Policies
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Retail Store Serving Green Bay De Pere and Surrounding Area:
Please review our in store COVID-19 shopping safety requirements before visiting the store by clicking here.
We provide service to our guests on a first come, first serve basis. We do not require or take appointments to visit the store. We do have a FREE Layaway Program.
When you visit the store you will be greeted by a personal stylist and all you need to do is select three of your favorite dresses and your stylist will handle the rest. You are certainly welcome to try on additional dresses but our fitting rooms will only accommodate three dresses at a time. Our stylists will manage your fitting room experience including zippering and unzippering dresses. It is always a good idea to have a budget established before you visit the store. All of our dresses are clearly marked with prices so be sure to check those tags before you decide to try on a dress. We have dresses priced to accommodate a variety of budgets. We accept most major credit cards, debit cards and cash as forms of payment in our retail store. We do not accept any type of checks. We offer no returns, refunds, exchanges, or cancellations for in store purchases. All sales are final.
Roxanne's Runway is a Specialty Boutique which offers a unique personalized shopping experience ; therefore, we cannot accommodate large groups. Roxanne's Runway is unable to accommodate a large group of teens who come into the store together and all wish to try on dresses. During Prom season, depending on the volume of guests in the store we may limit the amount of dresses that may be tried on so every guest will have an opportuntity to find their dream dress. We also request that you treat the dresses as if you owned them and take special care of them while you are in the store. All of our dresses will be ultimately worn to a special event and we want you to enjoy them in pristine condition.
Please do not wear makeup if you plan on trying on dresses. Please plan on removing bracelets and necklaces as they will stag and tear the dresses. No food, drink, gum or strollers are allowed in the store.
This is how one of our guests describes the shopping experience at Roxanne's Runway:
"Headed to town from Appleton with my daughter to pick out her senior prom dress. She had bought her previous homecoming and prom dresses from Roxanne's. Walking in we are greeted by the most friendly staff. Informed of "the system"... which they have figured out to be a smooth process. Sign in, pick out up to 3 dresses, let them know what school you go to, try em on! They keep track of the dresses per school so there are no exact color/dress overlap with the girls. Strict about not having more than 3 off the rack at a time because it's too crazy if they stack up on the waiting rack. If it gets busy, you get a chance to try on your dresses and then cycle thru the other customers to work into a dressing room for the next set of dresses. The service was perfect. We were helped by the staff. They were very knowledgeable and easy to work with. We never felt rushed."
Price Guarantee:
We are authorized retailers for all the designers listed on our website and the dresses listed on our website reflect the Designer's Suggested Retail Price.
A few words of caution when purchasing gowns on the internet. If you see a price of a current design that seems unbelievably inexpensive, please use caution. There are suppliers in foreign countries that are copying designer pictures and selling them as authentic pieces. The gown will come with no hand tags, the quality is usually very poor, and inside care, designer, and size labels are missing. This is your first clue and we are just adding this so you can avoid costly mistakes. Make sure there is a contact phone number on the site you are purchasing from and the store owner is on the designer's website as an authorized retailer. Most designers have a store locator page. We have had many customers come to us after they have been misled by a few of these prom gown sites excited because they thought they were getting a great bargain. Roxanne's Runway, LLC is an authorized retailer for all the designs on this site.
Thank you,
Roxanne
Order Policy:
Please choose your dress carefully, referencing the designers size chart. It is extremely important that you provide us with the wear date for your dress. If we are unable to provide your dress by the wear date we will let you know immediately. We typically are able to confirm an order or provide you with the order status the day it is placed unless we receive your order after normal business hours posted on the Contact Us page. Your order status or confirmation will be sent to the email address provided at checkout. We will not process your charge card until we confirm the dress will be available for your wear date*[1].
Shipping Policy:
DURING THE COVID-19 PANDEMIC WE WILL NOT BE SHIPPING ANY INTERNATIONAL ORDERS.
Shipping is free on all orders with destinations in the 48 contiguous United States of America and includes USPS Priority mail service only. USPS Priority mail is not a time guaranteed service but typically takes 4-5 business days to most destinations in the 48 contiguous United States of America.
Destinations other than the 48 contiguous United States of America (i.e. Alaska-Hawaii-US Virgin Islands-US Territories-International) ship free, via USPS Priority mail, if the order amount is over $299*. If your order amount is not over $299 we only charge $25 for shipping to destinations referenced in this paragraph.
We must ship to the billing address associated with your credit card. Shipments may require a signature upon receipt of delivery and are fully insured for loss or transit damage.
All international orders are shipped by USPS priority mail, where that service is available, and are not insured.
International customers are responsible for all custom duties, VAT, import taxes, duties or any other fees associated with custom clearance into your country. Please check with your country's customs office to determine what these additional costs will be prior to purchase Roxanne's Runway, LLC is not responsible for delivery delays due to customs clearance times*[1].
Any customer order that does not meet the "Free Shipping" criteria and mistakenly chooses either the "USPS Priority Mail + FREE" or "International & Non-Contiguous USA Dress $300 Or More + FREE" will be upgraded to the correct shipping method and the corresponding shipping charge of $25 will be added to the order. We will notify you of your error. You will receive a tracking number via your email account provided at checkout.
Payment Policy:
We accept Visa, MasterCard, Discover and American Express. We also offer a PayPal payment option at checkout. Please allow 24-72 hours for credit card approval for NON-USA shipments.
Sales Tax Policy:
We DO NOT collect sales tax for shipping destinations outside of the state of Wisconsin. We Do collect a 5.5% sales tax for all shipping destinations within the state of Wisconsin. The 5.5% Wisconsin & Brown County sales tax will be added to your order.
Return-Refund-Exchange-Cancellation Policy:
We offer no returns, refunds, exchanges, or cancellations once we determine that your dress will be delivered by your wear date and your credit card payment has been processed. Your credit card payment will not be processed until we determine your dress can be delivered by your wear date*[1].
Please make sure you take accurate measurements. We have provided information on how to take accurate measurements under the measuring instructions link. We are not responsible for errors in selecting the correct dress size.
Promotional Gifts:
Garment bag gift valid with dress purchases only. Only one garment bag gift per customer.
*[1]Roxanne's Runway, LLC and USPS delivery guarantee does not apply to shipments delayed(therefore we cannot issue a refund if your shipment is delayed) due to causes beyond Roxanne's Runway, LLC or USPS control, including (but not limited to) the following: - Customs clearance times - Disruptions in the air or ground transportation networks, such as weather phenomena and natural disasters - The unavailability or refusal of a person to accept delivery - Delays caused by the consignee - Acts of God - Public authorities acting with actual or apparent authority on the premises - Riots, strikes, and other labor disputes - Civil commotion.