Provide us with your order number, the name on your order and a detailed question and we will get back to you. If you send an email that just says " I have a question about my order"....those get put to the bottom of the list because we can't help you if we don't know how.
Yes we do. We offer USPS, DHL, and UPS. If you are in Canada USPS is a good economic option. If you are "Over Seas" we DO NOT RECOMMEND USPS. Delivery in some cases has taken over 4 weeks. Once it leaves the United States we have no control over the package, where it is and when it will arrive. You might save a few dollars, but there are cases where you will have to wait and there is no updated tracking. Use DHL or UPS and you will be much happier and get your order in days.
Orders will ship in 24-48 hours from order time and date. Mail does not deliver on Sundays or holidays and we do not have control over that. If you place an order with 2-3 day priority.....the 2-3 days is from when the order is sent...not the day you place the order.
You have 14 days from the date of your purchase to send back your unused, unwashed, clean item for a refund. Once your return is inspected and accepted, a credit will automatically be applied to the original method of payment. If your item cannot be re-stocked, the refund will be rejected and sent back.
Contact us and tell us what we did wrong or what is wrong with the item you received. We will send you a shipping label so you can send it back for an exchange or in some cases we will refund the purchase.
Allowing 3 - 5 business days for Rouen to process your refund to the original form of payment. You will be sent an email once we have processed the refund. You will need to contact your financial institution to determine when they will credit back your account.
1) You didn't complete your purchase.
2) Confirmation notices went into your spam.
3) You messed up and didn't enter your email correctly.
No. All sale items are final. This excludes if we send you the wrong size or a defective item.
Yes. If you are sending us back an item for a refund or an exchange, you are responsible for shipping charges. In most cases, we will cover the shipping back to you.
Monday through Friday orders will ship within 24 hours. Orders placed after 3 pm on Friday will be shipped out the following non-holiday business day.
We have the same tracking information that you have. Rouen considers orders delivered when we receive confirmation for the carrier selected at checkout. Rouen cannot be responsible for orders that have been shown by the carrier as delivered. You will need to contact the carrier directly to file a missing item report.