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.

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.

Postal Returns

UK

Free Returns within the United Kingdom.

Please contact mountstreet@simonerocha.com to obtain a prepaid returns label. 

ROW

All returns require a Return Authorisation Number and returns without a Return Authorisation Number will not be accepted. Please contact the store your order has been shipped from at mountstreet@simonerocha.com (London) or woosterstreet@simonerocha.com (NYC) to obtain a Return Authorisation Number. 

The buyer is responsible for any return shipping costs. Simone Rocha is not responsible for return shipping costs nor duty reimbursement in the case of international purchases. Please ship the return via a trackable method and hold onto a valid proof of postage until you receive your refund.  

For EU and International returns, please clearly mark your package and commercial invoice as ‘Returned Goods’ to avoid delays at Customs. 

Please send your parcel to the store address you have obtained your Return Authorisation Number from:

London Flagship Store
FAO: Simone Rocha Returns

Simone Rocha
93 Mount Street
London
W1K2SY
United Kingdom

New York City Flagship Store
FAO: Simone Rocha Returns

Simone Rocha
71 Wooster Street
New York
NY 10012
United States

We will process your return within 7 working days, please allow up to 14 days for refunds to show in your account.

Faulty Items

If an item is considered damaged or faulty, to be eligible for are fund 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.