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Return & Exchange Policy Summary

Domestic United States Purchases

  • You have a window of 14 days from the delivery date to initiate your free return or exchange. You can either opt for a refund to your original form of payment or exchange the item for a different version.

  • Returns and exchanges are valid for orders placed within the US only

  • We will provide a prepaid, insured label for your convenience. After receiving the label, you have 5 days to have your package scanned up by the carrier.

  • Upon receipt of your return, we will inspect your item within 5 business days.

  • Merchandise that has been worn, used, or altered in any way will not be accepted for store credit or exchange.
  • Final sale items such as personalized pieces, bespoke pieces, bridal items, and other products marked as such on the product page cannot be returned or exchanged.
  • If you would like to initiate a return or exchange, please send us an email at hello@roen.nyc with your order number and the reason for your return.

International Purchases

  • Unfortunately at this time, we cannot accept returns for international orders except in the case of defects.
  • If you would like to chat with our team about an order issue, please send us an email at hello@roen.nyc with your order number

Return Window

  • If you change your mind within 14 days of receiving your delivery, we are here to help.
  • You can request a refund or choose to exchange the item for a different size or color. We cannot accept any returns or exchanges after this 14-day window.
  • Once a return is initiated and the label is created, the package must be scanned within 5 days.
  • To ensure the safety of your item, we require that returns be shipped back to us using our provided shipping service.

  • Once we have received your return back, we will process it within five (5) business days.
  • Your item must be sent with all tags attached, unaltered and the item must be in brand new, unworn, salable condition.
  • Upon approval, we will email you to confirm your refund to original form of payment, ship out in stock exchange items, or begin production on your new item. 

Exclusions

Unfortunately, we cannot accept returns or exchanges on:

  • international orders shipped outside of the United States
  • bridal pieces
  • personalized items
  • sale items that have been marked down
  • select made-to-order pieces.
  • All custom orders are also final sale.
  • If an item is considered final sale, it will be clearly marked on our site.

Orders sent back to ROEN without approval are subject to additional fees and the order may be returned at the customer’s expense. 

Exchanges

  • In-stock items will be held until we receive and approve your exchange.
  • Please note that lead times on made-to-order pieces will not begin until your exchange is processed.
  • If your exchange item does not adhere to our guidelines listed below, ROEN reserves the right to deny an exchange and ship the item back, at the customer’s expense.

Gift Exchanges

  • If you are exchanging an item that was given as a gift, the amount paid for the item will be issued as a gift card for use on our site.
  • Promo codes are not transferable.

Return Eligibility & Guidelines

To be eligible for a return or exchange, the item must be:

  • Returned from within the United States
  • All pieces that are eligible for a return or exchange must be sent with:
    • all original packaging, unaltered
    • the item(s) must be in brand new, unworn, sellable condition.

Shipping Requirements

  • Our insured shipping label must be used and the item must be sent back within 5 days of initiating your exchange.
  • If an order is sent to us using an alternate shipping service, we will not accept liability and cannot be held responsible for lost packages, as a result. 
  • Please use our insured shipping label and send the item back within 5 days of initiating your exchange.
  • ROEN will not be held responsible for lost packages if an alternate shipping service is used.
  • Please also secure the item in its original packaging and avoid using large or oversized boxes, as this may result in additional shipping fees being charged.

Approval

For your return to be approved, you must adhere to our conditions below. ROEN reserves the right not to accept an item if any of the below conditions are not met, and the item will be sent back at the customer’s expense.  

  • Your item must be sent with all original packaging, unaltered and the item must be in brand new, unworn, salable condition

    Return Process Steps

    Here's how to initiate your return or exchange:

    1. Email us at hello@roen.nyc and let us know if you want a refund or an exchange for a different size or color.

    2. You will receive an email with a link to print your return label.

    3. All returns must be scanned in at a carrier location within 5 days of receiving your label.

    4. Our team will inspect your return within 5 business days, and if approved, we will process your refund (please allow up to 5 business days to see it in your account), send out your exchange item, or begin production on your new item.