THE SMALL PRINT

RETURNS & REFUNDS

ROKA London offers a 45-day return and refund for all our products

General Refunds & Exchanges

Within 45 days of receiving your ROKA London bag, you can send back the item(s) that you want to return or exchange and we will exchange the items or refund the amount you paid. 

We offer free returns for all exchanges and returns that refund to gift card. We do charge a postage fee for returns with a refund to the original payment method.

Our Return Portal makes returns and exchanges simple and convenient. Any fees will be deducted from the final refund. We will not charge postage 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 unused purchases back within 45 days of the receipt, in the original packaging with all tags still attached. 

How to return/exchange a product

Please have your ORDER number (i.e #12345) and EMAIL and visit our returns portal here:

https://returns.rokalondon.com/

You can select either a Refund or Exchange and provide the reason for the return. There are currently two return options within the portal to return: 

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 

Upon receiving the product we examine it and notify you of a refund/exchange within a reasonable time. We usually process any refund due to you within 1-3 days of receiving the refund confirmation.

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.

Manual Returns

Please use our portal whenever possible as it will track the request and package. If you still wish to manually send your package back please email hello@rokalondon.com with your ORDER number and EMAIL, and the reason for your return and 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. 

Limited Warranty

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.