Refund policy
RETURN & REFUND POLICY
Last updated: July 2026
Thank you for shopping with ROLVOUX. We carefully inspect every handbag before dispatch. This policy explains the conditions for returns, refunds, exchanges and order cancellations.
READY-TO-SHIP HANDBAGS
Ready-to-ship handbags may be returned within 14 days of the confirmed delivery date.
To qualify for a return, the handbag must be:
• Unused, unworn and undamaged
• In its original condition
• Free from marks, scratches, stains, perfume, makeup or signs of use
• Returned with all original tags, straps, accessories and protective packaging
• Accompanied by the order number or proof of purchase
ROLVOUX reserves the right to decline a return if the item does not meet these conditions.
MADE-TO-ORDER AND CUSTOMIZED HANDBAGS
Made-to-order, personalized and customized handbags are created specifically for the customer and are considered final sale once production has begun.
These products cannot be returned, exchanged or refunded because of:
• A change of mind
• Personal preference
• Ordering the wrong colour, size or design
• Minor variations in leather grain, texture, stitching or colour tone
• Slight differences caused by lighting or screen settings
A made-to-order handbag may qualify for replacement, repair or refund only if it arrives damaged, defective or materially different from the confirmed order.
RETURN REQUESTS
Before returning any item, contact ROLVOUX through our Contact Us page or customer-service email.
Please provide:
• Your full name
• Order number
• Reason for the return
• Clear photographs if the item is damaged, defective or incorrect
Do not send an item back without receiving return instructions from ROLVOUX. Unauthorized returns may not be accepted.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order immediately after delivery.
If your handbag arrives damaged, defective or materially different from your order, contact us within 48 hours of delivery.
Please provide:
• Your order number
• Clear photographs of the handbag
• Clear photographs of the shipping package
• A description of the problem
Please keep the handbag, accessories and all original packaging until the matter has been reviewed.
If the claim is approved, ROLVOUX may offer an appropriate repair, replacement or refund.
RETURN SHIPPING
Customers are responsible for return shipping costs for approved change-of-mind returns involving eligible ready-to-ship handbags.
ROLVOUX will cover reasonable return shipping costs when an item is confirmed to be damaged, defective or incorrect.
We strongly recommend using a tracked and insured shipping service. ROLVOUX is not responsible for returned packages that are lost, damaged or delivered to an incorrect address.
Original shipping charges are non-refundable unless the return results from an error by ROLVOUX.
RETURN INSPECTION
All returned items are inspected after arrival.
We will notify you whether the return has been approved or declined.
Items showing signs of wear, use, damage, alteration, missing accessories or improper packaging may be declined and returned to the customer.
REFUNDS
Approved refunds will be issued to the original payment method used for the order.
Please allow time for your bank, card issuer or payment provider to process and display the refund after it has been issued.
Shipping charges, customs charges and other non-product fees are non-refundable unless required by applicable law or the return results from an error by ROLVOUX.
EXCHANGES
We do not guarantee direct exchanges.
For eligible ready-to-ship products, the customer may be asked to return the original handbag and place a new order for the preferred item.
Made-to-order and customized handbags cannot be exchanged unless they arrive damaged, defective or materially different from the confirmed order.
NON-RETURNABLE ITEMS
The following items cannot be returned:
• Made-to-order handbags after production has begun
• Personalized or customized products
• Items marked Final Sale
• Gift cards
• Items that have been used, worn, altered or damaged after delivery
• Items returned without original tags, accessories or packaging
• Items returned outside the applicable return period
ORDER CANCELLATIONS
Cancellation requests must be submitted as soon as possible after placing an order.
Ready-to-ship orders cannot be cancelled after dispatch.
Made-to-order or customized orders cannot be cancelled once materials have been prepared or production has begun.
Submitting a cancellation request does not guarantee that the order can be cancelled.
NATURAL LEATHER VARIATIONS
Leather is a natural material. Slight variations in grain, texture, colour tone and markings are not considered defects.
Minor differences in stitching and finishing may also occur because ROLVOUX handbags are handcrafted.
CONTACT US
For return, refund, damage or cancellation requests, please contact ROLVOUX through the Contact Us page or the customer-service email displayed on our website.