Returns & Refunds
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Risk-Free Purchase at ROUCHE
At ROUCHE, we know that fragrance is personal, and every individual has unique preferences and sensitivities. Finding the right scent should feel effortless and risk-free, and we’re here to make that happen.
How It Works:
With every full-size perfume you purchase from our online store, we’ll include a free matching sample. Try the sample first, and if it’s not quite what you’re looking for, you can return the unopened bottle for a refund or exchange it for another fragrance.
Easy Returns:
If you'd like to start a return, simply contact our customer service team at info@rouche.com.au.
We’ll help guide you through the return process and provide a return label. Please note, a $7 non-refundable fee will be deducted from the refund, and you can keep the 2ml sample.
RETURN CONDITIONS
All individual samples and sample sets are non-refundable, non-returnable and final sale.
All 50ml fragrances in sellable conditions are eligible for return within 14 business days from delivery date and are subject to inspection.
In order for the returned product to be considered in "sellable condition," the product must be unused with all parts of the product and its packaging (caps, brand boxes, pamphlets, etc) intact and included.
We will not accept the return or replacement of products whose boxes/packaging are ripped, creased, crushed, or missing; or if any significant amount of fragrance is used.
Returns that do not meet our Return Conditions will be deemed unacceptable and result in store credit.
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For defective, damaged products, please contact Customer Service immediately at the contact details below to arrange a refund or exchange.
Similarly, should your order be marked as "delivered" by the carrier but is not received, or if it appears to be missing items upon arrival, please contact Customer Service immediately. If we determine your order to be lost, undelivered, or incomplete, we will send you a replacement or the missing items. By agreeing to receive this replacement or the missing items, you are waiving your rights to a monetary refund should you decide to return this replacement item or items. Store credit will be issued instead.
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We will issue a refund/replacement once the returned item is received, granted that it is in its original, sellable condition (please see the Returns Condition section for more information). Refunds will be credited to the original method of payment you made on our website.
Damaged or unacceptable returns may result in store credit.
Any return requests made after 14 business days from delivery date will not be refunded.
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You can access your return shipping label once you submit your return request with us by emailing info@rouche.com.au
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Unfortunately, we do not accept returns on any orders sent as gifts.
Product, Quality and Formulas
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Yes! Our products are vegan, cruelty-free and made without any animal products or byproducts.
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We take safety seriously. That's why all of our fragrances meet the rigorous standards set by the International Fragrance Association (IFRA). These guidelines ensure that only safe ingredients make it into our scents, with anything toxic, carcinogenic, or harmful being banned or restricted. By following IFRA’s code of practice, we make sure our fragrances are not only beautiful but also safe for both you and the environment.
Shipping & Delivery
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We ship Australia-wide. We are working hard to expand our shipping capability!
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Free Standard Shipping: Available for orders $60+
Flat Rate Shipping: $7 for orders under $60.
Express Shipping: $10 for express post. Please note, express shipping orders are still subject to our standard processing time.
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Orders usually take up to 3 business days for us to process and ship to you. Please note that we only process orders on business days only. Orders placed during the weekend will be processed on the next 3 business days.
Depending on your location, your order will arrive within 2-7 business days from the dispatch date under the current circumstances. This advice excludes remote and regional destinations such as WA and NT, which will naturally require more shipping time than the other states and capital cities.
The above times are provided as a guide only and are subject to variable scenarios and unforeseen circumstances. Please allow additional delivery times during peak periods.
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Due to our fulfillment and ordering process, shipping addresses cannot be changed once the order has been processed, but we will do everything we can to try! If you need to update the shipping address on your order, email us at info@rouche.com.au as soon as possible.
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Once you've placed an order, you'll receive a confirmation email with your order details. A follow-up email with tracking information will be sent when your order ships.
We cannot guarantee order modifications, address changes, or cancellations once an order has been placed. Please note, we do not take responsibility for any stolen or lost packages. It is the customer's responsibility to track the parcel to avoid any missed delivery or disappointments alike.