Our Returns Policy
Returns & Exchange Policy
At Rocky Rafaela, each garment is crafted with care and intention. We operate with a strict no-refund policy. However, we are happy to offer exchanges within 7 days of receiving your order.
Eligibility for Exchange
To be eligible for an exchange, your item must be:
Unworn, unused, and in saleable condition
Returned with all original tags attached
In its original packaging
Items that show signs of wear, damage, or alteration will not be accepted.
How to Request an Exchange
To initiate an exchange, please contact us via email at:
📧 rochelle@rockyrafaela.com
Please include your order number, the item(s) you wish to exchange, and the replacement item or size you would like.
Once your exchange has been approved, you’ll receive instructions on where to send your return.
Important Notes
Return postage costs are not covered by Rocky Rafaela.
We recommend using a tracked shipping service for your return.
Exchanges are processed once the original item is received and inspected.
Thank you for understanding and supporting a small, independent label. Every piece is made with love, and we’re committed to ensuring you feel incredible in your Rocky Rafaela garment. 🤍
DELIVERY
Shipping & Pre-Order Policy
Delivery Times
Australia Post
Standard Shipping
Within VIC: 2–4 business days
Interstate: 3–6 business days
Express Shipping
Within VIC: 1–2 business days
Interstate: 1–3 business days
Handling Time
Our handling time is up to 1 business day. We ship the next day after your order is placed.
International Shipping
We deliver to most countries worldwide.
If your country does not appear at checkout, please contact us at rochelle@rockyrafaela.com and we’ll arrange an alternative shipping option for you.
Custom Jackets & Made-to-Order Pieces
Some of our leather and bespoke garments are made to order to minimise waste and support a more sustainable production process.
Please allow 2–3 weeks for production and delivery.
Each custom piece is carefully crafted and truly worth the wait.
Delivery Timeframe
International orders usually arrive within 7–10 business days, depending on your location and chosen shipping method (Standard or Express).
If you require your order urgently, please email rochelle@rockyrafaela.com to discuss expedited shipping options.
Customs & Duties
When your order reaches its destination, it may be subject to customs clearance procedures, which can occasionally cause delays beyond the estimated delivery timeframe. A signature may be required upon delivery.
Please note:
Rocky Rafaela is not responsible for any customs duties, taxes, or import fees charged by the destination country. These costs are the responsibility of the customer.
We recommend contacting your local customs office for more information on potential charges before placing your order.
FAULTY ITEMS
Faulty items are classified as faulty if they are received damaged, or where a manufacturing fault has occurred within a reasonable time frame.
Please note that items which have been damaged as a result of some wear and tear are not considered to be faulty.
In accordance with ACCC, where possible, we will offer to repair faulty items.
If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability.
You will receive a full refund if the item cannot be repaired or replaced.
For all faulty item queries which fall outside of our Returns Policy, please contact rochelle@rockyrafaela.com.
