Frequently Asked Questions
General
What size should I order?
At ROWIE, we believe it's less about the sizing and more about the silhouette. Each woman is perfectly unique and various fabrics perform differently. So with that in mind, choose a size that will work for your body, no matter what the size tag says!We have provided body measurements that we fit/design to, to help you choose your perfect ROWIE piece with ease.
Will you be restocking ...?
If the item you are interested in is on sale or from a previous collection it will not, unfortunately, be restocked unless we receive a return.
If an item has a 'PREORDER' tag, it will definitely be restocked with the shipping date coming soon.
We highly recommend signing up to the waitlist for the size you are interested in or getting in touch via email/live chat in regards to if a product will be restocked.
If an item has a 'PREORDER' tag, it will definitely be restocked with the shipping date coming soon.
We highly recommend signing up to the waitlist for the size you are interested in or getting in touch via email/live chat in regards to if a product will be restocked.
I've signed up to your mailing list and haven't received my welcome code yet?
Please be sure you have confirmed your subscription to our mailing list, due to the email being automated it can take a few minutes to deliver to your account!
It may also sometimes be sent to your junk/spam or folder assigned for promotions.
If you are unable to locate this email please email us or jump on live chat and we will ensure you receive.
It may also sometimes be sent to your junk/spam or folder assigned for promotions.
If you are unable to locate this email please email us or jump on live chat and we will ensure you receive.
How do I return or exchange?
View our Returns Policy here for Returns FAQ.
Can items I purchased online be returned in-store, or vice-versa?
Unfortunately we are currently unable to process returns or refunds for online orders in our boutiques.
You are welcome to drop your return into either of our boutiques and it will then be processed by our online returns team once it has been received at our warehouse.
Please ensure your return has been lodged online via our 'Request A Return' portal prior to taking your item/s into the boutique.
If you choose to take your return to our boutiques, there may be delays with your return being processed.
View our Returns Policy here for Returns FAQ.
You are welcome to drop your return into either of our boutiques and it will then be processed by our online returns team once it has been received at our warehouse.
Please ensure your return has been lodged online via our 'Request A Return' portal prior to taking your item/s into the boutique.
If you choose to take your return to our boutiques, there may be delays with your return being processed.
View our Returns Policy here for Returns FAQ.
Can I use my online gift voucher in-store?
Unfortunately online gift vouchers are valid for online use only.
Requests can be made to hello@rowiethelabel.com to have our online vouchers transferred for redemption in our Byron & Bangalow Boutiques, we will aim to complete your request within 48 hours.
Requests can be made to hello@rowiethelabel.com to have our online vouchers transferred for redemption in our Byron & Bangalow Boutiques, we will aim to complete your request within 48 hours.
I haven't received a reply to my enquiry?
Our online customer care team is based in Byron Bay, Australia & our hours of business are Monday to Friday 8:30am - 4pm. We aim to respond to all enquiries within 2 business days. Please bear with us during busy periods (launch weeks, flash sales) as we will have an above average number of enquiries to respond to.
Sometimes our emails may get sent to an allocated folder such a promotions or junk. Please check these folders if you do not hear from us within 2 business days.
Before submitting your order or online enquiry, please carefully review your contact details.
Sometimes our emails may get sent to an allocated folder such a promotions or junk. Please check these folders if you do not hear from us within 2 business days.
Before submitting your order or online enquiry, please carefully review your contact details.
How much will shipping be?
Can I make changes to my order?
If you have placed an order and would like to make any changes, please contact our customer care team ASAP. As orders are shipped at 12pm AEDT every business day, we are unable to change your order after 12pm.
Please make sure you choose your items carefully and enter the correct shipping details before placing your order.
We'll do our best to assist with any change requirements, however please note we cannot guarantee that your requested changes can be made to your order prior to shipment.
Once the order has been packed and is ready for shipping, we are unable to make any changes.
Please make sure you choose your items carefully and enter the correct shipping details before placing your order.
We'll do our best to assist with any change requirements, however please note we cannot guarantee that your requested changes can be made to your order prior to shipment.
Once the order has been packed and is ready for shipping, we are unable to make any changes.
My tracking hasn't updated in days! Has my parcel been lost?
Our sincere apologies for the delay with your order!
If there's no disruptions and Australia Post are unable to help you, contact us and we'll be happy to assist tracking down your parcel.
Check out the Australia Post Service updates to ensure there's no disruptions.
If there's no disruptions and Australia Post are unable to help you, contact us and we'll be happy to assist tracking down your parcel.
Check out the Australia Post Service updates to ensure there's no disruptions.
I've received a faulty item, what do I do?
If I use a promotional or discount code at checkout, are the items considered 'sale items'?
If the item is full price before you add the discount or promo code, it is still considered full price!
Sale Items are garments that have a reduced price before a discount or promo code has been added to your order.
Sale Items are garments that have a reduced price before a discount or promo code has been added to your order.
Can I use my discount code on sale items, or combine it with another discount code?
Discount codes are only valid on full-price items, therefore not able to be used on already marked down items, including during promotional periods.
In addition to this, discount codes are unable to be combined.
In addition to this, discount codes are unable to be combined.
Will I have to pay for custom import duties & taxes?
All express orders shipping to the UK are dispatched with Delivery Duty Paid (DDP). Products in GBP are priced accordingly to include all duties & taxes so orders will not be subject to any further costs upon delivery.
Currently, all other international customers outside of the UK are responsible for customs & duties within their own country.
Import duties and taxes are not included in the item price or shipping cost.
We have no control over these charges and cannot predict what they may be.
As customs policies vary widely from country to country, we recommend contacting your local customs office for further information.
If you refuse to pay these charges your parcel may be abandoned, and ROWIE will not be held responsible for any loss of funds as a result of this occurrence.
ROWIE is legally required to declare the full value paid on shipments & cannot mark international orders as a gift in order to bypass or reduce any customs fees, as this is an illegal practice.
Do note, if your parcel is returned to us because you declined to pay Custom/Import Duties & Taxes we will not refund your original postal charge.
Currently, all other international customers outside of the UK are responsible for customs & duties within their own country.
Import duties and taxes are not included in the item price or shipping cost.
We have no control over these charges and cannot predict what they may be.
As customs policies vary widely from country to country, we recommend contacting your local customs office for further information.
If you refuse to pay these charges your parcel may be abandoned, and ROWIE will not be held responsible for any loss of funds as a result of this occurrence.
ROWIE is legally required to declare the full value paid on shipments & cannot mark international orders as a gift in order to bypass or reduce any customs fees, as this is an illegal practice.
Do note, if your parcel is returned to us because you declined to pay Custom/Import Duties & Taxes we will not refund your original postal charge.