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 contact our customer service team and wait for feedback, otherwise, the return shipping costs will not be covered.
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
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).
If you wish to exchange an item, 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.
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 9am – 12.30pm / 1:30pm – 6pm*
Friday 9am – 12.30pm / 2pm – 4.15pm*
*Excluding French bank holidays
This section allows you to get an immediate answer to our most frequently asked questions.