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Shipping Policy

Every Rolana order is prepared with care before beginning its journey to you.

This Shipping Policy explains how orders are prepared, dispatched and delivered. Delivery options, charges and estimated timeframes are also presented at checkout before you complete your purchase.

Last updated: 25 July 2026

Order Preparation

Orders are 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.

During collection launches, seasonal periods or public holidays, preparation may take slightly longer. If an unexpected delay affects your order, we will contact you using the details provided at checkout.

Once an order has entered preparation, changes or cancellations may no longer be possible.

Delivery Within Saudi Arabia

We deliver throughout the Kingdom of Saudi Arabia. Estimated delivery after dispatch:

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

The delivery estimate for your address and the applicable charge will be displayed at checkout. Delivery timeframes begin once the order has been dispatched and do not include the order-preparation period.

International Delivery

Estimated international delivery after dispatch is 5–15 business days, depending on the destination, courier service and customs procedures.

If your country or region is not available at checkout, please contact Client Care before placing your order.

Delivery Charges

Delivery charges are calculated according to the destination, selected service and order details.

The complete delivery charge will be shown at checkout before payment. No delivery charge will be added after an order has been completed unless a new delivery arrangement is requested by the client.

Any complimentary-delivery offer will be subject to the conditions presented at the time of purchase.

Order Confirmation and Tracking

Once your order has been placed, you will receive an order confirmation using the contact information provided at checkout.

When your order has been dispatched, we will send a shipping confirmation with the available tracking details. Tracking information may require a short period to become active after dispatch.

Delivery Address

Please provide a complete and accurate delivery address, including:

  • The recipient’s full name.
  • Mobile number.
  • City and district.
  • Street name.
  • Building number.
  • Postal code.
  • National Address details, where applicable.
  • Any information reasonably required to complete delivery.

Rolana is not responsible for delays caused by incomplete or inaccurate delivery information.

If you notice an error in your address, please contact Client Care as soon as possible. We will try to assist, but an address cannot always be changed after an order has entered preparation or been dispatched.

Additional charges resulting from an incorrect address or requested redirection may be the responsibility of the client.

Receiving Your Order

Our delivery partner may contact you before delivery and may require a delivery verification code.

Only share the verification code when the parcel is physically present and ready to be received. Providing the delivery code to the courier confirms receipt of the parcel.

Please ensure that you, or someone authorised by you, is available to receive the order.

Delivery Attempts

Our delivery partner may make up to three delivery attempts, contacting you using the information provided with your order. If delivery cannot be completed, the parcel may be returned to Rolana.

If an order is returned because:

  • The delivery address was incomplete or inaccurate.
  • The recipient could not be reached.
  • No one was available to receive the parcel.
  • Delivery was refused.

any additional delivery or return charges may be deducted from the refundable amount or charged before the order is dispatched again.

If you no longer wish to keep an order, please accept delivery and submit a return in accordance with our Returns, Exchanges & Refunds Policy.

Delivery Delays

Delivery dates are estimates and may occasionally be affected by courier disruption, customs procedures, weather, public holidays, high order volumes or other circumstances outside our reasonable control.

If we become aware of a delay or difficulty that may materially affect your order, we will contact you as soon as reasonably possible.

If delivery is delayed for more than 15 days beyond the agreed delivery date, you may contact Client Care to cancel the affected order and request a refund, except where the delay results from circumstances outside our reasonable control or another arrangement has been agreed with you.

Customs, Duties and Taxes

International orders may be subject to customs duties, import taxes, clearance charges or other local fees imposed by the destination country.

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.

Customs procedures may delay delivery. Rolana does not control these procedures or determine the charges imposed.

If an international order is refused because customs duties or local charges have not been paid, any costs incurred in returning the parcel may be deducted from the refundable amount.

Pre-Orders

Where a piece is offered for pre-order, its estimated dispatch period will be presented on the product page before purchase.

A pre-order containing other available pieces may be dispatched together when the pre-ordered piece becomes available. If separate delivery is available, this will be stated at checkout or arranged with Client Care.

The estimated pre-order date is provided in good faith and may change where production or delivery circumstances require additional time. We will contact you if a material delay affects your pre-order.

Separate Deliveries

Pieces from the same order may occasionally be dispatched separately.

If this happens, you will receive the available tracking information for each parcel. You will not be charged additional delivery fees unless a separate delivery was specifically requested by you.

Damaged, Missing or Incorrect Orders

Please examine your parcel when it arrives. If the parcel appears materially damaged or tampered with, photograph its condition before opening it where possible.

If your order arrives damaged, incomplete or different from what you ordered, 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.
  • Any other information reasonably required to review the matter.

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

Contact

For questions about shipping, tracking or delivery, please contact Client Care:

Email: clientcare@rolana.sa