Need help? The Natalie Rolt team is here to assist with any enquires you may have.
CUSTOMER SERVICE HOURS
Monday to Saturday 10am – 5pm AWST
Phone: 08 6219 5063
Address: 92 Stirling Hwy, North Fremantle, Western Australia 6159
Please note the Natalie Rolt showroom and customer service team does not operate on public holidays.
All orders processed online or at the Natalie Rolt showroom constitutes as an agreement to the below policies and terms & conditions;
MADE TO ORDER ITEM
All designs that are made to order will state this in the products description, along with the garments production timeframe. This is not inclusive of the additional delivery time frame if you are not collecting your order from the Natalie Rolt showroom.
If you require your garment sooner than the stated production time frame, please contact the sales team by phone or email to add one of the below fast tracking options to your order.
Option 1 – Halving the garments production time frame for a fee of $50AUD
Option 2 – Producing your garment to a specific date that is earlier than halving the stated production timeframe for a fee of $100AUD
Please note all fast track options need to be approved and added to your order by the Natalie Rolt sales team.
Stock items are garments that are pre-made and are available to be collected from the Natalie Rolt showroom immediately or posted out to you within 24 hours after purchasing.
Sales items are garments that have been discounted and are available to be collected from the Natalie Rolt showroom immediately or posted out to you within 24 hours after purchasing.
All sale item sales are final and are not eligible for exchange, credit note or refund.
All Natalie Rolt garments have care and wash instructions sewn into the garment. If you require assistance with recommendations on how to wash your garment please contact our sales team.
Please note that we highly recommend using a certified dry cleaner for specialty fabrics. The trusted dry cleaner Natalie Rolt uses is Stannards Dry Cleaning; 173 Hay St, Subiaco.
CHANGING OR CANCELLING AN ORDER
After an order has been processed through the Natalie Rolt system we are unable to modify the original order. If a change or cancellation is required please contact the Natalie Rolt sales team to approve and resolve immediately.
Please note a credit note or exchange will be offered if a cancellation is approved.
FAULTY OR INCORRECT ORDER
All Natalie Rolt garments are produced in Australia and are processed through a quality control procedure to ensure no faults in the making of a garment. In the case a fault passes through please contact the Natalie Rolt sales team to rectify immediately.
Please note we do not accept natural fibre flaws such as silk slubs in the yarn or weave variations in linen as a fault in the garment.
All pricing is shown in AUD. To change the currency please click the currency drop down tab, located in the top right of this site. All charges are inclusive of GST.
GIFT VOUCHERS AND STORE CREDITS
All gift vouchers and credit notes are issued with a unique code that can be used in-store or at the final payment stage at the checkout of natalierolt.com
Gift vouchers are not redeemable for cash and have a 12 month expiry.
Credit Notes are not redeemable for cash and have a 6 month expiry.
Natalie Rolt accepts; Cash, Visa, Mastercard, Gift Vouchers, Store Credits, Zippay, Afterpay and Paypal.
Please note Zippay, Afterpay and Paypal are third party payment methods with their own T&C’s.
Natalie Rolt offers promotional discount codes at random throughout the year. When a promotion is announced this can be redeemed in-store or online by entering the promotion code at the final payment stage of the checkout.
For online customers that would like to use either a gift voucher or credit note and are wanting to redeem a promotional discount code at the same time, please contact the Natalie Rolt sales team via phone or email to manually process your order as two codes cannot be used at once at the checkout.
Please note Natalie Rolt does not accept exchanges, credit notes or refunds on orders placed during a promotional period.
SHIPPING AND DELIVERY
All postage customers are emailed the unique tracking information once the parcel has been collected from the Natalie Rolt showroom by our trusted postage partners; Star Track or DHL.
ESTIMATED DELIVERY AND COST
Express Shipping within Australia takes 1-2 Business Days – $20AUD
Express Shipping International takes 3-5 Business Days - $40AUD
All parcels are sent by our 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, the Natalie Rolt team will help resolve the issue immediately to the best of our ability with the customer and postage partner.
DUTIES, TAXES AND GST
All Natalie Rolt garments are inclusive of GST.
Please note international parcels may be subject to duties and taxes. This is dependant on the countries customs policy and payable by the customer.
REFUND AND EXCHANGE POLICY
Information about each design is supplied online and at the Natalie Rolt showroom with a strict no refund policy unless the garment is deemed faulty.
Natalie Rolt accepts exchanges if the incorrect size has been chosen or the garment is deemed faulty. In the case of a size exchange or replacement the Natalie Rolt team will re-produce the garment in a timely matter, dependant on the productions weekly capacity.
In the case of a return, replacement or exchange requested by the customer, the issue must be notified to the Natalie Rolt team within 7 business days upon receiving the order. Once the garment has been returned to the Natalie Rolt showroom it will undergo review. If approved the Natalie Rolt customer service team will provide you with instructions of return/exchange.
Please note shipping costs during the period of a return or exchange are 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 parcels are not liable to Natalie Rolt.
The below conditions must be adhered to;