FAQs

How to measure yourself?

Our number 1 question. Find out how easy it is here.

How do I create an Account? 

Making an account is as easy as 1-2-3! 

While you can still shop without an account, having an account lets you receive updates on your orders, keeps you updated on the hottest, latest and best deals on our store. Create your Rock Olive Account here! 

 

How can I pay?  

Our current payment options include Credit Card (processed via PayPal), PayPal and AfterPay. AfterPay allow you to receive your purchase and pay off the amount in 4 easy payments each fortnight.

 

What is Afterpay? 

Afterpay gives you the opportunity to shop now and pay later. Afterpay allows you shop paying in four payments, fortnightly, interest free. Once approved your items get shipped straight away! Get your outfit now, pay for it later. Learn more about Afterpay

 

What is PayPal?  

PayPal is an online money transfers, which serve as e-alternatives to paper payments. As of today, PayPal has over 100 million member accounts in 190 countries and regions. PayPal acts as an acquirer, which means that they do the payment processing for us, the merchant, so you can rest easy knowing that we don't see or store any of your account details. 

 

Use PayPal as Payment Option at Checkout?  

Existing PayPal users can click on the "Checkout with PayPal" button when prompted at the payment page. New PayPal users will be redirected to the PayPal website to create their account. 

You can sign up for a PayPal account here.

 

What are the different Payment Methods?  

We accept locally and international Credit or Debit Card for payment. Make a secure payment quickly and easily!

 

Why haven't I received my confirmation email?  

1. Please make sure you put in your correct email address when ordering or you will not receive your conformation.

2. Check your junk/spam mailbox as sometimes it will go there.

 

When will my order be shipped?  

Your order will generally be shipped within 24 hours. Delays may occur during public holiday periods, so please allow plenty of time if you need an item urgently.

Preorders & Estimated Arrival Dates?

When you preorder an item with us, the estimated arrival date listed on the product page is our best projection at the time based on information from our manufacturers and shipping partners. While we do everything we can to meet these dates, preorders can occasionally be delayed due to shipping and manufacturing factors outside of our control.

Because of this, estimated dates are not guaranteed, and preorders are non-refundable due to shipping delays. We know waiting a little longer than expected isn't ideal, and we truly appreciate your patience. Rest assured, we will keep you updated every step of the way and your item will be sent to you as soon as it arrives with us.

If you have any questions about your preorder, our team is always happy to help.

Do you refund?

We want you to love your purchase and will always do our best to help you choose the right style and size. Please take your time when ordering and use our size guides and model measurements to help you make the best choice.

Please choose carefully, as we do not offer refunds for change of mind or incorrect sizing. We do offer online credit, which is valid for 3 years from the date of issue.

For more information about your rights, please refer to the Australian Consumer Law.

 

Can I change my order?

Once your order is placed, we are unable to change it. Please ensure all your details are correct, especially your email address and delivery address details. 

 

How to add my Discount Code? 

Click on My Cart, Click Checkout, once you are on order page, you will see Discount Code box, type in Discount Code then click Apply. 

IMPORTANT:

1. The discount code is case sensitive FULL caps and no spacing.

2. When reordering with your discount code you must use the same email you originally ordered with or it wont recognise you. 

To apply a Discount Code to your order.

 

What do I do if I didn't use the Discount Code?

Once your order is placed we are unable to change it. We give clear indication on all sales that a code must be entered at checkout. Its up to your discretion to insure you put this code in to receive your discount. If the code has not been put in via the order there will be no refunds or cancellations for the order.

 

What do I do if I didn't use the correct Discount Code?

 

Once your order is placed we are unable to change it. We give clear indication on all sales that a code must be entered at checkout. Its up to your discretion to ensure you put this code in to receive your discount. If the code has not been put in via the order there will be no refunds or cancellations for the order.

 

How do I track my order?

Once your order is packed and sent, you'll receive an email with your order confirmation and an Australia Post tracking code. If you click on the code it will redirect you to the Australia Post website (or track here) and show you the progress of your parcel. *Please make sure you have entered your email address correctly to received your confirmation letter. 

 

How much is shipping?

Australia 

Australia Post Standard shipping is $12.00 AUD

Australia Post Express shipping is $17.00 AUD

New Zealand 

Australia Post Standard shipping is $20.00 NZD

How long will my order take to arrive?

Australia Post Standard shipping allow 1 - 7 business days.

Australia Post Express shipping allow 1 - 3 business days.

Pre orders - Your pre-order will be dispatched as soon as stock arrives, with an estimated delivery timeframe provided on the product page, See FAQ,s for more details

United States of America 

Australia Post Standard Shipping is $20 USD for all orders

 

Will you be restocking particular styles?

We do keep certain styles for a season, however generally we are introducing new collections regularly. If you'd like to find out about a particular item, click the 'Notify me' button or send us an email at info@rockolive.com.au 

 

Where are you located?

NOTE: All returns must be mailed to our PO Box 2834 Burleigh Waters QLD 4220 

I need to return a product, how do I do that?

You will receive a Return Form with your parcel, you can simple fill it out and return to the address on the form. You can also download the form here. Please note, clothing items must be unworn, in their original condition with tags attached.

All returns my be mailed to our PO Box 2834 Burleigh Waters QLD 4220 

I need sizing advice, what do I do?

We're here happy to help and assist you! Please drop us a line here or contact us via our Facebook page (Messenger). We usually get back to you within a day. 

We provide Sizing Help Guide for your measurements reference.