CONDITIONS OF RETURNS AND EXCHANGES
You have the right to change your mind.
If you want to return all or part of your order (excluding gift cards), you have a period of 30 days from the date of receipt to do so.
The item(s) you want to return or exchange must have been purchased on the website Roxy.com and delivered.
To receive a refund, the article must be returned in a re-sellable state and in its original packaging with all instructions for use, accessories and its original barcodes and labels. In the case of an item which is damaged, worn or returned without its associated packaging, Roxy reserves the right to refuse the return of your order.
If you have received a faulty or wrong item, please please contact our customer service team and wait for feedback, otherwise, the return shipping costs will not be covered.
CHOOSE YOUR PREFERRED METHOD
RETURNING GOODS TO OUR WAREHOUSE
You can return your items directly to our warehouse using a carrier of your choice.
Find out more
RETURNS OR EXCHANGES IN OUR SHOPS
You have the option to return or exchange your items for free in one of our stores.
Find out more
RETURNING GOODS TO OUR WAREHOUSE
Upon receipt of your order, you have 30 days to return your item(s) purchased on the site.
Please follow the instructions below:
1 | FIND YOUR RETURN LABEL
Locate your return label (NOT pre-paid) provided in the package with your order.
If you can’t find it, contact us to receive a new one. Without a return label, your parcel will not be accepted by our warehouse and will be returned to you.
2 | CAREFULLY PACK YOUR ITEMS
Put the item(s) you want to send back in a package of your choice and seal it with tape.
If you no longer have the original packaging, pack the item(s) in a suitable box.
3 | ATTACH THE RETURN LABEL
Fix on the return label provided on to your package.
Shipping costs are your responsibility.
4 | SEND YOUR PACKAGE
Select the carrier you want to use.
Address the package to:
MAGAZIJN 16 - To Returns Flow Team
OUDEDIJK - KAAI 1548
9130 KALLO
BELGIUM
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.
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
Upon receipt of your package in our warehouses and after confirmation of the condition of the item(s) returned, we will proceed to refund the amount invoiced (excluding postage) depending on your initial method of payment as soon as possible: up to 72 hours of processing time depending on the period.
You’ll receive a confirmation email when your return has been processed by our teams. There will be a maximum of a 10-day delay before your refund is effective on your account (variable depending on the issuing bank).
RETURNS OR EXCHANGES IN OUR SHOPS
You have the option to return or exchange your items for free in a shop of your choice offering this service, this is indicated by the presence of this icon 
when searching for participating stores. Returns or exchanges can’t be made in a store located in a different country the website where the purchase was made.
An exchange can be made from the moment the shop has the article(s) concerned. If you simply want to return any item(s) from your order, the store will make a refund on item(s) returned via the method of payment used during your purchase.
In the case of a PayPal order, we will not be able to make a refund to your PayPal account. Instead, an exchange or refund through a gift card or credit note will be offered.
Please follow the instructions below:
1 | FIND YOUR RETURN LABEL
Locate your return label (NOT pre-paid) provided in the package with your order.
If you can’t find it, contact us to receive a new one. Without a return label your parcel will not be accepted by our warehouse and will be returned to you.
2 | CAREFULLY PACK YOUR ITEMS
Put the item(s) you want to send back in a package of your choice and seal it with tape.
If you no longer have the original packaging, pack the item(s) in a suitable box.
3 | VISIT US IN-STORE
In the case of an in-store return, please ensure prior to your visit that the shop accepts returns by checking on our site (store selection).
Please note that not all our shops accept returns of items ordered on our websites.
4 | OBTAIN YOUR REFUND OR MAKE AN EXCHANGE
After confirming the condition of the item(s) in store, we will refund the amount billed (excluding postage) according to your original payment method.
In the case of a PayPal order, we will not be able to make a refund to your PayPal account. Instead, an exchange or refund through a gift card or credit note will be offered.
If you want to return items from different orders, please separate out items and return labels provided in your package to facilitate the work of our staff in stores and the refund of your articles.
Packages sent by post to one of our stores will not be processed.
EXCHANGES
You have the option to return or exchange your items for free in a shop of your choice offering this service, this is indicated by the presence of this icon when searching for participating stores.
An exchange can be made from the moment the shop has the article(s) concerned.
If you wish to exchange an item and you do not have the option to go to a store, directly send your purchase to the warehouse for a refund and then place a new order.
For more information, please refer to the General Sales Conditions.
During the Christmas period we extend the return deadline until 31st January 2020 for all orders placed between 3th and 31st December 2019.
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An adviser is available to help you. You can also place your order by phone, where we can advise you on the cut or size of your product.
Monday to Thursday 8am – 12pm / 1pm – 3pm*
Friday 9am – 2pm*
*Excluding French bank holidays
This section allows you to get an immediate answer to our most frequently asked questions.