Returns

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RETURN POLICY

Due to the current situation, your delivery may be delayed.

EXTENSION OF OUR RETURN POLICY :

We have temporarily extended our standard return period (normally up to 30 days).
All on-line purchases made after 20/01/2021 will benefit from an extension of 45 days (some exceptions may apply).

30 days to return your products:

If you wish to return all or part of your order (excluding gift cards), you have 30 days from the date of receipt to do so.

The item(s) you wish to return, or exchange must have been purchased on the Roxy.com website and delivered.

To be eligible for a refund, the item(s) must be returned in its original packaging along with all instructions for use, accessories and its original barcodes and labels. In the case of an item that is damaged, worn or returned without its original packaging, Roxy reserves the right to refuse the return of the order.

If you receive a faulty or wrong item, please contact our customer service team and follow the instructions we will give you, otherwise we will not be responsible for the return costs.

We do not offer online exchanges; however, we do accept returns.
Please return the goods in its original packaging for a refund and place a new order.

START A RETURN:

ONLY FOR ROXY GIRL CLUB MEMBERS

RETURN ITEMS TO OUR WAREHOUSE

You can return your items directly to our warehouse by postal service.

1 | CREATE YOUR RETURN LABEL

1.Please sign into your account and follow the instructions below.

2. Select the order you want to return in your order history.

3. Choose the item(s) you wish to return and the main reason for return for each.

4. Click “Confirm & Continue”

5. Click “Print Off Return Label” if you wish to print it off immediately. You can choose to do it later by clicking on “Send Return Ticket by Email”.

2 | CAREFULLY PACK YOUR ITEMS:

Place the item(s) you wish to return, preferably in the original packaging, then pack and seal your parcel securely. If you no longer have the original packaging, wrap the item(s) in a sturdy package of an appropriate size to protect the contents.

3 | ATTACHING THE RETURN LABELS:

1. Cut out and stick the CTT CORREOS prepaid return label, which you have just printed, on the outside of your return package. This shipping label is prepaid.

2. Take the return label* provided in the parcel with your order and affix it to the outside of your return package as well. This label will allow our warehouse to identify your return. Both labels are required.

*If you cannot find it, please contact us to receive a new one. Without this label, your package will not be accepted by our warehouse and will be returned to you.

3. Your package is ready to be shipped from any CTT CORREOS ParcelShop of your choice.

4 | DROP OFF THE PARCEL

1. Drop your parcel to the CTT CORREOS ParcelShop of your choice.

2. Remember to keep the tracking number of your package, you are solely responsible for your shipment until receipt in our warehouse, and without proof of delivery, a request for a refund will be denied.

3. If your items come from different orders, please attach the different return labels provided in each of your deliveries on the return package.

5 | OBTAIN YOUR REFUND

• Once the return package has been received at our warehouse, it will take a maximum of 10 working days* for your return to be processed by our logistics teams.

• Upon receipt of your package in our warehouse and after confirmation of the condition of the returned item(s), we will proceed to refund the amount invoiced according to your initial payment method as soon as possible: this may take up to 3 working days* of processing time depending on the issuing bank.

*excluding weekends and French bank holidays

You will receive a confirmation email when the refund is issued.

We advise you to keep the proof of postage until it is refunded.

RETURNS OR EXCHANGES IN OUR STORES

You can return or exchange your items free of charge in one of our stores.

• You have the option to return or exchange your items free of charge at the store of your choice that offers this service. This is indicated by the presence of this Returns icon when searching in “Find A Shop Near You” section.

• Returns or exchanges cannot be made to a store located in a different country than the one where the purchase was made.

• An exchange can be made from the moment the store has the item in question.

• If you simply want to return the item(s) from your order, the store will refund the item(s) via the same payment method used at the time of your purchase.

• If you use Splitit (payment over several installments) to pay for your order, we will not be able to issue a refund or exchange.

• In the case of a PayPal order, we cannot issue a refund to your PayPal account. Instead, we will offer you an exchange or refund via a gift card or credit card.

Please follow the return instructions below:

1 | CREATE YOUR RETURN LABEL

1.Please sign into your account and follow the instructions below.

2. Select the order you want to return in your order history.

3. Choose the item(s) you wish to return and the main reason for return for each.

4. Click “Confirm & Continue”

5. Click “Print Off Return Label” if you wish to print it off immediately. You can choose to do it later by clicking on “Send Return Ticket by Email”.

2 | CAREFULLY PACK YOUR ITEMS

3 | ATTACHING THE RETURN LABELS

1. Print the return label and stick it to the outside of your return package.

2. Take the return label provided in the parcel with your order and affix it to the outside of your return package as well. This label will allow our warehouse to identify your return. Both labels are required.

If you cannot find it, contact us to receive a new one. Without a return label, your parcel will not be accepted in our shops.

4 | VISIT US IN THE STORE

In case of a return in store, please before visiting us, make sure that the store accepts returns by searching for this icon on our website when searching in “Find A Shop Near You” section.

Please note that not all our stores accept returns of items ordered on our websites.

5 | GET YOUR REFUND OR MAKE AN EXCHANGE

• After confirming the conditions of the items in the store, we will proceed to reimburse the amount invoiced (except for shipping costs) according to your initial method of payment.

• If you use Splitit (payment over several installments) to pay for your order, we will not be able to issue a refund or exchange.

• In the case of a PayPal order, we will not be able to make a refund to your PayPal account. Instead, we will offer you an exchange or refund via a gift card or credit note.

• If you would like to return items from different orders, please separate the items and return labels that accompany your order to make it easier for our staff in the stores to return your items.

• Please note that parcels sent by mail to one of our stores will not be processed. They must be returned in person.