FREQUENTLY ASKED QUESTIONS

We know no one likes waiting.

We do our best to dispatch your order by the next working day. Our Warehouse is open Monday to Friday (excluding Public Holidays), orders placed outside of these days will be dispatched the next available business day. 

However, during peak times and sale periods there can be delays due to the high volume of orders we receive. After your order confirmation, your next update will be from Australia Post when your order is on the way.

Unfortunately, we don’t offer Click and Collect services for online orders.

Once your order has been dispatched, you’ll receive an email with confirmation of your tracking information. To track your order, follow the links in the email or enter your tracking number on the Australia Post website. 

If you have not received your tracking number as expected, please get in touch with our Customer Experience Team at contactus@roler.com.au

Unfortunately, we can’t cancel or amend any online orders after your order has been placed. Amendments may include but are not limited to:

• Change of delivery address
• Changes to colours and sizes
• Adding or removing items
• Applying discounts
• Full order cancellations
  

With this in mind, please be extra careful when you’re placing your order to make sure that all your details are full and correct.

Customs and import duty may apply to orders for delivery outside of Australia and are levied by the destination country. The customer is liable for all import duties as well as customer and local sales taxes levied by the country they are shipping to. 

If the order is refunded, the customer will be responsible for the original delivery charges, any applicable tax and duty charges and the cost of returning the package.

DOMESTIC SHIPPING

Free standard shipping on orders over $100

$10.00 flat rate shipping for orders under $100

E-parcel is fully trackable once shipped 

EXPRESS SHIPPING AVAILABLE

$15.00 flat rate express shipping

Orders placed after 12pm will be sent next business day

E-parcel is fully trackable once shipped

1-2 business day delivery within metropolitan NSW

We currently ship worldwide through Australia Post

Who isn't a fan of free shipping? See below if your order qualifies:

Domestic: Free Standard Shipping on orders $AUD100 and over

United States: Free Standard Shipping on orders $AUD200 and over

New Zealand: Free Standard Shipping on orders $AUD200 and over

Rest of the World: Free Standard Shipping on orders $AUD200 and over

We will gladly accept the return of item(s) within 14 days of your receipt of the order for Australian customers and 30 days for International customers, given the item(s) meet the following conditions:

• The item is unworn;
• The item is in original condition including tags;
• A Returns Form is included; and
• A copy of the order receipt is included

Before you start: 

Returned merchandise must be unworn, in original condition with the tags attached and provided with your online purchase receipt.

All online orders can be returned for a refund only. If you wish to exchange a product you may visit your closest ROLER Retail Store (excluding Myer).

Online cannot exchange products and ROLER Retail Stores cannot refund online orders. 

Here’s the deal for Returning an Item/s:

Step 1: Print off the Returns Form here and add to your gear when you package it up.

Step 2: Login to our Returns Portal via Australia Post here. Enter your order info and select the product you’re returning. Please note: this link cannot be accessed with Safari.

Step 3: Print off the label, attach it to your parcel and drop it off at any available Australia Post Office or red Australia Post box. 

Step 4: We will receive your return and check that all items meet our return conditions.

Step 5: Once received at our online warehouse your refund will be processed within 10 Business days. Please make sure to make a note of your tracking number.

Quick Links:

Returns Form

Returns Portal & Label

ROLER is not responsible for returns that are not received.

Unfortunately not! 

Items marked as “Final Sale” are not eligible for returns or exchanges due to change of mind. If an item is faulty, you may be entitled to a replacement or refund after assessment by our Customer Experience team. If you're unsure, you can contact our team atcontactus@industrie.com.au

Yes, we do! Just because you got something for a steal, doesn’t mean you shouldn’t be able to get a refund. Our Delivery & Returns policy applies to both sale and full price item(s).

Our Delivery & Returns policy applies to both sale and full price item(s), unless tagged as 'FINAL SALE'. 

Styles tagged as ‘FINAL SALE’ are final and cannot be returned for a refund, other than in the event of them being faulty.

Customers will be responsible for any shipping and handling charges for online returns. 

Once your return arrives at our warehouse, please allow our team up to 5-10 business days to process your refund. You will receive a separate refund notification, and it may take a further 5-10 business days for the funds to settle back into your original payment method. 

Unfortunately, we don't facilitate exchanges via our online warehouse, but you can follow the online returns process and we can process a refund for you, so you can place a new order in the size or style that you need.  

We accept “change of mind” returns on all items for any reason within 14 days of receipt, for an exchange or credit only, for all purchases made in-store & online. 

All items must be in their original condition; unworn, unused, unwashed with the swing tags attached, provided with proof of purchase.

We do not offer a refund in-store (cash or credit) for change of mind on In-Store purchases.

The return or exchange of any Roler item purchased in Myer is governed by the returns policies of that department store and can only be made in Myer. We do not accept the return or exchange of Roler merchandise purchased in Myer Industrie Concessions.

Thanks for being honest, the world needs more of you!

If you feel like it, you can send the item back to our online warehouse. Just reach out to our friendly team at contactus@roler.com.au so we can send you a free returns label, and maybe even a cheeky promo code for your next order with us. 

However, if that's not an option for you, don't worry - we don't want to hassle you with our fulfilment error. Instead, you can recycle it, gift it, or keep it.

We want the only surprise you get when opening your delivery to be a good one. That’s why we do our best to make sure our photos are as accurate as possible. Our colour palette online is very close to the colour palette of the garments, however some colours may vary slightly depending on your monitor and internet browser.   

For the best results, please follow the washing, drying and general care instructions on the garment label (usually located in the seam). 

We offer repair, replacement or full refund in the original form of payment for ROLER garments that are deemed faulty through no fault of yours.

We make clothes to last, however every so often things can go a little wrong. If for whatever reason your item is faulty, please get in touch with our Customer Experience Team, and we will arrange a return postage on your behalf.

It’s only fair!

We do our best to make sure you receive everything you ordered without a hiccup. But from time to time things can go wrong. If an item is missing from your order, please get in touch with our Customer Experience Team at contactus@roler.com.au and we’ll do our best to get any missing items to you as soon as possible!

We all love a steal! To activate a promotion code, you will need to enter the code into the ‘Discount Code' field on the 'Your bag”’ page. If you have trouble redeeming the offer, please contact our Customer Experience Team at contactus@roler.com.au and we’ll do our best to help you out. 

Unfortunately credit notes can only be used at our standalone stores - but don't worry, these are valid for 3 years  from the date of issue, so there's plenty of time for you to pick out a new outfit!

No worries, ROLER have got you covered! We want to make sure you have the right fit - check out our size guide here. If you still have question, don't hesitate to get in touch with our Customer Experience Team at contactus@roler.com.au 

We think it’s only fair that where you live shouldn’t impact your access to ROLER promotions. 

That’s why we endeavour to have all our promotions offered in freestanding stores also available to our online customers. However, there may be some instances where an online offer is not offered in-store, just as stores have their own shopping nights and events.  

Sign up to our emails and 'like' our Facebook page to stay in the know about our online offers. 

Please note that Myer prices are subject to their own sale periods, items cannot be price matched in ROLER retail stores.

We love a deal as much as the next person and as much as we'd love to, we can't stack promo codes. You can only use one at a time at checkout.

We all forget passwords from time to time - don’t panic, we’ve got you! You can reset your password on the account page and follow the instructions from there. Otherwise, reach out to our Customer Experience Team and they’ll help assist you further. 

Absolutely! Every new member will receive 10% off full priced styles* at our online checkout for your very first order with us. You’ll also be the first to know about new arrivals, upcoming sales, updates and ROLER events. 

If you no longer wish to receive updates from us, please email contactus@roler.com.au and we'll unsubscribe you.

An account isn’t absolutely necessary – you can checkout as a guest. Though it does make things a bit easier for next time, it's a good way to keep all your orders in one place. So it’s not a bad idea!

After placing your order, you will receive an email confirming the order. If you have paid using PayPal, you should also receive an email from them confirming the transaction.

If you’re unsure for whatever reason, don’t be shy – get in touch with our Customer Experience Team at contactus@roler.com.au and we’ll do our best to sort it out for you.

Glad you asked! Your privacy is important to us and you can read up on our Privacy Policy here.