shipping & delivery

We are proud to inform you, that your roksanda.com purchase will be shipped via a carbon neutral parcel service. In a conscious effort towards building a more sustainable future for fashion.

We currently offer shipping within the United Kingdom, European Union, Norway, Liechenstein, Switzerland, the US and Australia. Shipping rates will be automatically calculated at checkout, dependent on the shipping country specified. We hope to be able to offer Worldwide shipping in the near future.


Shipping times are estimated as follows, based on orders received by 1pm. For any orders placed after 1pm, orders may be dispatched the following day (Monday – Friday):

Shipping To: Service: Delivery Estimate:
United Kingdom UPS Standard Next Working Day by EOD
UPS Express Next Working Day by 2pm
European Countries UPS Standard 2 - 3 Working Days
UPS Express Saver Next Working Day by EOD
UPS Express 2pm Next Working Day by 2pm
United States UPS Standard 2 - 4 Working Days
UPS Express 1 - 2 Working Days
Australia UPS Express Saver 3 - 5 Working Days
Please note that due to the current COVID-19 situation, delivery times may be affected and you may experience a delay in receiving your goods. This is outside of our control, however we're working with our delivery parter UPS to ensure you still receive the highest level of customer service.

 

Please note, a small number of our orders are fulfilled from our London Store. Due to Covid-19, our store operating hours have been reduced to Tuesday - Friday, 11am - 6pm. As a result, any orders placed from Friday 1pm through to Monday End of Day, will be shipped on Tuesday. We apologise for any inconvenience this may cause, and look forward to returning to full operation in the near future.


Once shipped, you will receive an email confirming dispatch of your order. This email will contain a tracking number, which can be used on www.ups.com/track to identify the location and delivery time of your parcel.



SHIPPING INSURANCE 

Every purchase will be insured from the time it is dispatched from our distribution centre to the moment it is delivered to you, or the person nominated to take delivery on your behalf.

All orders will require a signature on receipt, which will be used to signify a successful delivery and fulfilment. Once your item is delivered and signed for, the responsibility of these goods is passed to the customer.

Where a delivery address has been provided for a shared building (e.g. an office), Roksanda.com is not liable for any lost or missing order signed for within these grounds.



DELIVERY ADDRESS

When placing your order, please ensure all the details concerning the billing and shipping details are correct, as we are unable to redirect packages once the courier has processed an order.

Please note we cannot ship to PO boxes or forwarding addresses.



LANDED COSTS, TAXES AND DUTIES

Customs Duty is dependent upon the commodity code assigned to an item. A commodity code is dependent on the type of item and its composition. Customs Duty is charged as a percentage of the total value of the goods.

VAT/GST is a government sales tax, which differs from country to country. It is charged on the supply of goods and will be calculated as a percentage of your total order value, including shipping and insurance costs as stated on your invoice.

All orders dispatched to addresses within the UK (excluding the Channel Islands) will be charged inclusive of UK VAT

If you are ordering for delivery within the EU, customs and duty payments are not applicable. If you are ordering for delivery to the United States of America, or any other region incurring customs and duty charges, you will be required to clear the associated charges prior to delivery. UPS will contact you to request this.

Roksanda.com is not responsible for any customs or duty charges, or for any delays caused during the clearance process.



COLLECT IN STORE

Roksanda.com offers you the opportunity to pick up your online order for free at our London store. Please simply select this option at checkout.



Please note collection address is:

ROKSANDA
9 Mount Street
London
W1K 3NG

+44 (0)207 6136499



Opening Hours 10am – 6:30pm Monday to Saturday. Please note, for the safety of our staff and customers during Covid-19, these opening hours have temporarily been reduced to Tuesday - Friday, 11am - 6pm.  Please contact the store on the telephone number above to arrange your slot to collect.

In order to pick up your order, you will need to bring with you:

Valid ID
Shipping confirmation email (printed or on a mobile device)

    To collect an order on your behalf, this person must bring:
    Copy of your valid ID
    Valid ID of the person collecting
    Shipping confirmation email (printed or on a mobile device)
    Letter of authorisation must be sent by you prior to the designated collector arriving in store. Please contact +44 (0)207 6136499 for the required contact details

        If the item is not picked up within 10 days the order will be returned and we will issue a refund.



        FREE SHIPPING

        From time to time, Roksanda.com will run free shipping promotions. To be notified of these and other promotions sign up to our email newsletter. Free shipping promotions will be applied to your order on the payment page once the valid promotional code is entered.



        IMPORTANT INFORMATION

        We shall endeavour to deliver the product to you within 30 days (from the day after you have placed your order) unless you have agreed to a later delivery date with our Customer Service team. If we are unable to deliver the product within that time, we will email to let you know and to give you an estimated delivery date. In these circumstances you have the right to cancel the order and receive a full refund. Orders that are delayed in customs or awaiting payment of duty charges may require extra time to be received. This time is not factored into the time frame that Roksanda.com gives for delivery estimations, nor are we accountable for this time for delivery. All new orders are deemed separate and each is treated individually.

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