Shipping & returns
Shipping and returns policy
Rolenn Studio would like to ensure your satisfaction. Please review our returns policy below for details on initiating returns, eligibility, and the process.
We provide Australia wide and International shipping calculated at checkout.
International Shipping
Our Boucle Décor Pieces are now available for worldwide shipping. Experience the essence of our products with a current dispatch time of approximately 2-3 weeks from the date of purchase.
Individual shipping charges apply per product at checkout. For bulk orders, kindly reach out to us at hello@rolennstudio.com for a customized shipping quote. Embracing a door-to-door service, our couriers strive to make the process seamless - Please note that our product prices and shipping fees exclude any local government customs duties and taxes. Customers are responsible for these additional fees as they are unrelated to our business operations. Prior to purchasing, please get in contact with our friendly team via email hello@rolennstudio.com to be advised of any potential customs duty and taxes.
To safeguard your purchase, we recommend capturing photos upon delivery before unpacking, allowing us to address any potential damage in the unlikely event.
Initiating Returns
We take great pride in our furniture and examine the quality of each individual product before it leaves our facility. However if your product is damaged during transit, please contact our team within 24 hours on hello@rolennstudio.com. Once approved, the items must be sent back to us within seven (7) days.
The damaged goods are required to be returned to Rolenn Studio, therefore the original packaging will need to be kept to return.
If the items do not comply with our returns policy, we reserve the right to refuse returned items. Additional postage will be charged to the buyer for items that have been refused and require to be sent back. Using a non-traceable postage service for your return is the buyer's choice, therefore Rolenn Studio will not accept responsibility for returns sent through this method that are not received. We highly suggest that you send any returns using a traceable postage method.
Eligibility for Returns
Unfortunately due to the nature of our products, Rolenn Studio does not offer a refund due to a change of mind, did not understand what you were purchasing, added the wrong quantity to your order or incorrectly read the product description. Contact us at hello@rolennstudio.com if you would like to speak to our team about our policy.
Rolenn Studio takes no responsibility for delayed shipments and therefore cannot offer a refund due to deferred delivery.
If a product you receive is faulty, damaged, or defective, please contact us at hello@rolennstudio.com within 24 hours of receiving the delivery. We may request photos or additional information to assess the issue. Depending on the circumstances, we will offer you a refund, repair, or replacement.
Change of mind returns are not applicable for any orders.
Items that are faulty, damaged, or defective can be returned for a refund, excluding shipping costs incurred by us. To qualify for a refund, the following conditions must be met:
- Notify us via email hello@rolennstudio.com within thirty (14) days of receiving your order with supporting evidence/photos.
- Return the item with proof of purchase.
- Ensure the returned item is in its original, unused condition with intact packaging, including tags and filling tips cards.
- The item must not be a gift voucher.
Once your return request is received, we will provide instructions and our return shipping address. Returns should be sent within seven (7) business days. Exchanges are not available.
Returns will not be accepted after the thirty (14) day window.
Upon receiving your return, please allow up to five (5) business days for our team to assess the product's condition. Refunds will be processed to the original method of payment.
Original shipping costs are non-refundable.
Bundles
Bundles are sold at discounted rates and are not refundable. Partial returns/returns or exchanges for bundles are not accepted.
Clearance Items
Items purchased from our Clearance section are final sale and cannot be refunded or exchanged.
Faulty Items
In case of a faulty item, email us at hello@rolennstudio.com with a description and images of the fault, along with your full name and order number.
We offer a six (6) month faulty claims period (excluding general wear and tear). As per Australian Consumer Law, minor problems may lead to free repair or store credit. Major problems qualify for a replacement, store credit, or refund.
Please note that we cannot provide pre-paid return labels for international customers. Damages due to incorrect use, care, or wear are not considered faulty.
Pre orders
As we are an emerging business in the manufacturing industry, we produce our products in smaller quantities to keep storage costs low and avoid mass production. If an item is on pre-order we will note when it is due.
In this case, we ask that you please select your items carefully as we are unable to offer refunds on pre ordered products. On occasion there may be delays and we do appreciate your patience. If in a very unlikely case the delay exceeds a 30 day period we may consider a refund upon your request.
Cancellations and Amendments
Orders cannot be cancelled or amended after placement. Any entered details or mistakes are the customer's responsibility. We cannot guarantee timely review of email requests before dispatch.
Care Instructions and Filling Guide
Review product descriptions and care instructions for proper use and maintenance. Ignoring guidelines leading to damage isn't our responsibility. Stains or damage after product use are not covered.
Colour Variations
Online images may differ from real-life colours due to natural light, editing, and screen quality. Fabric swatches are available for colour evaluation before purchase.
Sale Periods
Using discount codes during sale periods is not allowed; double-dipped orders will be cancelled. No refunds for pre-sale purchases during sale periods. Clearance items have no change of mind returns.
Please note that this policy reflects our commitment to ensuring your satisfaction with Rolenn Studio. If you have any questions or need assistance, feel free to contact us at hello@rolennstudio.com