FAQs
MOST POPULAR
HOW DO I RETURN A PRODUCT?
ITEMS MUST BE RETURNED WITHIN 14 DAYS IN PERFECT ORIGINAL SALE CONDITION, UNWORN, AND WITH TAGS INTACT.
PLEASE NOTE: WE CANNOT REFUND YOUR ORIGINAL OR RETURN POSTAGE COSTS UNLESS THE ITEM IS FAULTY OR INCORRECT. SALE ITEMS ARE NOT ELIGIBLE FOR A REFUND – WE CAN ONLY OFFER AN EXCHANGE OR STORE CREDIT.
FOR CUSTOMERS BASED IN GERMANY: PLEASE USE OUR RETURNS PORTAL TO PROCESS YOUR RETURN EASILY ONLINE.
FOR INTERNATIONAL CUSTOMERS: TO DOWNLOAD A RETURNS FORM, SIMPLY CLICK HERE, PRINT IT OUT, FILL IT IN, AND INCLUDE IT WITH YOUR RETURN.
ALL REFUNDS WILL BE ISSUED VIA THE ORIGINAL METHOD OF PAYMENT. RETURNS ARE TYPICALLY PROCESSED WITHIN 3–5 WORKING DAYS AFTER WE RECEIVE THE ITEM. PLEASE ALLOW AN ADDITIONAL UP TO 10 DAYS FOR THE REFUND TO APPEAR IN YOUR ACCOUNT.
WHERE CAN I CHECK MY RETURN STATUS?
ALL REFUNDS WILL BE MADE ACCORDING TO THE ORIGINAL METHOD OF PAYMENT. THESE ARE USUALLY PROCESSED WITHIN 3–5 BUSINESS DAYS OF RECEIPT OF THE ITEM. IT MAY TAKE AN ADDITIONAL 10 BUSINESS DAYS FOR THE REFUND TO REACH YOUR ACCOUNT.
INTERNATIONAL ORDERS
SHIPPING
DHL EXPRESS 2–4 WORKING DAYS.
DEPENDING ON THE DESTINATION COUNTRY, DELIVERY TIMES VARY. PLEASE ALLOW 1–2 WORKING DAYS FOR YOUR ORDER TO BE PROCESSED AND SHIPPED.
CUSTOMS, DUTIES & TAXES
ORDERS WITH A DESTINATION COUNTRY OUTSIDE THE EU MAY BE SUBJECT TO IMPORT DUTIES AND ADDITIONAL FEES REGULATED BY THE LOCAL CUSTOMS OFFICE. IN CASE OF ANY ADDITIONAL FEES INCURRED, THEY MUST BE PAID FOR THE PACKAGE TO BE RELEASED. ROUGH. IS NOT RESPONSIBLE FOR ANY FEES AND CANNOT PREDICT WHAT DUTIES YOU MIGHT BE SUBJECT TO.
INTERNATIONAL SHIPPING RATES
TO FIND THE INTERNATIONAL SHIPPING RATES PLEASE CLICK HERE
ORDER PLACEMENT
HOW LONG ARE ITEMS RESERVED IN MY CART?
ITEMS IN YOUR CART ARE NOT RESERVED. THEY ARE ONLY SECURED ONCE YOU SUCCESSFULLY COMPLETE THE CHECKOUT PROCESS.
CAN I MODIFY MY ORDER AFTER PLACING IT?
YES – AFTER COMPLETING YOUR PURCHASE, YOU CAN MODIFY YOUR ORDER WITHIN 90 MINUTES DIRECTLY FROM YOUR ACCOUNT, WITHOUT CONTACTING SUPPORT.
PLEASE NOTE THAT CHANGES ARE ONLY POSSIBLE BEFORE YOUR ORDER IS PROCESSED FOR SHIPPING.
I DIDN’T RECEIVE AN ORDER CONFIRMATION. WHAT SHOULD I DO?
CHECK YOUR SPAM OR JUNK FOLDER. IF YOU STILL HAVEN’T RECEIVED IT, PLEASE CONTACT US AT SUPPORT@ROUGH.COM.
PAYMENT
WHICH PAYMENT METHODS DO YOU ACCEPT?
WE ACCEPT:
- CREDIT CARDS (VISA, MASTERCARD, AMEX)
- PAYPAL
- KLARNA (PAY LATER & SOFORT)
- APPLE PAY & GOOGLE PAY
IS MY PAYMENT INFORMATION SECURE?
YES – ALL TRANSACTIONS ARE ENCRYPTED AND PROCESSED VIA PCI-COMPLIANT PAYMENT GATEWAYS.
MY CREDIT CARD WAS CHARGED BUT MY ORDER DIDN’T GO THROUGH
IF YOU DID NOT COMPLETE AN ORDER BUT YOUR CREDIT CARD WAS CHARGED, THE AMOUNT WILL USUALLY BE AUTOMATICALLY REFUNDED WITHIN 3–6 BUSINESS DAYS.
THIS MAY OCCUR DUE TO A FAILED TRANSACTION OR PAYMENT AUTHORIZATION HOLD.
SHIPPING
HOW LONG DOES SHIPPING TAKE?
• GERMANY & EU: 2–5 BUSINESS DAYS
• SWITZERLAND & UK: 3–6 BUSINESS DAYS
• REST OF THE WORLD: 4–8 BUSINESS DAYS (EXPRESS 1-2 DAYS)
PLEASE ALLOW EXTRA TIME DURING PEAK SEASONS OR DROPS.
WHICH COURIER DO YOU USE?
WE SHIP CLIMATE-NEUTRALLY VIA DHL OR DHL / DHL EXPRESS DEPENDING ON THE DESTINATION AND SELECTED SHIPPING OPTION.
ACCOUNT
WHY SHOULD I CREATE AN ACCOUNT?
WITH A ROUGH. ACCOUNT, YOU CAN:
- TRACK YOUR ORDERS IN REAL TIME
- VIEW YOUR ORDER HISTORY
- SAVE MULTIPLE SHIPPING ADDRESSES
- ACCESS FASTER CHECKOUT
- MANAGE RETURNS MORE EFFICIENTLY
- EARN LOYALTY COINS
- MODIFY YOUR ORDER
DO I NEED AN ACCOUNT TO ORDER?
NO – YOU CAN CHECK OUT AS A GUEST. HOWEVER, CREATING AN ACCOUNT COMES WITH SEVERAL ADVANTAGES AND MAKES YOUR SHOPPING EXPERIENCE FASTER AND MORE CONVENIENT.
HOW DO I UPDATE MY ADDRESS?
LOG IN TO YOUR CUSTOMER ACCOUNT, GO TO “ADDRESSES”, AND EDIT OR DELETE ANY SAVED ADDRESSES AS NEEDED.
NEWSLETTER
WHAT CAN I EXPECT FROM THE ROUGH. NEWSLETTER?
- EARLY ACCESS TO NEW DROPS
- PREVIEWS, EDITORIAL CONTENT & EXCLUSIVE STORIES
- BEHIND-THE-SCENES INSIGHTS
HOW DO I UNSUBSCRIBE?
CLICK THE “UNSUBSCRIBE” LINK AT THE BOTTOM OF ANY NEWSLETTER EMAIL.
TECHNICAL ASSISTANCE
MY ORDER WON’T LOAD – WHAT CAN I DO?
TRY THE FOLLOWING:
1. CLEAR YOUR BROWSER CACHE AND COOKIES
2. SWITCH BROWSERS (CHROME OR SAFARI RECOMMENDED)
3. RESTART YOUR DEVICE
STILL HAVING TROUBLE? SEND US A SCREENSHOT VIA EMAIL.
THE WEBSITE DOESN’T WORK PROPERLY ON MY DEVICE
OUR SITE IS OPTIMIZED FOR MOST MODERN DEVICES. PLEASE ENSURE YOUR BROWSER IS UP TO DATE. IF ISSUES PERSIST, TRY ACCESSING FROM ANOTHER DEVICE.
