Frequently Asked Questions | 100% Organic & Ethically Made Fashion - R

Every Rooh Made-to-Order and Bridal piece is a story in the making — crafted with intention, heart, and your unique vision in mind.

1. Place Your Order

Choose your dream piece from our collection and checkout online.
Once your order is placed, our team will personally be in touch to guide you through the next steps — from measurements to custom colour options.

2. Share Your Measurements

We’ll send you a simple guide to capture your measurements accurately, ensuring a perfect fit.
This is also the time to share any custom requests — whether that’s a bespoke colour, neckline adjustment, or sleeve variation.

3. Crafted for You

Your garment is then hand-cut, sewn, and finished by our artisans — made exclusively for you.
Each piece takes approximately 2–3 weeks to complete (up to 4 weeks for Bridal), giving our team time to ensure every stitch is perfect.

4. Need It Sooner?

Have an upcoming event or special date? Let us know at checkout or reach out directly — we’ll do our best to prioritise your order and make it extra special.

We completely understand — choosing a custom piece online can feel like a big decision.

That’s why we offer a sample try-on service for our Made-to-Order and Bridal designs (subject to availability).

Once your order is confirmed, we can send you a sample dress on a three-day trial basis so you can experience the fit, fabric and silhouette in person.
If you fall in love with it, we’ll move ahead and create your custom piece to your exact measurements.

If it’s not quite right, we’ll issue a refund minus any shipping costs incurred.

Our team is also here to help you choose the perfect style — simply reach out via chat or book a virtual appointment for personalised guidance on fit, colour and silhouette.

Timelines: Most Made-to-Order pieces are ready in 2–3 weeks, while Bridal pieces may take up to 4 weeks. If you have a specific event date, please let us know and we’ll do our best to accommodate.

Bespoke Colours: Many designs can be made in your chosen hue. This service incurs a small bespoke colour fee — simply reach out, and we’ll guide you through our swatch library and fabric options.

Shipping: Once complete, your piece will be shipped from our artisan workshop in India or our Sydney studio, depending on your location and timeline.

Returns: Each Made-to-Order and Bridal garment is crafted uniquely for you, and as such, is not eligible for return or exchange. Please see our Returns Policy for full details.

Bespoke Colours

As part of our Bespoke Colour Service, we can create any style in the hue you love most.

Simply reach out to us with your Pantone reference or an image of your desired colour.

Once your order is confirmed, our team will source and send 3–4 digital or physical swatches for your approval — each carefully matched to your chosen tone.

After you’ve selected your favourite, we’ll begin crafting your one-of-a-kind piece.

Please note, a small bespoke colour fee applies depending on the style. This covers the additional work involved in sourcing or hand-dyeing the fabric to achieve your perfect shade.

At Rooh, every piece is created with care — whether it’s lovingly handcrafted just for you or part of a limited ready-to-wear release.

🌿 Made-to-Order:
Our Made-to-Order pieces are individually hand-cut and sewn in our studio, crafted exactly to your measurements and colour choices.
This process usually takes 2–3 weeks from the date of order before your piece is ready to ship.
Because these garments are made especially for you, they are not eligible for return, but we do offer a sample try-on service for peace of mind before ordering.

🪡 Pre-Order for Ready - to wear styles:
Pre-orders apply to our ready-to-wear styles that are currently in production. These are made in small batches and can take 2–4 weeks to complete, depending on the fabric and print.
Pre-order pieces are eligible for return under our standard returns policy once received.

If you need your dress by a specific date or for an upcoming event, please leave a note at checkout or contact us directly — our team will always do our best to prioritise your order and make sure it arrives in time.

We’re a small, sustainable studio and do not mass-produce — every piece is crafted intentionally to reduce waste and honour the slow fashion process.

If you have any further questions please contact us here.

Sizing & Fit

Each Rooh style has its own unique silhouette and fit, meaning measurements can vary from piece to piece.

For detailed size and fit information, please refer to the Sizing Chart and the Fit Guide tab on each product page.

If you’d like more personalised help, feel free to drop us a message via our chat or book a virtual appointment —email us here. our team would love to guide you through the best fit for your body and occasion.

Try-On Service for Made-to-Order & Bridal Pieces

We understand that choosing a custom or bridal piece online can feel daunting, which is why we offer a sample try-on service (subject to availability).

Once your order is confirmed, we can send a sample dress on a three-day trial basis so you can experience the style and fabric in person.
If you fall in love with it, we’ll proceed to craft your personalised piece to your measurements.
If it’s not quite right, we’ll provide a refund minus any shipping costs incurred.

We are legally required to declare the accurate value paid on all international orders and
We currently cover all customs, import duties and taxes for orders shipped to the US, UK, EU and Canada.

If you’re ordering from outside these regions, any applicable duties or taxes will be the responsibility of the customer.
Please contact your local customs office for more accurate information.

At Rooh Collective, we’re a passionate team of just three — involved in every step of the journey, from designing and crafting to carefully packing and shipping your order.

As a small, independent label, we put a lot of love into what we do. Orders typically ship within 3–4 business days, but some may take a little longer. We fulfill from multiple locations — including the UK and India — and depending on where your piece is located, delivery times can vary slightly.

If you need your order by a specific date, we highly recommend adding a note at checkout or getting in touch before placing your order. This is especially important for made-to-order items, which take extra time to create just for you.

We truly appreciate your patience and support — it means the world to us!

See the full details regarding Shipping & Returns Here or get in contact with us here.

Yes! All our orders are sent in 95% recyclable or compostable packaging.

Our items are packed in acid free tissue paper and boxes that are made of recycled paper.

We also use Australian made fully recycled ribbons from water bottles that are diverted from landfill with the entire process & certified by the Global Recycled Standard (Australian Printed Ribbons).

Our tote bags are 100% organic cotton sourced from farm near Aurangabad, Maharashtra, India.

With the impact of e-commerce on our earth, we’ve chosen to be mindful about how we get our dresses to you.For our domestic orders, we’ve partnered with Sendle, a carbon-neutral courier company, and also use Australia Post depending on the region.

For international orders, we ship exclusively via DHL Expressto ensure fast and reliable delivery.

All our domestic orders by default are authorised to be left without a signature if deemed safe to do so. Rooh cannot take any responsibility for parcels that are lost or stolen.

Please ensure you enter your correct mailing address as we cannot take any responsibility for incorrect delivery addresses and will not reimburse you for the order or shipping costs.

Please leave us a note if you wish your order to be redirected to a local postage pick up location.

Returns Policy

Because sometimes, love takes a few tries.

We welcome you to try on your Rooh piece in the comfort of your home — feel the fabric, the fit, the spirit.
If it’s not quite right, we’ve made the returns process simple and kind.

💛 Ready-to-Wear Items

We accept returns for a refund or credit note within 14 days of receiving your order.
Please submit your request through our Returns Portal and ensure all items are returned in their original condition — unworn, unwashed, and with tags attached.
We recommend trying your piece on as soon as it arrives to make sure it’s the perfect fit.

💛 Made to Order & Bridal Pieces

Our Made-to-Order and Bridal designs are handcrafted especially for you — tailored to your chosen size, fit, and sometimes, colour.Because of this personalised process, these pieces are final sale and cannot be returned or exchanged.

If you’re unsure about the style, we invite you to reach out to us for guidance or to explore our sample try-on process before placing your order. We’d love for you to experience the dress in person — once your order is confirmed, we can send a sample on a three-day trial basis, subject to availability.

If you decide to move forward, we’ll craft your custom piece after receiving your measurements. If not, we’ll provide a refund minus any shipping costs incurred.

🕊️ Sale Items

All sale, flash sale, and promotional event items are final sale and not eligible for return or refund.
If returned, items will be shipped back to you at an additional cost.

💔 Faulty or Incorrect Items

If your piece arrives faulty, damaged or not what you ordered, please reach out immediately. We’ll review your request and work swiftly to make it right.

The Rooh Collective Team
Romance in our hearts. Conscious in our minds. Art in our pieces.

For more details please see our returns policy here.

Ready to Wear Pieces

Australia, New Zealand, USA

We accept returns for refunds, store credit, or exchanges via our Returns Portal.

Made to Order and Custom pieces are not eligible for returns

You can choose one of the following return options at checkout:

Free Returns Package – our most popular and easy option
Or, organise and pay for your own return shipping

Conditions for Returns

Return request must be submitted within 7 days of receiving your order
Items must be sent back within 6 days of approval
Item/s must be unworn, unwashed, unaltered, with tags attached and in original packaging
Refunds are available for full-priced items only (excluding sale items and gift cards)
Return shipping costs are not covered unless you selected the Free Returns Package at checkout
Refunds will be issued to the original payment method, excluding original shipping, duties, or payment fees (e.g. PayPal 3%, Afterpay 8%, etc.)

Due to the high cost of international shipping and the nature of our garments — many of which are crafted with generous fabric and weigh between 1–2kg (4–6lbs) — all refunds will be processed minus the original shipping cost. This includes orders where the shipping was offered free at checkout.

Store Credit

Credit notes are valid for 3 years
Return shipping is free if you selected the Free Returns Package
Exchanges are available based on stock availability

Worldwide Customers

Outside US, Australia & New Zealand

If you’re based outside of the US, Australia, or New Zealand:

We accept returns for store credit, or exchanges via our Returns Portal.

Made to Order and Custom pieces are not eligible for returns

You can still submit a return request via our Returns Portal.
However, Based on your region you may need to organise return shipping yourself using a courier of your choice.
A return label will not be provided through the portal for locations except Canada, United Kingdom, France, Saudi Arabia, United Arab Emirates

Manual Return Instructions:

This is an international return and requires a manual label.
Please purchase a return label from your preferred carrier and ship the item back to us.
For help, email us at info@roohcollective.com.

We recommend using a trackable service as Rooh Collective is not responsible for lost returns.

We kindly ask our international customers to choose carefully. If you're unsure, we're always here to help with sizing or styling advice before you place your order.

To be eligible for a return:

Return request must be submitted within 7 days of receiving your order
Items must be shipped back within 6 days of return approval
Items must be unworn, unwashed, unaltered, with tags attached and in original packaging
Refunds apply to full-priced items only (excluding sale items and gift cards)

Please note:

Return shipping costs are not covered, unless you selected the Free Returns Package at checkout, please check your region if the returns package is applicable
Refunds will be issued to the original payment method, minus shipping, duties, and any payment platform fees(e.g. PayPal 3%, Afterpay 8%)

Store Credit

Credit notes are valid for 3 years
Return shipping is free if you selected the Free Returns Package

Exchanges

Offered based on stock availability

We accept returns for store credit, or exchanges via our Returns Portal.

You can choose one of the following return options at checkout:

Free Returns Package – our most popular and easy option
Or, organise and pay for your own return shipping

Please see our returns policy here for full details.

Pieces purchased with a discount code (such as our Welcome or VIP 10% offers) are not considered sale items and are eligible for return under our standard policy.

We do not offer returns, exchanges or credit notes for sale or final sale items, unless the item is faulty.

Please note that certain promotions or marked-down pieces may be final sale only — we recommend checking the product description before purchasing, or contacting us if you’re unsure.

For further details see our returns policy here or contact us.

At Rooh, every garment is thoughtfully handcrafted using natural fabrics, traditional techniques, and delicate finishes.

To keep your piece looking beautiful for years to come, please follow the care instructions below. Each fabric is unique and deserves gentle handling.

Cotton, Mul Cotton, Linen, and Cotton Blends

Wash
– Hand wash in cold water using a mild, pH-neutral detergent
– Wash printed garments separately to prevent colour transfer
– Spot clean when possible to preserve the fabric
– If hand-dyed: Dry clean only — we use natural dyes which may bleed
– Avoid soaking for extended periods

Dry
– Line dry in the shade or lay flat to dry
– Do not tumble dry

Iron
– Iron on the reverse side using medium to warm heat
– Safe to steam, especially for linen pieces

Storage
– Hang or fold, depending on the garment’s weight and structure
– Store away from direct sunlight to prevent fading
– We are not responsible for discolouration caused by sun exposure during storage

Silk Taffeta, Silk Modal, and Silk Blends and Silk Organza

Wash
– Dry clean recommended to preserve structure and finish

Dry
– Air dry in the shade after each wear
– Do not tumble dry

Iron
– Light steam from a distance is best
– Always avoid direct contact between the iron and fabric
– Use a pressing cloth if needed

Storage
– Use padded hangers to help structured garments retain their shape
– Fold with tissue paper to prevent creases
– Avoid tight or over-packed storage spaces
– Store away from direct sunlight to prevent fading
– We are not responsible for discolouration caused by sun exposure during storage

Hand-Dyed Fabrics

Hand-Dyed Dresses and Gowns

– We do not recommend washing, as we use natural plant-based dyes
– Spot clean only when absolutely necessary
– Steam only — do not use a dry iron directly on the fabric
– Colour bleed or gentle fading over time is normal and part of the artisanal process

For Separates and Sets

– First wash separately by hand in cold water
– Use a mild, pH-neutral or natural detergent
– Do not soak, scrub, or wring — gently swish and rinse
– A small amount of colour bleed is normal due to the hand-dyeing process

Drying & Ironing (Separates and Sets only)
– Lay flat or hang to dry in the shade
– Avoid direct sunlight, which may cause fading
– To remove excess water, gently roll the garment in a towel and press
– Iron on the reverse side using low to medium heat
– Use a pressing cloth over darker or dyed areas
– Steaming is safe, but avoid excessive steam to protect the dye integrity

Printed Fabrics

Applies to Dresses, Gowns, Sets, and Separates

Wash
– First wash separately by hand in cold water
– Use a natural or pH-neutral detergent
– Do not soak, scrub, or wring — gently swish and rinse
– Some colour bleed is expected and reflects the artisanal printing process

Dry
– Lay flat or hang in the shade
– Avoid direct sunlight, which can fade printed surfaces
– Roll in a towel to gently press out excess water

Iron
– Iron on the reverse side with low to medium heat
– Use a pressing cloth over printed or darker areas to prevent shine or lifting
– Steaming is safe, but avoid over-steaming to maintain print quality

MADE TO ORDER SERVICE & BRIDAL