For buyers · Order help
your order, handled with care.
Something to sort out, or just want to know where your piece is? This is the place. Track an order, read what to expect on shipping, and see how our returns work. If you would rather talk to a person, we answer every email.
Where your order is, and how to reach us.
Every order is confirmed by email the moment it is placed, and again with tracking the moment it ships. Those two messages are the fastest way to follow a piece from our studio to your door. If anything looks off, or a message has not arrived, write to us and we will pick it up from there.
How do I check my order status?
Two emails carry everything you need: your order confirmation when you check out, and your shipping confirmation, with a tracking link, when the piece leaves us. Open the tracking link for live progress. If you made your purchase while signed in, your account order history holds the same details.
I never received a confirmation email. What now?
Check your spam and promotions folders first, as our confirmations sometimes land there. If there is still nothing, email support@theroster.store with the name and address you used and we will locate the order and resend it.
When will my order ship?
Most orders leave our studio within a few business days. Because each piece is one of a kind and prepared individually, we would rather take the time to pack it properly than rush it out. Your shipping email lands the moment it is on its way.
Where do you ship?
Worldwide, fully tracked. Wherever you are, we can get a piece to you.
Who pays customs duties and import taxes?
On international orders, any customs duties and import taxes are the buyer's responsibility. They are set by your local authority and usually collected on delivery, separate from what you paid us at checkout. The amount varies by country, so we cannot quote it in advance.
My tracking has not moved. Is something wrong?
Tracking can sit quiet for a day or two, particularly in transit or in customs, before it updates. If it has not moved in several business days, email us with your order number and we will chase the carrier on your behalf.
How discreet is the packaging?
Plain and unbranded, with no sender identity on the outside. Nothing about the parcel says what is inside or where it came from.
What will the charge on my statement look like?
A neutral descriptor. Anyone glancing at your statement learns nothing about what you bought. What you own is your business.
Will the seller see my name or address?
Never. The Roster is the merchant of record: you buy from us, we ship to you, and the seller and the buyer never see each other's details. Discretion runs both ways.
Can I return an item?
Because every piece is one of a kind and genuinely worn, all sales are final. There is a single exception, below, and we honor it without fuss.
What if my item arrives not as described?
Tell us within three days of delivery, with photos, at support@theroster.store. If a piece arrives materially not as described, we will make it right with a refund or store credit, at our discretion.
How long do refunds take?
Once we have agreed a resolution, refunds are issued to your original payment method and typically appear within a few business days, depending on your bank. Store credit is available immediately.
Sold as seen, with one exception.
Every piece is unique and genuinely worn, so all sales are final. The one exception is an item that arrives materially not as described.
Report it within three days of delivery, with photos, and we will resolve it with a refund or store credit, at our discretion.
Reach us any time at support@theroster.store. The full terms live in our Shipping policy and Refund policy, and they always govern.
Still need a hand?
talk to a person.
Our team answers every message. Reach out with your order number and we will sort it, wherever you are.
