Shipping & Returns
Rowan Retail/ Rowan Bridal LLC Ordering Policy
General Order and Return Information
Applies to everything EXCEPT formal wear. See below for formal wear ordering policy.*
For everything other than formal wear, the process is pretty simple.
You order, we ship. – 99% of the time we ship within 4 business days.
You receive, you love or hate. – hopefully you love, but if you don’t, just request an RMA and return within 7 days and we’ll refund you.
The only exception is if you’ve ordered something that has been personalized: name, date etc. These cannot be returned.
If you happen to receive an item broken during transit (unfortunately happens once in a while), we’ll replace it at zero additional cost to you.
Shipping - to and from - is nonrefundable.
Shipping costs for non formal wear are in a range starting at free. To see the most up to date shipping cost, just add the item to your cart.
• Please note: Orders CANNOT be changed, modified, or canceled after checkout!
This is because orders are automated and are immediately sent to our manufacturing partners who may have already begun creating your item and/or shipped your item to you.
If you do not want the item, just wait until it arrives to you to let us know you will be returning it within the 7 day window.
*Formal Wear
We DO have a comprehensive and somewhat long ordering policy for formal wear. We understand it could be boring, but we do encourage you to read through it. A good portion of our business consists of formal wear, and this category needs a bit more specialized attention simply due to the nature of all that goes into it.
- Please note: Orders CANNOT be changed, modified, or canceled after checkout!
This is because orders are automated and are immediately sent to our manufacturing partners.
- If you have questions regarding our items or are having technical issues with ordering, please email us at info@rowanretail.com. We’ll also be more than happy to help you with sizing. You can view our size help guide for assistance, as well.
- We highly recommend that bridal parties order all of their gowns at once and on the same order to be sure the dye lots match. If you order separately, the gowns may not match precisely.
- Shipping within the United States (including Alaska and Hawaii) is $7.00) via USPS, UPS or FedEx – our choice.
- All other countries: $55.00 – US Priority Global
Rowan Retail makes every effort to get your item/s to you as quickly as possible. Sometimes, especially if the item is popular, it may take a little longer due to the gown/item becoming sold out. Our normal delivery time is between 2 days and 2 weeks. If the item is on back-order, it could take an additional 2 weeks. If you need your item right away or if your event is within the next month, we strongly suggest that you email for availability prior to ordering.
• Rowan Bridal LLC – dba Rowan Retail - is NOT responsible for:
- Delays with USPS 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, as this usually resolves the issue much more quickly. Please allow 1-4 business days for your tracking information to show up in the online system. In some rare cases, tracking information may not update, but you will still receive your order and tracking will be scanned as delivered. Please contact us after the estimated delivery time has passed and we will do a deep-dive into the tracking of the package.
• All of our shipments include Tracking with Delivery or Signature Confirmation, depending upon your location and/or the packages total value. 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
- UPS: 1-800-742-5877
• We are NOT responsible for shipping delays by the carrier. If the item is not delivered in time, please contact USPS (1-800-ASK-USPS) or UPS (1-800-742-5877). We will NOT refund shipping charges if USPS fails to meet their estimated delivery date.
• 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 info@rowanretail.com as soon as possible after 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 the order has already been shipped.
• IMPORTANT NOTE TO ALL INTERNATIONAL CUSTOMERS:
You may or may not be charged 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 packages coming from outside of 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 from outside of your country.
Return Policy For Formal Wear:
We are an online bridal retailer, and just like walk-in bridal stores, we do not take returns for refund because all of our items are considered special orders. However, we do understand that you are buying somewhat blind, and that is why we take returns for store credit. By store credit, that means that you will have the funds added to an account on our website that you are free to use for anything on our website, including another gown. Orders made using store credit are not subject to returns for more store credit. Those sales are considered final. Please see our full policy details below. If you have any questions, please let us know and we'll be glad to help.
The following items are all FINAL sale and cannot be returned to our warehouse:
- Undergarments – for obvious reasons
- Clearance items
- Wedding gowns
- Overnight or Express deliveries
- Orders purchased using existing store credit
• Since formal wear has a few more issues attached, we allow 2 weeks for the return process instead of the 1 week for our regular merchandise. Please email or call to obtain an RMA# within 7 days of delivery, and return the item to us within 14 days of delivery. Any package arriving back to us without an RMA# or with an expired RMA# will be refused and no store credit will be issued.
• All returned items must still have the ORIGINAL TAGS on them. 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. If an item has been worn, it will obviously not qualify for a return for credit.
• Merchandise may be returned for ONLINE STORE CREDIT to be available for use at Rowan Retail. Returns must be completed within 14 days of delivery. Credit will be applied as follows:
- Store credit minus 20% fee. Example: If the gown you purchase is $100 plus $7 shipping, and you want to send it back for store credit, your total store credit will be $80.
• Credit will only be applied for the item, not for any shipping and handling charges. If you ordered under a free shipping promotion, $7.00 will be deducted from your store credit to cover the original shipping cost of the returned item.
• Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions
• 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 3-4 business days for our warehouse to receive your return, and 5-7 business days for our return department to process your store credit.
• Once the store credit is applied, you will be able to log in to your Rowan Retail account to access and use your store 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 info@rowanretail.com before placing your order.
• If you send back an item that does not qualify for a return or we receive a package back from the shipping carrier due to the address provided being undeliverable, then you will be responsible to call and pay a $7 return shipping charge so we can send it back to you. We will hold non-returnable merchandise or packages returned by the shipping carrier for 14 days. After 14 days, the items will be donated to charity.
Exchanges
• Exchanges will be handled as store credits. When you send your item back, we will issue store credit that you can then use to purchase the ‘exchange’ item. Please note: shipping charges may apply and the exchange order will be considered a final sale.
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. You must include a photo of the damage / defect with your email. The item will be replaced with the exact size/color/style at no additional cost to you. If you are changing sizes, a 20% restocking fee will apply and it will be handled as store credit.
• We are not responsible for damages to clothing caused by improper care or handling, or incorrect sizing.