FAQ

WHAT IS THE RETURN POLICY?

We accept exchanges and refunds on all our FULL PRICED PRODUCT if you notify us within 20 days of receiving your purchase. 

We only ask that the following requirements are met:

The item/s must be in original condition, with all stuffing remaining in place, including authenticity card, tissue paper and shoe bag – all packaging is considered apart of the product and must be included when returning your order.

Item/s must not have been worn, washed or altered in any way.

All shoes must be tried on a carpeted surface until you are certain you are keeping them. 

Unfortunately, we can not accept any returns that do not meet these requirements. Rochessa offers a full refund or an exchange on items.

Orders placed during promotions are only eligible for exchange of size for the same style purchased or refund if you notify us within 20 days of receiving your purchase.

Outside 20 days we will only refund your monies in the event that the goods purchased are faulty, provided the fault is not due to wear and tear, and is a manufacturing fault. This will be determined on the return of the item and after assessment.

 

HOW TO RETURN YOUR PURCHASE?

If you would like to return your purchase please email us at returns@rochessa.com. You will be sent a Returns Form and instructions on returning the product. After notifying us, you then have 20 days to return your product in its original condition. Rochessa will only accept items that have not been worn and are in their original shoe box. Please note that the shoe box, stuffing, authenticity card and shoe bag is considered apart of the product and must be included when returning your order.

Any returns that do not meet our Policy will not be accepted and will be returned to you at your own expense.

When returning your product, please include your completed Return Form. If you do not include this paperwork, your processing time could be delayed.

 

ARE RETURNS FREE?

The shipping cost incurred for returning item/s to Rochessa for an exchange or refund are not covered or reimbursed by us.

Refunds will be issued excluding the original shipping cost.

Rochessa can not be held liable for the loss of an item being returned. We strongly recommend using a registered post service to return goods, and keeping a record of the tracking details. We cannot process your return until we receive your goods.

  

WHAT IF THE ITEM I RECEIVE IS DAMAGED OR FAULTY?

We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item under normal use (not including general wear and tear), please email us at returns@rochessa.com so we can urgently review the matter for you!

Please include a copy of your order and a detailed description & images of the fault. Returns will not be honoured if the item has been mistreated.

We only accept items purchased through rochessa.com if you have purchased your shoes from a Rochessa stockist please contact the store in which you purchased them from for further assistance.

 

HOW CAN I TRACK MY ORDER?

When your order is shipped, we send you an email containing a tracking number

If you did not receive this email, please email orders@rochessa.com

 

WHEN WILL MY ORDER ARRIVE?

All of our orders are delivered EXPRESS and are generally received in 1-2 working days within Australia

There may be the occasional delay due to Customs Clearance processes which are out of our control

Rochessa uses TOLL for all orders

 

WILL I HAVE TO PAY ANY DUTIES AND TAXES ON TOP OF MY ORDER?

You will be liable for all import duties, customs and taxes levied by your country your order is being shipped to. These will be due at the point of, or after delivery.

We are not liable for these charges, and they unfortunately can not be reimbursed or refunded by Rochessa.

If you are unsure of the charges, please contact your local customs office to find out more information.

 

WHAT PAYMENT METHODS DOES ROCHESSA ACCEPT?

Currently we accept Credit Card Payments and PayPal. If you would like to arrange payment via another method, we are happy to try and assist your request!

Please contact us directly at customercare@rochessa.com to arrange this.

 

WHAT SIZE SHOULD I ORDER?

If you are unsure about what size to order please email customercare@rochessa.com so we can help you personally find your best fit!

We have also created a sizing guide, which can be seen HERE

 

IS IT SAFE TO PURCHASE ONLINE FROM THE EBOUTIQUE?

Absolutely! Rochessa is based in Australia and is managed and run by Australians. Rochessa uses Payment Card Industry Data Security Standard (PCI-DSS), an encryption technology that ensures safe Internet transmission of your personal information. We do not store any credit card details nor do we share your personal information with any third party.

However, if you are still concerned with placing your order, please contact customercare@rochessa.com and we will contact you regarding an alternative method to place your order!

Subscribe

Who said the love letter was dead?
I send them regularly!