How Do I Return My Order?Updated 6 months ago
US RETURNS
Please initiate your return through our returns portal here. Make sure to enter the full order number, ROKA-XXXXXX. Please select all components you are returning to ensure your refund is processed correctly.
At the end of this process, you will be generated a prepaid return label to put on the outside of the box and send right back to us.
See below for some helpful tips on packing your return item:
1) Place merchandise in the original packaging if possible, and place the generated return shipping label on top of the original shipping label.
2) Ensure all items are thoroughly dry, remove any sand or debris, and fold carefully to avoid unnecessary damage/wrinkles in shipment. If possible, include the original packaging.
3) Drop it at the corresponding carrier as listed on the prepaid return label that you will print out.
4) Make sure to note the tracking number for your return package in case there is a problem with transit or delivery.
Once your return is delivered, we will process your return within 5-7 business days! If you are returning a prescription order, please note that a small restocking fee will be deducted from your refund.
INTERNATIONAL THROUGH US SITE
If you are based outside the US and ordered from roka.com, you will need to ship your return to the address below. Please make sure to show your order number on the first line as shown.
ROKA - Returns (Order #######)
3700 Pinnacle Point Dr. Ste. 200
Dallas, TX 75211
PACKAGING INSTRUCTIONS
1) Place the merchandise in the original packaging. If you do not have the original packaging, similar packaging will do.
2) Ensure all items are thoroughly dry, remove any sand or debris, and fold carefully to avoid unnecessary damage/wrinkles in shipment.
3) Once you have dropped the return in the mail, please email [email protected] with the tracking number for the package. This will help our warehouse identify the return once it reaches our warehouse and ensure the refund is processed as quickly as possible.
Once we receive your return we will process your refund in 3-5 business days.
PLEASE NOTE: ROKA does not take responsibility for Duties, Taxes, and fees charged for returns.
EU RETURNS
Please return the products you would like to return using a trackable shipping method to the address below. Please make sure your order number is visible both inside and outside the package.
ROKA (Order #ROKA-######)
ROKA RETURNS DEPT
Redwood Fulfilment B.V.
Sikkel 17
3274 KK
Heinenoord
NETHERLANDS
See below for some helpful tips on packing your return item:
1) Place merchandise in original packaging with the completed return slip. If you're unable to ship in original packaging, that's okay.
2) Ensure all items are thoroughly dry, remove any sand or debris, and fold carefully to avoid unnecessary damage/wrinkles in shipment.
3) Once you have dropped the return in the mail, please reply to this email with the tracking number for the package. This will help our warehouse identify the return once it reaches our warehouse and ensure the refund is processed as quickly as possible.
Once your return is delivered, we will process your return within 7-10 business days.
PLEASE NOTE: ROKA does not take responsibility for Duties, Taxes, and fees charged for returns
UK RETURNS
Please use the included prepaid return shipping label to return your package to us. If you mistakenly threw away this return label, please email [email protected] for a new label.
See below for some helpful tips on packing your return item:
1) Place merchandise in the original packaging, and place the enclosed return shipping label on top of the original shipping label.
2) Ensure all items are thoroughly dry, remove any sand or debris, and fold carefully to avoid unnecessary damage/wrinkles in shipment. If possible, include the original packaging.
3) Make sure to note the tracking number for your return package in case there is a problem with transit or delivery.
Once your return is delivered, we will process your return within 7-10 business days.