Shipping & Returns Information
We’re an own brand store and marketplace for independent brands. When you shop with us, it’s one checkout process, no matter how many brands you buy from.
All orders are shipped directly by the brand that designed and created it or directly from R&S HQ.
Once you've placed...
Once you’ve placed an order you will receive an order notification letting you know we have received your order.
Please note shipping dispatch time can vary from 3-7 working days.
You will receive an email with any relevant tracking information once your order has left.
Shipping Rates
UK STANDARD SHIPPING - £4.50
EU STANDARD SHIPPING - £8.00
USA / ROW SHIPPING - £12.00
Sustainable Packaging
As an effort to play our part in recycling and being sustainable, Roque and Soul will re-use packaging materials that they have available and if they are suitable. The quality of the goods inside don’t change but if we can use an old box to ship your goods, we will :)
Returns Policy
We hope you are as in love with your items as we are, but if you’re not fully happy, you need to let us know within 14 days of receiving the items beginning on the day after your order is received
If you've decided you wish to return your item - please click HERE to submit a new returns form
Please note; items purchased from independent brands may need to be returned individually to those brands, return details should have been enclosed with your item but if for any reason you are unsure, please contact us before posting.
Once that’s done, please post the item back to the correct address, ensuring they arrive within the 14days. We recommend using a tracked postage service and for you to hang onto your receipt until your returned funds have cleared. Roque & Soul are not responsible for any returns parcels lost in transit.
All items must be returned, unused / unworn and in their original, undamaged packaging with any tags still attached.
When trying on clothing please check that you’re not wearing any deodorant, makeup, tan or perfume that may leave a mark or scent.
Any items that are received back which are not in a resalable condition will be returned to you and a refund shall not be granted.
Refunds are processed within 5-7 business days of receipt and you will receive confirmation of your refund via email.
We do not refund shipping charges
Please note that refunds can only be issued back to your original payment method.
If you need any help shout us at info@roqueandsoul.com
The following items are non-refundable
All Ex-wardrobe items (these are hugely discounted and sold as seen)
Where you notify us outside the returns period to return your order. If you want to return something, you must tell us within 14 days of receiving the items (beginning on the day after your order is received).
Returns received in damaged or worn condition. You have a legal obligation to take reasonable care of the items while in your possession. If you fail to comply with this obligation, we and/or the brand have a right to deduct the cost of any deterioration (due, for example, to your having used the items) up to the price of the items from the refund to which you are otherwise entitled.
Personalised items, unless faulty.
Free gifts.
Taxes and duties on international orders
All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer (even if you refuse any shipments upon delivery). If you order items for delivery outside the United Kingdom, they may be opened and inspected by customs authorities and may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
All our brands comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us at info@roqueandsoul.com.