FAQ

General

Who is Rogerseller?

Rogerseller is an Australian, family owned business and we have been furnishing homes with quality designer fittings for over 100 years.  We are, and always have been, passionate about beautiful products and all things design.  To learn more about us flick over to the Our Story page.

Do you have a retail store?

Yes we do -  a number of them in fact! We have stunningly beautiful and inspiring showrooms in Melbourne, Sydney, Brisbane and Perth, as well as numerous concept stores all over Australia. Visit our Showrooms page to find the one nearest to you.

How do I signup to the Rogerseller newsletter?

Thank you, we like you too! If you would like to signup to receive regular updates about new products, events and general Rogerseller news, visit the Subscribe page and enter in a few details. Don’t worry, we won’t bombard you!

Is it safe to order online?

While the safety of online shopping has increased ten-fold in last decade, no site can guarantee 100% security. At Rogerseller, we believe that the security of our customers is paramount and we take all necessary steps to ensure your personal details are not compromised, including applying industry standard SSL security software. We recommend to all our valued customers to safeguard their passwords, ID numbers and login details and to minimise risk, change your password regularly. If you have any concerns, please contact us here, we would love to hear from you!

What is ‘My Account’?

My Account is a little piece of Rogerseller to call your own! When you have an account with us, this is where all your personal information is stored – your details and addresses, your selector, your previous orders and even your newsletter subscriptions.

To view your account (and all the juicy details inside) click the ‘My Account’ button at the top right of our site and login with your email and password.

If you would like to create an account, click the ‘My Account’ button at the top right of our site and choose ‘Create an Account’. We guarantee it will be worth your while!

How do I change details on my Rogerseller account?

To change any details in your account, including email and password, addresses, or newsletter subscriptions, click the ‘My Account’ button at the top right of our site and login with your email and password.

I am having trouble signing in to my account.

Oh no – we can’t have that! If you can’t remember your password, click the ‘Forgot your password?’ link on the ‘My Account’ login page, then follow the prompts to reset your password.

If you can’t remember your login email you will need to contact us at Head Office here.

I am having problems using/purchasing from your site. What should I do?

That’s awful news... There are number of things that may be interfering with your experience of our site. We suggest:

  • Updating your operating system to the latest version
  • Updating your browser to the latest version
  • Clearing the Cookie history from your computer

 

If you are still having problems, it may be best to send us an email. Try and include as much info as you can, like:

  • Operating system details
  • Internet browser version
  • What URL you were trying to access
  • What time the problem occurred

Does my computer need to accept cookies to shop on this site?

Similar to most, if not all e-commerce sites in existence, this site uses cookies. But don’t worry this is a good thing! It allows us to customise the shopping experience you receive on our site (for example, storing your shopping cart for a later date) by storing a tiny text file on your computer. This allows us to provide you a richer, more enjoyable shopping experience – which is what you deserve!

So, while you can use our site without enabling the use of cookies, we strongly recommend that you do.

To understand how serious we take your personal privacy, and how this site handles cookies, head to our Privacy Policy page. If you still have concerns, please don’t hesitate to contact us.

How does Rogerseller protect my privacy?

We take your privacy very seriously. To read where we stand on protecting your privacy please view our Privacy Policy. If you have any concerns at all, we would be happy to discuss these with you.  Simply send us an email here with your concern and a contact phone number and we will be in touch.

Is Rogerseller on Social Media?

Sure are! And we’d love to hear from you! Our Facebook page is the best place to get a first glimpse of the latest Rogerseller products, completed projects we’ve been involved in and anything and everything else our design obsessed team deems worthy of your attention! Come join us at – facebook.com/rogerseller.aust

Also, for all those on Pinterest, the visually stunning pinboard world - we’re there too! pinterest.com/rogerseller

Shopping & Product

Where is your product made?

Our products come from various places around the world. Primarily we source most of our product from Italy, Germany and Spain. We design our own products too (yep, we have an internal design team) and work with the best manufacturers in Australia and China. We never compromise on design or manufacturing quality.

Can I be assured of quality?

Absolutely! We have complete confidence that the products we manufacture, supply and import are of the highest quality standard. This is why we offer a 5-10 year warranty on the majority of our products (some exceptions apply), a guarantee that’s well above the industry standard.

Why are some products in store and consultation only?

Some of our ranges require more consultation than others. In some cases there are many more options to choose from and the selection can be customised to your needs.  So to ensure your selection meets your needs it is best to get a little help from the people that know our products inside and out. To contact our sales team, call 1800 267 707, or use the enquire form on the product page or Selector.

Are all items sold in the clearance section new?

They sure are. We wouldn’t like receiving a second-hand toilet and neither would you. Clearance items are usually the last remaining stock of discontinued lines – this allows us to make room for new innovative product!

What is Compare?

“I love all your products, it’s so hard to choose! It would be great to see them side by side” – we hear you say? Firstly, why thank you! Secondly, let us introduce Compare.

Compare allows you to see multiple products, in all their glory, side by side. This way, you have all the details of each product you’re considering front and centre – helping you choose the one that’s right for you.

For example, if you’re in the market for a basin mixer, you can navigate to our basin mixers that take your fancy, click compare on each of them and see their features and finer details next to each other. When you’re ready, click compare in the top-right of our site to see the list. From here, you can add to your Selector or dive in and purchase by adding to your cart.

While we recommend you create one, you don’t need a Rogerseller account to use Compare – simply start by navigating to the products you wish to choose from and clicking compare.

What is Selector?

At Rogerseller, we understand how important a decision buying your bathroom and kitchen furnishings can be... after all, you will use them daily! This is why we have created Selector.

Selector helps you plan out the perfect bathroom or kitchen by allowing you to save the products you love in one place - so you critique them, share them with friends, print them or just admire them. Once you’re ready to purchase, all you have to do is add them to your cart and follow the steps. Think of it as your own personal wishlist!

To get started, all you have to do is login to or create your Rogerseller account, navigate to a product you like and start selecting!

Ordering & Payment

Can I make an international order?

Well hi there, neighbour! At the moment, our site does not support international orders. However, if you would like to contact us directly at bda@rogerseller.com.au, we will be more than happy to arrange for international delivery.

Do I have to have an account to order online?

While we strongly urge you to create a Rogerseller account, which makes for a more customised and enriching experience, you don’t need one to place an order with us.

How do I pay for my order?

Payments are automatically deducted from your credit card or PayPal account once your order has been placed – it’s that easy! No mess, no fuss.

What methods of payment do you accept?

We accept Visa, Mastercard and PayPal.

Is this site safe to enter in my credit card details?

While the safety of online shopping has increased ten-fold in last decade, no site can guarantee 100% security. At Rogerseller, we believe that the security of our customers is paramount and we take all necessary steps to ensure your personal details are not compromised, including applying industry standard SSL security software. We recommend to all our valued customers to safeguard their passwords, ID numbers and login details and to minimise risk, change your password regularly. If you have any concerns, please contact us, we would love to hear from you!

Can I amend or cancel my order?

If your order is not an express delivery, yes it is likely that you will be able to change or cancel your order.

You will need to act quickly though, as most deliveries will leave the day after your order has been placed.  Contact your local showroom or call 1800 267 707 and ask to speak with a sales consultant; they will be happy to assist where they can.

Will you charge GST on my order?

Sure will. By Australian law all published RRP’s must include GST and GST must be on-charged.

Delivery

How much is delivery?

Delivery fees are calculated by your total order value. Head to our Delivery page to get an idea of how much you’ll expect to pay, or head to your cart and enter in your state to get a delivery quote.

What is Standard Delivery?

Standard Delivery is dispatched the same day if the order is received by 12pm EST weekdays. Delivery times range from 1-5 days depending on your location (exc. non-metro areas). Head to our Delivery page to get an idea of costs and times.

Do you deliver to my area?

If you’re in Australia – yes. All our orders are delivered by StarTrak or Toll Express to any home or site location around the country. Remember, all orders must be signed for!

How long does delivery take?

Delivery times vary, depending on your location. Road Delivery takes 1-5 days (exc. non-metro areas).

Can I select my delivery day?

No, not with online orders, sorry.

Can I specify a time on my delivery day?

It's best to discuss this with our friendly Client Services Team on 1300 781 966.

Has my order been shipped yet?

The best way to find out is by calling our Client Services Team on 1300 781 966.

Can you deliver to a different address from the billing address?

Absolutely. This is option is available when checking out.

Warranty & Returns

Do all your products come with a warranty?

Yes. The vast majority of our products come with at least a 5 year warranty. Head to our Warranty page for more info.

How do I make a warranty claim?

To make a warranty claim – contact our specialised Client Services Team.

Can I return an item?

Absolutely, but there are some conditions. It is worth noting that all returns must be within 30 days of receipt and a 15% re-stocking fee applies when an exchange isn't made. Head to our Returns page for all the details.

What can I do if something is wrong with my order?

Contact our Client Services Team straight away – as you have 30 days from receipt.

Technical & Installation

Can you help me install my products?

We aim to provide you with as much technical and installation detail as possible. However we strongly advise that you seek the services of a qualified plumber, builder and electrician where relevant.

Are there installation guides for my product?

Absolutely you can find a link on the product pages specifically or simply head to the Installation Guides page and it will take you to all our installs. Full installation instructions come in the box with every product.

I need a spare part, who do I contact?

Our Client Services Team can help you with this. Contact them here.