Categories

FAQ'S

Frequently Asked Questions

 

HOW DO I ORDER ONLINE?

Just visit www.emmarosefashions.com.au and read the 鈥楬ow to order鈥 instructions on each page of the webshop. Basically, you simply click on the item you wish to buy, select the size and colour and click 'add to bag'. You can then continue shopping and add additional items to your bag and then follow the prompts to make a purchase.

 

HOW DO I PAY FOR MY ORDER?

You will need a valid VISA, MasterCard. You will receive an email confirmation from EMMAROSE webshop with details of the confirmed purchase from our secure payment provider eGATE. At no time will EMMAROSE Limited have your credit card details.

 

DO I NEED TO BE A EMMAROSE VIP MEMBER?

No. However if you are not a members you will be automatically joined up and issued a VIP card with your order. Existing VIP members will need to add their 8 digit VIP membership number on the back right hand side of the VIP card (not the number under the bar code) and your surname, when you view 鈥榶our bag鈥 of items or on the shipping page.

 

CAN I CHANGE/CANCEL MY ORDER?

You can only change your order whilst you are still browsing and adding items to your bag. Once you have entered your credit card details on the payment page and clicked on the 鈥榮ubmit order鈥 button your order will be processed. In this instance if you wish to cancel simply email us as soon as possible at webshop@emmarose.clothing and we will endeavour to cancel the order before it is dispatched. No amendments can be made to orders once they have been placed.

Please refer to our Returns Policy on our Webshop for further information.

 

WHAT DO I DO IF THE ITEM I AM LOOKING AT IS OUT OF STOCK?

EmmaRose鈥檚 most popular items do tend to sell out quickly online. If you've seen something you must have, then we would suggest you order it without delay. However, if the item you are after is out of stock, please either:

Contact us via email webshop@emmarose.clothing with the details, and we will endeavour to find the items in the store network;

or, contact your local store with the details and they will see if the item is still available. Find your nearest EmmaRose store by visiting www.emmarose.clothing/stores.

 

WHAT CURRENCY DO YOU PURCHASE IN?

All prices have a default display in New Zealand Dollars, including GST.

 

WHAT IS EMMAROSE POLICY ON EXCHANGE AND REFUNDS?

If your goods are faulty, wrongly described or different from the sample shown, EmmaRose will refund your purchase and cover all return postage costs. Simply complete the returns form delivered in your package and follow the instructions.

If you change your mind about your purchase, don鈥檛 like the colour, or need a different size you can return or exchange at Emma Rose webstore within 10 days of the date of purchase. If you have to return the purchase to the webshop you will have to send the items back, at your cost, as per the returns form in the package sent to you.

Please refer to the EmmaRose Returns Policy in the webshop for further information.

 

HOW MUCH IS POSTAGE?

New Zealand purchases over $150 receive FREE delivery.

Emma Rose charges a flat rate of $7.00 for any purchase under $150 to be shipped within New Zealand. Overseas delivery charges are $20 to Australia and $40 for other overseas countries. Amounts are charged in New Zealand dollars at time of purchase.

 

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

All New Zealand orders should be received within 7 business days. If your order has not arrived within that time, email us at webshop@emmarose.clothing.

Overseas orders will be delivered as per the deliveries policy on the webshop pages.

 

DOES EMMA ROSE HAVE A LAYBY SERVICE ?

Yes, we are happy to offer a lay-by service for one month which requires 20% deposit. Unfortunately, this service is only available on full priced product.

 

WHAT SIZES DOES EMMA ROSE STOCK ?

Emma Rose currently stocks sizes 8-20 in most styles.

 

WHAT QUANTITIES OF EACH STYLE DOES EMMA ROSE MANUFACTURE ?

Emma Rose has always been committed to offering a large range of styles with limited quantities in each style to maintain maximum choice and exclusivity.

 

WILL EMMA ROSE HOLD A GARMENT FOR ME ?

Yes,Emma Rose will hold a garment for a maximum of 3 days.

 

DOES EMMA ROSE HAVE GIFT CARDS ?

Emma Rose does have gift cards available to any value of your choice. Gift Cards are redeemable at any Emma Rose store throughout New Zealand and are valid for 12 months from purchase.

 

WHAT EMPLOYMENT OPPORTUNITIES ARE CURRENTLY AVAILABLE AT EMMA ROSE ?

If you are interested in working for Emma Rose please see our careers page on this site for any vacancies in your area.

 

I DON'T HAVE A CREDIT CARD TO PURCHASE ONLINE , CAN I PAY BY BANK TRANSFER ?

Yes. Please email webshop@emmarose.clothing with details on all the items you are wanting to purchase and we will provide you with our bank account number to transfer your payment to.
 

I AM HAVING TRUBLE LOGGING IN OR REGISTERING MY ACCOUNT,WHAT DO I DO ?

If you are having trouble registering or logging in online please click on "Forgotten Password",and enter your email address ,this will email you your password details to reset. If you are still having trouble please call us on +64-9-5277388 to place a phone order.

 

CAN I RETURN MY ORDER IF I CHANGE MY MIND ?


Yes. If you find your purchase does not suit you please fill out the returns form included for a refund. Sale items will not be refunded, we will provide a credit note or gift card. Please note that an order can only be returned within 10 days of receipt.


WHAT IF THE SIZE OR STYLE I WANT TO PURCHASE IS NOT AVAILABLE ONLINE ?

If a style or size is not available online please email or call us with the style number and details of the item you are after. We may be able to request one from one of our Emma Rose stores for you.

CAN I FIND OUT IF A STYLE I AM AFTER IS AVAILABLE IN A PARTICULAR EMMA ROSE STORE ?

Yes. Please select the product online along with the colour and size you are after and click on the 'where is stock' button and it will show you if it is available in our stores. Please note that this is a guide only and we advise you call the store to place an item on hold to avoid disappointment. 

 

ARE PRICES ONLINE THE SAME AS IN STORE ?


Yes. All prices are the same online as in store unless stated it is an online only promotion. Please remember that often online prices will automatically adjust due to certain promotions running if you have items added to your cart. To view all retail prices please ensure your cart is empty. Promotions can also slightly vary online.
 

Copy rights© Emma Rose Apparel Group(NZ) Ltd 2014