Returns & Exchanges
We hope every Rolana piece arrives exactly as you imagined it. If it is not quite right, we are pleased to welcome it back.
Eligibility and timing
You may request a return or exchange within 14 days of receiving your order.
The piece must be unworn, unused, and returned in its original condition and packaging. It must be free from marks, alterations, fragrance, makeup, or other signs of wear, with all original tags and the Rolana Seal attached and intact.
Once your request has been approved, please dispatch the parcel within 7 days using a tracked courier service.
Rolana reserves the right to decline a return that does not meet these conditions.
Starting and preparing your return
Contact our Client Care team through the Contact Us page and provide:
- Your order number.
- The piece you wish to return.
- Whether you prefer a refund or exchange.
- The reason for the return.
We will confirm your request and provide the return address and instructions. Please do not send your return before receiving confirmation.
Every Rolana parcel is designed to be used twice. Open it using the tear strip, place the piece inside as it arrived, and reseal the parcel using the second adhesive strip provided.
Please ensure the piece is protected, all tags remain attached, and the Rolana Seal is intact before closing the parcel.
Return delivery costs are the responsibility of the client. We recommend using a tracked service and retaining proof of postage until the return is complete. The piece remains in your care until it reaches us.
Pieces that cannot be returned
For reasons of hygiene and personal care, bodysuits and other intimate pieces cannot be returned or exchanged.
Any non-returnable piece will be clearly identified on its product page before purchase. This does not apply if the piece arrives faulty, damaged, or incorrectly supplied.
Inspection and approval
Every returned piece is examined by our team. Please allow 3–5 business days from its arrival for inspection. We will email you when the return has been approved or if further information is required.
Pieces showing signs of wear, use, alteration, damage, fragrance, makeup, or removal of the Rolana Seal may not be accepted.
Refunds
Approved refunds will be issued to the original payment method within 10 business days. Your bank or payment provider may require additional time for the funds to appear in your account.
Original delivery charges are not refundable unless the complete order arrives faulty, damaged, or incorrectly supplied. Purchases made with a Rolana Gift Card will be refunded to a Rolana Gift Card.
Exchanges
Exchanges are subject to availability and are prepared after the returned piece has passed inspection. Please allow 3–5 business days after approval for the replacement to be prepared for dispatch.
If the replacement piece is lower in price, the difference will be returned to your original payment method. If it is higher in price, we will send you a secure payment link for the difference.
Delivery of the first replacement piece is complimentary. Return delivery to Rolana remains the responsibility of the client. Further exchanges from the same order are subject to standard delivery charges.
If the requested piece is unavailable, we will contact you to arrange a refund or select another available piece.
Faulty, damaged, or incorrect pieces
If your order arrives faulty, damaged, or incorrect, contact Client Care as soon as possible and provide your order number and clear photographs of the piece and packaging. Please wait for instructions before returning it.
Once the issue is confirmed, Rolana will cover the return delivery and arrange a replacement, repair, or refund as appropriate.
Refused or undeliverable orders
If delivery is refused, or cannot be completed because the address or contact information provided is incomplete or incorrect, the parcel may be returned to Rolana. Any additional delivery or return costs may be deducted from the refundable amount.
If you change your mind after dispatch, please accept the delivery and request a return through the usual process.