HOW DO I RETURN A PRODUCT?

RETURNS MUST BE SENT BACK WITHIN 14 DAYS AND IN PERFECT ORIGINAL SALE CONDITION, UNWORN. TAGS MUST NOT BE BROKEN.
WE CAN'T REFUND YOUR ORIGINAL OR RETURN POSTAGE COSTS UNLESS PRODUCT IS FAULTY / INCORRECT. SALE ITEMS CANNOT BE RETURNED FOR A REFUND. WE CAN ONLY ISSUE AN EXCHANGE OR STORE CREDIT ONLY.
TO ENTER THE RETURN CENTER SIMPLY CLICK HERE.

FOR INTERNATIONAL ORDERS PLEASE PRE-PAY THE PACKAGE CORRECTLY AND ENCLOSE THE COMPLETED RETURN FORM.
ALL REFUNDS WILL BE MADE AS PER THE ORIGINAL METHOD OF PAYMENT. THEY ARE USUALLY PROCESSED WITHIN 3-5 WORKING DAYS OF RECEIVING THE ITEM BACK, PLEASE ALLOW A FURTHER 10 DAYS FOR THE REFUND TO REFLECT 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

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.

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.

HOW LONG DOES SHIPPING TAKE?

- GERMANY & EU: 2–5 BUSINESS DAYS
- SWITZERLAND & UK: 3–6 BUSINESS DAYS
- REST OF THE WORLD: 4–10 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.

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.

GENERAL STATEMENT

THE BLACK FRIDAY SALE STARTS ON NOVEMBER 28, OFFERING UP TO 70% OFF STOREWIDE – THE LOWEST PRICE OF THE ENTIRE YEAR.

DURING THE SALE, THE NEW HALO SWEATER, HALO HOODIE, AND HALO ZIP-HOODIE (EACH IN BROWN & GREEN) WILL BE EXCLUSIVELY AVAILABLE AT A SPECIAL BLACK FRIDAY PRICE.

LOYALTY MEMBERS GET 3 HOURS EARLY ACCESS, WHATSAPP MEMBERS 1 HOUR EARLY ACCESS, ALLOWING THEM TO SHOP THE NEW HALO PIECES AND THE LATEST COLLECTIONS AT BEST PRICE BEFORE EVERYONE ELSE.

ONCE ITEMS ARE SOLD OUT, THEY WILL NOT BE RESTOCKED AND THESE OFFERS WILL NOT RETURN.

THE HIGHEST ORDER PLACED DURING THE SALE WILL RECEIVE THEIR ORDER FOR FREE.

CAN I RETURN AN ITEM PURCHASED DURING THE BLACK FRIDAY SALE?

YES. ALL ONLINE PURCHASES MADE DURING THE BLACK FRIDAY SALE ARE SUBJECT TO THE STATUTORY 14-DAY RIGHT OF WITHDRAWAL UNDER EU AND GERMAN CONSUMER LAW (§ 312G BGB). CUSTOMERS MAY RETURN THEIR ORDER WITHIN THIS PERIOD WITHOUT PROVIDING A REASON.

PLEASE NOTE:

– PRODUCTS MUST BE RETURNED UNUSED, UNWASHED, UNDAMAGED, AND IN ORIGINAL CONDITION.
– IF STATED IN OUR TERMS & CONDITIONS, THE CUSTOMER COVERS THE COST OF RETURN SHIPPING.

HOW DO I QUALIFY FOR THE HIGHEST ORDER REWARD?

GENERAL CONCEPT

THE BLACK FRIDAY SALE STARTS ON NOVEMBER 28, OFFERING UP TO 70% OFF STOREWIDE – THE LOWEST PRICE OF THE ENTIRE YEAR.

DURING THE SALE, THE NEW HALO SWEATER, HALO HOODIE, AND HALO ZIP-HOODIE (EACH IN BROWN & GREEN) WILL BE EXCLUSIVELY AVAILABLE AT A SPECIAL BLACK FRIDAY PRICE.

LOYALTY MEMBERS GET 3 HOURS EARLY ACCESS, WHATSAPP MEMBERS 1 HOUR EARLY ACCESS, ALLOWING THEM TO SHOP THE NEW HALO PIECES AND THE LATEST COLLECTIONS AT BEST PRICE BEFORE EVERYONE ELSE.

ONCE ITEMS ARE SOLD OUT, THEY WILL NOT BE RESTOCKED AND THESE OFFERS WILL NOT RETURN.

THE HIGHEST ORDER PLACED DURING THE SALE WILL RECEIVE THEIR ORDER FOR FREE.

THE HIGHEST ORDER PLACED DURING THE SALE WILL RECEIVE THEIR ORDER FOR FREE.
FOR THE DETERMINATION OF THE WINNER, ALL ORDERS PLACED BY THE RESPECTIVE CUSTOMER DURING THE PROMOTION PERIOD (28.11. - 01.12.), INCLUDING THEIR RESPECTIVE ORDER VALUES, WILL BE ADDED TOGETHER. THE CUSTOMER WITH THE HIGHEST TOTAL ORDER VALUE WILL BE THE WINNER.
THE WINNER WILL BE DETERMINED ONLY AFTER THE STATUTORY WITHDRAWAL PERIOD OF ALL CONSIDERED ORDERS HAS EXPIRED. AFTER THIS, THE WINNER WILL RECEIVE A FULL REFUND OF THE TOTAL AMOUNT OF THEIR QUALIFYING ORDER(S).

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.