Shipping information.

All products in stock will be dispatched within 2-3 working days of order placement from our warehouse in Italy. Once the order is dispatched the arrival times vary depending on where you are in the world but we aim for 3-5 working days. *Shipping will vary for pre orders.

*If your Roulais product is available as a pre order, we produce it and ship it as follows:

  1. We collect your order within the pre order window, 4-5 weeks before the stock becomes available. You will receive an order confirmation email including a timeline of when you can expect to receive your order.

  2. As soon as the products are ready we send out all the pre orders at the same time. You will receive a shipping confirmation via email as soon as it is dispatched.

Sizing

We don’t want you to have to go through any return experience if it’s avoidable, so we urge you to refer closely to our size guide. If you need help with sizing, or your size is not available, please contact us.

Order confirmation email

When you submit an order, we’ll send you a confirmation email. This email is your proof of purchase. 

Order tracking email

When your order is shipped, you will receive an email with an order tracking number from the shipping provider. This email will be different from the order confirmation email that you received as proof of purchase on the day you submitted your order.

Shipping

Currently, we ship to the EU and UK free of charge.

To Hong Kong, Japan, Singapore, and South Korea we ship at a flat rate of €40 per order.

To the USA and Canada, we ship at a flat rate of €25.

Customs

Extra-European orders may be held by your local customs authority for an additional time for assessment since we ship from Italy. Please keep hold of your tracking information, you will be notified by the courier whether your items are being held.

Will I be charged any extra taxes/duty fee upon delivery?

Please be aware that orders delivered outside the European Union may attract additional import duty or local sales tax. This is to be paid by the receiver upon arrival in the country or at delivery. We do not deliver duty paid at this moment.

Rules and charges vary by country and local governments, therefore we encourage you to look up your country’s rules to avoid any surprises.

Return policy.

To initiate a return, you must complete and submit the customer service form. Your return form will be reviewed, and if return requirements are met, we’ll promptly send you a return instructions email explaining how and where to return your package to us. Items sent back to us without a submitted and accepted return form will not be accepted. Please be aware that products made under special offers, i.e. socks included with sneaker purchases, cannot be refunded or returned.

The return process is as follows:

  1. Register the return by clicking here. You will receive instructions and a printable return label.

  2. Place the item in the original packaging, or similar, and seal/secure the package according to postal guidelines.

  3. Place the return form directly in the product box.

  4. Schedule a pickup through your preferred shipping provider or drop off the parcel at your local post office.

  5. All returns shipping costs are the responsibility of the customer.

14-day return window

The date that you place your return request with us must be within the 14-day return window to be approved. The return window starts at 12:00pm on the day the item is delivered to your address. 

Return shipping costs

We do not cover return shipping costs except in the unlikely event that the item is faulty or we have gotten your order wrong. 

Exchanges

The fastest way to ensure you get what you want is to submit a return request for the item you have, and once the return is accepted, make a separate purchase for the new item. If we have it in stock we will send it as soon as possible. This way, you can receive your new item while the return shipment and refunds are being processed.

Damages and other issues

Please inspect your order upon receipt and contact us immediately in the unlikely event that the item is defective or damaged or if you received the wrong item. We will work with you to make it right.

Warehouse

Our warehouse is in the area of Venice, IT - the same region as our manufacturer.

Refunds

We offer a full refund if you complete the return of your item within 14 days of having received it, as long as it is in the same condition you received it in and is unworn and unused, with original tags, and in its original packaging. 

How long do refunds take?

Please allow up to 2 weeks for your online order return to be processed once it has been received by our warehouse as it needs to be quality checked. Once issued, refunds will appear in your bank account within 7 working days.

FAQs.

Can my order be delivered to a different address to my billing address?

Yes, you can choose a different shipping address upon checkout.

Can I change the delivery address?

No, unfortunately. Once your order has been placed, we are not able to make changes to your delivery address. Please take your time when submitting your order. Once you receive notice from us that your order has shipped, you will have to contact the shipping provider directly.

What countries do you ship to?

Currently, we ship to the EU, UK, USA, Canada, Hong Kong, Japan, Singapore, and South Korea.

Please contact us at orders@roulais.com for shipping requests to countries not included above.

How do I track my order?

After your order is shipped you will receive an email from Roulais.com with your delivery details including a tracking number. Use this number to refer to your shipment and track it on the shipping provider’s website.

Will I be charged any extra taxes/duty fees upon delivery?

It’s possible if you are outside of the EU. Please remember that all customs/duties surcharges placed on an item(s) are the responsibility of the customer and not Roulais at this time. We encourage our customers to check their country’s importation policies before placing orders to avoid any unwanted surprises.

Do you offer free returns or collections?

We are not able to provide this service at the moment but we hope to provide it in the future.

How long do I have to return my items?

We will only accept items that are unused and returned within 14 days of delivery. Please read our ‘Returns information’ section at the top for more information.

Need help?

Please contact us at orders@roulais.com for any assistance whatsoever.