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Customer Support

You may find the answer to your question below in our FAQs or on our chat.

Or ask us anything using the contact form or at hi@rovedesigns.com

Returns & Exchanges

Australian and US returns »

International returns - Please read our returns policy »then request a return by emailing us.

Media, PR & Collaboration Inquiries

All media an collab inquiries can be sent to media@rovedesigns.com

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🔅 We love hearing from you!

Submit your message and you'll receive an email with your support ticket no. Please check your spam folder.

FAQs

Where is my order?
We aim to send orders made before 10am AEDT, Mon-Fri on the same day...all other orders are sent on the next business day (Closed on QLD public holidays)unless they contain a preorder item. Y our tracking number is sent to you by email. If your order has not been sent, please check your order confirmation email as you may have ordered a pre-order item. Preorder items vary between 2-6 weeks and the specific time for your item was listed on the product page when you added it to cart.
I returned my order...when will I be refunded?
Return parcels are processed within 7 business days of arriving at our returns address. At peak times the refund process might take up to 2-3 weeks and we appreciate your patience. Once processed, refunds take 0-3 business days to arrive in your account. You will not receive a notification when your order arrives at the returns address. You will receive a refund notification email when your order is refunded.
Do you have a discount code for new customers or any sales?

We usually do not have sales or discount codes as our pieces are all ethically made from quality fabrics and we prefer to directly offer them at affordable prices. We do however make an exception with a Boxing Day Sale at the end of each year.

Does ROVE have a store or stockists?
Currently ROVE pieces are exclusively available here on our website.
Are there Customs/Import Duties or Taxes?
US orders are not required to pay any customs duties or taxes. If your order is valued over $600, we may split your order into two orders and ship them separately in order to avoid any customs fees.
Are sales items refundable?
Sales items are non-refundable. We recommend following the size guide on the product page or asking the ROVE team for sizing advice if you are at all unsure.
What is the delivery time to USA?
2-6 business days with DHL Express.
How can I pay for my order?
You can purchase your ROVE order using a credit/debit card or PayPal. Afterpay is available for Australian and New Zealander customers.
What packaging do you use for my order?
Your mailing satchel and packaging are certified as home & commercially compostable by some of the toughest organisations in the world including The Australian Standard AS5810. Learn more from betterpackaging.co

Your postcard is made from 100% recycled paper.
Are ROVE pieces true to size?
ROVE pieces are true to size unless otherwise stated in the product description. We generally recommend choosing the size that best matches your body measurements on our sizing chart and reading the product description as it may include additional information to help you choose your size for that style.
Do I have to pay for return shipping fees?

US customers can submit a return online and easily download a USPS return label.

For refunds: A return fee will be deducted from their refund. For Exchanges: A fee will be charged when submitting your return.

You can find more info on our Returns & Exchanges page »

How do I use my Gift Card?
To apply your gift card to an order, you can enter the code when you reach the checkout.

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