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Return Policy

You may return your online purchase for a full refund (less shipping), for any reason, within 5 days of the date you receive it. Please contact us for any reason regarding you return. 

·    You must email your return request to concierge@roughwood.luxury.  You will receive an authorization email with instructions on returning your purchase. As well a printable pre-paid mailing label. 

·    Shipping, custom & special orders, and other special fees are not refundable. 

·    Items must still have all tags attached and unaltered or it is not returnable.

·    Items which has been worn, damaged, or altered, and is not in the original condition, are not returnable.

·    Please be sure that the information you give us about your sizing is accurate. Special orders are not returnable.

 

Returning the merchandise – Items should be returned in the original packaging and with the tags still attached.

Include a copy of your original sales receipt - All returns must be accompanied with a copy of original sales receipt issued to you by ROUGHWOOD. Returns shipped without the receipt will require extra time to process and ROUGHWOOD may need additional days to process your return.  All returns should be processed within 5-7 business days of receiving the goods back at our distribution center.

 

Packaging your return - Use a strong shipping box with adequate padding in the box to prevent damage to the contents. Double boxing is safest.

 

Ship Your Package - Ship Your return to the following address:

 

Roughwood, LLC

P.O Box 1341

Center Harbor, NH

03226

 

Upon acceptance of the returned merchandise Roughwood will issue a refund to You within ten (10) business days. Your credit card company may require additional time to process the refund to Your account. We ask that You follow each of the steps to process your return efficiently and correctly.  

 

If You Receive Damaged Merchandise - If you receive merchandise that has been damaged during shipping, You must notify us within forty-eight (48) hours of your receipt of the damaged item by sending an email at concierge@roughwood.luxury  so that we may contact our shipping carrier regarding the damage. Include the sales order # and a description of the damage in Your communications.

 

Item Availability

The ROUGHWOOD website is updated in real time and items are "SOLD" as soon as a customer makes a purchase. In the unlikely event that you purchase an item that is not available, we will promptly refund your payment in full and cannot be held liable. We sincerely apologize for any inconvenience if this happens.  We do, on occasion, have the ability to request from our designers an item that is sold out on our site.  You may send a request from the product page of the item you wish to have and our concierge will do there best to return your request within 2-3 days.  Some special orders can take up to 2-3 weeks and they are non-returnable.

We make every effort to ensure that the prices posted on our website are correct. We are not liable for pricing errors and may cancel an order and refuse shipment with a notice by email to the customer. We will refund the full amount of your payment and sincerely apologize for any inconvenience if this happens.

Sometimes we find an antique piece of merchandise in near perfect condition however the charming patina and soft glow acquired from years of loving wear allows for slight imperfections and adds to the charm of the piece and are indications of its authenticity.

Merchandise Care

Most garments have care tags located in the interior of the garment.  Please be sure to review before removing.  Should you remove the tag or there is no care instructions provided with your purchase contact us at concierge@roughwood.luxury and explain the item and its material.  We will do our best to assist you with the care of your purchase.  

 

Repairs

If for some reason you should damage your item and are in need of repair please contact us at concierge@roughwood.luxury.  Please explain the item and best describe the damage.  We will do our best to advise a professional to assist you.  We do not do nay repairs but from time to time we can offer buttons and materials needed for minor repairs.   

 

Discounts We offer the best prices on our website and do not negotiate prices or offer discounts.  Our merchandise is exclusive designers from Europe and the USA.  Due to the limited distribution and the timeless collections they offer styles are rarely discontinued. However, from time to time we have limited quantities that will be offered at a slight discount as we introduce new styles and fabrics the designers are introducing.