HOW LONG DO I HAVE TO MAKE A RETURN?
You have 30 days to return full price merchandise for a refund. Returned goods must be in re-sellable condition and arrive back to Roucha's warehouse within 30 days of order date. Allow adequate transit time.
We offer Infinite Exchanges. Which means there’s no time limit on exchanges. You can return unworn items any time for an exchange or store credit.
Exchanges are also free. We cover your return shipping cost and the cost of shipping the new items.
HOW DO I MAKE A RETURN?
Here's a link to our Return Portal: https://roucha.com/a/returns
Customers are required to use our Return Portal for all returns. The Return Portal is easy to use. You’ll be prompted to select the item(s) for return or exchange from your order. A return shipping label is created and also emailed to you.
DO YOU PROVIDE RETURN SHIPPING LABELS?
Yes. We provide return shipping labels. However, we only cover the cost of return shipping if you request an Exchange or Store Credit.
If you request a Refund, the return shipping cost will be deducted from the refund amount to cover a portion of the return shipping cost.
DO I HAVE TO USE YOUR RETURN PORTAL?
Yes. Both domestic and international returns must be submitted thru our Return Portal.
If you are based in the US, the return portal will create a return shipping label for you to use. You are not required to use the return shipping label provided. However, we highly recommend.
When you use our portal, we can track your return and are liable for lost or damaged return shipments. Should you provide return shipping, Roucha is not liable for lost or damaged packages.
If you are not based in the US, the return portal will transmit your return request to us; however will not create a return shipping label.
If you provide your own shipping method, include a copy of your pack list with your return so that we have your details and know how to get in touch.
WILL MY RETURN BE REFUNDED TO MY GIFT CARD OR CREDIT CARD
Refunds are issued back to the original form of payment. Gift cards are refunded first and any remaining balance is issued to the credit card.
DO I NEED AN RMA?
Yes. A Return Merchandise Authorization (RMA) is created when you submit your return thru our return portal. Do not send back items without creating an RMA.
I ALREADY CREATED A RETURN FOR TWO ITEMS BUT WOULD LIKE TO ADD ONE MORE ITEM TO THE SAME BOX. IS THAT OK?
Please include the additional item(s) inside the box. As long as the item(s) are from the same order, it’s an easy fix.
CAN I COMBINE MY RETURNS FOR 2 DIFFERENT ORDERS INTO 1 BOX AND ONLY PAY RETURN SHIPPING 1 TIME?
Yes you can. Please use our return portal two times, once for each order. You will be issued two return shipping labels. It is ok to combine both returns into one box and only use one of the return labels. You will not be charged for the label that was not used.
It’s important that both returns are initiated in our return portal. We’ve had issues identifying returns in the past when multiple orders were combined, pack slips weren’t included and the portal wasn’t used.
I CREATED A RETURN LABEL YESTERDAY USING THE PORTAL. I NEED TO ADD AN ITEM. IT WON’T LET ME. WHAT DO I DO?
Our return portal will only allow you to create one return label per order. So if you’ve already created a return label for your order, our system won’t let you make a second return using the same order number.
However, we can correct this manually. Please include any additional items in the same return box. As long as all items in a return package are from the same order, it’s no problem to add extra items.
I PROVIDED MY OWN RETURN SHIPPING. DO I STILL HAVE TO PAY FOR RETURN SHIPPING?
You are only charged for return shipping if you use the shipping label we provide. If you use your own shipping method, return shipping will not be deducted from your return.
If you created a label thru our return portal but used your own return shipping method, you won’t be charged. You are only charged if the label we provided is activated.
CAN I RETURN FINAL SALE ITEMS?
Items that have Final Sale in the Style Name (example FINAL SALE_Pal Pant) are Final Sale and cannot be returned for refund, exchange or store credit.
CAN I RETURN SALE STYLES IF THEY ARE NOT FINAL SALE?
Items purchased on Sale, that are NOT clearly marked Final Sale, can be returned for a refund or store credit.
Items purchased using a promotional code follow the same return window and guidelines as full price merchandise unless clearly noted in both the style name and product page.
I FORGOT TO SEND BACK MY RETURN. IS THE RETURN LABEL YOU PROVIDED STILL ACTIVE? IT’S BEEN 3 WEEKS.
Return labels are active for 3 weeks. If we issued you a return label more than 3 weeks ago, please email us at hello@roucha.com. We’ll email you a fresh label. You won’t be charged for the unused label.
I ALREADY TOOK THE TAGS OFF THEN CHANGED MY MIND. CAN I STILL RETURN?
Styles must be returned in re-sellable condition. This means the original hang tags and packaging must be included.
