Process a return

You have 14 calendar days from the receipt of your order to request a return.

1. Request your return

Email us at pedidos@rocioosorno.com with the subject line:

PRODUCT RETURN – [order number]

Please include your order number and the items you wish to return.

2. Prepare your order

Package the items properly to prevent damage during transport.

The items must retain their original tags and accessories, be in perfect condition, and show no signs of use. If they include a security tag, it must remain intact.

If you have the return form included with your order, please complete it and include it in the package to help us identify and process your return more quickly.

3. Send your return

You can send the package with the shipping company of your choice. We recommend using a service with a tracking number.

The return address is:

Rocío Osorno / ROCLUTEX, S.L.
Alameda de Santa Eufemia, 38
41940 Tomares, Seville
Spain
Tel. 622 795 759

The direct costs of the return shipment are borne by the customer, except in the case of a defective or incorrect product, or when ROCLUTEX, S.L. is legally obliged to cover them.

4. Receive your refund

Once we receive and inspect your return, we will send you an email confirmation and proceed to issue the refund using the same payment method used for the purchase, within the terms and deadlines established in our Exchange and Returns Policy.

Is your return from outside Spain?

Please email us first at pedidos@rocioosorno.com and we will instruct you on how to complete it correctly to avoid logistical or customs incidents.