Cindy Collection USA Prom, Mothers and Homecoming Gowns

Customer Service 1-724-628-1847

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Shipping & Returns Rowan Bridal LLC Ordering Policy General Order and Return Information *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. We have it broken up into three parts: Before ordering, After shipping, After receiving BEFORE ORDERING: 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. ALWAYS take accurate measurements and use the size charts and sizing information as a reference. Formal wear sizing is NOT street sizing, so you will most likely wear a size or several sizes up from your norm. Exact colors of merchandise may vary due to photography lenses, indoor/outdoor lighting, and phone/computer monitor resolution. Phone resolution is the biggest issue. Please note: Orders CANNOT usually be changed, modified, or canceled after checkout. This is because orders are automated and are immediately sent to our manufacturing partners in our quest to get your item to you as quickly as possible. However, it doesn't hurt to try, so shoot us an email info@rowanbridal.com or give us a call at 724-628-1847. If you have questions regarding our items or are having technical issues with ordering, please email us at info@rowanbridal.com. We’ll also be more than happy to help you with sizing. You can view our size help guide for assistance, as well. Expect and plan for alterations to your gown even if it's just a simple hemming. Gowns rarely fit perfectly, especially the length. Shipping within the United States (including Alaska and Hawaii) via USPS, UPS or FedEx – our choice - and is calculated upon checkout based on your location and weight of the package. All other countries: US Priority Global - based on weight of package and location. Rowan Bridal 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. AFTER SHIPPING Products that are lost (never marked as delivered), or damaged in the mail. Basically, if you didn't lose or damage it, you're not at a loss. The US Postal Service or UPS will ultimately be responsible once we ship the packages. However, in the meantime if something is lost (never marked as delivered) or damaged, we will make every effort to rectify the situation and get your item to you as quickly as possible while the carrier sorts out their end of it. All packages are insured for their value, so as long as the item was not the last of its kind, we'll get another one to you. PLEASE save all packaging that resulted in damage to your product as the carrier may want to inspect it. • 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 first contact the carrier directly to investigate this issue. • Carrier Contact Numbers: USPS: 1-800-275-8777 International USPS: 1-800-222-1811 UPS: 1-800-742-5877 • Rowan Bridal LLC is NOT responsible for: Delays with USPS, UPS, or any other carrier once item is shipped - weather events are the usual culprits of delays. These rarely extend delivery more than a few days. Shipping refunds are not given for carrier delays. International Duties, Taxes or Customs charges - PLEASE check into this prior to ordering. This is country specific, so you'll need to check with your customs agency. Products marked delivered by the carrier, but are nowhere to be found. You will first need to contact your local Post Office/UPS/Carrier to obtain information regarding your package. Have your tracking number handy. This is actually the most efficient method. 'Missing' packages are usually found rather quickly. Many times the carrier put the package in a location you weren't expecting. (ex: side door, back porch) to deter porch pirates. If you still can't find your package, you are more than welcome to contact us as well and we'll put a trace on the package and contact the local carrier who marked your package as delivered. The vast majority of the time, the package is found and properly delivered. Contact info for the carriers is listed just above. Porch pirates. Unfortunately, this is a thing. This is why we like to put our product into heavy weigh mailers so they can be put into your mailbox. If an item cannot be put in a mailer (too delicate, heavy beading etc), then we may put signature confirmation on the package to be sure that it isn't left out for theft. If your address has an apartment number, signature confirmation is automatic. • WRONG ADDRESS DISCLAIMER: It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. If we receive a package back from the shipping carrier due to the address provided being undeliverable, we will treat it as a return and input it as store credit. You will then be able to use the store credit to 'repurchase' the item and have it shipped to the proper address. • 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. AFTER RECEIVING 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 exchanged/returned to our warehouse: Undergarments – for obvious reasons Clearance items Wedding gowns- we do not keep stock of these 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 Bridal. Returns must be completed within 14 days of delivery. Credit will be applied as follows: Store credit minus 20% restocking 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, the original shipping 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 phone/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 2-5 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 Bridal 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@rowanbridal.com before placing your order. Exchange policy for formal wear: • 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 us a soon as possible to inform us of the issue. Please include a photo of the damage / defect with your email so we can pass that info to the manufacturer/warehouse.. 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 choice.

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