Full price and sale merchandise can be returned for 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 and in perfect, resellable condition. All original tags and packaging must be intact.
We reserve the right to reject items for return that show signs of wear, or have been used or altered from the original condition in any way.
Be mindful of deodorant and makeup that may transfer onto garments when trying on. Be aware 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.
Styles clearly marked Return for Store Credit on the product page and in the cart, can only be returned for store credit within 30 days.
Free gifts and gift cards are final sale.
A $10 return shipping fee is deducted from all returns. This fee covers part of the cost of return shipping. Exchanges are free.
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.
A Large Return Fee is added to returns of 5 or more items in the same order. The Large Return Fee is $10 per unit after the first 4 units.
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.
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 number, 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.
If any styles are received in imperfect condition, please email us at hello@roucha.com so that we can seamlessly correct the situation.
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.
Orders ship from New Jersey. Orders shipping to New York and New Jersey arrive next day most of the time. For our NY and NJ based clients, there is no upside to upgrading to Express Shipping.
Orders of 4 or more items require extra time to fill. International orders require an extra 48 hours to fill.
Orders cannot be changed or canceled once they are placed.
Customers are encouraged to triple check shipping details and order contents before submitting orders. Roucha is unable to change orders once they are placed.
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.
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
Roucha offers Sale Price Adjustments on styles purchased full price within 7 days of sale launch. The difference between the purchase price and the sale price will be issued as a gift card.
To qualify, the exact style, color and size must be available for purchase when the inquiry is submitted.
Email hello@roucha.com with the order number and style name.
HOW ROUCHA POINTS WORK
Receive one point for every dollar spent. Free gifts are awarded every 400 points accrued, which is equal to every 400 dollars spent. Recipients choose free gifts from a selection of our favorite things. You can preview free gifts by clicking the link THIS SELECTION for each tier. Points are issued after the return window expires, which is 30 days from order date plus the 10 days we require to process returns. We call this 40 day window the vesting period. Points are logged in your user account directly after an order is placed. They vest for 40 days and are issued automatically when the 40 day vesting period expires. Once points are issued, they are immediately available to redeem for free gifts.
HELP I DON'T SEE MY POINTS
Points are issued 40 days after order date. Even if you return part of your order within the first 10 days of the vesting period, we've designed the system to automatically issue points when the 40 day window expires in case more items from an order are returned. Points are issued based on the portion of an order that is kept. Points are not issued for the portion of an order that is returned. If all the contents of an order are returned, no points are issued. If an order is returned outside of the 30 day return window, you are eligible for exchange or store credit only. In this case, you will still receive points for the original order since a refund to the original form of payment was not issued.
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.
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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