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Customer Support

You may find the answer to your question below in our FAQs or on our chat.

Or ask us anything using the contact form or at hi@rovedesigns.com

Returns & Exchanges

Australian and US returns »

International returns - Please read our returns policy »then request a return by emailing us.

Media, PR & Collaboration Inquiries

All media an collab inquiries can be sent to media@rovedesigns.com

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FAQs

Where is my order?
We aim to send orders made before 10am AEDT, Mon-Fri on the same day...all other orders are sent on the next business day (Closed on QLD public holidays)unless they contain a preorder item. Y our tracking number is sent to you by email. If your order has not been sent, please check your order confirmation email as you may have ordered a pre-order item. Preorder items vary between 2-6 weeks and the specific time for your item was listed on the product page when you added it to cart.
I returned my order...when will I be refunded?
Return parcels are processed within 7 business days of arriving at our returns address. At peak times the refund process might take up to 2-3 weeks and we appreciate your patience. Once processed, refunds take 0-3 business days to arrive in your account. You will not receive a notification when your order arrives at the returns address. You will receive a refund notification email when your order is refunded.
Do you have a discount code for new customers or any sales?

We usually do not have sales or discount codes as our pieces are all ethically made from quality fabrics and we prefer to directly offer them at affordable prices. We do however make an exception with a Boxing Day Sale at the end of each year.

Do you have a website in Europe?

Yes we do and all orders are sent from Germany. We deliver to most EU countries from that e-store and some other countries in Europe. We only send to non-EU countries from this e-store but you can click here to switch to our EU site!

Does ROVE have a physical store or stockists?
Currently ROVE pieces are exclusively available here on our website.
Are there Customs/Import Duties or Taxes?
Please be aware your country or national postal service may charge an additional customs duty, import tax or handling fee. ROVE designs is not responsible for any applicable duty, value added taxes (VAT),import consumption tax or handling charged to you by your country or postal service. ROVE Designs is legally required to declare the full dollar value paid on international shipments. If the parcel is returned to sender as a result of being refused by the recipient or not collected from the collection point, then the order may not be eligible for refund. If problems occur please contact your local post office or customs.

European customers can shop on our Europe website with local shipping from Germany. Click here to change to our Eu site »
Are sales items refundable?
Sales items are non-refundable. We recommend following the size guide on the product page or asking the ROVE team for sizing advice if you are at all unsure.
What is the delivery time of an Australian order?
Times differ state by state. Please see our Delivery page for delivery estimates.
What is the delivery time of an international order?
Times differ with every country. Please see our Delivery page for delivery estimates.
How can I pay for my order?
You can purchase your ROVE order using a credit/debit card Afterpay or PayPal.
Can you deliver to my country?
ROVE can deliver worldwide except for Russia. A PO Box address is mandatory for Qatar, Oman, Saudi Arabia and PNG.

European customers can shop on our Europe website in European Spring and Summer with local shipping from Germany. Click here to change to our Eu site » (site re-opens in 2022)
What packaging do you use for my order?
Your mailing satchel and packaging are certified as home & commercially compostable by some of the toughest organisations in the world including The Australian Standard AS5810. Learn more from betterpackaging.co

Your postcard is made from 100% recycled paper.
Are ROVE pieces true to size?
ROVE pieces are true to size unless otherwise stated in the product description. We generally recommend choosing the size that best matches your body measurements on our sizing chart and reading the product description as it may include additional information to help you choose your size for that style.
Do I have to pay for return shipping fees?

Australian and US customers can now use our returns portal to submit a return online and easily download a return label.

Exchanges are free within Australia. Australian and US customers can return for a refund and a return fee will be deducted from their refund.

International customers - Please read our returns policy. We recommend return by your own means from a local post office and return costs are your responsibility.

You can find more info on our Returns & Exchanges page »

Why does the currency change at the checkout?
Our website will automatically display prices in your local currency but once you reach the checkout page you will be charged in Australian Dollars (AUD) because we are an Australian brand. The prices displayed are converted according to the current exchange rates.
How do I use my Gift Card?
To apply your gift card to an order, you can enter the code when you reach the checkout.

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