Refund policy

Shopping With Confidence

At Walter and Rose we want you to be happy with every order. If something isn't right, returning or exchanging an item is simple and stress-free.

If Your Item Is Faulty, Damaged, or Wrong

Received something defective, damaged in transit, or not what you ordered? Email info@walterandrose.com within 30 days of delivery with your order number and clear photos of the problem. In these cases we'll arrange a replacement, store credit, or a full refund at our discretion, and we'll cover the original shipping cost. No restocking fee applies, and return postage is only your responsibility when the item was neither faulty nor sent in error. This does not affect your rights under the Australian Consumer Law.

Change-of-Mind Returns — 30 Days

Had second thoughts? Eligible items can be returned within 30 days of receipt provided they are unworn, unused, in their original condition, and returned in the original packaging. Please write your order number clearly on the outside of the parcel. For change-of-mind returns, you cover return postage and the original delivery charge is not refunded.

Exchanges

Prefer a different size, colour, or product? Contact our support team and we'll walk you through the exchange. The original item needs to reach us before the replacement is sent out.

Starting a Return

Always contact us at info@walterandrose.com before posting anything back, so we can authorise the return and send instructions. This lets us track your parcel and speeds up your refund.

When We Can't Accept a Return

A return will be declined if the parcel has no valid order reference number, or if the item does not meet the conditions above.

Refund Timing and Fees

Once your return arrives and passes inspection, we'll let you know whether it's approved. Approved refunds go back to your original payment method within 7 business days, though your bank or card provider may need extra time to post the funds. We never charge restocking fees — eligible returns are refunded in full.

Contact

Address: 1 Barratt St, Hurstville NSW 2220, Australia
Phone: +61 468147039
Email: info@walterandrose.com
Customer Service Hours: Monday to Friday, 9:00 a.m. – 5:00 p.m. (AEST)

Address available for administrative correspondence and product returns only — no physical point of sale at this address. We aim to reply within 24 hours.