What is included in a box?
Each box consists of a uniquely curated look that is a mix of thrifted vintage pieces and new, retail brand clothes (never worn). Individual packages contain different merchandise but generally: a top and bottom or dress, an outerwear item or layer, accessories (jewelry, bags, hats, etc.), and footwear (if selected).
How do you choose the thrifts?
After receiving an order, our team hand-selects items off the rack from consignment stores and thrift shops. Every item is then cleaned and tagged before placing it with the overall look.
Why does it take so long to get my order?
Because every individual order is hand-selected, cleaned, and packaged, it takes extra time to prepare before it arrives at your door ready to wear. It will take approximately 2-3 weeks for the team to put together your unique box. After it is complete, it is shipped Priority in 1-3 business days. We will communicate with you every step along the way!
The box I want is no longer in stock!
We understand how frustrating it is that the box you are obsessing over is currently out of stock. We continue to advertise these items as we want you to know what we normally sell. We are always looking out for rare and extraordinary pieces and often restock/stock the same or new styles, which we are sure you will fall in love with. Sign up for our mailing list to find out when a box will be available again!
How do I get on the mailing list?
Please go to the Home Page, scroll down, and sign up for the mailing list!
Do you offer international shipping?
Sorry, but we do not offer international shipping at this time.
What if something doesn't fit or I just don't really like it?
Please see our return policies on how to return an item for store credit or return your box for a refund, free of charge!
I know my order has shipped, but I did not receive it. What should I do?
If your order was returned to us due to an address verification issue, your order will be canceled and refunded when it is received back to us. You can then place your order again with the correct address information.
If your tracking number states that you have received your order with a successful delivery confirmation, Steel Rose CC will not ship an additional replacement package. You may contact USPS with your tracking number should there be any discrepancies.
Can I make a change to my order?
We’re super quick at processing orders to make sure that you receive them as soon as possible. You can amend your order as much as you like before you click “confirm & pay” but after this point you will be unable to make amendments to your order. In such case you can however, return the item to us in accordance with our returns process.
Why was my order cancelled?
Our boxes sell out fast due to such a high demand and on occasions a box you have ordered can suddenly become unavailable. These cases are rare. If a box in your order sells out, we will refund that portion of the order and send the rest. If your entire order is sold out, we will cancel and refund the entire order.
How can I make a complaint if things didn't go so well?
Most of our customers have a great experience when shopping with Steel Rose CC. However, we know that there may be occasions where things can go wrong and you may wish to make a complaint.
We want to make this as simple and easy for you as possible and address your experience in a timely manner. We’ll always try our best to resolve complaints within 14 days of receipt. There may be occasions when this is exceeded, however we’ll continue to keep you updated on progress.
To make a complaint, please email or mail to our complaints team.
E-mail: steelrosecustomcreations@gmail.com
Mail to: Steel Rose Custom Creations P.O. Box 99926 5409 100th St SW Lakewood, WA 98496
Please include as much detail as you can, and include where possible:
- Your contact details
- Your order number
- The time and date of the incident
- Names of parties involved
- Details of the event
Once your complaint is received, one of our dedicated team will be assigned to your case and investigate this for you.
I received a damaged/defective item. What now?
1. Use your smartphone to take pictures of the defective or damaged area and email the images to steelrosecustomcreations@gmail.com, including the tag in the image showing it is still attached.
2. Indicate "Defective" or "Damaged" in the subject line.
3. Include the first and last name on your order, order #, and product code/name of the item.
You will receive a response from our customer service support team within 48-96 hours.