FAQ – Rojo Outerwear
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FAQ

Below is hopefully all the information you need to know about ordering product online from us.

Q.  How do I place an order online?

You can place an order online for any product by visiting the stores listed on our Online partner pages or by ordering on line via the Online shop section of this website. Please note that the Online store section of the site offers product at the full recommended retail price, it pays to shop around and look at other online stores who may offer a better price than our store.

Q. How do I shop online?

All products are sorted into categories Jackets, Pants, Headwear Gloves, Mid Layer, Headwear, Accessories, Specials. By clicking on a category and then a specific product you have the option to pick a colour or a size (where applicable) and then add this item to your shopping cart. You can browse through categories and add or remove items from your shopping cart as you choose. If you would like to change the quantity or colour of an item you simply change the information in the shopping cart and hit Update. At all times the total value of the products in your shopping cart will be displayed. The total may include local taxes if applicable and shipping charges.  Shipping charges are not included in the product prices.

When you have finished shopping you can proceed to the Check Out where you will be asked to select a payment method.

If you have any queries regarding the “how to shop” area or how to place an order please contact your customer service team on + 61 3 52 616 400 or email us at customerservice@rojo.com.au

Q What are my payment options?

All types of credit cards can be used to make purchases. As we have advised in our terms and conditions all credit card payments are processed securely through our payment gateway operated by Paypal. Payment is the fastest way to receive your order as there is no clearance delay.  We do not store any credit card information on our servers.

We also accept snail mail payments by cheque or money order but this means you will need to email to us your order at customerservice@rojo.com.au Please bear in mind that if you elect to send orders via snail mail we cannot dispatch goods until the funds are in our bank account as cleared funds. This is by far the longest and slowest process.

Q What is the delivery turnaround time?

All going to plan, please allow 3 – 7 working days for delivery from receipt of payment. We are unable to post goods until funds have been deposited into our bank account but please note we will action the order as soon as we have received it to ensure that the order is ready for dispatch. For payments made by snail mail goods cannot be sent until the cheques have cleared.

Q What is the delivery process?

It is your obligation to enter the correct delivery address details at the time of ordering. If you enter the wrong address, we are not obliged to resend the order to the correct address at our expense.

We do keep a tracking number which we will use to track the parcel in the event that this is necessary. If you want this tracking number please contact our customer service team and they will be happy to provide you with the parcel number and method of dispatch.

Our carrier will attempt to deliver the goods at the nominated address but please note if there is no one present and the parcel does not fit in the mail box a delivery card will be left in the letter/mail box. The goods can then be collected from the closest post office if sent by post. Just so you know most carriers will attempt three deliveries and if they are still not delivered the goods will be returned to us. 

Our carrier will contact us as well if there is a problem with delivery and we will attempt to contact you to make sure the goods arrive. If the goods are returned to us after repeated delivery attempts the goods will not be dispatched until we receive a further deliver fee from you that covers our administration time and cost of freight to re send you the goods. The administration fee is equal to the cost of redelivery charges incurred.

Q What do I do if the item I wish to purchase shown but there is not the right size?

Although we may show a colour or size of a style as available it may happen that the desired colour/size combination of a style is not available and in such circumstances we will not be able to supply the item to you. It is also possible that the system may not have updated a sale and you have inadvertently been charged for an item that is not in stock. In the event that this happens our customer service team will be in contact with you either by email or phone as soon as possible. If you cannot accept another style as an alternative then we will reimburse your credit card straight away.

Q How can I see what the colours look like?

We do our best to reproduce our colours as true to life as possible, but due to individual monitor settings and the nature of printing and screen display process garment colours can vary from the photographs on the website.

Q What happens if I order the wrong size?

You have the option to view the garment size specifications when you click on the style that you like. You can of course try styles on to see if they fit and if you need to send them back to be changed for a different size this is all possible. Please bear in mind though you are responsible for sending back the item due to incorrect sizing ordered and also for the cost of sending the new size to you.

The items returned must be returned within 30 days of purchase. Please make sure the items are as new, unworn and unwashed with all swing tags and the original bag and receipt that it was sent with are also sent back.

If you have any questions about sending an item back for exchange please contact our customer service team.

Q How do I return or exchange an item?

Before you send back any item please read these instructions to return or exchange an item. You need to send back the garment with the completed Returns and Exchange form that is included in every order we send. It is very important that you fill out this form in detail.  Please make sure your contact details are included. 

Once we receive the returned products, exchanges will be processed within 48 hours and refunds or credits will be processed within seven (7) working days. Refunds will credit the original account of payment.

Please note we do not take responsibility for returned items that do not reach us. You are also responsible for the cost of sending the item back to us and the cost of us re sending the replacement item to you. 

Q How do I send a gift to someone?

You can by just using the same method that you would use to purchase a product for yourself but just change the address details. You do this by clicking on the modify address information and then changing the shipping address to reflect the receivers information. Please indicate the order is a gift by writing a note in the Customer Notes section provided when checking out. We will then know to send the lucky person their gear without the packing list or price and this information will be sent to you. We do require a contact name, phone number and address of the recipient so we can track the parcel.

Q Can I order a gift certificate?

You can purchase a gift certificate for anyone. This can be sent electronically to the recipient. When it is sent electronically it is forwarded to the receiver’s email address and can be redeemed using a secret code which will be enclosed in the email.

To purchase a certificate on line simply click on Add to Cart in the Gift Certificate section and follow the steps outlined. You gave the opportunity to write a short message to the receiver.

Q When will the Certificate expire?

Gift certificates are valid for 12 months from the date of purchase.

Q Any other questions?

If you need to contact us for any reason whether it be about suggestions or improvements, products you think we should stock as part of our Rojo Outerwear range or just about your experience with our products then we would love to hear from you.

Email us at customerservice@rojo.com.au

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