Top 5 frequently asked questions

Please contact our Customer Service Team on 0800 840 1411, or email us at post@rohan.co.uk

Let us know the name of the garment you’re looking for, and the activities you’re planning on doing, so we can provide the most suitable alternatives.

If you’re looking to change the size or colour of an item on your order, we can do this for you as long as the price is the same and your order hasn’t been despatched yet.

If there’s a price difference, or if you want to add to the order, please contact our Customer Service Team on 0800 840 1411. If your amended order is higher in value than before, we’ll need to cancel your original order and place a new one. If the amended order is lower in value, we’ll refund you the price difference.

Once an order is despatched, we can’t change it, but you can return it for an exchange or refund using our pre-paid returns labels. Take a look at our Returns page for more information.

We have a Service Centre which offers zip replacements, patch and stitching repairs. We also offer a specialist down and waterproof washing service.

If you have a waterproof garment that is still functional, but has started to wet out on the outer fabric, we are also able to offer a wash and reproof service.

Flori, who runs our Service Centre, has 20 years of experience and can carry out an expert repair on your much-loved outdoor clothing.

If an item is showing as out of stock online, this usually means that it’s sold out or that we have very low stock levels. Our Customer Service Team are always happy to check stock of full-price items for you, you can call them on 0800 840 1411, or email post@rohan.co.uk.

DWR finishes need reenergising and reproofing from time to time, and you’ll be able to tell when this is the case because the outer fabric of your garment will begin to wet out. The more you wear your waterproof, the more often you should wash it, and when you do we recommend using Grangers 2-in-2 Wash and Repel. This will clean the garment, supercharge the DWR finish and help to improve the performance of your waterproof.

Payment

Your card may have been declined for one of the following reasons:

 • You may have entered some information incorrectly. Please check that you have filled in all the required fields correctly. It is important your details match with what is registered with your Bank such as address, post code, email and contact numbers.

• Your card may have expired. Check that your card is still valid.

• If you continue to experience issues we would recommend contacting your credit card provider.

The changes are coming in under new fraud-prevention rules, known as 'Strong Customer Authentication (SCA)', which require both debit and credit card providers to ask customers to verify certain payments. As a result, you may get a text or phone call from your card provider when you make an online transaction, requiring you to confirm you are who you say you are before the payment can go through.

• Your bank may send you a text message. This will have a verification code you'll need to enter online.

• Your bank may call your landline. Here, you'll be shown a code on the payment screen, and asked to enter it or speak it into your phone during an automated call.

• You may be asked to log in to your card providers app. Typically you can do this by using the built-in fingerprint scanner or facial recognition - once you've logged in, your payment should go through.

• You may be asked to use your bank's card reader. These are small devices issued by some card firms (not the same as a card terminal used for payments). You insert your card into it and log in in the normal way and you'll be given a verification code to enter online.

Your Bank will never ask you for your pin or full password.

Your credit or debit card will be debited for the total value of your order at the time of the order being placed.

My order

Please contact our Customer Service team on 0800 840 1411, so we can look into this for you.

If you’re looking to change the size or colour of an item on your order, we can do this for you as long as the price is the same and your order hasn’t been despatched yet.

If there’s a price difference, or if you’d like to add to the order, please contact our Customer Service Team on 0800 840 1411. If your amended order is higher in value than before, we’ll need to cancel your original order and place a new one. If the amended order is lower in value, we’ll refund you the price difference.

Once an order is despatched, we can’t change it, but you can return it for an exchange or refund using our pre-paid returns labels. Please have a look at our Returns page for more information.

It’s worth checking your junk mail to see if your order confirmation email has ended up there by mistake. If you haven’t received an email, please contact us on 0800 840 1411, so we can check your details and send your order confirmation to the right address.

Please call our Customer Service Team on 0800 840 1411.

If you have provided an email address, we will send you an email when your order has been despatched, and if you’ve provided a mobile number you’ll receive a text to let you know the date and time to expect your delivery. If your order is being delivered by DPD, a link will be provided to track your order. Please note that you will need to sign for your order, unless you’ve given instructions for it to be left in a safe place.

Simply enter your promotional code in the ‘Do you have a Promo Code’ box on the basket page of our website, and click apply. You will get a message confirming your discount has been applied.

Yes. Gift Cards can be redeemed online at our checkout page, and you can also buy Gift Cards on our website.

Please contact us on 0800 840 1411 and we will check your order status. If your order hasn’t been despatched, we can cancel it and refund you. However, once an order is despatched it can’t be cancelled and you will need to return it for an exchange or refund using our pre-paid label. For more information, please refer to our Returns page.

If you have any questions, please contact our Customer Service Team on 0800 840 1411.

Please contact our Customer Service Team on 0800 840 1411, so we can look into this for you. Alternatively, if your order has been despatched and you have received tracking information, you can amend these details on the courier’s website or app.

Yes. If you contact us to place the order, we can delay the delivery. If you’ve placed the order yourself, please call us on 0800 840 1411 and we can amend the shipment date.

Delivery

We’re really sorry your parcel didn’t arrive when you were expecting. Please get in touch with our Customer Service Team, who will look into this for you. You can call them on 0800 840 1411 or email post@rohan.co.uk.

We’ll need your order number to check the delivery status of your order, and we’ll of course refund the postage charge you paid.

We don’t currently offer free delivery.  Orders being delivered within the UK have a flat fee, so the price is the same regardless of how many items you order, and you can return any unsuitable items to us free of charge, for a refund or exchange.

We use a signed-for service to guarantee receipt of your order.   We want to ensure your order arrives safely and quickly.   

Orders being delivered within the UK have a flat fee, so the price is the same regardless of how many items you order.     

A signature is required for all deliveries. If you’ve given us your mobile number you'll get a text before delivery, to let you know your 1-hour delivery window. If you're not in, you can ask for your parcel to be left in a safe place or rearrange your delivery.

If you haven't given us a mobile number, and you’re not in when DPD try to deliver, the courier will leave a card and drop it off to your local DPD collection point.

If you have an account with DPD, you can use their app to arrange for your delivery to be left in a safe place, or you can log onto DPD.

Due to the large amount of deliveries each day, our couriers are unable to specify an exact delivery time. Deliveries are made between 8am and 6pm, Monday to Friday, and we also offer a Saturday delivery option.   After your order has been despatched you can track your delivery and see your estimated delivery time.

We’re really sorry that you haven’t received all of your order. If an item is out of stock in our warehouse, but available from a store, it might be sent separately and we’ll always let you know when this is the case.

Please contact our Customer Service Team so they can look into this for you. You can call them on 0800 840 1411, or send an to post@rohan.co.uk.

We’re really sorry this has happened. Please contact our Customer Service Team at post@rohan.co.uk, or call 0800 840 1411, so they can sort this for you.

Yes. For our UK deliveries we use DPD Track and Trace, and for international deliveries we use DHL Track and Trace. When your order has been despatched we’ll send you a confirmation email which will include your tracking number, so you can  track your order as it makes its way to your door. 

Returns

We’re sorry for any delay. You should receive your refund confirmation email within 14 working days of your parcel being received by our Returns Team. Please wait at least 10 working days after your parcel has been received before contacting us, as it will be in a holding area, ready to be processed by our returns team. For more information, please see our Returns page.

You can return any purchase by post to our Head Office, using your Royal Mail pre-paid returns label, or you can go to any Rohan store. To find your nearest store please click here, and for more information please have a look at our Returns page.

We strive to make the highest quality products, but in the event of a faulty item please contact our Customer Service Team on 0800 840 1411, or email us at post@rohan.co.uk and we’ll sort this out as quickly as possible for you.

Yes. We offer a free returns label to all UK customers, or you can return to any Rohan shop. Please refer to our Returns page for more information.

As long as the garment has not been worn or altered in any way, there are no time restrictions for returns. Items returned without a supporting receipt will be refunded at the current selling price. For full details please see our Returns page, or contact our Customer Service Team on 0800 840 1411.

When you make a return, we’ll always refund back to the original method of payment. So, if you purchased using a Gift Card, we’ll issue you with a new Gift Card to the value of your refund.  

If you return your order and request an exchange for a cheaper item, the price difference will be put onto a Gift Card.  If you want to exchange for a more expensive item, we’ll get in touch to organise taking the extra payment.

You can go into any Rohan store to return an item purchased in-store, or you can post your return to our Head Office using one of our Royal Mail pre-paid returns labels. Please see our Returns page for more information.

My Account

If you need a hint, you can click on the password reminder button. If you need to request a new password, you can select this and it will be emailed to you.

Please contact our Order Line on 0800 840 1412, so a member of our team can look into your account details and help you log in.

Yes. You have full control over updating any personal details, but if you have any issues, please feel free to contact our Customer Service Team on 0800 840 1411, or email us at post@rohan.co.uk.

Out of Stock

If an item is showing as out of stock online, this usually means that it’s sold out or that we have very low stock levels. Our Customer Service Team are always happy to check stock of full-price items for you, you can call them on 0800 840 1411, or email post@rohan.co.uk.

At the moment, we’re not able to set up notifications of items coming back into stock. However, we can give you an estimate on when the stock is due back into our warehouse, so you can keep an eye on the website ready for its arrival.

Product and Sizing

Please contact our Customer Service Team on 0800 840 1411, or email us at post@rohan.co.uk.

Let us know the name of the garment you’re looking, and the activities you’re planning on doing, so we can provide the most suitable alternatives.

If the zip on your garment is faulty, please contact our Customer Service Team on 0800 840 1412, or at post@rohan.co.uk.

It’s worth noting that two-way zips, although great for ease of movement, can take a little while to get used to. When you’re wearing the garment, make sure both sliders (see diagram below) are at the base of the zip. They should sit together neatly with no space between them, meaning you can slot in the zip tape and fasten the zip as usual, by pulling the top slider up.

If you want to open the bottom of the coat once it’s zipped up, you can do this by pulling up the bottom slider.

We take care to make sure that we’re as accurate as possible with our measurements, however fit can depend on body shape. You might find our customer reviews helpful, just click on the Reviews tab to the right of the product that you are interested in to see feedback from other customers.

If you’re still unsure, please feel free to contact our Customer Service Team who can provide you with any measurements you need.

Please visit our Ethical trade page for information on this.

Whilst we would like to be able to offer a range of all sizes and leg lengths for every style in our range, this would limit the number of styles that we could offer. We have recently introduced alternative leg lengths on many of our most popular trouser styles, you can see our full range here.

Care and Service Centre

DWR finishes need reenergising and reproofing from time to time, and you’ll be able to tell when this is the case because the outer fabric of your garment will begin to wet out. The more you wear your waterproof, the more often you should wash it, and when you do we recommend using Grangers 2-in-2 Wash and Repel. This will clean the garment, supercharge the DWR finish and help to improve the performance of your waterproof. 

We have a Service Centre which offers zip replacements, patch and stitching repairs. We also offer a specialist down and waterproof washing service.

Please refer the charts below:

Wash-care labels

Ironing labels

Drying labels

It’s inevitable that food and general grease stains will end up on our garments at some point. Using a mild stain removing agent such as “Shout”, prior to washing, should help to lift the stain out more easily during washing.

Gift Cards

Yes. Please let our Customer Service Team know the long card number and we will be able to reactivate your Gift Card. Customer Service can be contacted on 0800 840 1411, or at post@rohan.co.uk.

Please note, we can’t extend the expiry date on any Promotional Gift Cards.

Currently, we are unable to top-up our Gift Cards, but you can purchase a new Gift Card online or in any Rohan store.

Click here to check the balance of your Gift Card.

Our Gift Cards expire one year after the issue date, but we are always happy to extend this if necessary.

Sale

It’s always difficult to predict stock availability in advance of a sale. When our sale catalogues go to print we do have good stock levels of all advertised styles, but sometimes this changes between printing and the start of the Sale.

We’re always really busy at the start of the Sale and, to be as fair as we can be, stock is sold on a fist come, first served basis. If you’ve been disappointed please contact our Customer Service Team on 0800 840 1412, or at post@rohan.co.uk, so they can advise you on a suitable alternative.

To make it as fair as possible for our customers, we are unable to reserve items that are in the sale.

Yes. Our Returns Policy is the same for any items purchased during the sale.

We’re sorry about that! It’s worth checking your junk mail just in case, but if you haven’t received an email please contact us on 0800 840 1411, so we can check your details to ensure you’re signed up to our mailing list.

Sometimes we only offer a discount against one colour and this is generally based around the stock levels in our warehouse, or it may be a colour that is not appearing in our new season’s range.

Unfortunately,  if the colour you’re after is not featured in our Sale we’re not unable to price match or discount that style.    

Yes. Our Gift Cards can be redeemed online or in-store against full price or Sale items.

During the Sale, once an item is showing as out of stock online, this generally means it’s unavailable across the business.

It’s worth noting that items can come back into stock during the Sale, so you might want to keep checking the website to see if this happens with the product you’re after.  

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