RETURNS & EXCHANGES
Items purchased online
We know that online shopping for clothes can sometimes be difficult without knowing the exact fit of a garment. We want you to be satisfied with your purchases, love wearing your new clothes and continue shopping with us.
If something isn't right we will be happy to send you another colour, a different size, an entirely different style or a store credit (in the form of an e-gift card). We do not provide refunds for change of mind, including if the incorrect size has been ordered. Any exchange is subject to availability.
Any unsuitable items can be returned to us for an exchange or a gift card as long as the item is in new and unused condition, with all original tags attached with your original receipt. Unfortunately we cannot cover the cost of returning items to Roxanne. However, we will not charge you when we send any full priced exchanged items back to you.
We ask that any unsuitable item be returned within 14 days of receiving the items. You can also visit us instore to return the item/s.
For garments purchased either during promotions or that are on sale, and are returned for an e-gift card, the relevant postage and handling charge will be deducted from the e-gift card. Please refer to our delivery page for the relevant postage and handling charges.
All e-gift cards are valid for 3 years.
Please fill in the returns or exchanges information on the back of your Roxanne paperwork that you received with your garment (this paperwork was also emailed to you when you placed your order) and enclose it with the garment. Please carefully wrap the garment with the original tags still attached and post to:
Roxanne Fashions
PO Box 115
Malvern Vic 3144
Items purchased instore
For items purchased instore, please return to any of our stores within 14 days of purchase. If you cannot get to one of our stores, please post your item back to the above postal address. Any unsuitable items can be returned to us for an exchange or a store credit, as long as the item is in new and unused condition, with all original tags attached with your original receipt.
All store credits are valid for 6 months.
The above policy does not impact your rights under the Australian Consumer Law and Regulations.
Faulty, Missing or incorrect item?
If you receive a faulty or incorrect item or are missing an item please contact our customer service team so that they can assist you to resolve the problem.
As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from Roxanne Fashions. If you believe an item is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian Consumer Law.
Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. These consumer guarantees apply to items or services and may be impacted by the type and age and nature of the item.
Where an item is damaged through misuse or abnormal use, Roxanne Fashions will not provide a refund, exchange or repair.
Roxanne Fashions will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
If you have received a faulty or incorrect item, we will reimburse the packaging and postage costs for a replacement. However, all "change of mind" returns must be shipped and handled at your own cost. We suggest using a traceable mail method for return of garments.
Returns Queries
If you would like to contact a member of our online team regarding an exchange, please email us via our contact us page.