All orders processed online or at the Natalie Rolt studio constitutes as an agreement to the below policies and terms & conditions;
SPECIAL CIRCUMSTANCES - COVID-19
Natalie Rolt highly values the health & safety of each unique member of our community – including both you & our team.
The time frame of returns is flexible during this unique period.
Our 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 & dispatched in a timely manner.
Information about each style is supplied online and at the Natalie Rolt studio with a strict no refund policy unless the garment is deemed faulty.
Natalie Rolt accepts exchanges as well as credit notes on full priced stock and made-to-order items. In the case of an exchange or faulty replacement, the Natalie Rolt team will replace the garment in a timely matter. Please note, if a size or style exchange is requested on an out-of-stock item, a credit note will be issued. Credit notes are valid for 12 months. Natalie Rolt only accepts one exchange per style unless faulty.
Returns must be made within 30 business days upon receiving the order. The below conditions must be adhered to;
- The garment must be returned in its original condition with all tags intact and attached to the garment.
- The customer must not attempt to resolve any damages unless approved by the Natalie Rolt team.
- The garment must be unworn, undamaged and not laundered.
- Natalie Rolt reserves the right to reject an order for any reason, at any time.
- In the case of a fabric or colour being discontinued the customer is entitled to reselect another.
- Failure to supply the correct information regarding your order is not at the fault of Natalie Rolt.
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 parcels are not liable to Natalie Rolt.
Natalie Rolt does not accept returns on undergarments, gift vouchers and sale items.
All Evening Wear styles are handcrafted in Australia on a made-to-order model. The garment production time frame is stated within the online product description.
If you require your garment sooner than the stated production time frame, please contact the customer service team prior to order placement to enquire about order fast tracking services.
Please note all fast track options need to be approved and added to your order by the Customer Service team prior to ordering.
Stock items are garments that are pre-made and are available for next business day dispatch or collection from the Natalie Rolt studio.
Sale items are garments that have been discounted. All sale item sales are final and are not eligible for exchange, credit note or refunds.
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 our Customer Service team.
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 Customer Service team resolve immediately.
All approved cancellations will be offered a credit note or garment exchange only.
Natalie Rolt reserves the right to cancel or refuse an order at any given time.
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 manufacturing and quality of a garment. In the case of a fault, please contact the Customer Service team immediately.
Natalie Rolt does not accept natural fibre flaws in the fabric as faults.
All orders placed through the Natalie Rolt website and studio are processed in AUD and are GST inclusive.
GIFT VOUCHERS AND STORE CREDITS
All gift vouchers and credit notes are issued with a unique code that can be used in-store or online.
Gift vouchers & credit notes are not redeemable for cash and have a 12-month expiry.
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 T&C’s.
Afterpay NZ - Depending on the current exchange rate, the final amount may differ from the amount displayed at checkout.
Natalie Rolt offers promotional discount codes at random throughout the year. When a promotion is announced, it can be redeemed in-store or online by entering the promotion 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 stock items, postage, gift vouchers, and under garments.
Promotional codes are not redeemable in conjunction with any other offer.
Please refer to the individual code for expiry terms.
SHIPPING AND DELIVERY
All orders that require freight will be emailed tracking information once the parcel has been dispatched from the Natalie Rolt studio by our trusted postage partners; Star Track or DHL.
ESTIMATED DELIVERY AND COST
The production time frame 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 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 $20AUD on orders under $150 AUD.
Express Shipping International has a delivery time frame of 4-8 Business Days. This service is $40AUD on orders under $150 AUD.
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 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
All Natalie Rolt garments are inclusive of GST.
Please note international parcels may be subject to duties and taxes. This is dependent on the countries customs policy and payable by the customer.
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 studio and customer service team does not operate on public holidays.
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 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.