DELIVERY & RETURNS

Robe de Voyage Ltd is a British company, based in London, England. All our stock is despatched from HQ, London, UK. 

Delivery 

Shipping to mainland UK is now charged at £5 signed for (1-2 days delivery)

Shipping within the EU £28 using Fedex signed for service (1-3 days delivery)

Shipping outside of the EU £40 using Fedex signed for service (1-3 days delivery)

Delivery within the UK and the EU

We aim to dispatch your order within 24 hours of receiving payment for your order. Estimated delivery times are a guideline only and commence from dispatch.

Rode de Voyage is not responsible for any delays caused by destination customs clearance.

When an order is placed we will send you an email with delivery notification and a tracking number. All orders require a signature on receipt. If there is no answer from the destination address, the courier will leave a card. If no contact is made, the courier will attempt two further deliveries. After three unsuccessful attempts, the package will be returned to Robe de Voyage. Any further attempts at delivery will require additional payment.

All full priced orders are shipped in a handmade Robe de Voyage box which is suitably protected within an outer cardboard box. Unless requested we pack two items per gift box. SALE / Discounted items do not arrive in a gift box unless 2 purchases are made, and neither do single purchase Eye Masks, but these items will arrive in a cotton Robe de Voyage travel pouch. 

Delivery outside of the EU

We aim to dispatch your order within 24 hours of receiving payment for your order. Estimated delivery times are a guideline only and commence from dispatch.

If an email address is provided, an email with delivery notification and a tracking number will be sent out at dispatch. All orders require a signature on receipt. If there is no answer from the destination address, the courier will leave a card. If no contact is made, the courier will attempt two further deliveries. After three unsuccessful attempts, the package will be returned to Robe de Voyage. Any further attempts at delivery will require additional payment.

All orders are shipped in a handmade Robe de Voyage box which is suitably protected within an outer carboard box.

Customs clearances outside of the EU

Please note that any shipment outside the EU may be subject to Import  Duties/ Sales Tax/ VAT once they arrive in the country of destination. Robe de Voyage has no control over these charges and cannot predict what they will be.

All additional charges for customs clearance must be paid by the recipient of the parcel. Such charges are not included in the purchase of any Robe de Voyage product and we will not be responsible for the payment of any Import Duty/ Sales Tax/ VAT under any circumstances.

In the event that goods are returned to Robe de Voyage because the customer does not wish to pay these customs charges, we will not be able to offer a refund for returned goods.

By ordering from Robe de Voyage, you agree to pay any Import Duty/ Tax/ VAT which may be imposed by your country’s government. If you refuse to pay any Import Duty/ Sales Tax/ VAT imposed and thereby prevent the delivery of your order, you will remain liable for the purchase price of your order and any Import Duty/ Sales Tax/ VAT or additional penalties imposed by the government of your country.

Customs policies vary widely from country to country and customs duties are not always applied if the value of the order falls below a certain amount. However, we advise that if you are planning on shipping outside the EU, you contact your local customs department for advice on rates to avoid any unwelcome surprises.

Robe de Voyage is not responsible for any delays caused by random customs checks or destination customs clearance processes.

Returns

We hope that you are thrilled with your Robe de Voyage purchase but if for any reason you are unhappy with your purchase, the goods can be returned for an exchange or refund providing they are not a discounted sale item and as long as the following conditions are met:

1. Please contact us at hq@robedevoyage.com within 14 days of receipt of goods and ask for a Return Merchandise Authorization (RMA) number. Please quote your order number and reason for return.

2. Returned goods must be received by Rode de Voyage within 14 days of the notification of this RMA. Robe de Voyage is not responsible for the shipping costs of returned goods unless they are faulty.

3. Goods must be returned unworn as per the original order with all tags in place, wrapped in the original tissue paper and inside the original unmarked Robe de Voyage gift box. Where provided, belts and any packaging such as authenticity cards and drawstring pouches must be included with your return.

4. All products must be returned within the original cardboard outer protection box. If this is impossible then an alternative may be used.

5. All returns must include the original packing slip. In the case of gifts, please ensure the name of the purchaser is quoted in all correspondence.
6. A re-stocking and pressing charge of 5% will be charged on 2 items or more.

Failure to meet any of these conditions will result in delays processing the order, deductions being made to the value of the refunds and possibly exchanges/refunds being refused.

We suggest that all returned goods be shipped via a trackable courier service as Robe de Voyage is not responsible for goods which are lost or damaged in transit.

Please note that Robe de Voyage will not refund any original shipping costs/ import duties/ sales tax/ VAT incurred for returned goods (please read more about this in Delivery).  

Nor does Robe de Voyage cover the shipping costs of any returns/exchanges unless the goods are faulty.

Please send all returned goods to the following address:

Returns
Robe de Voyage Ltd
207 Hammersmith Grove
London
W6 0NP
UK

Exchanges

We are happy to exchange returned items for the same item in a different size or colour subject to stock availability and providing you notify us at hq@robedevoyage.com within 14 days of receiving the goods. If we are unable to provide an exchange, we will first offer a credit note. The new item will be shipped to you after the returned item has been received by us and checked.

Refunds

If you would like to receive a refund, please notify us at hq@robedevoyage.com within 14 days of receiving the goods and ask for a Return Merchandise Authorization (RMA). Any goods eligible for a refund must reach us within 14 days of the issue of this RMA and abide by the conditions set out above in RETURNS. Please note that refunds are credited to the original payment method. With a refund outside of the EU, customs duties and sales taxes are non-refundable through Robe de Voyage. Please note that refunds can take up to 10 working days to show on your account and shipping fees cannot be refunded on any orders.

Faulty goods

All items are quality controlled and thoroughly checked for any faults prior to being dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately or within 14 days of receipt of goods.  Please note that the return of faulty items will only be accepted if the goods were faulty when delivered and we are notified within 14 days of receipt of these goods.

Items deemed to have been worn or subject to wear and tear will not be accepted as faulty. Similarly, Robe de Voyage cannot accept responsibility for garments that have been damaged during washing if our wash instructions have not been followed.

We will replace a faulty item if it is in stock and available. If you wish to be sent a replacement please make this clear when contacting us about the fault. If we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to your card to the value of the purchase plus any shipping costs incurred at the time of the sale. Rode de Voyage is not able to refund any import duties or sales taxes incurred in the original purchase. Please note that refunds can take up to 10 working days to appear in your account.

Sale items

Please note that all sales of sale items (those displaying a reduced price) are final and cannot be refunded, but can be exchanged, at the customer's shipping expense, for another style, size or colour where available. Sale items are only delivered in a Gift Box at an additional charge of £5 upon request.