Q1. How do shipping and delivery work?
Orders usually ship within 72 hours. Once your order has shipped, you’ll receive an email with tracking details so you can keep a close eye on your order until it reaches its destination.
Please note: if you order multiple items in a single order, items may ship from multiple locations depending on stock availability. We do this to ensure you receive your full order as fast as possible.
Delivery timeframes vary depending on your location. If you select express shipping, you can expect your order to arrive within 1 to 3 business days. Choose standard shipping, and you can expect your order to arrive within 2 to 8 business days. Standard shipping is free for all orders over $50.
Q2. Can I change my shipping address?
Sure can! If your order has not shipped, please send us the new shipping address details ASAP, and we can change this for you. To reach out with your new/updated shipping address, email us at: shavonsilva@yahoo.com.
If your order has already shipped, don’t panic! You can still redirect it via the Australia Post tracking link provided on your shipping confirmation email.
Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address. So, please ensure you carefully check your address details entered at checkout.
Q3. Help! My order is lost or hasn't been delivered?
Although our courier quotes us 2–8 business days for standard delivery, they may not always be able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with the provider.
Please note: The investigation outcome timeline can vary from courier to courier. We’ll do our best to help with a timely resolution.
Q4. What is your return policy?
We offer free returns for 30 days from the date your order is delivered/received.
However, not all items are eligible for return. Any products excluded under our return policy will be noted on product pages and/or at checkout. To be eligible for a return:
1. Item(s) must be initiated for return and placed in the post within 30 days of the date your order is delivered/received.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be returned in the original packaging, and in ‘as new’ condition. This includes attached swing tag, shoe boxes, ribbons, and specialty packaging.
4. You must provide a photo of your item(s) prior to shipping so we can assess the condition.
Please note: If you claim a refund on a bundle, the bundle pricing is no longer valid. The items you keep will default to the current sale price and a refund will be given for the remaining amount.
Example: Purchased a Twin Pack for $138, returned one item, current sale price = $84. Your refund is $138 - $84 = $54. The above is only an example; the total amount owed will be calculated at the time your refund is requested.
Please email shavonsilva@yahoo.com to initiate your return.
Q5. I have an issue with my order, what do I do?
Something not quite right with your order? Don’t worry, the Roksilva Designs & Services customer service team is ready to help. Email us at shavonsilva@yahoo.com and advise us of your issue. We’ll endeavour to resolve any issues as quickly as possible.
Q6. How do I contact Roksilva Designs & Services?
Our support team is available via email and live chat 24/7 so you can expect to receive a reply within 24 hours.
Email shavonsilva@yahoo.com and we’ll get back to you as soon as we can.
To start a live chat with our support team, tap the speech bubble icon at the bottom left of your screen.
Orders usually ship within 72 hours. Once your order has shipped, you’ll receive an email with tracking details so you can keep a close eye on your order until it reaches its destination.
Please note: if you order multiple items in a single order, items may ship from multiple locations depending on stock availability. We do this to ensure you receive your full order as fast as possible.
Delivery timeframes vary depending on your location. If you select express shipping, you can expect your order to arrive within 1 to 3 business days. Choose standard shipping, and you can expect your order to arrive within 2 to 8 business days. Standard shipping is free for all orders over $50.
Q2. Can I change my shipping address?
Sure can! If your order has not shipped, please send us the new shipping address details ASAP, and we can change this for you. To reach out with your new/updated shipping address, email us at: shavonsilva@yahoo.com.
If your order has already shipped, don’t panic! You can still redirect it via the Australia Post tracking link provided on your shipping confirmation email.
Please note: We cannot redirect or retrieve orders successfully delivered to an incorrect address. So, please ensure you carefully check your address details entered at checkout.
Q3. Help! My order is lost or hasn't been delivered?
Although our courier quotes us 2–8 business days for standard delivery, they may not always be able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with the provider.
Please note: The investigation outcome timeline can vary from courier to courier. We’ll do our best to help with a timely resolution.
Q4. What is your return policy?
We offer free returns for 30 days from the date your order is delivered/received.
However, not all items are eligible for return. Any products excluded under our return policy will be noted on product pages and/or at checkout. To be eligible for a return:
1. Item(s) must be initiated for return and placed in the post within 30 days of the date your order is delivered/received.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be returned in the original packaging, and in ‘as new’ condition. This includes attached swing tag, shoe boxes, ribbons, and specialty packaging.
4. You must provide a photo of your item(s) prior to shipping so we can assess the condition.
Please note: If you claim a refund on a bundle, the bundle pricing is no longer valid. The items you keep will default to the current sale price and a refund will be given for the remaining amount.
Example: Purchased a Twin Pack for $138, returned one item, current sale price = $84. Your refund is $138 - $84 = $54. The above is only an example; the total amount owed will be calculated at the time your refund is requested.
Please email shavonsilva@yahoo.com to initiate your return.
Q5. I have an issue with my order, what do I do?
Something not quite right with your order? Don’t worry, the Roksilva Designs & Services customer service team is ready to help. Email us at shavonsilva@yahoo.com and advise us of your issue. We’ll endeavour to resolve any issues as quickly as possible.
Q6. How do I contact Roksilva Designs & Services?
Our support team is available via email and live chat 24/7 so you can expect to receive a reply within 24 hours.
Email shavonsilva@yahoo.com and we’ll get back to you as soon as we can.
To start a live chat with our support team, tap the speech bubble icon at the bottom left of your screen.