Why is everything I want sold out?
It is always difficult to completely predict stock availability of all items/size and colour in advance of the Sale. When the Sale catalogue goes to print several weeks before the start date we do have good stock levels of the advertised lines. However items can sell better than forecasted at the full price and stock levels may be reduced in advance of the start date. We are always extremely busy when the Sale starts and it really is on a first come first served basis to be as fair as we possibly can to all of our customers. If you have been disappointed please do contact our Customer Service team on 0800 840 1411 who will be able to advise on an alternative garment.
I have received two order confirmations with different order numbers.
Please call our Customer Service department on 0800 840 1411 Monday - Friday 9am - 5pm
Can I reserve an item of sale stock?
To make it as fair as possible, we are unable to reserve items of stock that are in the sale.
What happens if I don't like the items or they don't fit?
If, for any reason, you are not happy with your purchase or need to exchange an item, simply return it to a Rohan Store or by post to Rohan Designs Limited, 30 Maryland Road, Tongwell, Milton Keynes MK15 8HN and we will send out a replacement or refund the value of the clothing. For full details see our Returns guide)
Is there a time limit for returns?
As long as the garment has not been worn or altered in anyway, there are no time restrictions for returns. Items returned without a supporting receipt, will be refunded at the current selling price. For full details see our Returns guide
Do you offer free returns?
We are unable to offer a free returns service. You can exchange an item or obtain a refund in a Rohan Store but any costs incurred to return an item to us by post are, unfortunately, not refundable.
Why is an item completely sold out?
We are very sorry if an item you would like to order is sold out or delayed. We endeavor to ensure that as much stock as possible is available, however some items sell much better than we predict. Our Customer Service department may be able to assist you with finding stock within the business - please call them on 0800 840 1411 Monday - Friday 9am - 5pm
Why do you charge for postage?
We are charged by our carries which unfortunately means we have to pass this cost on to you. We prefer to be honest about our postal charges rather than adding it in to the cost of our garments. Orders to be delivered within the UK have a flat fee, so the price is the same regardless how may items you order.
Why do you need my telephone number and email address?
In case there is a problem with your order and we need to contact you. We also advise customers of promotions and special offers by email. We do not pass your personal details on to any third parties.
When will my card be charged?
When you place an order, our system will automatically ask your card issuer for authorisation for the order total. If we get a valid authorisation, your card issuer will hold this value, expecting a charge from us in the near future. We will take payment from your account when the order is dispatched from our warehouse
My password does not work
You can click on the password reminder to get a hint about your password or request a new one which will be emailed to you.
Has my order been despatched?
There are many stages your order goes through before being despatched. Here is a guide to those stages:
New Order - Your order has been received and we are awaiting authorisation for payment from your card issuer
Allocated - Authorisation for payment has been gained and the items have been allocated to your order
Pick List Printed - Your order is being picked and packaged in our warehouse
Despatched - Your order has left our warehouse and is with our couriers
How do I redeem a discount code?
Simply enter the promotional code you have in the Coupon Code box and click apply. You will get a message confirming your discount has been applied.
Can I redeem gift cards on line?
Yes. Giftcards can be purchased and redeemed online.
Why do I have to register as a new customer when I have brought from you before?
This is due to our website being updated. You only have to create an account once on our current website to enable you to place orders in the future. We apologise for any inconvenience caused.
Why do I have to sign for my delivery?
For security purposes and to allow us to track you parcel from leaving our warehouse to your door.
Why can't I specify a time for my delivery?
Due to the large amount of deliveries each day, our couriers are unable to specify an exact time for delivery. Deliveries are made between 8am and 6pm Monday to Friday.
Why don't you offer more size options for each garment such as longer/short leg
Whilst we would like to be able to offer a range of fits of variable leg length for every style in our range, this would limit the number of total number styles that we would be able to offer. We have recently introduced alternative leg lengths on many of our most popular trouser styles.
How do I re-proof my waterproof?
This should not be necessary on our current range of waterproofs with DWR & PWR (Durable and Permanent Water Repellency). A cool tumble dry or iron after laundering should be all that is required. Older waterproofs without this technology can be treated with specialist cleaning and re-proofing products available from most outdoor shops.
What do the care labels mean?
Please refer the charts below
|Machine wash at 40 C, normal mechanical action.|
|Machine wash at 40 C, reduced mechanical action.|
|Machine wash at 40 C, much reduced mechanical action.|
|Hand wash only.|
|Do not wash.|
|The dots in the iron symbol represent the temperature of the iron - the more dots the hotter the iron.|
|Hot (210'C) cotton, linen, rayon or modified rayon.|
|Warm (160'C) polyester mixtures, wool.|
|Cool (120'C) acrylic, nylon, acetate, triacetate, polyester.|
|Do not iron.|
|These are new optional extras to the care labeling code.|
|Dry flat (don't hang to dry).|
|Drip dry (best to hang when wet).|
|Can be tumble dried.|
A cross through one of the above symbols indicates do not do it!
How do I remove stains?
It is inevitable that food and general grease stains may accumulate on garments during wear. The use of a mild stain removing agent such as "Shout", prior to washing, should help to lift out the stain easier during laundering.
I need help with the Stick-up Tape on my Rohan Bags
The iron-on webbing (Stick-Up) tape supplied with Bag trousers has been known to be accidentally applied to the wrong surface when shortening, resulting in white residue showing on the outside. Advice on how to remove this is as follows:
Do you offer a repair service?
Unfortunately, the repair service that we previously offered had to be discontinued due to the difficulty in obtaining spare components and fabric from suppliers and we felt that we were no longer able to offer a superior service to that of high street tailors.