Refund policy

GENERAL TERMS

All items available on our website are made to order and therefore non-refundable.
Once your order has been confirmed and payment has been received, each piece is carefully handcrafted and considered a final sale.

EXCHANGES

From the date of delivery, you may request a one-time exchange for a different size or style within 7 days.
To initiate an exchange, please email us at info@roccie.co with your order number, full name, and request details.
Once approved, you will be provided with our DHL customer code and head office return address.
If you choose to use an alternative courier, all associated costs will be at your own expense.
Please note that the package remains your responsibility until it reaches us.
Upon approval of the returned item, your replacement piece will be shipped to you free of charge.
Items that do not meet the exchange requirements will be returned to you at your expense.

EXCHANGE CONDITIONS

The following items are not eligible for exchange:

  • Items that have been worn, used, or are missing their original tags.

  • Items damaged due to misuse (tears, deformations, peeling, etc.).

  • Items with heavy perfume or deodorant residue.

ORDER MODIFICATION & CANCELLATIONS

You may request an order modification or cancellation within 24 hours of purchase by emailing info@roccie.co.
Cancellations cannot be accepted once the order has been shipped.
As all pieces are made to order, delivery times may vary.
Once production is complete, your tracking details will be sent to you via email.

SHIPPING & DELIVERY

Delivery times may vary depending on the order and destination country.
International orders may be subject to customs inspections.
Customs duties, VAT, and import fees are the responsibility of the customer.
Roccie Co. is not responsible for delays once the parcel has been dispatched.
In cases of lost, stolen, or misdelivered items, an investigation will be initiated with the courier.
Following the investigation, the item will either be replaced or refunded if unavailable.

FAULTY or DAMAGED ITEMS

Please inspect your parcel upon delivery. If there is visible damage, request a report from the courier immediately.
Any faults must be reported to info@roccie.co within 24 hours of delivery.
Faulty items must be returned in their original condition and with tags attached.
After inspection, you will be informed whether the item qualifies for an exchange or refund.

REFUNDS

Approved refunds will be processed within 7 business days of the item being received by us.
Refunds will appear on your statement depending on your bank’s processing times.
Customs duties, VAT, and import fees are non-refundable.
Items that do not meet the return conditions will be sent back to the customer at their own expense.
Refunds cannot be issued without the original invoice.