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Frequently Asked Questions

Home » Frequently Asked Questions

There are always questions that may pop up when shopping online. Our aim is to be as transparent as possible so you are confident with our business. We have answered your most commonly asked questions here.

If you find that you still have a question that has not yet been answered here, please let us know by sending our lovely team a message so we can point you in the right direction.

We love to help!

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Shopping Shipping & Delivery Stock Enquiries Gift Vouchers & Services Other

Shopping With Us

How can I add an additional item to my order?
We understand that sometimes you just cant get enough Rosie Lou and that is ok.

Once your order is submitted, we are unable to make changes to it for you. To add more goodies to your order, simply place a second order and we will try our best to combine the order or we will just send the order to you one after the other.

How can I cancel an order that I’ve placed?
We try to ship your purchase to you as quickly and efficiently as possible. If you contact us within 24 hours of placing the order with your order number, we will do our best to help you.

What do I do if I have received a faulty product?
Rosie Lou has very strict quality control to ensure there is nothing faulty. Mistakes can happen and if in the rare occurrence that your order is faulty please contact us providing photos and proof of purchase, and our team will be happy to assist further.

I’m having trouble placing an order online, can you help?
Have you tried turning it off and on again? Sometimes the web experiences technical difficulties out of our control. We understand this can be a little bit frustrating when you’re keen to get some Rosie Lou love! Try these quick tips:

  • Clear your internet browsers cache and/or cookies in your browsers menu.
  • Make sure your web browser is up to date. If you are not already, consider using Mozilla Firefox or Google Chrome as they work the best on most websites, including ours.
  • Log in/log out of your account if you already have one.
  • Try using a different device (using a desktop computer may help).

If you continue to experience any issues, please contact us and we will work to fix the problem and help you place your order online.

Shipping and Delivery

Which carrier will handle my parcel?
Depending on where you are located in the world, we use a variety of postal services to get your goodies to you. Our preferred providers are Australia Post and Sendle.

I haven’t received my order, what do I do?
Postal service can take time. Your order is sent to the post within two business days and an email will be sent to you confirming your order. Once the order has been shipped and depending on where you are in the world, the shipping can take some time to arrive in your hands. Your order is shipped from Brisbane, Australia.

If you have waited for the item to ship and you still have not received your order, please contact us with your order number and we will help you out.

How much will I be charged for customs tax?
Depending on your country, you may need to pay overseas customs duties, foreign taxes or other imposed fees. It is your responsibility to ensure these additional fees are paid. Contact your local customs office for information on your taxes, duties and customs regulations. If you choose not to pay for any customs fees/taxes, your order will be returned to us and will be cancelled and refunded.

Please see our shipping and delivery page for more information about our shipping and delivery frequently asked questions.

Stock Enquiries

I’ve seen a product on the internet but it’s not on your website. Will it be coming back?
Firstly make sure you use the search box to find what you are after. Sometimes due to high demand our products may be temporarily unavailable. If it is no longer listed then it is most likely sold out. To make sure you don’t miss out next time, keep an eye on our New Products page and social media. Please contact us to find out about future stocking plans of your favourite products.

I love a product that’s ‘Coming Soon’. When will it be available?
If you have seen us share a new product on our social media then you should be seeing it on our website very soon if not already. You can see our newest releases on our new products page. Make sure you’re also signed up to our Witty + Pretty Deals to be the first to receive Rosie Lou deals and updates in your inbox.

I love a product that’s ‘Available on backorder’. What does this mean?
This means that we are currently replenishing stock levels and stock will be available again soon. You certainly can still purchase the product it just means there may be extra time required to print/produce the products. As soon as the item comes back in stock, we will ship it to you.

I love a product that’s ‘Out of stock’. Can I purchase it?
Unfortunately if an item is ‘Out of stock’, it is currently not available to purchase on our website. When the product becomes available again it will be updated on our website. You may also be able to find what you are after through your local Rosie Lou stockist. We encourage you to contact them directly to see if the product is available. You can also contact us to see if our team can assist you further.

Gift vouchers and services

Can I spend online gift vouchers in Rosie Lou stockists stores?
Rosie Lou gift vouchers are only valid in our online store.

My Gift Voucher has expired; what can I do?
Please send us a message with your name, gift card code and order number. We will let you know how we can help you out.

I have just purchased an online Gift Voucher, what next?
When a Gift Voucher has been purchased on our website, you will receive a pdf to download with the coupon code on it. Simply print the voucher and give it to that lucky someone. The voucher coupon can be used on anything on rosielou.com.au only.

Does Rosie Lou offer an online gift wrapping service?
We are able to gift wrap at an additional charge. We also very neatly package all our products that we send to you.

Do you custom make products?
All of our Rosie Lou designs have been made by our wonderfully talented designers. We don’t do custom one off designs i.e. what you see on the website is what you get but if you have an idea of a new design, we would love to hear about it. If you would like a large order of a custom design, we may be able to help you. Just let us know what you are after.

Other Questions

Are all your products 100% recycled?
Yes! We pride ourselves very much on the quality of our products. Absolutely all of our paper goods are printed here in Australia on 100% recycled card. We use vegetable based inks because it is better for the environment. You can read more about or care for the environment here.

Where do you source your seeds from?
We source our seeds from a reputable local company in Australia. All seeds are 100% untreated and chemical free produced in Australia. This is to guarantee we are providing the highest quality seeds.

Does Rosie Lou offer corporate discounts?
Absolutely! We offer corporate discounts on large orders. If you would like a quote, please submit an enquiry.

Does Rosie Lou offer wholesale opportunities?
Rosie Lou are always on the look out for great businesses who want to spread the Rosie Lou love. If you would like more information about becoming a wholesaler or buying wholesale, please visit our Wholesale page.

Do you have a catalogue?
Yes we do have a catalogue available upon request but if you want to see all of our gorgeous products then they are available on our website. All of our newest product releases are available right here on our website.

I’d love to work with Rosie Lou. Are there any opportunities to collaborate?
We always strive for high quality. If you are a designer and think your designs would look great with Rosie Lou then get in contact with us. We would love to have a chat to see how we can work together.

Where are your Rosie Lou stores located?
We have a number of Rosie Lou stockists around Australia.

Do you know of a store that would benefit from having Rosie Lou products in their store? Nominate your local store by asking them to stock Rosie Lou. We are always on the look out for more great businesses who would love to stock Rosie Lou products.

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