Return Policy
We offer a 14-day return policy. You have 14 days from the date of receiving your item to request a return.
Eligibility for Refunds
To qualify for a refund, the item must be returned in the same condition you received it—unworn, unused, with all tags attached, and in its original packaging. A receipt or proof of purchase is also required.
How to Request a Return
To initiate a return, please contact us at info@roqsoir.com. Once your return request is approved, you must send the item back within 5 business days. We will provide you with return instructions and the return address. Please note, returns sent without prior approval will not be accepted.
We strongly recommend using a tracked courier service for return shipments, as we do not offer refunds for items that do not reach us. The outer (shipment) packaging must be marked “Returned Goods.” Return shipping costs are the customer’s responsibility.
For any questions regarding returns, feel free to contact us at info@roqsoir.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. We will assess the situation and take the necessary steps to resolve the issue.
Certain items cannot be returned, including custom products (such as special orders, made-to-measure items, and items made upon individual requests) and personal care goods (such as beauty products). If you have any questions about your specific item, please contact us.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The quickest way to get what you want is to return the item you have. Once your return is accepted, you can make a separate purchase for the new item.
Refunds
Once we receive and inspect your return, we will notify you of the refund approval. If approved, the full order amount minus initial shipping costs will be refunded to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at info@roqsoir.com.
Import Taxes and Duties
For orders outside the UK, we ship on a DDU (Delivery Duty Unpaid) basis. Prices do not include international taxes and customs fees, and additional costs may apply depending on the destination country’s regulations. Please consult your local customs office for more information.
If a parcel is refused or if the customer fails to pay import fees or receive the parcel for any reason, the order will be returned to our warehouse and cancelled. The actual two-way shipping costs will be deducted from your refund.