Refund policy

Return of Small Items

We are happy to exchange or refund small items within 14 days of your purchase, as long as the returned item is unused, in the same condition as you received it and in its original packaging. 

Please mark your parcel or envelop ‘RETURN’ on the label, include the receipt (or copy receipt) or other proof of purchase with your item, together with a brief reason for the return/exchange, and post your return to:

ROUGE
158 Stoke Newington High Street
London, N16 7JL

Please note that shipping costs are non-refundable and that you will have to pay for the shipping cost of returning any item that you wish to exchange or want a refund on, except for faulty and/or damaged items or incomplete orders.

Please note that the following items are non-returnable:

-items that are not in their original condition or their packaging is not in its original condition, are damaged or incomplete, where the damage or loss did not occur during the manufacturing, packing or delivery process
-products intended for intimate use, such as earrings
-gift vouchers

Faulty, Damaged or Incomplete Items

We take care to check all items when we fulfil your order. However, if you still receive a faulty, damaged or incomplete item, please notify us as soon as possible to arrange an exchange or refund.

Return of Furniture

We are happy to exchange or refund furniture within 14 days of delivery, as long as the returned item is in the same condition as you received it. For furniture or large items, please notify us as soon as possible, so we can arrange for pick-up by our courier.

Shipping costs are non-refundable and you are responsible for paying the shipping costs of returning any item of furniture that you wish to exchange or want a refund on, except for faulty and/or damaged items or incomplete orders. If an item is faulty or damaged or an order incomplete, this needs to be stated when you sign for your delivery. If you decide to return an item of furniture at the time of delivery the cost would be 50% of the original shipping cost of that item. If the courier has to arrange to pick up your return item, the cost will be 150% of the original shipping cost of that item.

Refunds


Once we have received and checked your returned item, we will send you an email to notify you that we have received it and whether you are due a refund. If so, we will credit your debit or credit card, or PayPal account, within the next two working days.

Refunds to debit or credit cards usually take one or two days to appear on your account. Refunds to PayPal may take up to 15 days and are subject to PayPal’s own refund regulations.

If you do not receive a refund within the expected time frame, please initially contact either your bank for debit card payment, or your credit card company for credit card payments.

If you have contacted your bank and credit card company and you still have not received your refund, please call us on +44 (0) 207 275 0887 (Wednesday - Saturday 11.00 am - 5:30 pm, Sunday 12pm - 5pm) or email lei@rouge-shop.co.uk and we will check the status of the refund for you.

Sale Items

Sale items are non-refundable and cannot be exchanged.

 

If you have any questions concerning delivery, returns or refunds, please call us on +44 (0) 207 275 0887 (Wednesday - Saturday 11.00 am - 5.30 pm, Sunday 12pm - 5pm) or email lei@rouge-shop.co.uk. We will do our best to assist you.