Shipping & Returns
Shipping
Rocca Club is a Portuguese brand based in Lisbon and all pieces are handmade in small quantities. If the product you order is in stock it will be shipped within a 2 day period after the purchase by our partner CTT Expresso. We are a small team and delays can happen, we appreciate your patience.
As soon as your purchase leaves our facilities, you will receive a tracking number. It can take up to a few hours to appear in the system. If you don't receive your product within the estimated time, please get in touch through the “contact us” tab. Please inform us of your order number in the message field.
We do not offer pre-paid duties and taxes so please be aware if your shipping address is non-eu it could incur customs charges.
Exchanges
To exchange an online purchase, please follow the steps below:
Step one
If you wish to exchange any item bought at Rocca Club, please contact us by email claudia@theroccaclub.com within 7 days after receiving the goods. In the email subject please indicate the order number. Please note that we will only accept exchanges or returns of products that are still in the original conditions.
Step two
The costs of shipping the items back will be beard by the costumer and Rocca Club will not be responsible for eventual losses in this process. If the goods are lost in the process no exchanges or returns will be placed. to be safe, the package should be sent by registered mail to our address that will be provided by email. Rocca Club will not pay any taxes or customs fees for the returning items. However, we will support the cost od postage in case of an error made by us (mistaken or damaged product).
Step three
The customer must inform us by email which new product / colour / size wishes to exchange for. The exchange timings are the following:
- If the product you wish to exchange your purchase for is in stock by the time your package arrives at our facilities the exchange will be processed within 5 working days. You will receive a shipping confirmation with your new tracking number by email as soon as it leaves our facilities.
- If the product you desire is out of stock by the time your package arrives at our facilities the exchange will be processed as soon as we get the item back in stock. All exchanges have stock priority.
- When out of stock, the timing depends on the production line that can take up to 15 working days, if delays don't happen. You will receive a shipping confirmation with your new tracking number by email as soon as it leaves our facilities.
Returns
To exchange an online purchase, please follow the steps below:
Step one
If you wish to return any item bought at Rocca Club, please contact us by email claudia@theroccaclub.com within 7 days after receiving the goods. In the email subject please indicate the order number. Please note that we will only accept exchanges or returns of products that are still in the original conditions.
Step two
The costs of shipping the items back will be beard by the costumer and Rocca Club will not be responsible for eventual losses in this process. If the goods are lost in the process no exchanges or returns will be placed. To be safe, the package should be sent by registered mail to our address that will be provided by email. Rocca Club will not pay any taxes or customs fees for the returning items. However, we will support the cost of postage in case of an error made by us (mistaken or damaged product).
The money will be returned in the same payment method you have used in a maximum of 30 days.*
*if the product was shipped under a free shipping campaign, please be advised that we will keep the shipping cost when processing the refund. Please check the shipping costs above.
