TERMS OF SERVICE

ORDERING

All orders processed online or at the Natalie Rolt boutique constitutes an agreement to the below policies and Terms and Conditions.

 

SPECIAL CIRCUMSTANCES - COVID-19

Natalie Rolt highly values the health & safety of each unique member of our community – including both you and our team. 

The time frame of returns is flexible during this unique period.  All approved order cancellations will be offered a credit or exchange only.

Trusted postage partners have confirmed that receivers will need to be present at the point of delivery however to limit contact, a signature is not required.  Whilst Natalie Rolt is not liable for shipping delays, orders will continue to be produced and dispatched in a timely manner.  

 

RETURNS POLICY

Natalie Rolt garments come with a Consumer Guarantee as provided under the Australian Consumer Law (ACL) which cannot be excluded.

As a valued customer of Natalie Rolt, we endeavour to ensure you are satisfied with your purchase.  We pride ourselves on modern design and quality construction.

In the instance that you would like to lodge a return, the following Terms and Conditions apply to all purchases made online and at the Natalie Rolt boutique.

> Full Priced Items

Natalie Rolt gladly offer a credit note or exchange for full priced items.  Payment refunds are only accepted on faulty garments. 

> Sale Items

Sale items are garments that have been discounted. All sale item sales are final and are not eligible for exchange, credit or refund.

> Conditions of Return

Please ensure the below conditions are met, before lodging a return with Natalie Rolt.

  • The return is submitted via Return Portal or the boutique within 30 days of receiving order.
  • The garment(s) must be unworn, undamaged and not laundered.
  • The garment(s) must be returned in original condition with all tags intact and hygiene stickers in place.

Please note, all return shipping costs are at the cost of the customer and not payable by Natalie Rolt. Natalie Rolt requires all return parcels to be sent via a secure, pre-paid and traceable postage method. Lost or stolen return parcels are not liable to Natalie Rolt. 

> Quality Guarantee

We sincerely apologise for any inconvenience caused by receiving a faulty garment. 

If you believe you have received a faulty product, please contact Customer Care with images of the defect along with the order number.  Customer Care will assess the garment within two business days.  If the product is found to have a failure, you are eligible for a refund, exchange or repair.  Customers must not attempt to resolve any damages unless approved by Customer Care.

Natalie Rolt also sells garments that may have minor faults which are stated in the online product description.  As these minor faults are declared prior to sale, customers will not have the right to obtain a remedy under the ACL if those particular defects later cause problems with the product. 

Natalie Rolt does not accept natural fibre flaws in the fabric as faults.

> Refunds

Refunds are reversed to the original payment method and can take up to 5-10 business days to appear in your account due to varying processing times between payment providers.

> Gift Vouchers and Store Credits

All gift vouchers and credit notes are issued with a unique code that can be redeemed online and at the Natalie Rolt boutique. Gift vouchers and credit notes are not redeemable for cash and subject to being an exception under the ACL, are valid for three years from the date of issue.

> Exchanges

Exchanges are offered on return orders given it is equal in value.  This return process is subject to product availability.  If the Customer Care team are unable to fulfil an exchange request, a credit note will be issued. 

 

CHANGING OR CANCELLING AN ORDER

After an order has been processed, Natalie Rolt are unable to modify the original order.

Natalie Rolt reserves the right to cancel or refuse an order at any given time.

 

CURRENCY

All orders placed online and at the Natalie Rolt boutique are processed in AUD and are GST inclusive. 

  

PAYMENT METHODS

Natalie Rolt accepts; Cash, Visa, Mastercard, Gift Vouchers, Store Credits, Afterpay and Paypal.

Please note Afterpay and Paypal are third party payment methods with their own Terms and Conditions.

Afterpay NZ - Depending on the current exchange rate, the final amount may differ from the amount displayed at checkout.

 

PROMOTIONAL CODES AND PERIODS

Natalie Rolt offers promotional discount codes at random. When a promotion is live, it can be redeemed online and at the boutique by entering the promotional code at the final payment stage of the checkout.

The standard Return Policy applies to items purchased with a promotional code.

Promotional codes are not redeemable on selected items, including postage, gift vouchers and under garments. 

Promotional codes are not redeemable in conjunction with any other offer.

Please refer to the individual code for full terms and expiry details.

 

DELIVERY TRACKING INFORMATION

All orders that require freight will be emailed tracking information once the parcel has been dispatched from the Natalie Rolt boutique by our trusted postage partners, Star Track or DHL.

 

ESTIMATED DELIVERY AND COST

The production time frame for made-to-order Evening Wear garments is estimated in each product description. 

Please note, with an order of multiple items, the completion date will be based off the item with the longest production time frame.

Natalie Rolt boutique offers complimentary delivery on all orders over $150 AUD. 

Express Shipping within Australia has a delivery time frame of 1-3 business days.  This service is $20 AUD on orders under $150 AUD.

Express Shipping International has a delivery time frame of 4-8 business days.  This service is $40 AUD on orders under $150 AUD.

 

SHIPPING DELAYS

All parcels are sent by trusted postage partners, Star Track and DHL. Natalie Rolt is not liable for shipping delays that may incur via a postage third party.

In the case that an unforeseen postage delay occurs, Customer Care will help to resolve the issue immediately with the customer and postage partner. 

Natalie Rolt is not liable for any lost or stolen parcel.

 

DUTIES, TAXES AND GST

There is no GST charged on international orders.  Natalie Rolt maintains price parity between domestic and international customers.

All products are sold on a Delivery Duty unpaid basis. International parcels may be subject to local duties and taxes. It is the responsibility of the receiver to pay for this charge, not Natalie Rolt. 

If a receiver refuses a shipment from Natalie Rolt, the receiver is responsible for the original shipping charges, any import fees that may have incurred on the package, as well as the cost of returning the order parcel to Natalie Rolt. This amount will be deducted from your order refund once the shipment has been received.

 

CARE INSTRUCTIONS

All garments have care and wash instructions sewn into the garment. If you require assistance with recommendations on how to launder your garment, please contact Customer Care.

  

BOUTIQUE GIFT WITH PURCHASE

All boutique purchases between the 13th of October 2020 to the 30th of November 2020 will be gifted 15% off their next in-store purchase.  This one-use offer is valid until the 31st of December 2020 and does not run-in conjunction with any other offer.  The gift card must be presented to redeem.