Customer Service & Returns
- General Inquiries
- Please contact
firstname.lastname@example.org or call 804.288.3699 with any questions, concerns about your order or help from an in-store stylist when making your purchase.
- Returns on Non-Sale Items
- Roan will exchange or refund non-sale items received back to Roan within 10 days of order date. All goods must be unworn and in original condition with all garment tags still attached. Merchandise returned without original tags will not be accepted. Shoes will be accepted only if returned in their original, undamaged shoe box, as this is considered part of the product.
All merchandise is quality-inspected prior to shipment. If you find a product to be defective, please notify our returns department (
email@example.com) as soon as possible. All returns are to be registered with our returns department. Please note that returns will not be accepted without a return authorization number, which is to be requested within 7 days of delivery. A return authorization is issued solely as a preliminary return management measure. A return authorization does not guarantee that the return will be accepted if the merchandise is found to be damaged, missing tags, or otherwise not in original condition. If you are returning a product due to defect, please include this information when requesting a Return Authorization.
We recommend that you use the original packaging provided to ensure that the merchandise is adequately protected while in transit. A prepaid UPS shipping label will be provided for your convenience. No postage required upfront. A $10 return shipping fee will be deducted from your final refund.
- Returns on Sale Items
- Sale items are eligible for store credit only. Sale items must be received back to Roan within 10 days of order date, and follow the same qualifications as returns on non-sale items. All merchandise discounted by 50% or more is considered final sale, and not returnable for refund or store credit.
- International Returns
- Due to the sometimes lengthy delivery and customs clearance time, we must require a that return request be made within 48 hours of delivery. International returns must be received within 7 days from the return request date. International return shipping fees are the responsibility of the customer. We suggest insurance for the full value of the merchandise, as well as a required signature and delivery confirmation and/ or order tracking. Roan is unable to accept responsibility for merchandise lost or damaged in transit.
- Returns Shipping Address
- Please return merchandise to:
3142 W Cary St.
Richmond, VA 23221
Please contact firstname.lastname@example.org or call 804.288.3699 with any questions or concerns.
- Order Changes and Cancellations
- Roan is not able to alter or cancel orders once they have been placed. Refused packages are subject to a restocking fee.