FAQ

No. You may complete your purchase as a guest or create an account to view your order history and manage your details more easily.

You will receive an order confirmation using the contact information provided at checkout. Please review the confirmation and contact Client Care promptly if any information is incorrect.

We begin preparing orders shortly after they are placed. Please contact Client Care as soon as possible if you would like to request a change or cancellation. We will make every reasonable effort to assist, but changes cannot be guaranteed once an order has entered preparation or been dispatched.

Please contact Client Care as soon as possible. We may be able to update the address before preparation begins, but an address cannot always be changed after dispatch. Additional charges resulting from an incorrect address or requested redirection may be the responsibility of the client.

If a piece becomes unavailable after your order has been placed, we will contact you and refund the amount paid for that piece to your original payment method.

The available payment methods will be displayed at checkout.

The final amount payable, including applicable VAT, delivery charges and any other disclosed fees, will be presented before you complete your purchase.

Please refer to the Size Guide and fit information presented on each product page. If you would like further assistance, contact Client Care before ordering. We will be pleased to guide you.

We take care to present each colour as accurately as possible. Its appearance may vary slightly depending on your screen and device settings.

Please follow the care instructions provided on the garment label and product page. Following the recommended instructions will help preserve the piece over time.

A pre-order allows you to reserve a piece before it becomes available for immediate dispatch. The estimated dispatch period will be clearly presented on the product page before you complete your purchase.

Payment is collected when the pre-order is placed.

The product page will show the estimated dispatch period. Standard delivery time begins after the piece has been dispatched. Once your order leaves us, you will receive a shipping confirmation with the available tracking details.

If a material delay affects your pre-order, we will contact you with an updated estimate and the available options.

The complete order may be dispatched when all pieces are ready. Where separate delivery is available, this will be stated at checkout or arranged with Client Care. You will not be charged an additional delivery fee unless separate delivery is specifically requested by you.

Available pieces are normally prepared within 1–2 business days after payment has been confirmed. Orders placed after 4:00 pm, on weekends or on public holidays will begin processing on the following business day. Pre-orders follow the estimated dispatch period stated on the relevant product page.

Estimated delivery after dispatch:

• Riyadh: 1–2 business days.
• Other cities and regions: 2–5 business days.
• Remote areas: additional time may be required.

These timeframes do not include the order-preparation period.

Yes. International delivery is available to the destinations shown at checkout. Estimated international delivery after dispatch is 5–15 business days, depending on the destination, courier and customs procedures.

Once your order has been dispatched, you will receive a shipping confirmation with the available tracking details. Tracking information may require a short period to become active.

Our delivery partner may make up to three delivery attempts using the contact information provided with your order. If delivery cannot be completed, the parcel may be returned to Rolana. Additional delivery or return costs may apply before the order is sent again or may be deducted from the refundable amount.

International orders may be subject to customs duties, import taxes, clearance charges or other local fees. Where these amounts are not collected at checkout, they are the responsibility of the recipient and must be paid directly to the relevant authority or delivery provider.

Eligible pieces may be returned provided they reach us within 14 days of delivery and meet all conditions in our Returns, Exchanges & Refunds Policy. The piece must be unworn, unused, free from signs of wear and returned with its original tags and Rolana Seal intact.

For reasons of hygiene and personal care, certain pieces — including bodysuits — cannot be returned or exchanged. Any non-returnable condition will also be stated on the relevant product page.

Return delivery costs are the responsibility of the client. You may return the parcel using your preferred local courier.

Open the original parcel using the tear strip and return the piece inside its original packaging. Use the additional adhesive strip provided to reseal the parcel securely. The Rolana Seal and all original tags must remain intact.

Yes, provided the returned piece meets our return conditions and the requested replacement is available. Your first exchange from an order is delivered with our compliments. Additional exchanges from the same order are subject to standard delivery charges.

Please allow 3–5 business days for an approved exchange to be prepared before dispatch.

Every returned piece is examined upon arrival. If it meets our return conditions, we will begin processing the refund within 10 business days of receiving the parcel. The refund will be returned to the original payment method. Your payment provider may require additional time for the funds to appear in your account.

Contact Client Care within 48 hours of delivery and provide:

• Your order number.
• A description of the issue.
• Clear photographs of the parcel, shipping label and affected piece.

We will review the matter and arrange the appropriate next step.

For assistance with an order, product or delivery, your Private Client Advisor is here to help. Speak to Client Care on WhatsApp, or email clientcare@rolana.sa.