To Our Rolla's Community
We know these are challenging times and we are sensitive to what is currently happening around the world. We as individuals and as a global community are in this together and we are thinking of everyone during this time.
During this time we need to stay connected to one another. We are here for you and our virtual arms are wide open. Whether it’s a question about your order, more information on a fit or if you just want to start a conversation with us, please reach out via direct message on social media or via our contact us page.
As we continue to monitor the current situation, Rolla’s have implemented health and safety measures under the guidance and recommendations of the World Health Organisation. As a brand we are committed to makes you feel at ease during this time. Below we’ve covered some important updates.
Due to an overwhelming volume of orders, our warehousing parter is experiencing a 1-3 business day delay in the packing and dispatching of orders. You will receive a dispatch confirmation email as soon as your order is on the way, thank you for your patience during this time.
Our shipping partner Australia Post, and their international counterparts continue to operate, however are experiencing major delays in processing and delivery during this time (as some of you may already have noticed). These delays can be attributed to:
- Unprecedented increase in parcel shipments
- Widespread international flight cancellations
- Increased health and safety requirements
- Border closures and other government restrictions
While the delay timeframes may vary between regions, we have been assured they are working hard to move these parcels through the networks as quickly and safely as they can. To stay up to date with these delays, please see here. Please also see our FAQ listed below.
As a result, it will probably take longer than usual to receive your orders but rest assured these are on their way to you (and we know will be worth the wait!). Your patience and support during this time means the world to us.
Our amazing Service Denim Store locations have been temporarily closed to isolate and look after the individuals and our communities health and safety. We’ll miss seeing you in store, but we’ll be back soon.
- Updated 01/05/2020
Will my online order still be processed?
Yes, our online store is still open for business and taking your orders. Due to the recent Stage 4 restrictions imposed in Melbourne, our warehouse team is currently reduce and slight delays may occur with the picking and packing of your order. Our warehouse partner is doing all they can to ensure the safety of staff, as well as processing your orders as quickly as they can during this time. We continue to monitor the ever-changing situation closely and will update you if this affects your order.
Will there be a delay in receiving my order?
Our shipping partner is Australia Post and they are still fully operational at this stage. They have introduced new contactless delivery processes to keep everyone safe, so your order will be delivered via Safedrop or post office collection where necessary. You can stay up to date with any changes to this service here.
Due to the social distancing rules and new health procedures, Australia Post is experiencing longer than usual delivery times with some shipments. Unfortunately these delays are out of our control and we apologise for the longer wait times. For delivery updates on your shipped order please visit Australia Post with your tracking ID here.
Customers outside of Australia should also keep an eye on updates to your national postal service regarding your local delivery. Some of our major international postal carriers include USPS, NZ Post, Royal Mail and Canada Post.
I won’t be able to get to a post office in the near future, can I still return an item past the 30-day return window?
We totally appreciate that many regions are experiencing restricted movements currently. We don’t want you to sweat the small stuff, so we’re extending our returns window to 60 days for orders received from March 2020. Just ensure all other terms of our returns policy are met, so there is no further hold-up of your return once it is safe to send.
I will no longer be able to access the original shipping address I entered. Can I change the delivery address?
We’ll do our best to accommodate changes to shipping addresses, however there is no guarantee amendments can be made to your order once it has been processed or shipped. Please contact us as soon as you can to request this.
I have an issue with a Rolla's Jeans product purchased from another retailer. Can you help me?
Requests for returns, exchanges or refunds should still be directed to the original place of purchase. We’re more than happy to provide any product advice you need, so feel free to send us a message about this.
Will I still be able to talk to someone about my order?
If you haven’t found the answers you need online, our team is still here and ready to help you. As we’re currently doing our bit to slow the spread of COVID-19 and working from home, our office phone line is temporarily unavailable, but feel free to reach out via live chat or contact form and we’ll get back to you as soon as we can.