We want you to have a smooth and enjoyable shopping experience with us. Please take a moment to read our return and refund policy so you know what to expect when placing an order.
a. Return Timeframe
If you need to return an item, you may request a return within 30 days of receiving your order.
Unfortunately, once this period has passed, we are unable to offer a refund or exchange.
b. Return Conditions
To be eligible for a return, items must be:
- Unused
- In the same condition as received
- In their original packaging
For products where hygiene is important, items must be properly cleaned before starting the return process.
c. Non-Returnable Items
For hygiene and safety reasons, some items cannot be returned, including:
- Underwear
- Lingerie
- Tights
- Certain skincare products
In addition, items that are considered final sale (50% and above off) cannot be refunded, exchanged, or returned (including for sizing or color concerns).
d. Return Authorization
Can I return my product without contacting you first?
No. Please get in touch with us before returning any item.
The return address may differ from the address from which your original order was shipped. Our customer service team will provide you with the correct return address and instructions.
If you wish to return an item, please contact us first at: ontact.support@roxysstore.com.
Returns sent without prior authorization will not be accepted.
d. How to Start a Return
If you would like to return an item, please email contact.support@roxysstore.com with the following information:
- Your order number
- The reason for the return
- Photo/s of the item or a short video (if it arrived damaged or the wrong product was sent)
- Your contact information
Our team will guide you through the next steps.
e. Return Shipping
Please note:
Customers are responsible for return shipping costs.
Returns must be shipped to our return facility in China, except for Jewelry items.
For your protection, we strongly recommend using a tracked shipping service, as we cannot be responsible for returns lost during transit.