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.

 

Below you’ll find the information required to process a return.

 

 

POLICY DETAILS

 

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.

 

To arrange your return, please fill out the returns form provided with your delivery, and contact our customer service team here to arrange collection with UPS.

 

Unidentified returns may be returned to the sender.

 

 

ITEM SPECIFICS

 

– 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. 

– Shoes –
Shoes must be returned with all packaging including dust bag and box. While trying on your shoes or deciding whether to keep them, please ensure the soles are protected by standing on a carpeted surface.

– Accessories –
Please handle all accessories with care and ensure that the returns tag remains attached if you decide not to keep your items.

– Jewellery –
Please note that pierced earrings are non-returnable for reasons of hygiene and safety.

 

 

FAULTY ITEMS

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.



COLOURS

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.



REFUNDS

All successfully returned items will be credited to the card 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 free returns service via UPS. If you choose to return an item to us via any other provider or a different UPS account, the costs incurred will not be reimbursed.

As the responsibility for international customs duties and 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).



LATE RETURNS

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.



EXCHANGES

At this time Roksanda.com is only able to accept exchanges in our Flagship store.


ROKSANDA
9 Mount Street
London
W1K 3NG

+44(0) 207 613 6499



In order to exchange your order, you will need to bring with you:

The physical item/s to exchange
Order confirmation email or receipt (printed or on a mobile device)
Bank card used to make the purchase
Proof of ID


    CANCELLATIONS

    Please refer to clause 8 within our terms and conditions to cancel your order in accordance with the Consumer Rights Act 2015.

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