returns & exchanges
We hope that you love your roksanda.com purchase, but if you’re not perfectly satisfied with your items, we offer up to 14 days for you to arrange a return. We charge a £10 processing fee on returns.
Below you’ll find the information required to process a return.
All items should be returned new, unused, in the original packaging, with all ROKSANDA tags still attached. Any items that are returned to us in a damaged, soiled or otherwise altered and less than perfect condition may not be accepted and may be sent back to the customer.
– Clothing –
Please take care whilst trying on garments. Clothing must be returned in a new, unused and undamaged condition, with the returns tag still attached.
Items are classified as faulty if they are received damaged or if a manufacturing fault occurs within a reasonable timeframe after purchase, without visible excessive use or mishandling.
Damage due to wear and tear or as a result of invalid cleaning methods not depicted on the care label, are not considered faulty.
Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability.
Every effort has been made to ensure the colours of each product are displayed as accurately as possible. However, as computer models and screens may vary, we cannot guarantee that your monitor’s display of colour is completely accurate.
All successfully returned items will be credited to the payment method used when placing the order, less any shipping costs, international taxes or import duties incurred. For payments made by PayPal, refunds will be credited to your PayPal account and will be visible immediately. Reimbursement time to the credit card associated with your PayPal account depends on the company that issued the card. It is advised that all items returned are sent using our returns service. If you choose to return an item to us via any other provider or a different account, the costs incurred will not be reimbursed.
As the responsibility for local VAT/GST (outside of the EU) lie with the customer, Roksanda.com are unable to refund any charges incurred upon delivery of the order. However, you may be able to recover these by contacting your local customs bureau directly.
Please note, items should not be returned to us without prior notice. All return requests should be submitted through your Roksanda.com account. Items returned to us without prior notification may not be refunded.
FAULTY OR DAMAGED ITEMS: Shipping costs will be refunded for items that are delivered in a damaged or in a faulty condition and for orders cancelled before dispatch under the Distance Selling Regulations (DSR’s).
Items must be returned to us at our warehouse address within 14 days of delivery. Returns received after this time will not be accepted. Exceptions may apply at the discretion of Roksanda.com.
HOW TO RETURN AN ITEM
To arrange, please simply contact our customer services team here referencing your order number, a list of the items you’re sending, collection address and ready date.
We’ll arrange our designated courier to collect the product from you. We’ll do our best to arrange this at a convenient time for you, so please do outline this in your request.
You can find additional information in our Returns Policy.
MOUNT STREET STORE RETURN POLICY
9 Mount Street
+44(0) 207 613 6499
Please refer to clause 8 within our terms and conditions to cancel your order in accordance with the Consumer Rights Act 2015.