What is your domestic return policy?
NOTE: All purchases made during the Holiday gifting period, beginning October 25th, will be allowed to be returned until January 14th. Besides for the extended return window, all else from our return policy still stands, so please continue reading.
If you decide to return or exchange an item you may do so anytime within 15 days of receiving the item if you are based in the United States. If 15 days have gone by unfortunately we cannot offer you a refund or exchange. To initiate a return, please fill out the form here and provide all necessary information.
To be eligible for a refund, items must pass our inspection. The item must be unused and in the same condition that you received it. Suitcases must be shipped back in a box so we recommend keeping the original packaging through the grace period. If applicable, please make sure to include the dust bag, if not a restocking fee may be deducted from your refund. If you received a free gift with your order, you must also return the gift or the face value of the gift will be deducted from your refund. If the product(s) is ineligible for a refund we are not responsible for shipping the product(s) back to you. Returns are complimentary in the United States.
If you are exchanging a product, you will have the remainder of the 15 days for an exchange.
We do not offer a refund for shipping fees. You will only be refunded the cost of the item(s) returned. All personalized and final sale items cannot be returned or exchanged. Gift cards cannot be returned. Please note we cannot accept items that have been used.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Once a return is received, please allow 3 - 5 days for processing.
What is your international return policy?
If you are based internationally the same return policy applies, however, returns and exchanges are not complimentary and you will be responsible for shipping costs.
What if my item was a gift?
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and said gift giver will find out about your return.
What do I do if my refund is late or missing?
If you didn't receive your refund after 5 days, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Info@RoyceandRocket.com.