Customer Service Policy

At Rothy'sustopsale, we are committed to providing you with a seamless shopping experience. Please review our policies below. If you have any questions, feel free to contact us at [email protected].

1. Order Processing
Orders are typically processed within 1-2 business days after payment confirmation. You will receive a confirmation email once your order has been shipped, along with tracking information.

Please note that orders placed on weekends or public holidays will be processed on the next business day.

2. Shipping Policy
We offer worldwide shipping. Shipping costs and estimated delivery times are calculated at checkout based on your location and selected shipping method.

Once your order has been shipped, you will receive a tracking number via email. Please allow 24-48 hours for the tracking information to update.

Rothy'sustopsale is not responsible for any customs duties, taxes, or delays caused by the carrier or customs clearance in your country.

3. Returns & Exchanges
We want you to love your purchase. If you are not completely satisfied, you may return or exchange eligible items within 30 days of receiving your order.

To be eligible for a return or exchange:

  • Items must be unworn, unwashed, and in original condition with all tags attached.

  • Items must be returned in their original packaging.

  • Proof of purchase (order number or receipt) is required.

To initiate a return or exchange, please contact us at [email protected] with your order details. We will provide you with the return address and further instructions.

Please note that return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.

4. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5-7 business days to the original payment method.

Original shipping costs are non-refundable.

5. Defective or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery at [email protected]. Include your order number, a description of the issue, and clear photos if applicable. We will resolve the issue promptly at no additional cost to you.
6. Cancellations
You may cancel your order within 24 hours of purchase. If your order has already been processed or shipped, it cannot be canceled. In that case, you may initiate a return once the item is received.

7. Product Care & Washing Instructions
All our shoes and bags are made with recycled materials and are machine washable. To maintain their quality, we recommend:

  • Use cold water on a gentle cycle.

  • Air dry only. Do not tumble dry.

  • Do not bleach or use harsh detergents.

For more detailed care instructions, please visit our Product Care page or contact us.

8. Privacy & Security
Your privacy is important to us. All personal information collected during your purchase is used solely for order processing and customer service purposes. We do not share or sell your information to third parties.

Our website uses secure encryption to protect your payment information.

9. Contact Us
If you have any questions about our policies or need assistance with your order, please reach out to us:

Email: [email protected]
We aim to respond to all inquiries within 24-48 hours.