Frequently Asked Questions

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We totally understand—shopping online isn’t always love at first try. If your new piece doesn’t fit quite right or just isn’t your vibe, you’re welcome to send it back. We’re happy to offer you an exchange for another style or size, or an e-gift card so you can take your time choosing something you truly love.

Just make sure the item is returned within 14 days of receiving it, in original condition with tags attached.

Please note: Some sales and promotional events may come with special return conditions—so be sure to check the terms and conditions at the time of purchase. For all the details, visit our Returns Policy.

We know you’re excited to unwrap your new wardrobe addition—and we’re just as excited to get it to you! Here’s what to expect:

Within Australia: Orders typically arrive within up to 5 business days depending on availability.
To New Zealand: Allow 5–10 business days for delivery.
International Orders: Delivery may take 10–15 business days, depending on your country’s postal service.

Once your parcel is on its way, you’ll receive a tracking email from Australia Post (look out for something from Tracknoreply@auspost.com.au)
so you can follow your fashion delivery every step of the way.

✨ Hot tip: Choose a delivery address where someone will be available during business hours to receive your package ASAP.

Please note: Our online store shares inventory with our boutiques—so sometimes we need a moment to gather your items from one of our locations. If there’s any delay, we’ll be in touch quickly to keep you in the loop. Prefer to skip the wait? Try our Click & Collect service—it’s free and lets you pick up your order from one of our stores at a time that suits you. Check out our Shipping & Delivery page for even more information.

Yes, we do—and it's completely free!

All of our garments are available to Click & Collect
from either of our boutique locations. Here’s how it works:

Shop online and add your favourite pieces to your cart
At checkout, select Click & Collect as your delivery method
Choose the store location that suits you best
You’ll receive an email confirmation of your order
Once your order is ready for pickup, we’ll send a second email to let you know it’s waiting for you

Then just swing by at your convenience and collect your order—no queues, no fuss, and no delivery fee. It’s shopping made simple (and stylish)!

We know you’re excited to get your hands on your new pieces—and we’ll do our best to make it quick!

Generally, Click & Collect orders are ready within 2 business days, but often much sooner. In some cases, your order might even be ready within a hour! As soon as it’s good to go, we’ll send you an email to let you know it’s ready for pickup. Then you can collect it at your convenience.

In September 2025, we gave our website a fresh new upgrade! For security reasons, we weren’t able to transfer passwords from the old site to the new one.

But don’t worry—you no longer need a password. You simply request for a one-time password to be emailed to you.

Need help? Reach out via our Contact Us page and we’ll be happy to assist.

Tech issues are never in style! First, make sure your web browser is up to date — sometimes all it takes is a quick refresh.

Still stuck? No worries. Our friendly online team is here to help. Give us a call on +61 3 9500 1536 (Monday to Friday, 10:00am–5:00pm AEST), or reach out anytime via our Contact Us page and we’ll get you back to shopping in no time.

Oh, where do we start? Here’s why joining our VIP Club Member Program is a fashion no-brainer:

💫 10% off full-priced purchases —every time you shop, online or in-store. No codes, no fuss—just make sure you’re signed in with your registered email and your discount is automatically applied at checkout.

🛍️ First to know—you’ll receive our exclusive weekly emails with updates on new arrivals, styling tips, and special VIP-only treats.

📚 Personalised service—your purchase history is saved, so whether you shop online or in-store, we can recommend pieces that perfectly complement your wardrobe.

All you need to join is a valid email address—and a love for fashion, of course.

It’s easy—and totally worth it!

When you register as a new customer on our website, you’ll have the option to join our VIP Club Member. Just look out for the VIP tick box at the bottom of the Delivery Address screen during checkout and say yes to stylish perks!

Once you're signed up, you’ll enjoy exclusive benefits—like 10% off full-priced items—plus early access to special offers and events.

Because VIPs deserve the best.

We love our VIPs, and we want to make sure you're getting the perks you signed up for! If your 10% discount isn’t showing up, here are a couple of things to check:

Are you logged in?
You need to be signed into your account for the system to recognise your VIP status. No login = no discount.
Is your email address correct?
Your VIP status is linked to the email you gave us in-store. If the email you’re using online doesn’t match, or if you didn’t give us one at the time, the website won’t apply the discount.

If you’re unsure or need help updating your details, don’t hesitate to reach out via our Contact Us page—we’re always happy to help!

We totally understand—when you’ve found the one, it’s hard to let it go!

If an item is showing as out of stock, we may still be able to specially order it for you, depending on the style and supplier availability.

Just click the "Request Availability" button on the product page and fill out the quick form. Our team will get back to you within 2 business days to let you know if we can source it for you.

✨ Please note: Some special orders may incur an additional $30 charge—but we’ll always confirm that with you before proceeding.

While we’d love to cover every fashion moment—including the journey back—we unfortunately can’t cover return postage to Roxanne Fashions.

But here’s the good news:

If you're exchanging a full-priced item, we'll send your new piece back to you free of charge.
If you're exchanging a sale item, please pop a pre-paid satchel in with your return so we can send your new pick on its way.

We always recommend using a trackable service to ensure your return gets to us safely.

Absolutely! We love a good chat—and we’re more than happy to take your order over the phone.

Whether you’d like styling advice, help choosing the right size, or want to revisit past purchases, our team can guide you every step of the way. We can even check your purchase history if you're unsure about fit or sizing.

Prefer to pick up in person? We also offer Click & Collect—simply place your order and collect it from one of our boutiques at your convenience. To order by phone, just give our Malvern store a call on (03) 9500 1536.

Afterpay is a super convenient, interest-free payment option that lets you shop now and pay later—because why wait?

Here’s how it works:

Get what you love today
Pay it off in four equal fortnightly instalments
No interest, no hidden fees (as long as you pay on time!)
Available for online and instore purchases only

It’s the perfect way to spread out your payments without missing out on the pieces you’ve got your eye on. Want to learn more or check if you’re eligible? Visit our Afterpay page for all the details.

Just give us a call on 03 9500 1536 and we will happily answer your question, or if it outside our trading hours, email us via our contact us page and we will get back to you ASAP.

Gift Cards Frequently Asked Questions

Great question!

Gift Cards purchased online? Yes—you can use them both online and in-store.
Gift vouchers or store credits issued in-store? These can be redeemed in-store or by calling us on +61 3 9500 1536. We’ll happily process your order over the phone.

We’re always here to make shopping with us as easy (and fabulous) as possible—no matter how you choose to pay.

Your gift card is valid for 3 years from the date of purchase – that’s plenty of time to find the perfect outfit (or three)!

No postage fees here – sending a little fashion magic should always be effortless!

Yes — you can purchase a Digital Gift Card and have it emailed straight to someone special. Stylish gifting made effortless!

Roxanne Fashions Gift Cards can be loaded with any amount from $10 to $2000 – perfect for a little treat or a full wardrobe refresh!

Yes, contact us, via our contact us page and provide the recipients email address or the senders details and we can arrange to have the digital gift card resent.