Our returns are super easy! If you'd like to exchange or return an item, see below for our frequently asked questions and answers.
All items must be in a new, unwashed and unused condition, with all tags attached and the shoe box in original condition.
Please note, Australia Post are currently experiencing delays due to a high volume of parcels and limited resources due to Covid-19 Delta strain restrictions so your return may take longer than usual to reach us. We will ensure your return is processed quickly and safely as soon as it's received.
How can I return my order?
1. Fill out our returns form.
Log into your account, select the order with items you would like to return and fill out all the details as required.
If you have problems logging into your account, you can also use the online form.
2. Download our detailed instructions on how to send your item(s) back.
This will also be emailed to you.
For ALL purchases outside of Australia, return postage will be at your own cost, so please select your size carefully.
3. Drop your return parcel at any Australia Post Office or red Post Office Box.
We recommend for you to send your parcel using registered mail, which will allow you to track your return.
How long do I have to return my order?
If you would like to return your order, you must contact us within 30* days of placing your order to let us know.
*Please note, we currently have an extended returns period of 60 days for the Holiday period.
If you would like to exchange your shoes with a different size or style, write down the details of your exchange in the comments section of the returns form.
Once our team receives and processes your return, we will organise for the exchange pair to be sent out to you.
Exchange items must be of equal or lesser value. If the item you exchange for is of lesser value than the original item, we will refund the difference to the card used to make the original purchase.
Please note that exchanges are subject to availability. If there is no longer stock available, we will contact you to organise an alternative item, store credit or (if eligible) a refund.
Replacement items will only be shipped after the item for return item has been received by Rollie.
Store Credits are issued for the amount paid (less any discounts).
Your credit will be emailed to you in the form of a digital Gift Card, once your return is processed.
You Rollie store credit is valid for 1 year after date of creation, so you’ll have plenty of time to find the perfect pair!
If you lost the details of your store credit, contact us at firstname.lastname@example.org and we can re-email it to you.
If you are entitled to a refund, your refund will be processed back to your original payment method.
Please note that processing of refunds can take up to 7 business days to show on your account due to varying processing times between payment providers.
From time to time we might run promotions that have different return conditions.
See our T&Cs for any current promotions.
Refunds: No change-of-mind refunds on sale items. If you changed your mind, you can return your order for an exchange or store credit.
Exchange: We will happily exchange for an alternate size in the same product. You will not need to make any extra payments for this.
Store Credit: Store credits will be issued based on the amount paid for the product (less any discounts).
I received the wrong item. What do I do?
If you have received the incorrect item with your order, please contact our customer service team at email@example.com so we can organise the correct style to be sent out to you.
I received a faulty item.
If you have received a faulty item from our online store, please contact us via firstname.lastname@example.org with your order number and images of the fault.
Still have a question? Contact us via email, live chat or phone.