If you are not satisfied with your order for any reason, we will accept the return of items that are in new, unused condition, with original tags attached and when accompanied by an original Rouch Collections returns form. Returned items must not be washed, worn or altered. We do not accept returns of swimwear, underwear, jewellery or beauty products where the hygiene seal has been broken or removed, nor of custom-made items.
This Return Policy does not affect your statutory rights.
Credit for your returned item(s) will be refunded back to your account in the same form of payment in which it was received, except as otherwise stated here. You will receive an email confirming the completion of return processing.
You have two options for returning or exchanging merchandise purchased online on rouchcollections.com: by post or in store. All returns or exchanges of online orders, whether by post or in store, must be returned within 30 days from the day on which you receive your delivery. If your order is shipped in multiple deliveries you will have 30 days from the day on which you receive your last delivery for that order.
Option 1: By Post
To return or exchange by post, please follow these instructions:
1. Complete the required information on the returns form included with your package.
2. Securely pack your merchandise, making sure to include all pages of the returns form. Please try to use the original shipping box and materials.
3. Affix the pre-addressed and pre-paid return label to your return package.
4. Post your return package at any UK Post Office
5. Your return will be processed within approximately 14 business days. Please note that if you have requested an exchange, a refund for the item will be refunded to the original payment method and our Customer Service team will contact you to arrange a new order.
You are responsible for properly packaging, labelling and shipping your product to us at Rouch Collections cost. Please retain your proof of postage as a safeguard for your shipment. Please note that in the event that you choose another courier or shipping service to return your item rather than use the pre-paid returns label, you will be liable for the cost of return.
In the event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
If you have lost your returns form or your pre-paid returns label please contact Customer Services who will be able to email you another.
Option 2: In Store
You can return or exchange items purchased at rouchcollections.com in any Rouch Collections Store (excluding outlet, concessions or travel retail stores) located in the Nigeria. You will need to present your returns form or your order shipment email at the time of the return or exchange. Note that in-store exchanges are subject to stock availability in that store. Subject to the below exceptions, credit for your returned item(s) will be refunded back to your account in the same form of payment in which it was received. You will receive an email confirming the completion of return processing.
Please note that any orders paid for by PayPal that are returned in store for refund can only be refunded to gift card.
RETURNING a Gift
Gifts can be returned by post or in store, as outlined above, when accompanied by a gift receipt or the original returns form. For gifts returned by post, please note that refunds can only be processed against the original account in the same form of payment in which it was received. Therefore we recommend returning gifts to a Rouch Collections Lifestyle store, where our associates will be able to assist you in exchanging the item, or providing a credit by Rouch Collections gift card.
If you require an exchange by post, please contact Customer Services at firstname.lastname@example.org. Our Customer Services team are available 9am-8pm GMT Monday to Friday, and 9am-6pm GMT Saturday and Sunday.