Conditions of returns and exchanges
You have the right to change your mind.
If you want to return all or part of your order (excluding gift cards), you have a period of 30 days from the date of receipt to do so.
The item(s) you want to return or exchange must have been purchased on the website Roxy.com and delivered.
To receive a refund, the article must be returned in a re-sellable state and in its original packaging with all instructions for use, accessories and its original barcodes and labels. In the case of an item which is damaged, worn or returned without its associated packaging, Roxy reserves the right to refuse the return of your order.
If you have received a faulty or wrong item, please contact our customer service team and wait for feedback, otherwise, the return shipping costs will not be covered.
Returning goods to our warehouse
Upon receipt of your order, you have 30 days to return your item(s) purchased on the site.
You can generate a free Royal Mail label following the steps below. This service is fully tracked so please keep the Royal Mail receipt as it will contain your tracking number.
Please follow the instructions below
1 | Create your return label
Visit the Royal Mail Returns website.
Follow the steps to create your label: indicate the parcel shape, your Quiksilver order number, your main return reason and your details.
Click “Make your label”.
Check your mailbox.
Your return label will be there ready to be printed.
2 | Carefully pack your items
Put the item(s) you want to send back in a package of your choice and seal it with tape.
If you no longer have the original packaging, pack the item(s) in a suitable box.
3 | Attach the return label
Stick the Royal Mail return label printed to parcel.
Locate the return label provided in the package with your order and stick it also to parcel. The 2 labels are needed.
If you can’t find it, contact us to receive a new one. Without this label, your parcel will not be accepted by our warehouse and will be returned to you.
4 | Drop off the parcel
Drop your parcel to the Post Office of your choice.
Keep your Royal Mail receipt as it will contain your tracking number.
Track your return on Royal Mail website..
5 | Obtain your refund
Upon receipt of your package in our warehouses in Belgium and after confirmation of the condition of the item(s) returned, we will proceed to refund the amount invoiced (excluding postage) depending on your initial method of payment as soon as possible.
You'll receive a confirmation email when your return has been processed by our teams. There will be a maximum of a 10 working days delay before your refund is effective on your account (variable depending on the issuing bank).
If selecting an alternative service, we recommend using a tracked service, our return address is:
MAGAZIJN 16 - To Returns Flow Team
OUDEDIJK - KAAI 1548
All returns need to be sent via post. Returns are normally processed within 10 working days once the returned products have been received at our warehouse in Belgium.
If your return is large and cannot be returned via Royal Mail, please contact us. Our customer service team will be able to assist you.
If you wish to exchange an item, directly send your purchase to the warehouse for a refund and then place a new order.
For more information, please refer to the General Sales Conditions.
During the Christmas period we extend the return deadline until 31st January 2020 for all orders placed between 3th and 31st December 2019.
An adviser is available to help you. You can also place your order by phone, where we can advise you on the cut or size of your product.
Monday to Thursday 8am – 11:30am / 12:30pm - 5pm*
Friday 8am – 11.30pm / 1pm – 3.15pm*
*Excluding French bank holidays
This section allows you to get an immediate answer to our most frequently asked questions.