How do I return an item (or order) ?

You have 15 days from the date of receipt of your order to change your mind and return it for a refund.

We do not offer exchanges at the moment, but we’re working on it 😊
You have two options: return your item by mail, or return it to one of our Rouje stores in France (excluding discounted items):

Good news! To allow you to shop with confidence at Rouje, returns are possible until January 15, 2025, for purchases made between November 11 and December 24, 2024. (Valid excluding promotional offers).

It is not possible to send items to these stores, so you will have to go there directly.
You can find more information about our return conditions 🔍 and return fees 🔍

1. Create a return request:

• If you have a Rouje account, you can create the request directly in “My orders,” 🔍

• If you don’t have an account, simply head to the very bottom of our website and click on “Manage my return,” or click 🔍
You’ll need your order number and the email address that was used to place your order ✨
Your order number starts with “EA” or “US” and can be found in your confirmation emails and on your package.

If your order cannot be found, please make sure you are on the website for your country 😊
==> If your order number starts with EA, make sure you’re on our European website, 🔍
==> If your order number starts with US, make sure you’re on our International website, 🔍

2. Next, select all the items you wish to return (choosing the reason for each one). Once all the items have been added, click on the button to confirm your return. By

3. Print the document and prepare your return package:
• The return form is mandatory and must be included in your package so our teams can identify you and proceed with your refund.
• The return label must be affixed to the outside of the package, and the package must be dropped off at the carrier indicated on the label.

4. You’ll receive an initial email confirming receipt of your package by our logistics team, who will refund you within 5 business days.

You’ll receive a second email confirming your refund. The return shipping fees will be deducted from your refund. For information on return fees in each country, click 🔍

We also offer a tailoring service if you simply wish to keep your item and have it adjusted to your needs. For more information, please visit 🔍

What are the conditions for returns ?

You have 15 days from the date of receipt of your order to change your mind and return it for a refund. We do not offer exchanges at the moment, but we’re working on it 😊

Please keep in mind the following tips to ensure your refund goes smoothly:
– Returned items must be intact, in their original packaging, with no signs of use, and with their labels still attached.
– Les Filles en Rouje beauty products must be returned intact, in their original packaging, with no signs of use.
– Shoes must be returned in their original box, which cannot be used as the return package.
– Les Filles en Rouje beauty sets cannot be returned.
– If you are returning your entire order, then the tote bag included in your package must also be returned.

Any returns that do not meet the above conditions will be refused and returned to you at your expense.

Any incomplete return (without a return form RMA, or with items that do not match the RMA sent, or with extra or missing items) will be subject to a longer processing time by our team.

The same conditions apply for discounted items 😊
However, these items cannot be returned to stores (by mail only).

How much does it cost to return an order?

Good news for you! We’ve set up a solution that allows you to benefit from our carrier rates to make your returns easier. You no longer have to pay any costs in advance, as these will be deducted from your refund.

The amount varies from country to country, and is shown in the table below :

Country	Return price
France, Belgium	2 €
UK	10£
Germany, Spain, Italy, Netherlands, Portugal	8 €
Bulgaria, Cyprus, Croatia, Estonia, Finland, Greece, Hungary, Ireland, Lithuania, Latvia, Malta, Romania	15 €
Luxembourg	10 €
Austria, Czech Republic, Denmark, Poland, Slovakia, Slovenia, Sweden, Andorra	12 €
Switzerland	$17
Barbados, Brazil, United Arab Emirates, Oman, Qatar	$40
Canada, United States, Singapore, Iceland, Chile, Philippines, Malaysia, Russia, Guam, Ukraine, South Africa, Morocco, Reunion, Colombia, Guernsey, Brunei Darussalam, Isle of Man, Indonesia, Argentina, French Polynesia, Andorra, Canary Islands	$20
New Zealand	$35
Australia, South Korea, India, Israel, Japan, Jersey, Mexico, Montenegro, Norway, Puerto Rico, Taiwan, Thailand, Turkey, Vietnam	$28
Singapore	$22
China	¥198
Macau	¥278
Hong Kong	HKD215

Would you like to make a free return?

Go to one of these stores with your return label :

The same conditions apply for discounted items 😊
However, these items cannot be returned to stores (by mail only).

Can I request an exchange ?

At the moment, we do not offer exchanges—but we’re working on it!
Please return your item for a refund and place a new order.

What if I used a welcome or birthday code?
– If you’re returning your entire order, you’ll receive a new code when we process your refund—simply wait until we receive your return 😊
– If you’re only returning part of your order, unfortunately, you will not be able to benefit from another code.

What if I benefited from another promo code?
Please contact our Customer Service Team 🔍 and we’ll see if we can give you the same discount.

Please note that exchanges cannot be made in stores. If you return an item to a store, the store will simply refund the item back to the payment method used to place your order. You can then purchase something else (if you wish!).

Can I return or exchange my order at a Rouje store ?

You can return an online order (excluding discounted items) free of charge at one of the following Rouje stores in France:

Simply request your return as described 🔍, select an in-store return, and print the return form as the team in our store will need it to process your refund 🙂

Discounted items cannot be returned to stores but by mail only.
Click 🔍 for more information on purchases made directly in our stores.

Can I modify my return request ?

Unfortunately, return request cannot be modified once they have been made, but you have the option to cancel it directly from your account!

In case of doubt, we recommend contacting our Customer Service Team 🔍 with the list of items you’d like to return, and we’ll adjust your return so your refund is correct!

Can I return two orders in the same package ?

You live in Europe
You can absolutely return two (or more) orders in the same package to save on return shipping costs ✨
However, you must follow the following procedure:

1. Create a return request for EACH of the orders you wish to return. For information on creating return requests, click here 🔍. You’ll get a return form and a return label for each order.
2. Place ALL the return forms inside the package, and use only one of the return labels to mail your package.
3. Your return will be processed within 5 business days after reaching our warehouse. Once you receive your refund, contact our Customer Service Team 🔍 to be refunded for the remaining (unused) return labels 😊

You live outside the EU
If you live outside the European Union, it is not possible to return several orders in the same package. We’re sorry for any inconvenience this may cause.
Each international return request automatically generates a shipping label linked to a customs declaration for the items declared in your return.
If customs officers discover that the items in your package do not correspond to the items that were declared, the package may be seized or returned to you, incurring additional charges.
It is therefore not possible to include multiple returns in a single package, and we shall not be held liable if your package is seized or returned to you for this reason.

When and how will I receive my refund ?

How long will it take to get my refund?
Once our logistics center has received your return, we’ll send you an initial email to assure you that it has arrived.
Your return will subsequently be processed within 5 business days, and we’ll send you a second email to confirm your refund. It can take up to 48 hours for your refund to appear in your account 🙂

How will I be refunded?
The amount of your refund is automatically credited back to the payment method that was used to place your order.

Gift card: If you paid for all or part of your order with a gift card, the amount will be automatically credited back to your card and can be used for your next order!
Welcome or birthday code:
– If you’re returning your entire order, your code will be automatically reactivated when we process your refund—simply wait until we receive your return 😊
– If you’re only returning part of your order, unfortunately you will not be able to benefit from another code.
Other promotions: If you’re returning an order that you placed with another special offer or promotion, feel free to contact our Customer Service Team 🔍 and we’ll check to see if you can benefit from the promotion again 🙂

The amount of your refund doesn’t look right?
This is probably because your return shipping fees were deducted from your refund. The amount of these fees varies from country to country. Click 🔍 for more information on return shipping fees

If you have a question, please feel free to contact our Customer Service Team 🔍 and we’ll be happy to help!

How do I return an item bought at a Rouje address ?

Purchase in a Rouje store
If you made your purchase in store, you can give us a visit with your receipt in hand and within 30 days of your purchase, where you will be able to exchange your item, or get a voucher upon presentation of your receipt.

Purchase in an outlet
If you made your purchase at our Le Bon Marché or Galeries Lafayette Haussmann outlets, you will have to go back to these stores to return your items.

💡The return must be done at an address in the same country as the purchase address.
💡Pieces where tags were taken off cannot be returned. Les Filles en Rouje beauty products must be returned intact, unopened, unused and in their original packaging, otherwise we will not be able to accept your return and proceed with the refund.

💡 Returns of items bought during Archives sales can only be processed by mail.

RETURN & REFUND