Refunds & Exchanges
Within 45 days of receiving your ROKA London bag, simply send back the item/s that you want to return and we will replace them or refund the amount you paid for the item.
Please note that you are responsible for the cost of sending the item back to us but we have made this simple and convenient through our returns website portal. We will reimburse any postage costs for items that are damaged/faulty.
We only accept returns purchased directly from this website, rokalondon.com. ROKA London is only responsible for exchanges, defective bags, and returns purchased from rokalondon.com. All products purchased elsewhere must be returned to the original point of purchase.
All ROKA London products may be returned or exchanged. We ask that you send your unused purchase back within 45 days of the receipt, in the original packaging with all of the tags still attached.
How to return a product
Please have your ORDER number and POSTCODE and visit our returns portal here:
Once you have entered your details you will be able to select either Refund or Exchange and provide the reason for the return. There are four options within the portal to return your item:
1 - ROYAL MAIL Print At Home: This option has a print-at-home label - your package can then be dropped off at your local Post Office - £3.95
2 - ROYAL MAIL Labels To Go: This option does not require a printer and uses a QR code that is scanned at your local Post Office, they will print the label and take your package - £3.95
3 - INPOST: This option does not require a printer and uses a QR code for you to just scan & drop at your local InPost Locker - £4.99
4 - DPD: This option has a print-at-home label which can be dropped off at your local DPD Drop Off point - £4.99
Upon receiving the product we examine it and notify you of a refund/exchange within a reasonable period of time. We usually process any refund due to you as soon as possible, within 7 days of the day you received your refund confirmation email. Money is refunded using the same method in which the item(s) were purchased.
The above does not affect your statutory rights, including your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, in which you have the right to cancel your order within 14 working days, beginning the day after you received the products.
If you wish to manually send your package back please email email@example.com with your ORDER number and POSTCODE, and the reason for your return. We will send you details on how and where to return your item.
Because items are returned at your own risk we highly recommend that you request a Proof of Postage from your Post Office counter when shipping your item back, as we are not responsible for lost or damaged parcels.
All of our Roka London bags are under a limited warranty, covering damages outside of normal wear and tear, for a full year from the purchase date.