FREQUENTLY ASKED QUESTIONS

1) Your order

Has my order been accepted? Why do I see several orders on my account when I ordered once?  Has my order been dispatched?  When are you going to dispatch my order?

6) Rouje website and account

How can I contact the Customer Service? What do to if I have an issue with the website?

 

1) Your order 

 

Has my order been accepted?

You can check the status of your order anytime in your account, in the section “My orders”. 

 

  • Your order has been accepted:

 The « In progress » status means that your order has been taken into account and is currently being processed. Once the order has been completed and sent, your order status will change to « Dispatched ».

The « Shipped » status means the package has been given to the chosen delivery company 

 

  • Your order has not been accepted:

If you see the payment as “expired” or “canceled”, it means that your order has not been fully completed. Your credit card or Paypal account will not been debited. If you still want to get the items, we advise you to place another order.

After your payment has been accepted, you will be redirected to a page confirming your payment. You will then receive a confirmation email which will include the details of your order.

If you do not receive this email, we advise you to check in your junk mail box. For more information, please contact our customer services indicating the date and the sum of the order.

 

Why do I see several orders on my account when I ordered once? 

The “My orders” section is an order history which lists all your orders, validated and cancelled. Only the orders “in process” or “shipped” have been debited on your bank account.

Your order history is located in the « My orders» section of your Rouje account. There you will find :

  • Order number

  • Date the order was placed

  • Order tracking number

  • Total amount of the order

  • Order status

You can view or renew every order made. 

 

Has my order been dispatched? 

Once your order is dispatched, you will receive a confirmation email with the tracking number of your parcel. You can also track your parcel directly through “My orders”. 

 

When are you going to dispatch my order?

Your order will be treated one working day after you placed it. Our teams work from Monday to Friday, 8am-4pm. Nevertheless, even if we do our best to prepare your order as fast as we can, when we acknowledge a high activity period (i.e for collections launches, or power cuts, or bad meteorological conditions…), the preparation delay can be extended. We do our best to send you your parcel quickly, promise! 

 

2) Any problem on your order?

 

Is it possible to cancel or to modify my order?

Once validated, you cannot modify or cancel your order. 

We advise you to ensure that the items you have in your shopping cart are in the colors, sizes and quantities wanted.

We also advise you to be careful when indicating your delivery address before validating your order.

If there is an error in your order, please contact the customer services. However we cannot promise to satisfy your demand.

 

What do I do if I receive a faulty item?

At Rouje we pay great attention to the quality of our products. If, however, despite all of the quality controls carried out, an item appears to be faulty, we ask kindly that you contact the customer services including: 

  • Your order number

  • A description of the problem

  • Pictures of the faulty item(s) 

Rouje will cover the return fees by giving you a prepaid return label.

 

I have an incorrect item/size in my order. What should I do?

Rouje controls many times the items in your package to ensure that they match your order.

If an error occurred, we do sincerely apologize. We ask kindly that you contact the customer services including: 

  • Your order number

  •  The incorrect item’s name and product number

Rouje will cover the return fess by giving you a prepaid return label.

 

There is an item missing from my order. What should I do?

 If an item is missing from your order and we did not informed you by email, we are very sorry. Please do not hesitate to contact our customer services with:

  • Your order number

  • The reference of the missing item

 

3) Returns and refunds

 

How long do I have to return an item? 

Once you receive your parcel, you have 15 days to place a return request and post your parcel. This 15-days period does not include the shipping. 

 

How do I place a return request? 

Log in to your Rouje account. Go to “My orders”, select your order and the items you wish to return.  Please let us know why you are editing your return. Afterwards, go to “My returns”, print the return sheet (RMA) edited and place it inside your parcel.  

And if you come to Paris, you can directly return the products in our store, located in 11bis, rue Bachaumont 75002 Paris. Print the return sheet (RMA) edited and place it inside your parcel. Once in our store, our salespersons will proceed to your return with you.

 

Are there any specificites for customers that send their parcel from a country that is not a member of the EU, or for islands that are part of a country member of the EU?

Your parcel will have to go through customs to come back to us. 

Please stick your bill on the parcel and cross out the items you chose to keep. The customs will need to know what is in your parcel and have the contact of our customer services.  

 

How do I post my return? 

The return remains at your charge so you are free to choose how you return us your parcel. Though we strongly advise you to pick a tracked shipment. 

Please keep the proof of shipment with the tracking number until you get your refund. 

Please note that you do not have to pick an express shipment, for the 15-days period of our return policy do not include the shipping period. 

 

When will I get my refund? 

We do our best to refund you as soon as possible. Nevertheless, we have a 14-days period to process your return once it comes back to our warehouse.

 

Did you receive the items I returned? 

You will receive a notification once the refund is treated. To ensure we received your parcel, please check your tracking number. 

If you have no information in a 14-days period, we advise you to contact our customer services with a photo of the proof of shipment, the tracking number, and your name and address. 

 

Can I exchange an item? 

We cannot offer an exchange service at the moment. 

If you want to change an item you received, we invite you to return it for a refund, and to place another order for another  item.

For the clients in France and Europe: If you want to buy an item in a different color or size only, our customer service can send you a code for free Colissimo delivery so you don’t have to pay the shipping fees for this exchange. Warning : this service is only possible for countries where the Colissimo services are available. 

 

Are you going to refund the shipping fees for my return? 

The return remains at your charge. However, if the item you received is faulty, we can send you a prepaid return label. 

 

What should I do if I receive a faulty item?

At Rouje we pay great attention to the quality of our products. If, however, despite all of the quality controls carried out, an item appears to be faulty, we ask kindly that you contact the customer services including: 

  • Your order number

  • A description of the problem

  • Pictures of the faulty item(s) 

Rouje will cover the return costs by giving a prepaid return label.

 

I already downloaded my return label but I want to change the items I want to return, what do I do? 

If you want to change the items you wish going to return after you downloaded the return label, please contact our customer services to warn us about this modification. 

 


4) Products and stocks 

 

How to choose my size?

We are aware that it is difficult to choose the most suitable size when ordering online. 

To help your in your decision making, you will find a size guide and size conversion guide for each item. Those measurements are taken on clothes laid flat so you can compare them with clothes from your wardrobe. If you have the opportunity to visit one of our stores, this remains the best solution. 

 

How to know when a product will be back in stock?

If the item you are looking for is no longer available, we invite you to subscribe to the restock alert. This way you will be notified by email once the item comes back in stock. 

We are not able to give a precise date or hour of restock.

If a restock is already planned for an item, the estimated date will be indicated. If there is no mention on the product page, it does not necessarily mean that there will not be any restock. 


5) Shipment

 

Is it possible to track my order?

Once your package has been dispatched, you will receive an email containing a tracking link which allows you to follow the shipping of your order. Your unique tracking number is indicated on your Rouje account. 

 

What are the delivery options?

COLISSIMO

  • Delivery at home with signature:

Colissimo will deliver your parcel at your home address.

If you are not there for the delivery and the parcel cannot be dropped in your mailbox, Colissimo will leave the parcel at your regular post office and leave you a note in your mailbox. You will then be able to withdraw your parcel with an ID, your tracking number and the note left. 

 

  • Delivery at home without signature:

Colissimo will deliver your parcel against signature at your home address.

If you are not there for the delivery, we cannot confirm another person can receive the parcel for you. A note will be left in your mailbox and your parcel will be dropped in a post office. You will then be able to withdraw your parcel with an ID, your tracking number and the note left. 

 

  • Colissimo in pick-up point : 

Colissimo will deliver your parcel at the pick-up point of your choice. You will have  5 to 15 days to withdraw it with an ID and your tracking number. 

You will be notified by text messages or email once the parcel is available at the pick-up point.

 

  • Colissimo in post office:

Colissimo will deliver your parcel at your regular post office. You will have 10 days to withdraw it with an ID and your tracking number. 

You will be notified by text messages or email once the parcel is available at the post office.

 

  • Colissimo in three days’ left-luggage office:

Colissimo will deliver your parcel at the left-luggage of your choice. You will have only 3 days to withdraw it with your withdrawal code sent by Colissimo by text or email.

 

UPS

 UPS will deliver your parcel at the delivery address indicated when finalising your order. If you are not present during the delivery UPS can: 

-         If you indicated a home address :Make another delivery attempt on the following day or drop your parcel at a pick-up point. A note will be left in your mailbox.

-          If you indicated an office address : Make another delivery attempt up to thrice. Please note that after the third attempt the parcel will be dropped at a pick-up point or sent back to sender. 

 Please note that in some countries, UPS can delivery your parcel in a safe place instead of directly to you. 

 

 

DHL 

DHL will deliver your parcel at the address indicated when finalising your order.

If you are not present during the delivery DHL can: 

-         If you indicated a home address : Make another delivery attempt on the following day or drop your parcel at a pick-up point. A note will be left in your mailbox.

-          If you indicated an office address : Make another delivery attempt up to thrice. Please note that after the third attempt the parcel will be dropped at a pick-up point or sent back to sender. 

 Please note that in some countries, DHL can deliver your parcel in a safe place instead of directly to you. 

 

How long will it take for the delivery?

The delivery period can alter according to the carrier selected and your delivery address. 

 

For a delivery in France you can choose between:

  • Colissimo: 2 days once the parcel is shipped 

  • UPS Standard: 1 to 2 days once the parcel is shipped

  • UPS Express Saver: 1 to 2 days guaranteed  once the parcel is shipped

  • DHL: 1 to 2 days once the parcel is shipped

     

 For a delivery in Europe (apart from islands) you can choose between:

  • Colissimo: 4 to 9 working days once the parcel is shipped

  • UPS standard: 1 to 5 working days once the parcel is shipped

  • UPS express Saver: 1 to 2 working days once the parcel is shipped

  • DHL: 1 to 5 working days once the parcel is shipped

 

For a delivery worldwide you can choose between: 

  • UPS Express Saver. under extreme circumstances you will receive your parcel within 1 to 2 working days

  • DHL: 1 to 5 working days once the parcel is shipped

 In order to have an estimation of the UPS delivery please go on the following link: https://wwwapps.ups.com/ctc/request?loc=fr_ , please note that the sender’s address is Villejuif (94800), France.

In order to have an estimation of the DHL delivery please go on the following link: https://mydhl.express.dhl/fr/fr/home.html#/getQuoteTab, please note that the sender’s address is Villejuif (94800), France. Due to major climate crisis the delivery can be delayed.

 

I have a problem with my delivery

Please check your order’s status with your tracking number. If you encounter an issue, please contact the carrier with your tracking number. 

 

My delivery has been delayed 

If you believe your order has an abnormal delay please check the tracking of your order. Your parcel might have been delayed by customs, if so it will be indicated on the tracking. If you have further question, please contact the carrier with your tracking number. 

 

My tracking says my parcel was delivered but I have not received it

Please check your mailbox, perhaps the carrier left you a note. Also check with your caretaker, neighbours or close store, sometimes the carrier can deliver your parcel to the closest person around your address. If you have further question please contact the carrier with your tracking number. 

 

My order is being back to sender, what will happen? 

If the carrier could not deliver your order (because the delivery address was wrong or the withdraw delay is expired) the parcel will be sent back to us. The shipping back period can be longer, please check your tracking number for more information.

If you do not make a special demand for us to send you back your item at reception it will be automatically refunded. If you do make this demand, the delivery fee will be at your charge. 

Please note that all the fees (shipping fees, customs’ fees, …)  caused will be deducted from your refund. 

 

What do I do if my shipping problem still remains?

Please contact customer services with your order number and indicate the issue of your delivery. 

 

My parcel has arrived damaged

Rouje takes great care in the preparation of each order and we propose reliable delivery services. However, if your parcel would arrive damaged you need to refuse the delivery if you estimate items can be missing from the package or may have been damaged. 

If you could not refuse the delivery and see an issue when opening your parcel, we will find you a suitable solution. Please contact our customer services with: 

  • Your order number

  • A description of the issue

  • The items missing or damages

  • Pictures of the parcel and items 

 

Do I have to pay for customs’ fees?  

  • Deliveries in France and Europe:

 Rouje applies the French VAT on our items. You will not have to pay additional customs’ fees to receive your parcel. Exception of islands attached to a European country: 

  • Islands can have specific regulations so we invite you to consult your customs’ office for more information regarding importation

  • In regions such as Guadeloupe, Guyane, Martinique, Mayotte and there is a tax « octroi de mer ». You have to pay the VAT at another level than the one in France. Rouje deducts the VAT from your order and you need to pay it at the delivery. 

 

  • International delivery, Norway, Switzerland and Andorre:

Rouje deducts the French VAT however according to your country’s customs’ regulations you might have to pay import taxes at delivery. For more information please contact your country’s customs.

If you refuse to pay those taxes, Rouje will not cover the additional fees caused and will deduct them from your refund. 

 

What are the shipment charges?

Delivery costs are clearly indicated in your shopping cart, and automatically calculated with each item you add. The shipment cost will vary according to the chosen service provider and will depend on the shipping address. Within France and European Union you will not be required to pay customs or important duties.  

 

6) Rouje website and account 

 

How can I contact the Customer Service?  

Our customer services is more than happy to answer your questions via email or phone calls.

They are available from Monday to Thursday 9am-6pm and on Friday 9am-5pm. 

Email : [email protected]

Phone: (+33) 01 53 14 26 34 

 

What do to if I have an issue with the website? 

If you have any IT issue please contact our customer services indicating the issue and a screenshot if you happen to have an error message. We will be able to send the issue to our IT team for them to solve it. 

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