ROLER
ROLER
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FAQs

SHIPPING & DELIVERY

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. Due to the high volume of orders from sale periods, shipping delays of up to 2-5 business days may occur. After your order confirmation, your next update will be from Australia Post when your order is on the way.  

Please be aware of potential shipping delays within the Australia Post delivery network due to the impact of the cyclone in Queensland and northern New South Wales. Extreme weather conditions may cause delivery disruptions, and we thank you for your patience during this time.

Unfortunately, we don't offer Click & Collect services for online orders. The good news is that we have more than 50+ stores across Australia. Find your nearest store here: Store Locator 📍

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 [email protected]

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.

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
  • 3-5  business day delivery within metropolitan NSW

EXPRESS SHIPPING AVAILABLE

  • $15.00 flat rate express shipping
  • E-parcel is fully trackable once shipped
  • 1-2 business day delivery within metropolitan NSW

INTERNATIONAL SHIPPING

New Zealand

  • Free standard shipping on orders AUD$200 and over
  • AUD$15.00 flat rate shipping for orders under AUD$200

Rest of the World

  • Free standard shipping on orders AUD$200 and over
  • AUD$25 flat rate shipping for orders under AUD$200

We currently ship worldwid. If you have any problem in the checkout process, please reach out to our Customer Experience team at [email protected]

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.

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

Domestic: Free Standard Shipping on orders $AUD100 and over
New Zealand: Free Standard Shipping on orders $AUD200 and over
Rest of the World: Free Standard Shipping on orders $AUD200 and over

With Christmas just weeks away, we want to make sure you receive your order on time. To guarantee your order is dispatched before the holidays, please place your order by 12:00 pm AEST on the dates listed below.

  • Standard Shipping- WA/NT/TAS 16th of December / Rest of Australia** 18th of December
  • Express Shipping- WA/NT/TAS 18th of December / Rest of Australia** 20th of December  

* Industrie is not responsible for any delays once an order has been dispatched by our warehouse, including those caused by the Australia Post network. For updates only any delivery network delays, please visit the Australia Post website.

** For orders being shipped to rural areas and WA/NT/TAS, we recommend selecting Express Shipping from the 16th-18th of December. For more information on rural delivery cut offs please visit the Australia Post website.   

International Shipping

International shipping cut offs can be found via the Australia Post website. For further information, please reach out to our Customer Experience team via email at [email protected]  

RETURNS & EXCHANGES

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 copy of the order confirmation is included


Before you start: 

We accept returns within 14 days of receiving your order.

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 stockist (excluding Myer).

Online cannot exchange products and ROLER stockists cannot refund online orders. 

Final sale can only be returned if faulty. Please contact [email protected] for further assistance. 

How to return your order: 

Items not recorded in the portal will not qualify for a refund.

Step 1: Login to our Returns Portal via Australia Post here. Enter your order info and select the product/s you’re returning.

Step 2: Place a copy of your order confirmation or order number inside the return package.

Step 3: Print the label, attach it to your parcel, and drop it off at any Australia Post Office or a red Australia Post box. If you’re using a barcode, simply present it at any Australia Post Office, and they will scan and process it for you at the counter.

Upon arrival, your return will be checked that all items meet our return condition and your refund will be processed within 10 Business days. Please make sure to make a note of your tracking number. 

Please kindly note that customers are responsible for covering shipping fees for all returns. 

Returns that are not submitted through our portal will be rejected and sent back to the customer.

FINAL SALE: 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 at [email protected]

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 any Domestic or International 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 in your nominated bank account.

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 in-store, for purchases made 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!

Just reach out to our friendly team at [email protected] so we can send you a free returns label, and maybe even a cheeky promo code for your next order with us.

PRODUCTS & PROMOTIONS

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 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.

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 [email protected] 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 'Shopping Cart’ page. If you have trouble redeeming the offer, please contact our Customer Experience team on [email protected] 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 12 months 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 [email protected] 

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 stockists.

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.

YOUR ACCOUNT

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 [email protected] 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 – get in touch with our Customer Experience Team at [email protected] 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.

GENERAL INFO

We'd love to hear from you! If you feel like you're a perfect match with ROLER, shoot us a quick email on [email protected] and we'll be in touch!  

We appreciate any valuable feedback and would love to hear from you. Email us directly at [email protected] and one of our Customer Experience Team Members will be in touch!  

Oh no! Nobody likes an error message & sometimes a quick trouble shoot can help you get your order over the line.

Tips

  • Try private/incognito mode. Don't know how, see here. 
  • Try using another web browser - we strongly suggest Google Chrome! 
  • Check your payment details - Double check if you've inputted your numbers correctly. We all make typos! 
  • Disable/delete your cookies, sometimes old cookies can generate those error messages. 

If you're still having issues, contact one of our friendly Customer Experience Team Members and they'll be more than happy to help you out.

Despite our best efforts, there are rare instances where our online warehouse might not be able to fulfill your order due to damaged or missing items. If this happens, our Customer Experience Team will be in touch, and we'll arrange a refund for you as soon as possible. 

You can get in touch with us via email at [email protected]. Our office hours are 8.30am - 5.30pm, Monday to Friday.

If you can't find the information you need in our product description, feel free to reach out to our Customer Experience Team at [email protected] and we'll be happy to help.  

Got your eye on something, but it's out of stock on our online store? We can keep you in the loop! Sign up for a restock email notification on our website. 

Just look for the "notify me when available" button and pop your details in and we'll do the rest.  



You can send through all media or PR enquires to us at: [email protected]

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