Returns must be initiated thru Roucha's return portal at roucha.com/returns
Merchandise purchased full price can be returned for refund or exchange within 30 days. Merchandise must arrive back to our warehouse within 30 days of order date to qualify for a refund. After 30 days, a store credit will be issued.
Sale merchandise can be returned for a refund within 30 days. This excludes sale styles also labeled "Return For Store Credit Only" or "Final Sale" on their product page and in the cart. Sale merchandise must arrive back to our warehouse within 30 days of order date to qualify for return. After 30 days, Sale purchases are final.
Sale styles marked "Return For Store Credit Only" can be returned for store credit if the return is received back to our warehouse within 30 days of order date. After 30 days, all sales are final.
Sale styles marked "Final Sale" are not eligible for return.
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 the return of merchandise that shows signs of wear or that has 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.
Free gifts and gift cards are always Final Sale.
A $10 return shipping fee is deducted from all returns.
Exchanges are free.
Q: If I have two orders to return, can I combine them into 1 box and pay 1 return shipping fee?
A: We’re unable to accommodate combined returns. Your return shipping label contains a code linking it to your original order number. For this reason, we require that each order has its own return shipment.
INFINITE EXCHANGE
There is no time limit to return unworn merchandise, purchased full price, for store credit. As long as items are in perfect, resellable condition with original tags and packaging intact, they can be returned indefinitely for store credit.
Store credits are 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.
INSTANT EXCHANGE
If you'd like your exchange order to be shipped right away, before your original order arrives back to our warehouse, we recommend selecting Instant Exchange when creating 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 back to our warehouse within 30 days of order date.
RETURNS OF EXCHANGES
Exchange orders can be returned for a refund if they arrive back to our warehouse within 30 days of the exchange order ship date.
A Large Return Fee is added to returns of 5 or more items. The Large Return Fee is $10 per unit after the first 4 units.
Returns are due back to our warehouse within 30 days of order date.
Returns are processed within 6 days of receipt. Refunds are made to the original method of payment.
If a combination of gift cards and credit cards are used, the refund will be applied to gift cards first and credit cards second.
Roucha takes pride in delivering your order 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. When the tracking status updates to Delivered, Roucha is no longer liable for goods.
Customers are responsible for providing a secure delivery address at checkout. Avoid shipping to addresses where delivered packages are vulnerable to theft. This is a growing issue. Roucha is not liable for goods after the tracking status updates to Delivered.
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 that 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 package is damaged upon arrival, we recommend that you refuse delivery and contact us right away.
If any items in your order arrive damaged, please email us at hello@roucha.com within 48 hours of receipt.
CUSTOMER-REFUSED SHIPMENTS DOMESTIC
If domestic shipments are Refused (or Returned To Sender), at the Customer’s request, Roucha will reship the order once it is received by our warehouse. This process can take up to 14 days. The return window remains 30 days from the original order date. The Customer is responsible for requesting their order be reshipped.
If the order is not requested to be reshipped, Roucha will process the package as a return and deduct a 10% restocking fee + $20 return shipping fee.
CUSTOMER-REFUSED SHIPMENTS INTERNATIONAL
Refused or returned international orders are not eligible for return or refund. The combined cost of return shipping, importation and deportation processing, duties, fees, taxes, and carrier penalties are always greater than the order value.
LOST RETURNS
Roucha insures every return shipment against theft and accidental damage while in transit. If return tracking was not activated, a proof of shipment is required. Without a valid drop-off receipt, your return shipment is not insured.
Orders placed Monday - Friday before 12pm EST, are schedule to ship the same day they are placed.
Orders placed Monday - Thursday after 12pm EST, are scheduled to ship the following business day.
Orders placed over the weekend are scheduled to ship the following Monday.
All orders ship from our New Jersey warehouse.
Orders shipping to New York and New Jersey arrive next day most of the time. For our NY and NJ clients, there is no upside to upgrading to Express Shipping.
International orders require an extra 48 hours to fill.
We're unable to change or cancel orders once they are placed.
Customers are encouraged to triple check shipping details and order contents before submitting orders.
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 an 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
United States
+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 same style, color and size must be on sale. This means that the exact item must be available when sale starts.
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?
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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 hours.
We recommend using chat for automated answers regarding order and return status.
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