RETURN POLICY

Full price and sale merchandise can be returned, for a Refund or Exchange, within 30 days. Goods must arrive back to our warehouse within 30 days of order date to qualify for a refund.

Unworn merchandise purchased Full Price can be returned for Exchange or Store Credit at any time. There is no time limit. More details on Infinite Exchanges below.

Styles for return must always be unworn, in perfect resellable condition, with all original tags and packaging.

We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition in any way or, as an alternative, may reduce the amount of any applicable refund or exchange accordingly.

Returns will not be processed for items returned damaged.  Be mindful of deodorant stains and makeup that may rub off. Beware of jewelry that may catch or tear fabric. Beware of excessive fibers picked up from animals and rugs.These are the most common issues that lead to returns being rejected.

At the discretion of Roucha, any Product returned outside of the deadline for returns may not be accepted or accepted for store credit.

Please make sure that your return shipment carrier scans your package in front of you to register your return pickup, or that you obtain a receipt if dropping the package off.

Without a valid dropoff receipt, your return shipment is not valid.

If domestic shipments are Refused or Returned To Sender, at the Customer’s request, Roucha will cover the cost of resending the order once it arrives back to our warehouse.  This process can take up to 14 days. The Customer is responsible for requesting their order be resent. Please note, the return window is still 30 days from the original order date, not the reship date.

In the case a package is Refused or Returned to Sender, and is not requested to be resent, Roucha will process the package like a return and deduct a 10% restocking fee + $20 return shipping fee.

Any refused or returned international orders are not eligible for refund.

Free gifts and gift cards are final sale.

SHIPPING POLICY

Roucha (pronounced roo-sha) takes pride in delivering your items to you in pristine condition. As much as we would love to, we cannot hand deliver every order to every customer, so we leave the delivery in the hands of our trusted delivery partners. 

Roucha insures every package against theft and accidental damage while in transit, until it is delivered to your specified address. Once the package is delivered, we are no longer responsible for your purchase.

Customers become the owner of ordered goods when the package status is Delivered. Roucha is not responsible for packages after Delivery.

Customers are responsible for providing a secure delivery address at checkout.  We strongly recommend avoiding shipping to addresses that leave packages vulnerable to theft after delivery. This is a growing issue so customers, please be aware.

In the case that your order status is Delivered but your package did not arrive, email hello@roucha.com. Do Not file your own claim via UPS as only one claim can be filed per tracking #, and we have a team experienced in claim filing and will complete the paperwork for you. In the case that Customers file their own claim via UPS.com, the Customer assumes liability for the claim process, and any reimbursement payout will be mailed directly from UPS to them.

If your box is damaged upon arrival, we recommend that you refuse the delivery and contact us right away. If your order is damaged upon receipt, please also contact us right away so we are able to assist you as best as possible at hello@roucha.com

SHIP WINDOWS

Orders placed Monday thru Friday, before 12pm EST, ship the same day most of the time. Orders placed Monday thru Thursday, after 12pm EST, ship the following business day most of the time. Orders placed over the weekend (between Friday 12pm and Monday 12pm), will ship by Tuesday most of the time.

Order of 4 or more items require extra time to fill. International orders require an extra 48 hours to fill.

All orders ship from New Jersey. Orders shipping to New York and New Jersey, using our Standard and Free Shipping methods, arrive next day most of the time. For our NY and NJ based clients, there is no upside to upgrading to Express Shipping.

EXCHANGES

INFINITE EXCHANGE

Unworn merchandise purchased full price, can be returned indefinitely for exchange or store credit.

Styles for return must always be unworn, with all original tags and packaging, and in resellable condition.

Store credit will be issued as a gift card valued at the current retail price.

Infinite Exchanges can be made thru our return portal within one year of order date.  After one year, email hello@roucha.com for assistance.

Styles purchased on sale do not qualify for Infinite Exchange and can be returned for refund or exchange within 30 days of order date.


INSTANT EXCHANGE

If you'd like your new exchange order to be shipped right away, before we receive the original order back to our warehouse, use our Instant Exchange feature when making your return.

You'll be prompted to enter your credit card details to secure the new order; however, your card will only be charged if your original order is not received by our warehouse in 14 days.

HOW TO RETURN

Returns are submitted at roucha.com/returns

Roucha provides return shipping labels, but we do not cover return shipping costs.  The cost of return shipping is deducted from your refund.

Return shipping is free for Exchanges within 30 days of order date.

Items for return must arrive to Roucha's warehouse within 30 days of order date.  Please allow adequate transit time. 

RECEIVING A REFUND

All returns are due back to our warehouse within 30 days of order date.

Returns are processed within 10 days of receipt and issued to the original form of payment.

In the case that a combination of a gift card and credit card are used, the refund will be applied to the gift card first and credit card second.

INTERNATIONAL RETURNS

Submit International returns at roucha.com/returns

This will create a RMA# (Return Merchandise Authorization). Email your RMA# and return tracking to hello@roucha.com.

International clients are responsible for their own return shipping. Allow adequate transit time. We recommend using a trackable and insured service.

When completing customs forms, designate goods as "Merchandise Return" to avoid customs fees being levied again on import.


RETURN SHIPPING ADDRESS

ROUCHA Returns
c/o Bergen Logistics
299 Thomas E Dunn Memorial Highway
Rutherford, NJ  07070
+1 (917) 830-6346

ORDER CHANGES

Orders cannot be changed or cancelled once they are placed.

SALE PRICE ADJUSTMENTS

Roucha (pronounced roo-sha) offers Sale Price Adjustments on styles purchased full price within 7 days of sale launch.

The exact style (including color and size) must be available for purchase when the request is made.

Sale Price Adjustments are issued as a gift card.

Email hello@roucha.com with the order number and qualifying style name.

LARGE RETURNS

Returns of 5 or more items will be charged a $20 restocking fee.

INTERNATIONAL

Prices are quoted in USD and do not include customs duties, taxes and fees. International customers are responsible for all import fees levied by their local agencies. 

Note: Export/Import fees can be as high as 50% of the retail price for customers outside of the US.

As a service to customers, Roucha values all styles at $30 on the customs paperwork.

Any refused or returned international orders are not eligible for refund.

OUR COMPANY

HOW DO YOU PRONOUNCE ROUCHA?
/roo-sha/

 

WHAT’S YOUR MISSION?
Roucha's mission is to create artful, comfortable, cool clothing for women of all shapes and sizes.

 

ARE YOUR GOODS ETHICALLY SOURCED AND MADE?
We do everything we can think of to ensure our goods are ethically made. Along with requiring the proper certifications (ISO9001, ISO14001, SA8000), we visit our small handful of factories annually and have developed deep personal relationships over time.

CUSTOMER SERVICE

Our Customer Service Hours are Sunday thru Thursday 9am to 5pm EST.  Our current response time is about 8.5 hours. We recommend using our chat widget for automated answers regarding order and return status.

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