1. SIZING

It’s always recommended to check your sizing when purchasing a new line of footwear – we don’t believe it ‘no pain, no gain!’ but rather we believe our footwear should be so comfortable that you barely know you’re wearing it!

The best way to ensure this is to double check your sizing follow our guide to determine the correct size:

1. Stand on a piece of paper ensuring your foot is flat.

2. Draw a line at your heel and at your longest toe.

3. Step off the paper, redraw the lines with a ruler to ensure they are straight and parallel.

4. Measure the distance between the two points in centimeters.

5. Do this with both feet and use the greater measurement

6. Use this measurement to check your sizing according to the guide below.

RETURNS, EXCHANGES, REFUNDS & REPAIRS

Although we have the utmost confidence in our products we do understand that sometimes problems may arise. Should you not be completely satisfied with your purchase, we absolutely want to get you sorted out. To ascertain how best to assist you and rectify any issues that may have occurred we have prepared this guideline below for you to follow. But first, let’s get some absolutes out of the way:

ACCEPTABLE REASONS FOR RETURN

There are 2 valid reasons for returning merchandise:

• Incorrect order received
• Defective / damaged product received

WARRANTY

DURING COVID-19 NO RETURNS ON ORDERS.

*PLEASE MAKE SURE YOU ORDER THE CORRECT SIZE*

Our footwear comes with a 30 day defect warranty. If a design or manufacture flaw occurs within 30 days of purchase, return the item may to Stella Rose Collection for repair or replacement (at our discretion).

Important! This warranty only covers design and manufacture defects. It DOES NOT cover physical damage caused to the product through accident or normal wear and tear.

Original Receipts

All requests for exchange, refund or repair will require that you provide an original receipt (or order number for online orders). Regardless of where you purchase your SRC’s please insist on a receipt for your purchase. Our market staff are all trained in the use of our transaction systems and are instructed to issue receipts for every purchase.

Sale Items / Mark Downs

All purchases of items on sale are final.

We occasionally hold promotions or sales to clear out discontinued styles. If your purchase was a promotional item or marked down, NO EXCHANGES, REFUNDS or CREDITS will be considered.

Shipping Costs

In the case of defective merchandise received, Stella Rose Collection will arrange for the return of the order using our couriers and at our cost.

Returns for any other reason will be at your cost. Exchanges will only be affected once we have received the defective product back into stock.

Refunds

No Refunds. We will give you a credit.

FAQ’S

Is there a warranty on my Stella Rose Collection purchase?

Our Footwear carries a 30 day warranty against design and manufacture defect. Please note, this does NOT cover accidental damage to the shoe or normal wear and tear.

Should a manufacture defect become apparent within 30 day of receipt, again please contact us on

info@stella-rose.co.za with photographs of the defect AND your original receipt or order number from our online store and we will advise you on how best to begin the return process.

What is considered a product defect?

Faults that are due to design or manufacture errors are covered by the 30 day Stella Rose warranty. Examples of this include break down of materials of leathers or foils, the sole splitting away from the upper, buckles breaking, stitching coming loose or embellishments coming off a pair of sandals.

Will my return be remedied with a refund, exchange or warranty repair?

Credit – Will be given in the 30 day period.

Exchange – A like-for-like exchange may be offered if the item is within the applicable warranty period and is clearly defective after minimal use.

Warranty repair – If an item becomes defective within the warranty period & shows significant use we reserve the right to repair rather than replace

Repairs are for client’s account when:

• an item shows any signs of unnatural damage such as cuts, scuffs, water damage, stains, etc. or
• Is outside of the 30 day from purchase warranty period, Stella Rose Collection will provide the client with a quotation to repair the item concerned.

Please note that it may not be possible to repair an item from a previous seasons as materials may be exhausted or tooling may no longer be available to effect such repairs

What is not a valid reason for exchange?

According to the Customer Protection Act, the following are NOT valid reasons for automatic exchange:-

• I have changed my mind
• I ordered the wrong item/size
• I don’t want it any more
• It doesn’t match my outfit like I thought it would
• I can no longer afford it

That said, if any of the above do occur, we will do our best to assist you if at all possible. However, in this instance, the full costs of any returns, exchanges or refunds will be for your account.

If I order the wrong size can it be exchanged?

Yes, if on delivery you find out that you have ordered the incorrect size, it can be returned within 7 days for a size exchange.

If you choose to return the product for a size exchange please notify us on info@stella-rose.co.za. We must be notified in advance that the product is being returned to our offices.

In the instance of a size exchange, the item must be in pristine condition. If the item being returned is not in brand new and resalable condition then no exchange will be possible.

Courier charges for return/replacement will be for your account.

What if I have received an item or size that differs from what I ordered?

If there is an error with your order on receipt, please contact us within 7 days of receipt and we will get you sorted out with the correct order – obviously at no cost to you.

I have bought an item from one of your stockists, can I exchange it directly with Stella Rose Collection?

No, if you have purchased the product at any of our stockists we ask that you contact them first. Obviously, we will do our best to assist in sorting our any issue but due to supply chain pricing agreements and warranties, all third-party purchases must be directed to the outlet where they were purchased

Why can’t I return or exchange a SALE items?

We mark items or styles down when we discontinue them. This is done to make way for incoming styles and are often done at our cost price and sometimes even below cost. Once items go onto final clearance, it is our intention to liquidate the style permanently so all sales are final!

SHIPPING

We cannot deliver to farms, rural areas, areas without formal addresses or areas not usually serviced by couriers.

Delivery normally takes place within 24-48 hours of order being completed.

*DUE TO COVID-19 WE ARE MANUFACTURING ORDER BY ORDER. WE HOLD NO STOCK.

THERE FOR IT CAN TAKE UP-TO 4 WEEKS FOR DELIVERY* ALL PRODUCTS ARE HANDMADE.

This may be affected by the time of the order and the final delivery destination.

Couriers collect once daily so orders placed earlier and those going to major centers will be delivered faster than those placed later in the day or going to outlying destinations.

Message us with any queries and we will do our best to get your feet dressed up in our beauties.