Process a return

We explain step-by-step how to make your return:

1. Log in.

Access our website and log in using the email address you used to place your order.

2. Select the item.

Once inside your account, go to your order and select the item you wish to return.

3. Request the return.

Click on “Request return” to start the process.

4. Indicate the reason.

Briefly write the reason for the return and complete the request.

5. Request under review.

Once submitted, your request will be pending review by our team.

When the return is accepted, you will receive an email with the return label and the necessary instructions to send it.

6. Shipping and receipt of the return.

Once the package is delivered to the courier, we will wait to receive it at our facilities.

When we receive the return, we will check the condition of the garment and verify that it meets our return conditions.

7. Refund.

Once the return is approved after review, we will proceed to issue the refund using the same payment method used for the purchase. €4.95 will be deducted from it.

You will receive an email confirmation once the refund has been processed.

To make returns from the Canary Islands, Ceuta, or Melilla, or from any country outside the European Union, it is necessary to contact our team in advance via our email address.

Our team will guide you through the steps to follow to correctly manage the return.

 

Shipments outside of Europe

If your order is outside the EU, please note that your country's customs office may charge you VAT, duties, and import fees. That amount will have to be paid upon receipt. If you decide not to accept that charge and the package is returned to us, we will have to deduct it from the corresponding refund.

 

 

Thank you for trusting Rocío Osorno.