WELCOME TO ROUCHA'S RETURN PORTAL. RETURNS MADE EASY.
1. Select the items for return
2. Select the reason for return
3. Select how you'd like to be reimbursed:
Refund to original payment method — Roucha provides label and deducts $10 for returns shipping
Exchange — Roucha provides label and covers the cost of return shipping AND shipping of new order
Store Credit — Roucha provides label and covers the cost of return shipping AND shipping of new order
Roucha's return window is 20 days from order ship date. Taking into account transit times both ways, you generally have between 8 and 12 days with the clothing to make a decision. If you need more time, please let us know.
Refunds are made to the original form of payment. If you're interested in making an exchange instead of a refund, Roucha covers the cost of shipping the new items. We also cover the return shipping cost of full price items. Details on how to exchange items are below.
Roucha accepts returns on some Sale items, but not all. Items marked 'Final Sale' are not eligible for return for store credit or refund. Final Sale items are clearly marked in the front of the Style Name and on the product page. Example: Final Sale Black Curved Leg Pant.
Merchandise must be returned in their original condition to qualify for a return. If an item has been worn, damaged, or is no longer sellable, a refund will not be issued. Clients will be given the option of paying (shipping + 15% restocking fee) to have damaged item(s) shipped back to them. The most common causes of damaged goods are makeup stains, animal hair and heavy fragrance left on garments.
MAKING A RETURN (DOMESTIC)
If you live within the United States and need to make a return, please reply to your order confirmation email and let us know which items you'd like to return or exchange. Our client service team will email you a USPS return shipping label. Please print and use this label to return goods. You are also welcome to provide your own method of return shipping (address below).
Roucha provides return shipping labels for all domestic orders; however, does not cover the return shipping cost for all returns. We cover the return shipping costs for returns that include a full-price exchange.
If you return an item for a refund or are exchanging a sale item, the cost of return shipping will be deduced from your refund. For returns of under 5 items, this is always $10.
If you're able, please include your original pack list with the items marked for return or exchange. It is not a requirement and won't delay your return if not included. Roucha does not assign RMA numbers.
Using your own return shipping method? If so, the return shipping cost will not be deducted from your order. Please send your return here:
153 Industrial Loop
Fredericksburg Texas 78624
MAKING AN EXCHANGE (DOMESTIC)
If you'd like make an exchange, please reply to your order confirmation email and let us know which item(s) you'd like to send back, and which item(s) you'd like to receive for exchange. The clearest way to accomplish this is two lists ("SENDING BACK" and "PLEASE SEND") and cut-pasting the exact style name and size so there is no confusion. Sending links to products on Roucha.com works too.
Roucha covers both the cost to ship the new item(s) AND the cost to send back the item(s) for exchange on full price purchases.
On sale purchases, Roucha covers the cost of shipping new item(s); however, we do not also cover return shipping.
If the styles you've required for exchange costs more than what you are sending back, you'll receive an invoice via email with a clearly marked button to make payment on Roucha.com. It's a fast and secure. You'll have the option of logging in and using stored shipping addresses and payment methods. When your balance is paid, the order is Processed and enters our outbound order queue.
We are unable to hold items for exchange.
In the case that the items you've requested are not available for exchange, we'll let you promptly. We'll also send a few alternate suggestion.
MAKING A RETURN OR EXCHANGE (INTERNATIONAL)
International clients are responsible for return shipping charges. We recommend using a trackable and insured service. Roucha return address:
153 Industrial Loop
Fredericksburg Texas 78624
If you'd like to make an international exchange, please email us or include a note with your return including the item(s) you are sending back and the item(s) you would you like us to send. Roucha will cover half the cost of shipping your international exchange. You will receive an invoice via email to make payment for the other half of shipping the exchange. As soon as the invoice is paid, the exchange is Processed and enters our outbound order queue.
When completing customs forms for international returns, designate goods as Merchandise Return so that customs fees and duties are not levied again on import.
EXTRA-LARGE RETURN PROCESSING
For returns including 6 or more items, the actual price of return shipping will be deducted from your order or exchange (vs. $10). A $2 restocking fee will also be deducted for each item after the fifth. Example— If 10 items are returned, a $2 restocking fee will be assessed on items 6 thru 10 (5 items), or an additional $10 deduction to the return amount.
The restocking fee is not charged if items are exchanged vs. returned.
We try to encourage smart and responsible spending. Not sure what size to get or what styles to start with? Email us at firstname.lastname@example.org. You'll always hear from an expert. Most of the time, you'll hear directly from our Founder and the creator of Roucha's sizing system.
We generally don't continue shopping relationships with clients who place large orders (12+ items) and return everything or all but a few items. This is a trend we've seen emerge in the past few years. Please do your research up front. We're a small team that cares and is here to help. We provide personal responses on size and fit in an effort to help lower our collective carbon footprint.
ORDER CHANGES AND CANCELLATIONS
We are unable to cancel, change or combine orders after they are placed.