Return & Exchange Policy

Returns
Our policy lasts 14 days. If 14 days have gone by since you received your package, unfortunately we can’t offer you a refund or exchange.

To be eligible for a refund, your item must be unused, unworn, unwashed and in the same condition that you received it. It must also be in the original packaging with all tags intact.

Additional non-returnable items:
Gift cards

To return your item(s), we require a notification email of intent of return BEFORE you send your items to us.

Please do not send your items back before emailing us.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, damaged or has missing parts for reasons not due to our error, will not be accepted.
Any item that is returned more than 14 days after delivery will not be eligible for refund or exchange.

Refunds Within 14 days & if Applicable
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@roksana.com.ng

Sale items (if applicable)
Only regular priced items may be refunded or exchanged. Unfortunately sale items cannot be refunded or exchanged.

Exchanges (if applicable)
If you need to exchange an item, send us an email at hello@roksana.com.ng

Gifts Exchanges
If an item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be e-mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and (s)he will find out about your return.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over NGN20,000, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Items in stock would be shipped within three days of order placement.