We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@roqsoir.com. Please note that returns will need to be sent within 5 business days after receiving the return request acceptance.

For the UK and Ukraine clients, we provide the UK and Ukraine return address.

If your return is accepted, we’ll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We strongly recommend that you use a trackable courier service to return your items to us, as we will be unable to offer refunds on items that do not reach us. For all returns, outer packaging must be marked 'returned goods' to allow us to process your refund promptly.

Please note that if your country of residence is not the United Kingdom or Ukraine, shipping your goods may take longer than expected.

You can always contact us for any return questions at ROQSOIR@GMAIL.COM.

 

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, or damaged, or if you received the wrong item, so that we may evaluate the issue and make it right.

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

We are also unable to accept returns or exchanges on made-to-measure items and items produced upon individual requests.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. We will refund the full order amount minus the shipping costs.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at ROQSOIR@GMAIL.COM.

 

Import Taxes and Duties

We ship DDU (Delivery Duty Unpaid) to countries outside the UK and Ukraine.

Please note the prices do not include international taxes and customs fees, the delivery to the territories outside the UK and Ukraine might be subject to additional costs depending on the destination country’s legislation. For more information, please consult your local customs office.

Please note in case of refusal to accept the parcel or pay Import Fees at customs, or if the customer fails to receive the parcel for any other reason the order will be returned to the warehouse and cancelled. The actual cost of two-way delivery will be deducted from the customer’s refund.

Resending the order on request will be charged according to the rates listed above.