All orders processed online or at the Natalie Rolt showroom 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. With this in mind, our boutique is temporarily closed.
Our online store is still operating 24/7 & our team of passionate women have doubled down on hygienic, controlled processes.
The time frame of returns are 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.
All pre-approved cancellations for COVID-19 related concerns will be offered a credit note or garment exchange only.
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 size and style exchanges as well as credit notes on full priced stock and made-to-order items. In the case of a size or style 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. Natalie Rolt only accepts one exchange per style unless faulty.
In the case of a return, replacement or exchange requested by the customer, the issue must be notified to the Natalie Rolt team within 30 business days upon receiving the order. Once the garment has been returned to the Natalie Rolt showroom it will undergo a review for exchange. If approved, the customer will receive a notification from the Natalie Rolt returns portal.
Please note all shipping costs on exchanges 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. In the case there is an outstanding amount owing to the customer it will be issued in the form of a credit note.
Natalie Rolt does not accept returns on undergarments, gift vouchers and sale items.
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.
All designs that are made-to-order will state this in the products description, along with the garments production time frame.
If you require your garment sooner than the stated production time frame, please contact the customer service team by phone or email to enquire about order fast tracking services.
Please note all fast track options need to be approved and added to your order by the Natalie Rolt customer service team.
Stock items are garments that are pre-made and are available for next day dispatch or collection from the Natalie Rolt studio.
Sales stock items are garments that have been discounted. All sale stock purchases are final and 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 customer service 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 customer service team to approve and resolve immediately.
All pre-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 making of a garment. In the case a fault passes through please contact the Natalie Rolt customer service team within 7 days of receiving your order 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.
To change the currency, please select the currency drop down tab, located in the top right-hand side of the site.
Please note, final payment is processed in AUD and 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 & 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.
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 customer service team via phone or email to manually process your order as two codes cannot be used at once at the checkout.
Please note standard return policies apply to items purchased with a promotion code.
Promotional codes are not redeemable on selected items, including stock items, postage, gift vouchers, and under garments.
Please refer to the individual code for expiry terms.
SHIPPING AND DELIVERY
All orders that require freight will be sent tracking codes once the parcel has been dispatched from the Natalie Rolt showroom by our trusted postage partners; Star Track or DHL.
ESTIMATED DELIVERY AND COST
The order completion date 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.
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.
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 dependant 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 Friday 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.