Frequently Asked Questions

We understand that it is not easy buying clothes that fit perfectly online. If you do find that your new garment does not fit or you are not completely happy with it then please return the garment to us. We will happily exchange for another garment of your choice or an e-gift card to spend at a later date. We ask that any unsuitable item be returned within 14 days of receiving the item. Please note that some sale events and promotions may have differing conditions relating to returns and exchanges so always refer to the sale or promotional terms and conditions. Please refer to our Returns policy.

Unfortunately we cannot cover the cost of returning items to Roxanne Fashions. However, we will not charge you when we send any full priced exchanged items back to you. For sale items, that you want to exchange, you will need to include a pre-paid satchel so we can send the exchanged item back to you.

Ensure that you have downloaded the latest updates for your browser. If you are still experiencing issues, please contact our online customer service team by phoning +61 3 9500 1536 (Monday to Friday 10:00am to 5:30pm AEST) or outside business hours via our contact us page.

There may be a couple of reasons for this. 1. Make sure that you have logged into the website - if you have not logged in then the website will not recognise your VIP Loyalty status. 2. Your VIP Loyalty status is recognised through your email address. So if the website does not recognise the email you provided it means that either you did not provide an email address to us when shopping in-store or we have a different email address for you. If you are unsure then please do not hesitate to contact us via our contact us page. so that we can check which email you provided or update your details. Please note that VIP discounts are only deducted from full priced items.

Of course. We welcome all phone orders and are happy to discuss any requirements or garment selection you may be considering. We offer advice and can look up your purchase history if you are unsure of your size. We also offer a click and collect service so you can pick up your garments at one of our stores, at a time that is convenient for you. Please contact our Malvern store on (03) 9500 1536.

Within Australia delivery usually takes up to 5 working days depending on availability. Once your order has been posted you will receive an email from Australia Post via their Tracknoreply@auspost.com.au email address, so you can follow the progress of your delivery. Please ensure you select an address where someone is available during business hours so you can receive your order as quickly as possible. All New Zealand orders are also sent via Australia Post. Please allow between 5-10 working days for delivery. All other international orders are sent via Australia Post Registered Mail. Please allow between 10-15 working days for delivery. Please note: Our online store does not carry its own stock and when you place an order we need to receive the stock from one of our stores. If your order is delayed for any reason you will be notified as soon as possible. We also now offer a Click and Collect service so you can collect your order from one of our stores, at a time convenient for you. There is no charge for this service.

All information provided to us at www.roxannefashions.com.au is protected by Secure Socket Layer (SSL) technology. SSL Web Server Certificates, such as the one used on this website are standard for secure data transmission over the Internet and encrypt all data sent to and from the website. If you are still wary of providing your credit card details online please contact us on +613 9500 1536 (during store hours) or email us via our contact us page and we can arrange payment over the phone. Be assured your privacy is fully protected.

Please contact our Malvern store on +613 9500 1536 and we are happy to provide bank account details for you to EFT the funds to us.

E-Gift cards purchased online can be redeemed instore and/or online. Gift vouchers or store credits issued instore, can only be redeemed in-store or by phoning +61 3 500 1536.

Roxanne e-gift cards can be redeemed online or instore. For online purchases, during the checkout process, you will need to choose your preferred payment type. One of the payment options is a GIFT CARD. Simply click on the Gift Card payment type and enter the Gift Card Number from your emailed e-gift card and then hit ‘Apply Giftcard’ to pay for your order. If your gift card does not cover the full amount, you will need to pay the remainder on a credit card, PayPal or AfterPay. If you don’t use all of your gift card in one transaction, the remainder will stay on the e-gift card for future purchases. For in store purchases, simply provide the e-gift card number to our sales staff. For more FAQ relating to our e-gift cards, please see our Gift Card page using the top menu.

When you register with us as a new customer you can also sign up to become a VIP Loyalty Client. At the bottom of the Delivery Address screen it will ask you if you would like to become a VIP Loyalty Client.

For a number of reasons. The most important reason is that you will receive 10% off all purchases (excluding already reduced items). All you need is a valid email address and the 10% loyalty discount will be automatically applied to all purchases. Another good reason is that you will receive our weekly emails to keep you up to date with all the latest arrivals. We have new stock arriving weekly. Another great advantage is that all your purchases will be recorded. Should you shop at any of our stores or online we will be able to look up your previous purchase history and provide advice on the latest styles that will compliment the garments you have already purchased.

If an item is out of stock then, depending on the style, we may be able to specially order it for you. For an out of stock item press the "Request Availability" button and complete the Request Availability form. We will then come back to you within 2 working days as to whether we can get it for you. Please be aware that on some special order items there is an additional $30 charge.

You may not have registered an email address with us or your email details are out of date. Please email us via our contact us page with your VIP Client Number and email address and we will check to make sure your details are up to date. Also, check to make sure our emails are not going to your Junk folder. If the emails are going to your Junk folder then please add our email address [info@roxannefashions.com.au] to your contacts or safe sender list (this will ensure you continue to receive emails from us).

Please send us an email via our contact us page. with your new email address or call our office on +613 9500 1549 and we will update your details.

Go to our Login page and request for the password to be emailed to you. An email will then be sent to you to reset your password. Please follow the instructions in this email. If you do not receive this email, please check your junk folder in your inbox.

Afterpay offers an interest free payment plan for online purchases (not yet available in-store). Shop now and receive your items today and pay your purchase off in four equal fortnightly instalments. To find out even more and the requirements for afterpay please go to our afterpay page.

All of our garments are available to click & collect from any of our stores. Simply choose the garments you would like to order online, select click & collect at the checkout and confirm the store you would like to collect from. You will then receive and email confirmation of your order. Once your order is ready for collection, you will receive another email to notify you and you can collect the garment at your convenience. There is no charge for click & collect orders.

Generally, it can take up to 2 working days for your click & collect order to be ready for collection. However, we will always try out best to have it ready as soon as possible… and sometimes, it can be ready within hours!