We guarantee our product quality and customer service to meet your requirement. Before returning items to us, please read carefully the following instructions below. You can also call our Customer Service Center for support, our professional customer service representatives will be glad to help you. Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.
Please be advised that package returns without our prior approval may halt or delay your return. If you neither follow our instructions nor return the package to our specified address, ROCCA takes no responsibility for package refusal, lost or damage caused as a result.
No Refund Policy
- Dresses are not in their original condition - worn, washed, altered, damaged and without tags;
- For wrong size measurement and color selection caused by customer during purchasing, we will not be responsible for refund;
- If the size error is within approximately 1" in either direction of specified measurements, the dress is deemed as correct size and with no refund;
- If the color difference of product is caused by your display monitor, the dress cannot be accepted for refund;
- For defective items caused by shipping company, we will not be responsible for refund.
Return or Exchange Policy
1. Contact with Customer Service Centre
- If you wish to return or exchange any or all parts of your order, you will need to contact our Customer Service Centre within 2 business days (from the date products were delivered).
2. Get your ‘Package Return or Exchange Confirmation Number’
- Customer Service Centre will issue the ‘The Package Return or Exchange Confirmation Number’ after confirmation. Product Return or Exchange form must be included with your return package. (‘Product Return or Exchange form’ can be obtained from our customer service representative.)
3. Shipping Duration for Return or Exchange Issue
- Return or Exchange items must be received within 14 days after the issuance of 'Package Return Confirmation Number’. Items received after 14 days will be classified as unacceptable and not refunded.
4. Shipping Cost Issue for Return Items
- Shipping Cost for Return Items: Customers are responsible for the shipping cost of the returned items and they should take up the insurance at own cost.
- Shipping Option of Return or Exchange Items: When sending a return, it is recommended that you use a parcel service such EMS, UPS or DHL that offers a tracking method. If you do not use a courier that offers a way to track the package or offers a return receipt request, our company cannot be held responsible for non-receipt of the return goods.
5. Refund / Exchange Issue
- We can only Refund or Exchange after receiving the returned item.
- If our staff finds that the product is defective as described, you will receive a refund for the purchase price plus shipping cost within 14 working days.
- If our staff finds that the product is defective as described and you still want to exchange new product, we will re-tailor your dress and ship back to you within the normal working days. All costs will be borne by us.
- If we find that the product is not defective in any way or has been misused, then the product will be shipped back to you with no refund.
Size Errors: (Please be aware that due to the nature of the handwork required, the finished dress may vary approximately 1" in either direction of specified measurements.)
- All dresses are made or come with margins for altering and tailoring. If the dress size did not arrive in the specification as one ordered, one can choose to make the adjustments at a local tailor, in which case we will reimburse the tailoring costs as long as the costs does not exceed the original price of the dress by 20%. If the tailoring costs exceed the original price of the dress by 20%, we will reimburse only up to the amount equal to 20% of the dress's original cost.
- If you want our company to provide ‘modification service’, you can send back the dress. We will modify the dress within 14 working days.
- If our staff finds that the product has size errors as described and you don’t accept ‘our modification service’, you will receive a refund for the purchase price within 14 working days. (Please Note: Shipping costs are not refundable.)
- If our staff finds that the color of the product received is not what was ordered. You will receive a refund for the purchase price plus shipping cost within 14 working days. (Note: This does not apply if the color difference is caused by your display monitor)
- If our staff finds that the color is error as described and you still want to exchange new product, we will re-tailor your dress within the normal working days and be responsible for all costs.
- For mis-shipped products (item shipped was not item ordered), once confirmed, you will receive a refund for the purchase price plus shipping cost within 14 working days.
- For mis-shipped products (item shipped was not item ordered), and you still want your order, we will be glad to re-tailor your dress within the normal working days and responsible for all costs.
Cancelling Orders (Before delivery)
- 1. All dress orders canceled within 24 hours of purchase will be eligible for a full refund.
- 2. All dress order canceled after 24 hours of purchase will be eligible for 25% partial refund.