Returns & Exchanges

RETURNS & EXCHANGES

*BEFORE PURCHASING: Please enter your information correctly . If they are wrong and the parcel service returns the package to us, you must be responsible for paying for 2 shipments. The one they charged us for returning the package and the new shipment to your house. If you no longer want this product, we will subtract it from the return.

Exchanges and returns are handled on Mondays . Don't worry if you have sent an email and it takes us a while to respond, as long as it is requested within 14 days there is no problem, even if we process it a few days later :)

ATTENTION: for BLACK FRIDAY AND CHRISTMAS, changes can be made until January 15, 2024. So that you can give gifts without problems .

The garments can be exchanged for others or change size or color. In case you don't find anything you like and it is outside of 14 days after placing the order, you will be issued a voucher with no expiration date so you can use it whenever you want.

Exchanges are FREE up to two times.

The entire exchange and return process is specified here👇🏼

Send us an email to info@rocamood.com with the following information:

- Order number.

- Garments to exchange or return.

Are you not sure about your purchase or does it not feel good to you? You have 14 days to decide :) You can return any product from our online store except those made to measure or altered, those from outlets and those from Instagram sales. To help us continue improving, we appreciate you letting us know the reason for the return.

When can you make an exchange/return?

• The product is in poor condition.
• You have chosen the wrong size and want to exchange it for another.
• The product is not what you expected and you want to exchange it for another or return it.

In any case, it is essential that the products are in perfect condition and without obvious signs of use.

How do I make the exchange/return?

• It is mandatory to inform by email of the exchange/return process to info@rocamood.com and for us to do the management (in case this email does not exist within the indicated dates and you have sent the package on your own, we will contact you so that you pick it up back from our facilities and you must take care of paying for it).
• Once the request is accepted, we will send you the corresponding label so that you can leave the package at any Post Office within the following 7 calendar days ( if that period passes, we will consider that you do not wish to return or exchange the garment/s, so it is not necessary for you to send it out of date since we will not receive it and you will have to take care of the return shipment. In this case, the amount will not be refunded and you must arrange its collection ).
• In the event that the package does not come with our label and suffers any delay, deterioration or loss, we will not be responsible.
• If you have made the payment through PAYPAL, €3 will be subtracted from the return refund since the company does not return the commission.

First size change: Both return and outward shipping of the new selection of garments is completely free.

Second size change or Return: We will subtract €5 from the product refund. If 3 or more items are returned, €5 per item will be subtracted.

Refund: When we receive the package and verify its correct condition, we will proceed to refund the amount through the same payment method with which you made the purchase. If you want to exchange a product for a different one of a different amount, the difference will be paid or charged in the same way. This return may take up to 21 days and expressly depends on the payment gateway, not Roca Mood.