Our Returns Policy
Returns & Exchange Policy
We have a strict no refund policy.
We offer exchange-only within 7 days of receiving your order.
To be eligible for an exchange:
unworn, unused, and in a saleable condition.
intact and attached.
original packaging
If you wish to return an item for exchange, please email us at rochelle@rockyrafaela.com to initiate the process.
Please note: Rocky Rafaela does not cover return postage costs.
DELIVERY
International Shipping
We deliver to most countries worldwide. If your country does not appear at checkout, please email rochelle@rockyrafaela.com for alternative arrangements.
Pre-Orders
Pre-orders typically take 1–3 weeks to arrive.
This depends on our current production schedule.
For the most accurate timeframe, please email us at rochelle@rockyrafaela.com.
Custom Jackets
Some of our leather pieces are made to order to minimise waste and reduce environmental impact.
Please allow 2–3 weeks for production and delivery.
These custom pieces are worth the wait.
Delivery Timeframe
International orders generally arrive within 7–10 business days, depending on your location and if you choose express or standard. If you need your order sooner, please email rochelle@rockyrafaela.com to discuss expedited options.
Customs & Duties
When your order reaches its destination country, it may be subject to customs clearance procedures, which can cause delays beyond the estimated delivery timeframe. A signature may be required upon delivery.
Please note that Rocky Rafaela is not responsible for any customs duties, taxes, or fees charged in the destination country. These costs are the responsibility of the customer. We recommend contacting your local customs office for more information on potential charges before placing your order.
FAULTY ITEMS
Faulty items are classified as faulty if they are received damaged, or where a manufacturing fault has occurred within a reasonable time frame.
Please note that items which have been damaged as a result of some wear and tear are not considered to be faulty.
In accordance with ACCC, where possible, we will offer to repair faulty items.
If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability.
You will receive a full refund if the item cannot be repaired or replaced.
For all faulty item queries which fall outside of our Returns Policy, please contact rochelle@rockyrafaela.com.
