RETURNS + EXCHANGES

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 be worn on the sole or any other areas, scuffed, soiled 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.

 

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.

 

HOW DO I ORGANISE A RETURN?

Simply email returns@rochessa.com and we will allocate a Returns Authorisation (RA) number for you, send you a Return Form, and give you all the details you need!

Please note we are unable to be held liable for the loss of your purchase being returned. We recommend using a registered postal service to return goods, and keeping a record of the tracking details.

 

WHERE DO I SEND MY RETURN TO?

We have a warehouse based in Australia, specifically chosen to facilitate all of our Returns.

We will provide you with the full address when we allocate your Returns Authorisation number to you!

 

HOW LONG DOES IT TAKE FOR MY EXCHANGE / REFUND TO BE PROCESSED?

We try and process returns as quickly as possible, but we do ask for 24-48 hours to be able to process your return

If you're exchanging, we will send your new item out, and email you a new tracking number

If you're refunding, we will refund you through PayPal (the same method you used to pay), and email you once complete

 

WHAT IF MY ORDER ARRIVES DAMAGED, OR THERE IS A FAULT?

Whilst we hope this never happens, if you do receive damaged goods, or have a manufacturing fault occur, please contact us immediately (within 20 days of receiving your order) at returns@rochessa.com so we can personally assist you and sort out your problem as quickly as possible

 

 

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