At Rouffenhaus, we want to ensure your complete satisfaction with your purchase. If for any reason you are not entirely satisfied with your purchase, we offer a simple return policy to make your shopping experience as enjoyable as possible. Please read our return policy carefully to understand your options.

Buy & Try Period (Return Period)

You have 7 days from the date of delivery to initiate the return process. If you have a split package (multiple packages arriving at different times), the Buy & Try Period begins after the final package is delivered. We kindly ask that you initiate the return process within this timeframe. Otherwise your items may not be returnable or subject to a 20% restocking fee (subject to Rouffenhaus' discretion). Once you receive a return authorization email, you have 7 days to ship your item(s). Shipping and Handling charges may not be reimbursed/refunded.

Eligibility for Returns

To be eligible for a return, items must meet the following criteria:

1. Item(s) must be in original condition, unworn and with all original tags, labels, and packaging intact.

2. Items must be accompanied by an RMA Form, and either (a) the original purchase receipt or (b) proof of purchase.

Non-Returnable Items:

Certain items are classified as non-returnable for hygiene and safety reasons. These items cannot be returned unless they are found to be defective or damaged upon arrival. The following items fall under this category:

Swimwear
Bodysuits
Intimates
Jewelry
Face Masks
Beauty
Openpack Wholesale Orders

How to Initiate a Return

To initiate a return for eligible items, please follow these steps:

1. Fill Out the Return Form to initiate a return.

2. If the return requires documentation/images please upload correct media.

3. Our customer service team will reach out with a Return Authorization PDF document. Once you receive your RA Document, securely package the items you wish to return, along with the RA Document and a copy of the original purchase receipt.

Please note, the RA Document must be included in your return or your return will be voided.

4. Clearly label the package and ship it to our Returns Warehouse using the following address:

Returns Department
17300 Railroad Street, Unit D
City of Industry, CA 91748

Return Shipping

Customers are responsible for the cost of return shipping unless the item is defective or damaged. We ask customers use a trackable shipping method to ensure your return is received. Please email customercare@rouffenhaus.com with the tracking details.

Refunds

Upon receiving and inspecting your returned items, we will process your refund within 5-10 business days. Refunds will be issued to the original payment method used for the purchase. Please note that it may take some time for the refund to appear on your account, depending on your financial institution's processing times.

Exchanges

Rouffenhaus is an online marketplace and boutique, we do not participate in product exchanges of any kind. Please note, if you need a different size or color variant, fill out our return form to start the return process and then order the other product variant.

Damaged or Defective Items

If you receive a damaged or defective item, please fill out a return form and use the damage/defective option. A customer care team member will reach out with shipping information.

Final Sale Items

Please note that some items are considered final sale. All items ineligible for a return are final sale.

Product/Processing Delays

At Rouffenhaus, we recognize that unforeseen circumstances may occasionally impact the processing and shipping times of orders. In our commitment to transparency, we will make reasonable efforts to promptly notify customers of any delays in processing or shipping, providing clear updates on the status of their orders. While we strive to communicate effectively, customers should be aware that Rouffenhaus is not obligated to alert them to every occurrence of delay. It is expected that customers understand and acknowledge the possibility of delays, trusting in our dedicated team members to resolving any issues promptly. For further assistance, our customer support team is readily available to address any inquiries.

Contact Information

If you have any questions or concerns about our return policy, please contact our Customer Service team at customercare@rouffenhaus.com

Rouffenhaus reserves the right to update or modify this return policy at any time. Please refer to our website for the most current policy.

Thank you for choosing Rouffenhaus. We appreciate your business and are committed to providing you with a positive shopping experience.

Order Cancellation Policy

At Rouffenhaus, we strive to offer you the best online shopping experience, including flexibility in managing your orders. Please take a moment to review and understand our cancellation policy to ensure a seamless cancellation process for your online clothing orders.

Eligibility

This policy applies to orders placed through our online store and are applicable to certain items that are eligible for cancellation.

Cancellation Timeframe

You have up to 24 hours from the time of order placement to cancel your order without incurring any cancellation fees or penalties. Cancellation requests made after this 24-hour period may be subject to additional charges or restrictions, as outlined in the terms and conditions specific to your order. Please note, we cannot guarantee any cancellations after 24 hours.

Canceling an Order

To cancel your eligible online order please send a cancellation request email to customercare@rouffenhaus.com, with the subject line "Cancellation Request"

Refunds

Upon successful cancellation, any payments made for the order will be refunded to the original payment method used for the purchase. Please allow 5-10 business days for the refund to process, depending on your financial institution.

Exceptions

Please note that certain items may not be eligible for our cancellation policy. These exceptions will be clearly communicated either on the item description or at the time of purchase.

Late Cancellations

Cancellations requested outside the 24-hour cancellation window may result in partial or full charges for the order, as outlined in the terms and conditions specific to your purchase. If your cancellation is accepted late (i.e. the product has already shipped), then potential retraction shipping fees will be clearly communicated to you.

Contact Information

If you have any questions or need assistance with canceling an order, please do not hesitate to reach out to our Customer Support team at customercare@rouffenhaus.com

We appreciate your understanding and cooperation with our order cancellation policy.

It is designed to offer you flexibility while ensuring a smooth shopping experience at Rouffenhaus. Thank you for choosing us for your fashion needs, and we look forward to serving you.

Shipping Policy

Thank you for shopping with us! We're excited to bring you high-quality products and a seamless shopping experience. Please take a moment to review our shipping policy.

Order Processing:
- All orders begin processing within 24 hours of initial purchase, excluding weekends and holidays. Depending if the product needs to be imported from our international warehouse, processing may take up to 10 days. This time is necessary for our team to verify, pack, and prepare your order for shipment or importation. Please know that orders may be delayed due to unforeseen issues and circumstances or shortage of imported items.

Shipping/Processing Delays
- At Rouffenhaus, we recognize that unforeseen circumstances may occasionally impact the processing and shipping times of orders. In our commitment to transparency, we will make reasonable efforts to promptly notify customers of any delays in processing or shipping, providing clear updates on the status of their orders. While we strive to communicate effectively, customers should be aware that Rouffenhaus is not obligated to alert them to every occurrence of delay. It is expected that customers understand and acknowledge the possibility of delays, trusting in our dedicated team members to resolving any issues promptly. For further assistance, our customer support team is readily available to address any inquiries.

Shipping Methods:
- We offer standard shipping for all orders.
- Once your order has been processed, it will be shipped using reliable shipping carriers.
- Tracking information will be provided to you via email as soon as your order has been dispatched.

Shipping Times:
- Shipping times may vary, imported items from our international warehouse may take longer to arrive than items shipped from our domestic American-based warehouses. If your items do not arrive within 30 days, please contact Rouffenhaus at customercare@rouffenhaus.com as this may indicate an issue or delay with your order.
- Please note that domestic shipping times may vary based on your address or location.

Shipping Rates:
- Shipping rates are calculated based on the weight of the items in your order. You will be able to view the shipping costs before you finalize your purchase during the checkout process.
- Standard Shipping rates are as follows:

• $5.99 for orders 0 - 1lb.
• $9.99 for orders 1.01 - 3lbs.
• $12.99 for orders 3.01 - 5lbs.
• $14.99 for orders >5lbs

No International Shipping:
- We currently only ship to valid addresses in the United States. Rouffenhaus does not ship internationally.

Order Tracking:
- You will receive an email with tracking information as soon as your order is shipped. You can use the provided tracking number to monitor the progress of your shipment on the carrier's website.
- Tracking options are also available within the customer profile.

Shipping Address:
- It is the customer's responsibility to verify that their shipping address is accurate and complete to avoid any delivery issues. Rouffenhaus is not responsible for orders shipped to incorrect addresses provided by the customer. Rouffenhaus reserves the right to cancel or retract a shipment at any time for any reason.

Missing or Damaged Items:
- In the unlikely event that your order arrives with missing items, please contact our customer support team immediately. We will work with you to resolve the issue promptly. If your items come damaged or defective, please fill out the return form and select damage/defective within 7 days of delivery.

If you have any questions or concerns regarding our shipping policy, please don't hesitate to contact our customer support team at customercare@rouffenhaus.com. We are here to assist you and ensure that you have a positive shopping experience.

Thank you for choosing us for your shopping needs!