Refund & Returns Policy
Updated
We stand behind every piece we authenticate and sell. If something isn’t right, our team will make it right—fast.
- 14-day refunds, 30-day store credit window
- Unworn items with tamper seal & tags intact
- Fast processing: typically 2 business days
Return eligibility checker
Overview
Returns are accepted for eligible items purchased on etiennederocher.com. We offer a 14-day refund window and a 30-day store credit window from the date your order shows as delivered. Items must be unworn, unwashed, in original condition, and returned with our tamper seal and all manufacturer tags intact.
All returns are re-verified by our team for authenticity, condition, and completeness. Processing is typically completed within two business days of arrival to our facility.
Eligibility Requirements
Eligible for return
- Unworn apparel with all tags and our tamper seal intact
- Footwear tried on indoors only, with original packaging
- Accessories in original packaging, unused
- Orders within 14 days (refund) or 30 days (store credit)
Not eligible
- Items with removed tags or broken tamper seal
- Worn, washed, altered, or stained items
- Underwear, socks, face coverings for hygiene reasons
- Final sale, clearance, “Archive” marked as final sale
- Gift cards and store credit purchases
Note: Sets must be returned complete (e.g., laces, buttons, accessories, packaging). Missing components may reduce the refund or lead to rejection.
How to Start a Return
- Locate your order number and email address used at checkout.
- Contact us at [email protected] with the subject “Return Request – [Order #]”.
- We’ll reply with an RMA number and step-by-step instructions. U.S. customers may receive a prepaid label (see fees below).
- Pack securely. Include the RMA slip inside the box and write the RMA on the outer label. Avoid taping directly on branded boxes.
- Drop off the package within 7 days of RMA approval.
Return Address
Etienne De Rocher Returns — RMA #[Your Number]742 Fashion Avenue, Suite 205
New York, NY 10018, USA
Exchanges
We offer one-time size exchanges for domestic orders when inventory allows. Start the exchange request within 14 days of delivery. If the requested size is unavailable, we’ll proceed with a refund or store credit based on your window eligibility.
- Domestic exchanges: label provided; outbound replacement shipping is free.
- International exchanges: customer arranges return shipping; replacement ships at standard international rates.
Refunds & Processing Timeline
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0–1 business day
Return arrives and is queued for inspection.
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1–2 business days
Verification of condition, tags, tamper seal, and completeness.
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Same day after approval
Refund issued to original payment method or store credit created.
-
Bank timelines
Banks and payment providers may take 3–7 business days to post funds.
For partial returns from multi-item orders, shipping paid at checkout is non-refundable unless the order is fully returned.
Return Fees & Shipping
United States
- $9.95 flat return label, deducted from refund
- Free return label when choosing store credit
- Exchanges: label provided free for approved size swaps
International
- Customers arrange and pay for return shipping
- Mark the shipment as “returned goods” to avoid import fees
- Duties and taxes are non-refundable through us; check with your local customs office
If original branded packaging is missing or substantially damaged, we may deduct a reasonable reboxing fee (up to 10%).
International Returns
We accept international returns that meet our eligibility criteria. Use a tracked, insured service and share tracking with our team. Any inbound customs charges we incur for an international return may be deducted from the refund.
Damaged, Defective, or Incorrect Items
Contact us within 7 days of delivery with photos of the item, packaging, and the shipping label. Once verified, we’ll provide a prepaid return label and prioritize a replacement, exchange, or full refund.
- Report within 7 days of delivery
- Include photos and your order number
- Do not remove tags or tamper seal
Special Cases
- Holiday orders: purchases from Nov 1–Dec 31 qualify for an extended return window until Jan 15 for store credit; 14-day refund window still applies.
- Pre-owned items: follow the same return windows; items must be returned in the delivered condition with our seal intact.
- Price adjustments: we do not offer price adjustments on past orders.
- Bundles: must be returned complete to be eligible.
Returns FAQ
How long do I have to request a return?
Request within 14 days of delivery for a refund or 30 days for store credit.
Can I return an item after removing the tamper seal?
No. Items with a broken or removed tamper seal are not eligible for return.
When will I get my money back?
We typically process approved returns within two business days of arrival. Your bank may take an additional 3–7 business days to post funds.
Do you provide return labels?
Yes, for U.S. orders we offer a $9.95 prepaid label (deducted from refund) or free when choosing store credit. International customers arrange return shipping.
Are sale items returnable?
Items marked final sale are not returnable. Non-final sale markdowns follow the standard policy.
Need help with a return?
Our service team is here to help with sizing, exchanges, or tracking your return.