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, kind, and full of second chances.
💛 Ready-to-Wear Items
We accept returns within 7 days of receiving your order — for refund, exchange, or store credit.
To start your return, please use our Returns Portal. All items must be returned in original condition: unworn, unwashed, with tags attached, and in original packaging.
Your Return Options:
Option
What You Get
Return Shipping
Store Credit
110% of your purchase value as a credit note (valid 3 years)
FREE (with Free Returns Package)
Exchange
Swap for another size/style or get a free custom fit
FREE (with Free Returns Package)
Refund
Original payment method, minus original shipping + fees
FREE(with Free Returns Package)
We recommend trying your piece on promptly to ensure the perfect fit.
Why Choose Store Credit?
Opt for store credit and receive 10% extra to put toward your next Rooh treasure. It’s our way of saying thank you for letting us find the right fit — together.
Made-to-Order & Bridal Pieces
Each of these designs is handcrafted especially for you — tailored to your selected size, silhouette, and sometimes, colour.
Because of this personalisation, Made-to-Order and Bridal pieces are final sale and cannot be returned or exchanged.
💌 Need help deciding? We offer a sample try-on service (where available) — try before you commit, for 3 days. If you don’t move forward, we’ll refund your sample payment minus shipping.
Once confirmed, we’ll begin crafting your custom Rooh piece based on your provided measurements.
Sale Items
Items purchased during sale events, flash sales, or with promotional discounts are final sale. These are not eligible for return, refund, or exchange.
If returned, items will be sent back to you at your cost.
Returns by Region
Australia, New Zealand, United States
Returns accepted for refund, exchange, or store credit
Return shipping is FREE with our Free Returns Package
Or, you may choose to organise your own return shipping
Conditions:
Submit return request within 7 days of receiving order
Ship item back within 6 days of return approval
Items must be unworn, unwashed, unaltered, and with all tags attached
Refunds apply only to full-priced items
Refunds will exclude original shipping & payment platform fees (e.g., PayPal 3%, Afterpay 8%)
If free shipping was offered at checkout, the actual shipping cost will be deducted from your refund
Store credit is valid for 3 years Exchanges are available depending on stock
Other International Customers
(Outside Australia, NZ, USA)
We currently offer returns for store credit or exchange only.
Depending on your country, you may need to arrange your own return shipping.
If you're based in Canada, UK, France, Saudi Arabia, or UAE, we can provide a return label.
Otherwise, please use a reliable, trackable courier to return your item.
Conditions:
Return request submitted within 7 days of receiving your order
Items shipped within 6 days of approval
Items must be unworn, unwashed, unaltered, with tags attached
Refunds not available for international customers
Shipping, duties, and platform fees are non-refundable
Need help choosing your piece? We’re here for styling and sizing guidance before you buy.
Faulty or Incorrect Items
If your item arrives damaged, defective, or not what you ordered — please contact us immediately. We’ll review your case with care and resolve it promptly.
In Summary for returns
Return Type
Refund
Store Credit (110%)
Exchange
or
Custom Fit
Timeframe
7 days
7 days
7 days
Shipping
Free (with package)
Free (with package)
Free (with package)
Availability
Full-priced only
All eligible pieces
Subject to stock
The Rooh Collective Team
Romance in our hearts. Conscious in our minds. Art in our pieces.
I connected the lovely Rooh Team in the planning stages of my Wedding.
I was looking at the Bailey Midi dress for my Bridesmaids dresses.
The team was so helpful in answering all the questions I had and sent me sample silk colour cwatches with the sample dress I ordered to help me determine what colour scheme would work with my florals (as it was hard to determine online).
Unfortunaltey, the design of the dress did not end up being the perfect match for my wedding day. However, I could not recommend this brand more highly. The sample dress was sewn to perfection and the customer service was so quick and extreamly helpful. I can only hope this review helps others to give this small Aussie business a try. I cannot wait to buy a perfect piece in the future.
Thank you Rooh Team
I reached out to the rooh customer service as I loved their Serena set, however the skirt unfortunately did not match my body type. They immediately offered to tailor it to my size without an extra charge, drew up the changes and asked for my approval at every step to ensure I’m happy with the end result. I have truely never experienced this level of service from a retail brand before. Additionally the quality of the fabrics, stitches, etc. is fantastic.
I knew I would be 8 weeks postpartum when we had our wedding and wanted a special dress that would feel gorgeous and comfortable. I am SO happy I found Rooh because the Poppy ended being everything I dreamed of and more! I had countless compliments and my photographer especially loving how it looked on film. Thank you thank you!
I got this dress for my daughter for her engagement portraits and it was perfection in every way. The service was amazing from the Rooh team and the dress had exceptional quality and fit.
