Returns & Refunds

Returns

You can return an item purchased on www.rokhz.com free of charge within 14 days of delivery.

You will have 14 days from the date of delivery to follow the return instructions and book a courier collection. Please be assured you do not need to have the product(s) back to us within this time, this is simply the timeframe within which to book a collection online. If you have any trouble booking a collection within the 14 day timeframe, please contact us.

We can only accept returns where the shoes are in perfect condition. To avoid marking the soles, we kindly ask you to try the shoes on a clean and dry carpeted surface.

Once we have received your return and we are satisfied it is in perfect condition, we will refund the original payment card within 14 days. Where we cannot accept your return, we will contact you.

If you believe you have received an order in an unsatisfactory condition, please contact us as soon as possible.

Book a return

Go to our Create a Return section and follow the requirements for make a return.

If you have any questions, please contact info@rokhz.com Any rights you have under law that cannot be limited or excluded remain unaffected.

Prepare your parcel

Remove any original shipping labels and attach the pre-paid return label which was sent with your order to the outside of the box. Seal your box before handing to the courier.

If you’d like to track your return on the courier’s site whilst it’s on its way back, make a note of the tracking number on the label.

Make sure that all the items you wish to return from your order arrive back with us together in one parcel, so we can process your exchange or refund as quickly as possible.

Wait to hear from us

Once we’ve received and completed your exchange or refund, we’ll send you an email to update you.

We aim to process your return within 5 working days of receiving your order. However, during busier periods it may take slightly longer.

Important Information

To ensure your return is covered by our complimentary returns policy, please send it back from the same destination it was delivered to. Should you choose to send your purchase back from an alternate location, and use a different courier:

• You’ll be responsible for any additional charges
• Your return may be delayed if held at customs
• We’ll be unable to issue a refund if your purchase isn’t sent back to us at the original location

Our requirements

We are unable to process any return or repair without:

• your name, address and contact details;
• proof of purchase or order number; and
• inspecting the item first.

If you change your mind and wish to return an item, you must do so within 14 days of purchase, it must be in perfect condition and in undamaged original packaging with the original sales receipt.

We cannot accept responsibility for, or return, any item that has been repaired or altered by a third party. We are also unable to accept returns of customized items or special orders.

Please note, we use your personal data (your name, address and contact details) to process and deal with your return or repair. We may store details to track any recurring requests.

Personal data is managed and handled in accordance with our privacy policy.

Receiving a refund

You can choose to receive your refund either as store credit to your account on ROKHZ.com or back to the original payment method. Your refund will exclude the initial delivery cost.

Please note that the refund time frame may vary depending on the payment method and processing times between payment providers:

• CREDIT CARD: Our bank will credit your account within 10 working days of receipt of your items
• PAYPAL: Your refund will be visible in your PayPal account within 24 hours of your refund email being sent

All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, custom duties and sales taxes are non-refundable on both refunds and exchanges.

Warranty and repairs

It is our intention to provide beautiful products and ensure their longevity and durability. However, as all our products are hand-made, they may contain small imperfections and all our crystals are 100% natural and will vary in size, shape and colour.

Where an item has a manufacturing fault we may be able to offer you a repair or replacement depending on the circumstances.

Please contact info@rokhz.com with your contact details, proof of purchase and images of the items so we can assist you further.

For purchases made at www.rokhz.com we are pleased to offer a warranty on items for 6 months from the date of purchase.

If your item is covered by our warranty, we will assess whether a repair or replacement is most appropriate. This policy covers manufacturing faults and imperfections but does not cover damage due to wear and tear or accidental damage.

Alterations or repairs not carried out by us will void this warranty as we cannot be responsible for any attempted repair, alteration or customization.