Each Item is a Work of Art: Our Return Policy Reflects That.
Contact:
Please note we are available Monday-Friday from 9AM-6PM (EST) excluding holidays, and Saturdays from 10AM-6PM (EST) excluding holidays. For Online Order related inquiries please contact us at customerservice@joseluisrocha.com.
Return Policy:
Please read our return policy carefully.
Here at J.L. Rocha we want you to be completely satisfied with every purchase, if for some reason you are not satisfied: we will accept returns/exchanges on Full Priced Items within 15 DAYS of purchase if the following conditions are met:
Terms of sale
J.L. Rocha Return Policy
The below Online Purchase and Return Information governs purchases made through the J.L. Rocha Collections US website.
We strongly advise all customers to check merchandise thoroughly upon delivery before removing the shoe stuffing and before disposing of any original packaging. For any discrepancies with your order please contact us immediately.
1.2. Full Priced Items
All shoes must be tried on for fit and size within 15 days of purchase on clean, carpeted surfaces only until you are sure that you will be keeping them. Our soles are handcrafted therefore we cannot accept returns on shoes that appear worn or damaged. The sole must be in perfect condition. Returning shoes of which the soles appear damaged may result in a refurbishment fee or may be refused if unable to be refurbished for sale. We thank you for your understanding.
All Jackets must be tried on for fit and size within 15 days of purchase and must be returned in original condition and packaging. Returning jackets of which appear damaged, overused, or mistreated may result in a refurbishment fee or may be refused if unable to be refurbished for sale. We thank you for your understanding.
All Travel Items or Accessories must be returned within 15 days of purchase and must be returned in original condition and packaging. Returning of travel items or accessories of which appear damaged, overused, or mistreated may result in a refurbishment fee or may be refused if unable to be refurbished for sale. We thank you for your understanding.
1.3. Return Instructions
The Send email to support@joseluisrocha.com including your order number, your name, and zip code from your shipping address on the original order, and the reasons for return or exchange.If multiple items were purchased, please mention the item or items you wish to return/exchange.
You will receive an email confirming that you return/exchange request was received. We will require that you send the box back to us at the J.L. Rocha Offices. via USPS along with a shipping label for your new/exchanged product.
We usually receive returned items within 3 to 5 business days. Once your items have been received, inspected, and approved, you will be reimbursed for the total amount paid excluding shipping cost (on full price purchases only). Your credit should appear on your credit card within 5 to 7 days after this process.
Include the original packaging, shoe box, dust bag, and box contents.
Product, packaging, shoe box, and box contents must be in good condition in accordance with section 1 of terms of sale.
Do not use the J.L. Rocha shoe box, as a shipping box. Please place in an appropriate shipping box and affix our prepaid return label.
Keep a record of your tracking number.
Drop off your package at a staffed UPS store and collect a receipt for your records (for your closest location please visit www.ups.com). Do not use a drop box location for security.
J.L. Rocha Collections reserves the right to refuse any return or exchange on merchandise that does not meet the above requirements. If your package is not accepted, it will be sent back to you and a refund will not be granted.
J.L. Rocha will not assume responsibility for reimbursement or compensation in the event a return package is lost, stolen or mishandled. Please keep all tracking details for your records.
1.4. Refunds and Processing Time
Please note that only full price purchased items can be exchanged or refunded excluding the cost of shipping. A credit will be issued to the credit card used for your original purchase within 5-7 business days.
Every effort will be made to ensure a prompt refund or exchange and an email notification will be sent once your return has been processed. Once your return is received it will be inspected. If the condition of the merchandise is acceptable then a credit will be issued to the original form of payment within 10 business days of receipt. Please note that depending on your financial institution, it may take additional 2-10 business days for the credit to post to your account.
1.5 Discounted Merchandise (Merchandise Purchased With A Promo Code)
Discounted merchandise (Merchandise Purchased With A Promo Code), Can Only Be Exchanged For a Store Credit excluding the original shipping cost. Store credits are issued using a unique promo code format and are valid for 180 days from the moment merchandise is received at the J.L. Rocha Offices. Merchandise purchased with promotional codes or discounted cannot be exchanged following 10 days of purchase.
All shoes must be tried on for fit and size within 10 days of purchase on clean, carpeted surfaces only until you are sure that you will be keeping them. Our soles are handcrafted therefore we cannot accept exchanges on shoes that appear worn or damaged.
All Jackets must be tried on for fit and size within 10 days of purchase and must be returned in original condition and packaging. Exchange of jackets which appear damaged, overused, or mistreated may result in a refurbishment fee or may be refused if unable to be refurbished for sale. We thank you for your understanding.
All Travel Items or Accessories must be exchanged within 10 days of purchase and must be returned in original condition and packaging. Exchange of travel items or accessories of which appear damaged, overused, or mistreated may result in a refurbishment fee or may be refused if unable to be refurbished for sale. We thank you for your understanding.
1.6 Final Sale Items
There are no refunds, exchanges, or store credits on any final sale products purchased.
2. Exchange Instructions:
For online purchases J.L. Rocha Collections will accept merchandise in its original condition for an exchange when accompanied by the original receipt. Returned merchandise must include the original product, packaging, shoe box, dust bag, and box contents, and must be returned to us within 15 days from the date of delivery (i.e. your return shipment must be postmarked within 14 days from receipt of your order).
Please follow all of the procedures and requirements above to return your merchandise to our facility. We can facilitate a onetime direct exchange on an order upon request. A direct exchange can only be facilitated for a different size of the same style, or for another item of the exact same value. An exchange is subject to availability of the requested item at the time of processing and we will do our best to ensure your request is satisfied. Should the requested item not be available to fulfill your exchange, a refund will be issued to the original form of payment. We offer free ground shipping on your exchanged item(s).
Please contact an online representative to confirm your exchange request by emailing support@joseluisrocha.com. Please note we cannot facilitate a direct exchange on a PayPal transaction.