FAQ

Frequently Asked Questions

How can I contact Roselle Sydney?

Our customer care team is here to assist with any questions about your order, delivery, returns, payments or our products.

You can get in touch with us through the following methods:

Email: [YOUR ROSELLE SYDNEY EMAIL]
Phone: [YOUR AUSTRALIAN PHONE NUMBER]
Contact Form: You can also send us a message through our Contact Us page.

Our customer care team is available:

Monday to Friday: 9:00 AM – 6:00 PM AEST
Saturday & Sunday: Closed

If your enquiry is about an existing order, please include your order number so we can assist you as quickly as possible.

Can I cancel my order?

If you need to cancel your order, please contact our customer care team as soon as possible after placing it.

Orders may be cancelled within 15 minutes of purchase. After this period, your order may have already entered our processing or fulfilment system.

We'll always do our best to accommodate cancellation requests. However, once your order has begun processing or has been dispatched, we may no longer be able to cancel it.

If your order has already been shipped or delivered, you may still be eligible to return it in accordance with our Refund & Return Policy.

Please include your order number when submitting a cancellation request so we can locate your order quickly.

When can I expect my order to arrive?

We aim to prepare and deliver every Roselle Sydney order as efficiently as possible.

Orders are generally processed within 1–3 business days, Monday through Friday.

Once processing is complete, your order will be dispatched from our international fulfilment facility and handed over to the appropriate shipping carrier.

Our estimated total delivery time is approximately 7–14 business days, including both processing and transit time.

Once your order has been dispatched and tracking information becomes available, you'll be able to follow its journey using the tracking details provided.

Please keep in mind that delivery estimates are not guaranteed. Occasional delays may occur due to circumstances outside our control, including customs processing, carrier disruptions, public holidays, severe weather or unusually high order volumes.

Business days exclude weekends and public holidays.

For further details about delivery, please review our Shipping Policy.

How will I receive my refund?

Once your returned item arrives at our designated returns facility, it will be inspected to ensure it meets the conditions outlined in our Refund & Return Policy.

Eligible returns are generally inspected and processed within approximately 2–4 business days after they are received.

Once your return has been approved, your refund will be issued to the original payment method used when placing your order.

After the refund has been issued, it will generally take approximately 3–5 business days for the funds to appear in your account. Processing times may vary depending on your bank, card provider or payment processor.

Please note that additional processing time required by your financial institution is outside our control.

Where applicable under our Refund & Return Policy, a 15% restocking fee may apply to approved returns. This fee may be waived where an item is confirmed to have arrived damaged, defective or incorrect.

If more than 15 business days have passed since we confirmed that your refund was approved and you still haven't received it, please contact our customer care team.

Which payment methods can I use?

Roselle Sydney offers a range of secure and convenient payment options.

Depending on availability at checkout, accepted payment methods may include:

  • American Express

  • Visa

  • Mastercard

  • Apple Pay

  • Google Pay

  • Maestro

  • Shop Pay

The payment methods currently available for your purchase will always be displayed at checkout.

Certain payment options may vary depending on your location, device, currency or payment provider.

Payments are securely processed through our payment providers, and Roselle Sydney does not directly store your complete credit or debit card information.

Once your payment has been successfully completed, an order confirmation will be sent to the email address provided during checkout.

For additional information, please visit our Payment Methods page.

Can I exchange an item from my order?

If you've ordered the wrong size or colour, or would prefer a different item, please contact our customer care team.

Include your order number, the item you'd like to exchange and the size, colour or alternative product you would prefer.

To be eligible for a return or exchange, products must generally be:

  • Unworn

  • Unused

  • Unwashed

  • Unaltered

  • In their original condition

  • Returned with their original tags, packaging, liners and accessories where applicable

Items showing signs of wear, washing, use, alteration or damage may not be eligible for return or exchange.

For the quickest replacement, we generally recommend returning your original item according to our return instructions and placing a separate order for your preferred size, colour or product.

Please do not send an item back before contacting us. Our customer care team will first review your request and provide the appropriate return instructions and return destination.

Customers are responsible for applicable return shipping and customs costs for exchanges or change-of-mind returns, except where otherwise required by applicable consumer law.

For complete information regarding eligibility, return shipping, fees and refunds, please review our Refund & Return Policy.