Returns & Exchanges
If you are not satisfied with the product(s) you have ordered you can return within 14 days of the delivery date. Any unconfirmed return that arrives after the fourteen day deadline will not be eligible for a refund.
HOW TO MAKE A RETURN
- Place the item(s) you wish to return in the original shipping box, with all tags attached.
- Make sure that the packing slip is included in the package. Without the packing slip, we will not be able to process the return.
- Close securely.
- Go to returns.roheframes.com to access the return app. Sign in with your customer order ID (starting with #R) and your postal code.
- Follow the steps and instructions in the return app.
A) FOR ORDERS PLACED IN EU
The costs for the pre-paid return label provided by the app are visible below. We will deduct this amount from the refund later on. The costs are the same as the shipping costs that were paid.
Return Label: 8 €
OTHER EU COUNTRIES
Return Label: 15 €
B) FOR INTERNATIONAL ORDERS PLACED OUTSIDE EU + UK
Please register your return via returns.roheframes.com and follow instructions.
The costs for the return are for the customer.
Please use DHL or UPS as a courier for your return, we do not advise to send your return with a different carrier. When returning with a different carrier than DHL or UPS, we are unable to offer our service when a parcel is lost or stuck in customs.
Please ensure with your carrier that your package will arrive exactly at our warehouse's address. In the case, the package is delivered at a pickup point or a different address than our warehouse (missing customs fee or other reasons) we might charge you the extra costs of the pickup service.
- Please note that Róhe Frames has a 14 days return policy: after 14 days it is not possible to return. Unregistered returns can not be accepted.
- Please make sure that the packing slip is included in the package. Without the packing slip, we will not be able to process your return.
- The return costs are for the customer.
- Please take care when trying on garments, as all products must be returned in a new, unused, and undamaged condition, with the tag and seal still attached.
- If items with sealed packaging are returned and not in a re-sellable condition with the tag and seal still attached, the return will not be accepted.
- Returning items from outside the European Union is the customer's responsibility until they reach us.
- We do not pay additional custom tax.
- To track your return, save the tracking number on the shipping label.
- If you return your order placed with a free gift promotion, you will not get a refund but an online giftcard valid for 60 days;
- In case of sale items, we are able to refund the sale price of the items.
- We cannot accept returns from earrings because of hygienic reasons.