RETURNS POLICY

REFUNDS

We will only accept ENTIRE BOX returns for FULL REFUND; or if returning a SINGLE ITEM, you will receive STORE CREDIT for that item.

• When making a return, please include the original tags and any notes (written or via email) as to why it is being returned.
• Merchandise must be UNWORN and UNWASHED. Items that appear worn, have stains, or smell of cigarette smoke, deodorant, pet hairs or odors, etc. will not be accepted. We keep record of every item we send out and so if your item is a vintage thrift item, we are already aware of it's state of appearance before it was sent out.
• Merchandise may be returned for FULL REFUND or STORE CREDIT only within 30 days of delivery. Credit will be applied for the amount paid for the product. Credit will only be applied for the item/box, not for any shipping and handling charges.
• 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.
• The customer is responsible for all return shipping costs. We recommend using a shipping method that provides a tracking number for your reference.• Please allow 5 business days for our department to receive your return, and 7-10 business days for our return department to process your store credit or full refund. Store credit code will be emailed to the email address on file via an e-gfit certificate within 7-10 business days after we receive the returned item. Instructions on how to redeem it will be sent as well.
• If an order is placed prior to receiving a store credit code, we cannot refund that amount to you. Please wait until your store credit is applied to your account if you’d like to place an order using this credit.
• If you place an order and do not use your store credit, we cannot apply that credit afterward. If you have any issues with your credit, please email steelrosecustomcreations@gmail.com before placing your order.
• If you send back an item that does not qualify for a return we will ship the order back to the customer.
• If we receive a package back from the shipping carrier due to the address provided being undeliverable, we will cancel and refund the order.

EXCHANGES

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.

• Please allow 4 business days minimum for your order to be shipped via the shipping method selected at checkout. 
• We will only accept one coupon code per order.
• If you use a discount code of 31% or more, the items that the code covers are FINAL SALE and cannot be returned back to us. 
• If you have questions regarding our items prior to placing your order, or are having technical issues with ordering, please email us at steelrosecustomcreations@gmail.com for assistance!

SHIPPING

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:

• Delays with UPS shipping
• International Duties or Customs charges
• Products that are lost or damaged in the mail. The US Postal Service or UPS will be responsible once we ship the packages.
• Products marked delivered by the Post Office. You will need to contact your local Post Office to obtain information regarding your package.

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:

• USPS: 1-800-275-8777
• International USPS: 1-800-222-1811

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 steelrosecustomcreations@gmail.com 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

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 Steel Rose Custom Creations account, order #, and product code/name of the item.

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

Tacoma, WA

98408

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.