Returns and Refund Policy

Returns & Refund Policy

This policy explains the returns, refunds and 30-day money back guarantee offered by Rovelle's Closet for purchases made through rovellescloset.com.

30-Day Money Back Guarantee

Our voluntary 30-day money back guarantee applies to items purchased at the regular full price, subject to the eligibility conditions set out in this policy.

Items purchased at a discounted, reduced, promotional, clearance or sale price are treated as Final Sale for the purposes of our 30-day money back guarantee and are excluded from our voluntary 30-day money back guarantee.

To start a return request, email us at:

info@rovellescloset.com

Please include:

  1. Your full name

  2. Your order number

  3. The email address used for the order

  4. The item or items you wish to return and the reason for the return

  5. Clear photographs if an item is damaged, faulty or incorrect

  6. Any other details that may help us review your request

We will review your request and provide the next steps and the correct return address.

Sale & Final Sale Items

Items purchased at a discounted, reduced, promotional, clearance or sale price are treated as Final Sale for the purposes of our returns policy.

Final Sale items are not eligible for our voluntary 30-day money back guarantee.

Final Sale items cannot be returned or exchanged solely because:

  • You have changed your mind

  • The item is no longer wanted

  • You ordered the incorrect size

  • The size or fit is unsuitable

  • You prefer another colour, style or product

  • The item does not suit your personal preference

If an item is faulty, damaged, incorrectly supplied or materially different from the product ordered, please contact us using the instructions further below.

Promotional Offers, Multi-Buy Deals & Free Items

Special conditions apply to orders placed using promotional offers, including multi-buy deals, bundle discounts, quantity discounts, Buy One Get One Free offers, 1+1 Free offers, second-item discounts, free-item promotions and similar offers.

Any order containing two or more products where a multi-item discount has been applied is considered a promotional order under this policy. This includes orders where an additional discount is automatically applied because two or more qualifying products have been purchased.

Promotional offers are provided on the basis that the qualifying products are purchased together as part of the promotion.

Ordering Different Sizes to Try at Home

Promotional offers may not be deliberately used to order the same product in multiple sizes for the purpose of trying the different sizes and returning the size that does not fit.

For example, if you order two of the same product and receive a multi-item discount, you may not intentionally select two different sizes simply to try both sizes, keep the size that fits and return the other.

This applies to promotional orders containing two or more products where a multi-item discount has been applied.

If you are unsure which size to choose, please check the size guide provided on the relevant product page before placing your order. You may also contact us at info@rovellescloset.com if you need assistance.

Buy One Get One Free / 1+1 Free Promotions

Where products are purchased as part of a Buy One Get One Free, 1+1 Free or similar promotion, all qualifying products form part of the same promotional offer.

A product supplied free as part of the promotion has no separate refundable purchase value. Returning only the free promotional product therefore does not entitle you to a cash refund for that product.

You may not return one product from a 1+1 Free promotion for the purpose of receiving a full or partial refund while retaining the other product and the full benefit of the promotion.

If you wish to receive a full refund under our 30-day money back guarantee, all items supplied as part of the Buy One Get One Free, 1+1 Free or similar promotional offer must be returned, including the free item.

If you return the paid item while choosing to keep the free promotional item, the conditions of the original promotion are no longer fulfilled.

We may therefore recalculate the order based on the product you ultimately keep and deduct the applicable value of that product from any refund due.

Similarly, returning one item from a promotional order does not automatically entitle you to a proportional refund while allowing you to retain the full financial benefit of the original promotion.

If only part of a promotional order is accepted for return, any applicable refund will be calculated based on the products ultimately retained and the conditions of the original promotion.

Other Multi-Buy & Bundle Discounts

Where a discount is conditional on purchasing a particular quantity of products, returning part of the qualifying order may mean that the remaining products no longer qualify for the original discount.

We may recalculate the value of the products retained and adjust the refund accordingly.

For example, if a customer receives an additional discount for purchasing two or more products and subsequently returns part of that qualifying order, the products ultimately kept may be recalculated based on the price or discount applicable to that final quantity.

This prevents promotional offers from being used to obtain a discount that would not have applied to the products ultimately kept.

Return Authorisation and Address

Please do not send an item back until you have contacted us and received return instructions.

Returns sent without following the return instructions, or to an address not provided by us, may be delayed or may not reach the correct return location.

Depending on the product and supplier, the approved return address may be outside the United Kingdom, including in China.

The return address may therefore be different from the address shown on the original parcel.

Please wait until you receive the correct return instructions before arranging shipment.

Return Requests Before Delivery

A return can only be arranged once your order has been delivered and the goods are in your possession.

If your order is still in transit, we are unable to provide return instructions or process a physical return until delivery has taken place.

If you wish to cancel an order that has not yet been delivered, please contact us as soon as possible.

Where the order has already been dispatched, we may no longer be able to stop or recall the shipment. In that case, you may need to receive the parcel first and then return the goods using the return instructions provided by Rovelle's Closet.

Return Shipping Costs

For a change-of-mind return, an unwanted item, an unsuitable fit or a size-related return, the customer is responsible for arranging and paying the return shipping costs, unless we have expressly agreed otherwise.

If the approved return address is overseas, you are responsible for the cost of sending the parcel to that address for change-of-mind, sizing and other non-fault returns.

For non-fault returns to an overseas return address, any customs duties, import taxes, clearance fees, handling charges or other charges imposed in connection with the return shipment are also the customer's responsibility.

The customer is responsible for correctly completing any customs documentation required for an international return and for ensuring that any charges payable by the sender in connection with the return shipment are paid.

Rovelle's Closet is not responsible for customs duties, import taxes, clearance fees or similar charges arising from a change-of-mind, sizing, unsuitable-fit or other non-fault return.

International return postage and associated charges can be significant, so please wait for our return instructions and correct return address before arranging shipment.

Where goods are faulty, damaged on delivery, incorrectly supplied or materially different from the product ordered, please contact us before returning the item so that we can assess the issue and provide the appropriate instructions.

Proof of Return & Return Shipping

Please keep valid proof that your return parcel has been sent until your return and any applicable refund have been fully processed.

We strongly recommend using a tracked postal service, particularly where a return is being sent to an overseas return address.

Tracking can help both you and Rovelle's Closet confirm the progress and delivery of your return.

If you choose to return an item using an untracked shipping service, the parcel is sent at your own risk and is not covered by any return-shipping protection provided by Rovelle's Closet.

We may be unable to trace, investigate or confirm the delivery of an untracked return if it is delayed or lost in transit.

Any compensation or insurance offered by the postal or courier service will depend on that carrier's own terms.

We therefore strongly recommend choosing a tracked and, where available, insured return shipping service.

After dispatching your return, please provide us with your proof of postage or, where available, the tracking details.

We may wait until the returned goods are received or until you provide acceptable evidence showing that the goods have been sent back before processing an applicable refund.

Lost or Delayed Return Parcels

Customers are responsible for arranging the return shipment where the return concerns a change of mind, sizing issue or unwanted item, unless we have agreed otherwise.

We strongly recommend keeping proof of postage and any available tracking information until your return has been completed.

If a return parcel is delayed or does not arrive and you are unable to provide acceptable evidence that the goods were sent back, we may need to wait until the parcel is received before processing the return or refund.

Condition of Returned Items

For returns made under our 30-day money back guarantee, returned items must:

  • Be unworn other than reasonable indoor fitting

  • Be unwashed and unused

  • Be in their original condition

  • Have all original tags and labels still attached

  • Be returned in the original product packaging

  • Be free from perfume, smoke, stains, make-up marks, deodorant marks, pet hair, damage or alteration

  • Be free from other signs of material wear or use

Footwear must only have been tried on indoors and must not show signs of outdoor wear, including dirt, scuffing or wear to the soles.

For returns under our 30-day money back guarantee, all original tags and labels must remain attached and the product must be returned in its original packaging.

Items returned without their original tags or labels attached, or without their original product packaging, may be refused.

Items that have been materially worn, washed, altered, damaged or used beyond what is reasonably necessary to determine their fit may also be excluded from our 30-day money back guarantee.

Items Excluded From Voluntary Change-of-Mind Returns

Our 30-day return guarantee does not apply to certain products or circumstances, including:

  • Personalised or made-to-order goods

  • Sealed hygiene-sensitive products once the seal has been broken, where applicable

  • Gift cards

  • Items purchased at a discounted, reduced, promotional, clearance or sale price, which are treated as Final Sale under our returns policy

  • Items returned without all original tags and labels still attached

  • Items returned without their original product packaging

  • Items that have been materially worn, washed, altered or damaged after delivery

  • Promotional items or orders where the applicable promotional conditions have not been met

Faulty, Damaged, Incorrect or Misdescribed Items

Please inspect your order carefully after delivery.

If an item is faulty, damaged, incorrect or materially different from its description, please contact us within 48 hours of delivery where the issue is visible or apparent upon receipt.

Contact us at:

info@rovellescloset.com

Please include:

  • Your order number

  • A clear description of the problem

  • Clear photographs showing the issue

  • Photographs of the product label where relevant

  • Photographs of the parcel and packaging where relevant

Reporting visible damage, incorrect items or other immediately apparent issues within 48 hours of delivery helps us assess the condition of the item and investigate what may have occurred during fulfilment or delivery.

Reports submitted after 48 hours may require additional information or evidence so that we can determine the condition of the item at the time it was received.

After reviewing the information provided, we will determine the appropriate solution based on the circumstances of the issue.

Refunds

We will email you after your return has been received and inspected, or after the evidence required to assess your claim has been reviewed.

Approved refunds will be issued to the original payment method.

For returns made under our 30-day money back guarantee, we aim to process approved refunds within 7 business days after the returned goods have been received and inspected.

Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.

These processing times are outside our control.

For promotional orders, the refund amount may take into account the conditions of the promotion and the discount originally applied.

Returning part of a qualifying promotional order may therefore affect the promotional discount applicable to the products you choose to keep.

If the remaining products no longer qualify for the original multi-item discount, the discount may be removed or recalculated before determining the applicable refund amount.

A free product supplied as part of a Buy One Get One Free or 1+1 Free promotion does not have a separate cash refund value.

Exchanges

Exchanges are subject to product availability.

If you require a different size, colour or product, please contact us before returning your order.

In some circumstances, the simplest option may be to return the original item for a refund and place a new order.

Email info@rovellescloset.com before returning anything and we will explain the available options.

Promotional pricing, discounts or free-item offers from the original purchase cannot be guaranteed for a replacement order placed at a later date unless we specifically confirm otherwise.

Order Cancellations

If you wish to cancel an order, contact us at info@rovellescloset.com as soon as possible.

We will try to stop the order before it is dispatched.

However, once an order has entered processing or fulfilment, we may no longer be able to prevent it from being prepared or dispatched.

If the parcel can no longer be stopped, you may need to receive the parcel first and then contact us for the applicable return instructions.

Contact Us

For questions about a return, refund, exchange, promotional order or cancellation, please contact:

Rovelle's Closet

Email: info@rovellescloset.com