FREQUENTLY ASKED QUESTIONS


Product
Ordering Online
Shipping & Delivery
Returns
Promotions
Payment
General Information

 

Product

Which size should I buy?

When it comes to clothes, size really matters. So we’ve made things nice and easy for you by cutting our clothes for a youthful shape and making most garments with a regular fit. This means they’ll be flattering for pretty much any body type. Take a look at our Size Guide and if you’re uncertain about what size to order, or you're in-between sizes, ordering the next size up ought to do the trick.

Are the colours of the garments photo accurate?

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.

How should I wash and care for my garment?

For best results, follow the washing, drying and general care instructions on the garment label. For worst results, don’t.

Ordering Online

Do I need to create an account to checkout?

An account isn’t absolutely necessary – you can checkout as a guest. Though it does make things a bit easier for next time. So it’s not a bad idea.

How do I know my order has been placed successfully?

After placing your order, you will receive an email confirming the order. If you’re unsure for whatever reason, don’t be shy – get in touch with our customer service team at contactus@industrie.com.au and we’ll do our best to sort it out.

Can I edit or cancel my order?

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.

I have received my order but an item is missing or incorrect - what do I do?

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 service team at contactus@industrie.com.au and we’ll do our best to get any missing items to you as soon as possible!

I saw something I wanted on your site, but now it isn't available - how can I get it?

While we have a limited number of styles and styles available, we do replenish some from time to time. So make sure you check back every now and again. It’s best to bookmark our website to avoid missing out and stay in the loop by subscribing to receive the latest updates.

Shipping & Delivery

Where does ROLER ship to?

We currently ship worldwide through our mates at Australia Post.

How much does shipping cost?

For shipping within Australia, standard delivery is free for orders AUD$100 and over, and AUD$9.95 for orders under AUD$100.

For international shipping, standard delivery is free for orders AUD$200 and over, and AUD$25 for orders under AUD$200.

Are customs and duties taxes applied at checkout for international orders?

Customs and import duties 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 customs 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.

When will my order be dispatched?

We know no one likes waiting. Especially when you need your fresh new threads by the weekend. That’s why we do our best to dispatch your order by the next working day.

Please note our online dispatch is closed on weekends and Australian public holidays (they need a bit of R&R too!)

How long will it take to receive my order?

Australia’s a pretty big country, so please allow 3-7 days (depending on your location) for your order to reach you. For orders made during peak holiday and sales periods you should allow 5-7 business days.

For international orders, delivery varies from country to country. It’s best to calculate your delivery time with Australia Post.

How can I track my order?

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 service team at Rolercontactus@industrie.com.au.

Do I need to sign for my delivery?

All orders are dispatched by Australia Post and require a signature upon delivery. If you’re not there to sign for the order at the time of delivery, a card will be left, and your parcel will be taken to the nearest post office. Present the card and photo ID to collect your parcel from the post office. The post office will hold your parcel for ten business days, so don’t put it off for too long!

Can I get my order delivered to a PO Box?

Because Australia Post require a signature upon delivery, we unfortunately can’t deliver to PO Boxes.

What happens if my parcel is lost?

If your parcel hasn’t arrived as expected and you think it may be lost, we’re really sorry about that! Unfortunately these things happen from time to time. Please get in touch with our customer service at contactus@industrie.com.au and we’ll do our best to sort it out.

What If I provided the wrong shipping address?

That’s alright, we all make mistakes! If you’ve given us the wrong address, give the good people in our customer service team a call on 02 9550 6550. Because we try and get orders out the door as quick as we can, it’s best to get onto us as soon as you can to avoid your order being sent to the wrong address. While we can’t do anything to help fix your forgetfulness, we can do our best to get your order to the right address.

If it’s after hours, jump on the computer and email contactus@industrie.com.au instead and our customer service team will get back to you as soon as they can.

Returns

Can I return for change of mind?

Change of heart? Not to worry! We can return your purchase, provided it meets all of our Returns requirements.

How do I return my online order?

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.

Once completed, visit https://return.auspost.com.au/ROLER to create your return label with Australia Post.

Australia Post is an easy way to return your online purchase, giving you the option to drop off your parcel at your local Australia Post Office or red Australia Post box. Return your online purchase by post for a flat rate of $9.95 within Australia.

How to prepare your parcel for return:

  1. Enter your details and payment
  2. Print your label at home or at a nearby post office
  3. Post your parcel

If your return does not meet the conditions, it will not qualify for a refund. In this case, the parcel will be returned to the sender.

When and how will I receive my refund?

Please allow 10 working days from the receipt of your return. Refunds will be sent to the account you used for purchase.

Can I send my online order back to your online team for an exchange?

Unfortunately ROLER does not accept exchange requests at this point in time. We recommend sending your return back for a refund and re-ordering as you wish.

Do you refund sale items?

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

I bought an item Online but it is faulty - what can I do?

We make clothes to last, however every so often things can go a little wrong. If for whatever reason your item is faulty, please post the item back to us, with the fault clearly noted on a Returns Form. When we receive your return, we will assess the item and if it is deemed faulty we will send you a replacement. If the relevant style is not in stock we will arrange a refund, including all delivery charges, so please include a postal receipt.

Will my postage be refunded if my items are damaged or faulty?

When returning a faulty, damaged or incorrectly described item, ROLER will arrange return postage on your behalf or refund postage costs upon presentation of receipt(s). It’s only fair!

I bought a ROLER item from Myer - can I return it to an Roler Online?

Unfortunately ROLER Online will not accept the return of items purchased from department stores. The return or exchange of any ROLER items purchased in a department store are governed by the returns policies of the relevant department store.

Promotions

How do I use a promotion code online?

Go you frugal thing! To activate a promotion code you will need to enter the code into the ‘Discount Code' field on the 'Shopping Cart’ page. If you have trouble redeeming the offer, please contact our Customer Service team on contactus@industrie.com.au and we’ll do our best to help you out.

How do I know if the promotion code or offer has been applied to my order?

If a promotion code or offer has successfully been applied to your order, the discount will appear in the ‘Order Summary’ on the ‘Shopping Cart’ page, as well as on the ‘Reviews & Payments’ page on the checkout..

The items I bought recently have now been reduced - can I get the same price?

Sometimes we adjust the pricing on items. Unfortunately we don’t not offer a price guarantee, so we can’t provide a partial refund for an item that goes on sale after you've purchased it.

Payment

What payment methods can I use to order online?

We currently accept Visa, MasterCard, PayPal, American Express and Afterpay.

Are international transaction fees included in my online order?

Please be aware that international transaction fees may apply. We reckon it’s best to check if international transaction fees apply to your nominated payment method before you make a purchase.

General Information

Where are you stocked?

We are stocked in Myer department stores throughout in New South Wales and Victoria, Australia. Visit our Stockist Page for exact locations.

How can I contact ROLER?

You can get in touch with us via email at contactus@industrie.com.au or call on 02 9550 6550. Our office hours are 8.30am - 5.30pm Monday to Friday. If that doesn’t work, try a carrier pigeon.