Refund policy

Rochelli aims to ensure that its customers are always satisfied.
If you are not completely satisfied with your purchase, you may return it, if it is eligible for return.

To return an item, the following conditions must be met:

  • Returns must be made within 14 days from the delivery date, we will then arrange for your item to be collected. the Customer will bear the cost of the courier fee for the item to be collected and returned to our store. 
  • Returned items must be in the same condition that it was received. Unused, complete, and in its original packaging. You will also need the receipt or proof of purchase.
  • We do not offer refunds, returns, or exchanges due to wear and tear resulting from your use of the product. It is your responsibility to handle the product with care and prevent any damages.
  • In the event that you lose your purchased item, we do not replace it under any circumstances.
  • After 14 days of purchase, we cannot provide a refund or reimbursement due to the occurrence of issues such as discolouration resulting from normal wear, and other similar factors.
  • Customers will not be reimbursed for initial shipping charges, and they will be required to pay the courier fee for it to be collected from their location and returned to us.
  • The receipt or proof of purchase will be required when applying for a return as well as photo proof of the problem with the item.
  • We only offer refunds for regular-priced items, and not for discounted or sale items.
  • We do not provide any shoe or clothing fixing services.


Unfortunately, we cannot accept returns on sale items or gift cards.

To start a return, you can contact us at info@rochelli.co.za

Non-returnable items

All of our items will only be able to be returned if faulty, unused, in their original packaging, and if the inquiry for a return was sent within the 14-day grace period.

UNDERWEAR AND SOCKS

Please note that due to hygiene reasons, we are unable to accept returns or exchanges of underwear and socks.

All other items of clothing and/ or shoes

Refunds will only be issued in the case of a faulty item. If you are unsatisfied with your purchase, we offer store credit or a gift card. Please note that the customer will be responsible for the courier fee for both returns and exchanges. To be eligible for an exchange, the product must be returned in its original condition and packaging. IT MUST BE UNUSED.

Damages and issues

All of our stock items are thoroughly inspected before it is sent out to you! In the case that the item you have received is discoloured, defective, or if it is the wrong item, contact us immediately so that we can evaluate the issue and make it right. Photo proof will have to be sent forward as well as the proof of payment. We will then decide what to do further.

If we can see that it has been purposefully damaged, we will not return it. We do not offer refunds, returns, or exchanges due to wear and tear resulting from your use of the product. It is your responsibility to handle the product with care and prevent any damages. Returned items must be in the same condition that it was received. Unused, complete, and in its original packaging for hygiene purposes. 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

If you are not satisfied with your purchase and would prefer another product or a refund, we will arrange for collection by our courier. You will be responsible for paying for your own courier costs for returning your items and for the cost of courier for the exchange item. To be eligible for a refund, read the above conditions to be met. Please note that if a refund is issued, the cost of both the courier and the return courier will be deducted from the refunded amount.

Your goods are inspected for defects before shipment. Variance in goods does occur. If we miss something, and your goods are found to be defective upon receipt, this must be communicated with reference within 24 hours of taking delivery and we will replace the item (subject to stock availability). If the item is not in stock, this will be communicated to you and arrangements will be made for a refund. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. You’ll be automatically refunded on your original payment method within 10 business days if approved. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
However, if more than 14 business days have passed since we approved your return, please contact us at: info@rochelli.co.za