1. HOW DO I RETURN AN ITEM?
Follow these three steps to return an item(s):
- - 1. To return or exchange an item go to My Account section or Request a return or exchange entering your order number and the email address you used to make the order on our website;
- 2. Each item must be returned in the same condition in which you received it, and placed in its original box or in a similar, suitable box;
- 3. Stick the pre-paid return label, which will be sent to you via email, on the original box, making sure to cover the original shipping details;
- 4. Contact UPS at 03457 877 877 or drop your package off at your nearest UPS Access Point. A courier will come and collect your package.
2. HOW DO I EXCHANGE AN ITEM?
'Follow these three steps to exchange an item(s):
- - Complete a returns form which can be found as an attachment in the order confirmation email or through the link "Right to Withdrawal - PDF";
- - Stick the pre-completed and pre-paid returns label on the original box (or on a similar, suitable box) taking care to cover the original shipping details and telephone UPS on: 800 823 7459. A courier will come to collect the box from a suitable location on request;
- - Should you misplace the UPS returns label, contact customer services on phone: 855-852-9982 or via email: email@example.com, after which we will send you a new label.
- - Alternatively, you may also go to the Roger Vivier boutiques in US, we invite you to visit our Store Locator to find the nearest Boutique. Once there, the personnel will make the return on your behalf and give you a document confirming it. We recommend keeping this paperwork for your records. At the end of the return process, you will also receive a confirmation email. The invoice is essential for any exchange or return request, and may be presented either in hard copy or in digital format. We remind you that the invoice is sent as an attachment to the shipping confirmation email.
3. WHAT CONDITIONS NEED TO BE FULFILLED TO RETURN OR EXCHANGE AN ITEM?
Prior to returning or exchanging an item(s), please make sure that the item(s) are in the following condition, with respect to the General Terms and Conditions of Sale:
- - Item(s) must be in tact, with all tags and labels attached and with all relative accessories, including any special packaging. Incomplete, damaged or used items will not be accepted for returns.
- - Returns must be made within 20 days of the original order shipment date. Any Item(s) to be returned/exchanged must be delivered to a courier or to the Tod’s store within 20 days of the items shipment date
- - Any returns must only be shipped to the country from which its shipping originated.
- - Item(s) must be purchased on rogervivier.com and not in store or in any of our boutiques.
- - In the event that multiple items are to be returned, shipping fees for these items will not be reimbursed.
All products on sale or sold at a discount are excluded from the right to exchange. Any paid expedited shipping will not be credited to the customer.
All products must be exchanged in a perfect resalable condition. Any items displaying wears with marks or stretches will not be accepted.
4. WHEN WILL I BE REIMBURSED FOR A RETURN?
Once your returned or exchange item has been received it will be inspected for integrity and compliance with our return policy. rogervivier.com will refund the cost of the returned item(s) (excluding any shipment cost, if applicable) within 10 business days after it is received. Refunds will be issued using the same payment method originally used for the purchase.
Once we have received your returns, we will verify the condition and state of those item(s). This may take 3-4 business days.
If there are no issues with the return we will credit your original form of payment. It may take 3-5 business days for your credit to appear.
5. HOW MANY DAYS DO I HAVE TO RETURN OR EXCHANGE ITEMS?
You have 20 days from the date of the invoice and shipment to arrange your exchange or return and have your items sent back to us. Our Customer Care is at your disposal to assist you, please call 855-852-9982 or email firstname.lastname@example.org The advisors are available Monday - Friday 9am - 6pm, except for public holidays.