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FAQs

Orders

 

What happens if there is an item missing from my order?

    Although very rare, sometimes mistakes can happen. If you are missing an item, please let us know and we will investigate this for you.

    What if one of the items I have ordered is faulty?

      If you receive a faulty item, please let us know and we will happily get this replaced for you (subject to availability). We will also advise you how to return the faulty item.

      Can I amend/cancel my order once it's placed?

        If Order not shipped yet Yes You can cancel, If order shipped Unfortunately, we are unable to amend or cancel any order after it has been placed due to our quick dispatched times. If you no longer want your order, you can refuse the delivery o you can return the order for a full refund within 30 days.

        What if there is the wrong size/item in my order?

          If you have received an incorrect item or size we will happily send you the correct item (subject to availability). Just get in touch and we will arrange this for you, we will also let you know how you can return the incorrect item.

          Can I refund my order if the price has changed after I have ordered it?
          We do not refund any orders that have changed in price after the transaction has been made.

          Shipping

          how long does delivery take?

            US : Average delivery time is 5 - 8 days.
            AU : Average delivery time is 7 - 9 days.
            CA : Average delivery time is 7 - 9 days.
            UK : Average delivery time is 6 - 10 days.
            Rest of the world Average delivery time is 15 - 25 days.

            What if my order hasn't been delivered?

              Whilst we make every attempt to deliver parcels within the expected delivery timescale, slight delays do happen. Please allow up to an additional 48 hours to arrive, if this timescale is exceeded, please let us know so we can investigate further.

              Can I track my order?

                Yes, you can track your order. Simply log into your account, either through the site

                What if I'm not in when my order comes?

                  If you're not in when delivery is attempted, our couriers will attempt delivery with a neighbour, or they will leave you a calling card detailing how you can rearrange delivery for another time.

                  Can I return more than 1 item in the same bag?

                    Yes, you can return more than one item in the same bag. Once you've completed your returns form with your order, place it in the bag you're sending back with all the items you've stated you're returning on the form.

                    What is the returns policy for items sent?

                      You must return your item(s) within 30 days of its order date.

                      How do I exchange an item?

                        Yes, You can But You need To send Item back First and Upload Tracking number. and we will process the exchange

                        How do I know you've received my returned items?

                          As soon as your return is scanned into our warehouse, your refund will be processed and you will receive an automated email to confirm this.

                          Payment & Refunds

                          I've been overcharged for my order, what do I do?

                            Please let us know as soon as possible so we can look into this for you.

                            What's you online security policy?

                            You can shop in confidence with Roupets, our website is secured by Comodo Secure and uses SSL for secure transactions.

                            How can I pay for my order?

                              You can use the following payment methods with us at Roupets:
                              - Visa

                              - Master Card

                              - Maestro

                              - American Express

                              -PayPal

                              When will my account be charged for my order?
                                Your account will be debited upon placement of your order.

                                Can I use PayPal for my order?

                                  Yes You can

                                  Can I get a refund if the prices changes after You Place an order?

                                    Unfortunately, we do not offer a price match service.

                                    Are my payment details safe?

                                      Yes, we do not card numbers/sensitive payment information. We may use your personal information to ensure that content from our site is presented in the most effective manner, to provide you with information (at your request) that we feel would be of interest to you and to carry out our obligations arising from any contracts entered into between you and us. For further information, please refer to our Privacy Policy page

                                      Do you refund delivery charges if I return something?

                                        If you return your entire order your delivery charge will be refunded. If it is a partial return, delivery will not be refunded.

                                        What should I do if my refund is incorrect?

                                          Please let us know as soon as you realise this is incorrect, so we can look into this further for you.

                                          Promo Codes

                                          How do I pay for my order with my promo code?

                                            When you got to checkout, simply enter it into the 'promo codes' bar and click apply.

                                            Can I return my items if I have used my promo code?

                                              Yes, you can still return items that have been bought using a promo code.

                                              Is my promo code valid on sale items?
                                                Promotional codes will work on full price items, however, some promotional codes may vary on discounted products.

                                                Products & Stock

                                                When will an item be back in stock?

                                                  Our goal is to introduce you to new trends and products, we tend to focus on doing that more, and so once the product is gone we move on to the next one.

                                                  Not everything on our site can or will be re-stocked. But if you've missed out on one of our really popular items – especially from roupets – keep your eyes open and check regularly, we could be back in stock as long as we’re still in the relevant season.

                                                  If you’ve signed up to our email newsletter, you will receive regular updates, with in demand back in stock items being one matter we inform you about.

                                                  Personal information

                                                  Will my personal information be shared?

                                                  No your personal information and preferences will not be shared with any third parties.

                                                  Contact Us

                                                  Couldn't find the answer to your question on our FAQs?
                                                  Please contact Us at [email protected]

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