FAQs

For customer service and support, please contact:

London Flagship Store at mountstreet@simonerocha.com / T: +44 (0)20 7629 6317

New York City Flagship Store at woosterstreet@simonerocha.com  / T: +1 646 810 475

Customer will receive an order confirmation when the order has been placed and a shipment confirmation with the shipping tracking number once the order has been shipped.

All orders are being shipped via DHL.

Please note that orders will be dispatched Monday – Friday between 9 am and 6 pm. We are unable to take responsibility for transit delays or customs clearance issues but will do our best to assist if these problems occur.

UK

Free Delivery over £500 excluding Crocs

Standard 2-3 days £15.00

 

Europe

Standard 5-7 days £20.00

Duties and Taxes

Please note due to Brexit, EU customers are now subject to import duty and VAT. Import duties and local tax are therefore added at check out. Your order will be shipped Delivery Duty Paid, meaning no additional import duties and tax charges will be applied by your local customs office on delivery to your destination. 

 

ROW

Standard International 7-14 days £30.00 

Duties and Taxes

Customers outside the UK are responsible for all import duties and tax charges that maybe applied by your local customs office on delivery to your country. Any Import duty or tax charges are set by your local region and will be invoiced by DHL directly.

Shipment Rejection

If for any reason the customer refuses the shipment, you are responsible for the original shipping charges, any duties, taxes and/or customs charges that are incurred on both the original and return shipments, as well as the cost of returning the package. This amount will be subtracted from your order refund.

 

Simone Rocha operates a 14-day return and/or exchange policy upon receipt of your order. To qualify for a full return, all items must be returned unworn, in their original packaging with tags still attached.

Please note, we hold the right to refuse refunds if the merchandise returned does not meet our return policy requirements. You are responsible for shipping costs associated with returning any item. With the exception of the UK and EU, original shipping costs are not subject to refund.

If you would like to return an order, please go here.

Crocs Collaboration

Crocs can be exchanged, but are not eligible for a refund.

In-Store Returns

Items can be returned either in-store (London and New York) or via post.

Faulty Items

If an item is considered damaged or faulty, to be eligible for a refund you will need to contact us within 48 hours of delivery with as much information and imagery as possible. Please email mountstreet@simonerocha.com or woosterstreet@simonerocha.com and be sure to include your name and order number for reference.