We will only accept ENTIRE BOX returns for FULL REFUND; or if returning a SINGLE ITEM, you will receive STORE CREDIT for that item.
Due to our limited quantities and high demand of our products, we are unable to offer exchanges on any items. Returned merchandise or boxes will be processed for STORE CREDIT or FULL REFUND ONLY.
We recommend purchasing the correct size of the desired item, and then shipping back the returned product so that you do not miss out on the item. Store credit cannot be applied to that new order that has been placed. Credit MUST be used for future purchases.
General Order Information
Please note: Orders CANNOT be changed, modified, or canceled after checkout! We will do our very best, but once an order has been shipped it is too late.
Shipping and order processing will take at 2-3 weeks to be processed and packaged before they are shipped out of our warehouse. The reason for the long wait is that EVERY box is hand-selected according to the order. Some styles and sizes are rare and special, so it takes our team extra time to piece together the perfect look. Once your order has been curated, it will ship via the shipping method selected and paid for at checkout.
Steel Rose CC is not responsible for:
If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed. All our shipments include Tracking with Delivery Confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. Carrier Contact Numbers:
We are NOT responsible if the package is not delivered in the guaranteed shipping times as it may take 1-2 business days to process the order and we cannot be held liable for USPS guarantees. If the item is not delivered in time, please contact USPS (1-800-ASK-USPS). We will NOT refund additional shipping charges if USPS fails to meet their guaranteed shipping times. WRONG ADDRESS DISCLAIMER: It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please write to us at firstname.lastname@example.org as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so. If our shipping staff contacts you regarding an incorrect address and a reply is not received from the customer within 24 hours, the order will be cancelled and refunded. IMPORTANT NOTE TO ALL CUSTOMERS OUTSIDE OF USA: We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, taxes and fees charged by your government. Please contact your country's customs office for respective charges and rates on package coming outside of your country. International customers (outside of United States) are responsible for all import duties, customs, and local taxes charged by your country. We are unable to advise the amount of what these fees might be & we recommend that you contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.
DEFECTS OR PROBLEMS WITH YOUR ORDER?
• If you have received an item with any problems or defects, please contact our warehouse within 3 DAYS to inform us of the issue. If we are not notified within 3 days of receiving the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your email.• We are not responsible for damages to clothing caused by improper care or handling, or incorrect sizing.• Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.
DEFECTIVE/DAMAGED ITEMS PROCESS
You will receive a response from our customer service support team within 24-72 hours.
PLEASE MAIL RETURNS TO:
Steel Rose Custom Creations RETURNS
7647 S Thompson Avenue
Please include a copy of or the original invoice or return form included. If you cannot locate the original invoice, please print and include a copy of the order confirmation emailed to you. Returns received without supporting documentation will be delayed in receiving refund or store credit.