Frequently Asked Questions
Top 5 FAQs
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.
For waterproof garment repairs, we can send your garment off to a trusted third-party company that will repair.
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.
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.
My Order
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.
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.
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.
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 will refund the postage charge you paid.
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.
Yes, you can track your delivery through DPD for UK deliveries, and DHL for international deliveries. 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. For DPD deliveries, you can download the DPD app to easily track your delivery.
To learn more about the DPD app, visit the DPD App FAQs.
Returns
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.
My Account
Out of Stock
Product & 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.
Care & Service Centre
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.
For waterproof garment repairs, we can send your garment off to a trusted third-party company that will repair.
Flori, who runs our Service Centre, has 20 years of experience and can carry out an expert repair on your much-loved outdoor clothing.
Please refer the charts below:
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.
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.
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.
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.