Contact information
Last Updated: 27-02-2026
GET IN TOUCH
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We're here to help! Whether you have questions about our products, need assistance with an order, or just want to say hello, we'd love to hear from you.
CUSTOMER SERVICE HOURS
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Monday - Friday: 9:00am - 5:00pm AEST
Saturday: 10:00am - 2:00pm AEST
Sunday: Closed
Public Holidays: Closed
*Response times may be longer during weekends and public holidays
CONTACT METHODS
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Email support@rovella.shop
• We respond within 24 hours (business days)
• For order enquiries, please include your order number
WHAT TO INCLUDE IN YOUR MESSAGE
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To help us assist you faster, please include:
For Order Enquiries:
• Order number
• Email address used for purchase
• Description of your enquiry
For Product Questions:
• Product name or link
• Specific question or concern
For Returns/Refunds:
• Order number
• Reason for return
• Photos (if product is faulty)
For Technical Issues:
• Description of the problem
• Device and browser you're using
• Screenshots (if applicable)
RESPONSE TIMES
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We aim to respond to all enquiries within:
• Email: 24 hours (business days)
• Social media: 24-48 hours
During busy periods (sales, holidays), response times may be slightly longer. We appreciate your patience!
FEEDBACK AND SUGGESTIONS
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We value your feedback! Let us know:
• How we can improve
• Product suggestions
• Your experience with us
Send feedback to: support@rovella.shop
MEDIA AND PRESS ENQUIRIES
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For media requests, interviews, or press kits:
Email: support@rovella.shop
RETURNS AND EXCHANGES
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For return or exchange requests:
Email: support@rovella.shop
Include: Order number and reason for return
PRIVACY
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Your privacy matters to us. We collect contact information only to:
• Respond to your enquiries
• Process your orders
• Improve our service
We never sell or share your information with third parties for marketing purposes.
Read our full Privacy Policy: support@rovella.shop
WEBSITE TECHNICAL ISSUES
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Experiencing technical problems with our website?
Email: support@rovella.shop
Please include:
• Description of the issue
• Your device (phone/computer)
• Browser (Chrome, Safari, Firefox, etc.)
• Screenshots if possible
AFFILIATES AND INFLUENCERS
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Interested in collaborating with us?
Email: support@rovella.shop
Include:
• Your social media handles
• Follower count
• Brief pitch or proposal
• Media kit (if available)
EMERGENCY PRODUCT ISSUES
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If you experience an adverse reaction or safety concern:
1. Stop using the product immediately
2. Contact us urgently at: support@rovella.shop
3. Seek medical attention if necessary
Include:
• Product name and batch number
• Description of the issue
• Photos (if applicable)
INTERNATIONAL ENQUIRIES
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We currently ship to Australia only.
For international wholesale opportunities:
Email: support@rovella.shop
LANGUAGE SUPPORT
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All customer service is provided in English.
ACCESSIBILITY
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We're committed to making our website and services accessible to everyone. If you encounter accessibility barriers:
Email: support@rovella.shop
PAYMENT ISSUES
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For payment-related questions:
• Afterpay: 1300 100 729
• Zip: 1300 946 946
• PayPal: www.paypal.com/help
• Credit Card: Contact your bank
For refund status: support@rovella.shop
THANK YOU
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Thank you for choosing Rovella! We're committed to providing excellent customer service and helping you achieve your hair health goals.
We look forward to hearing from you!
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Connect with us:
📧 support@rovella.shop
Monday-Friday 9am-5pm AEST