FAQs

WHERE TO FIND ROODLE

Do you have any stores?
A small range of Roodle bags and straps can be found at several fabulous, colour-loving retailers around Australia. You can find them listed on our store locations page.

Do you sell at any markets?
Indeed we do! You'll find us at a handful of markets around Sydney over the summer months. We post the details on our store locations page, and announce new dates in our newsletter and on our socials. So if you're not already subscribed, sign-up below.

PAYMENT

How can I pay for my order?

We accept Visa, Mastercard and AMEX, either directly or via Pay Pal, Shop Pay, Apple Pay or Google Pay. All orders are processed in Aussie dollars, so if you're browsing the site in your local currency you'll see the prices revert to AUD as you checkout. If you'd like to change the currency you're browsing in, simply select your preferred currency from the drop down menu at the top right of the screen, next to the cart icon.

I've just paid for my order, what happens next?

Items are dispatched within 3 business days after payment is confirmed. Once your order is sent, you will receive an email notifying you it has left. If you have selected a delivery method that includes tracking, a separate email will be sent to you with your tracking details so you can then track your delivery online.

Once items are dispatched, the delivery times specified on our shipping page apply. While we make every effort to meet the delivery times provided, there are some circumstances outside our control - such as postal or courier service delays. Also if you're in a rural or remote location, deliveries may take a little longer.

If you have any questions regarding your order please contact us.

Can I pay in a different currency?
We can only accept payment in Aussie dollars, so if you're browsing the site in your local currency you'll see the prices revert to AUD as you checkout. If you would prefer to see the prices in AUD as you're browsing, simply select AUD from the drop down menu at the top right of the screen, next to the cart icon.

ORDERS

Order tracking

Our Australian standard and express delivery services provide tracking on all orders. Details of how to track your parcel will be sent in an email once the order has been sent.

What if my order doesn't arrive?

If you've waited the maximum estimated delivery time for your area and your order has not arrived, please email our support team with your order details at roodlebag@gmail.com If we can't track down your order for you and it's clear it really has gone missing, we’ll send out a replacement using express delivery wherever it’s available, at our discretion.

Can I cancel my order?

Yes of course you can - the quicker you can email us and request the cancellation (sales@roodlebag.com) the more chance we have of being able to cancel the order before the shipping has commenced, and the quicker funds can be refunded. If the order has already been dispatched we'll need to process the cancellation as a standard refund. This means you'll need to wait for the order to arrive, pay for return shipping and once we have received the order back in it's original packaging and unused, we can process the refund of cost of items (excludes any shipping fees paid). The exception is our e-gift cards - these are sent straight away, and cannot be returned.

I forgot to order something - can I add items to my order after I have hit the 'confirm order' button?

If you’d like to add an item to your order please email us at roodlebag@gmail.com within 24 hours from the time of purchase and we’ll see what we can do. Keep in mind the earlier you contact us the more likely we’ll be able to sneak an extra item into the same package - if the original order has already been packed and dispatched it’s likely you’ll need to pay for additional shipping to send the extra items in a second package - but we'll let you know either way before we proceed.

PRODUCT DETAILS

Do I need to treat my leather bag?
The leather used to make our bags is pre-treated so it’s not necessary to add any additional protection or treatment. However if you’d like to prolong the life of the leather you can of course use an additional leather treatment from a reputable store.

Can I clean my leather bag?
If you can avoid it, we’d suggest refraining from cleaning it to ensure the material isn’t damaged. Life, however, gets messy sometimes and if you’ve got a conspicuous bit of dirt on it you just need to get rid of, then try a leather wipe. Gently wipe the area and allow to dry (out of direct sunlight). If you need further help we suggest taking the bag to a leather specialist.

Can I clean my strap?
For the thin leather strap that comes with the bag, please follow the advice above regarding cleaning your leather bag. For the patterned straps, we suggest using warm soapy water (using a mild detergent) on a damp cloth and give the dirty area a good wipe.

Where is your leather from?
All our bags are made from 100% European sourced Dollaro leather and made by craftsmen in Italy. Dollaro leather retains the natural texture and grain of the leather, resulting in a soft and supple leather with the classic pebble texture that is beloved by fashionistas the world over.

Do you use vegan leather in any of your bags?
At the moment the answer is no, however we do take an environmentally-aware approach. Note that a product that is ‘vegan leather’ does not necessarily mean the product is an environmentally friendly one. Generally speaking, ‘vegan leathers’ are synthetic or faux leathers. The most commonly used materials for synthetic leathers are PVC (poly vinyl chloride) and PU (polyurethane), which are plastic based materials that can’t be recycled nor biodegrade any time soon, and often use highly toxic chemicals in the manufacturing process.

Of course there are also some more sustainable, natural materials used to make Vegan Leather, like cork, kelp, pineapple leaves and even apple peel. Unfortunately our initial investigation into these options resulted in them not being viable for our business at this time.

One other quality we’re looking for in any vegan leather we will consider using for future Roodle products, is durability. Vegan leather is often a lot thinner and doesn’t tend to wear as long vs a good quality leather which can last decades if treated with care. At Roodle we’re dedicated to ensuring that you get the quality and longevity you would expect from an expensive branded handbag, even though you’re not paying the hefty price tag.

RETURNS AND WARRANTY

What is your returns policy?

We hope you love your purchase, but if it’s just not doing it for you, or you wish to return an unwanted gift, we’re happy to exchange or refund your purchase as long as we receive it within 30 days in its original, unused condition. Gift cards and personalised products, however, cannot be returned. Please note: for change of mind returns you’ll need to cover the shipping cost. If the product is faulty please contact us so we can sort out how to cover the shipping costs. Full information can be found on the returns page.

My item is faulty, what should I do?

Please call or email us at roodlebag@gmail.com with your order details (order number and date, website or store, product name etc) and photos of the defect.

What warranty do you offer, and how do I claim?

All our products are made to last, which is why in the unlikely event you have an issue with a defect in material or workmanship within 3 months from the date of purchase, we’ll happily exchange the item for a new one. This only applies to products that have been used solely for the intended use of the product, in normal conditions. For full details, and to claim your warranty please visit our returns page.

SHIPPING

I've placed my order, what next?

Items are dispatched one to two business days after payment is confirmed. Once items are dispatched, the delivery times specified on our shipping page apply. Once your order is sent, we'll send you an email to let you know it's on it's way. If you have selected a delivery method that includes tracking, a separate email will be sent to you with your tracking details so you can then stalk your delivery online.

While we make every effort to meet the delivery times provided, there are some circumstances outside our control that may affect these - such as postal or courier service delays. Also if you're in a rural or remote location, deliveries may take a little longer.

If you have any questions regarding your order please contact us.

Do you ship worldwide?

Currently we are only set up to deliver to Australian and NZ addresses (excluding PO Boxes), however Roodleites are popping up all over the world so we’ll be increasing our shipping range in the very near future.

Live in a different country and can’t wait for your Roodle bag? We hate to disappoint - give us a call or send us an email and we’ll see what we can do for you.

Can I track my order?

Our standard and express delivery services provide tracking on all orders. Details of how to track your parcel will be sent in an email once the order has been sent.

How much is shipping?

We offer flat rate fees for shipping of any order, regardless of the size. Standard and express shipping options are both available:

AUSTRALIA

Standard Delivery	2 - 8 business days	FREE* or $9
Express Delivery^	1 - 3 business days	$18

 

NEW ZEALAND

Standard Delivery	7 - 12 business days	$24 AUD
Express Delivery^	5 - 8 business days	$39 AUD

 
*Happily providing FREE standard delivery on all orders over $99.

^Express shipping: we offer express delivery within Australia. This usually takes between 1-3 business days. If the delivery address is in a remote or rural location you may need to allow a bit of extra time. This time is from when it leaves us which can take up to 48 hours.

For more information please visit our shipping page.