Returns

Standard Product Returns

Effective from February 1st 2023, We will no longer be offering a product exchange service as part of the returns process. If you wish to change the size or colour of a product, simply place a fresh order for what you need, whilst also returning the item you have bought for a full refund. Please refer to our returns instructions on how to return your item. This change affects changing your mind on the product and does not affect faulty products or product recalls.

Returns instructions: Simply post the item back to us with RETURNS and your order number clearly labelled on the outside of the packaging, e.g. 'RETURNS #100000111'

Please post all returns to our distribution office; 
Rouleur Returns
C/O Green Snow Limited
Unit 15-17
Mortimers Industrial Estate
Ower
SO51 6AF

Please just make sure;

  • You contact us within 14 days of receiving your order.
  • They are returned to us within 30 days of receiving your request to return.
  • They are returned to us in perfect condition.

Please make sure the item is not visibly worn, damaged, marked in anyway or is a condition that we deem renders the item unsaleable. All items must be returned with all relevant swing tags and labelling.

We are sorry but no postage costs will be refunded unless an item is faulty.

 

Refunds and Exchanges

When you return an item you have 2 options:

REFUND to original payment method i.e, card, paypal account etc (please be aware this can take up to 5 days depending on your bank)

OR

EXCHANGES We are not able to offer exchanges any longer. If you wish to exchange, simply place a fresh order for what you need, whilst also returning the item you have bought for a full refund.

 

Faulty orders

If you believe your order to be faulty you may be entitled to a replacement or full refund providing that:             

  • You contact us within 7 days of receiving your order.
  • If requested, they are returned to us (initially at your cost) within 30 days of receiving your request to return the faulty item. 
  • Return postage costs will then be reimbursed to the equivalent spent.

If we can confirm that there was a fault present when we originally despatched the order you will be entitled to whichever we see fit, either a replacement or full refund, including postage charges via your original payment method.

Cancelling orders 

If you change your mind once you have placed an order and have not yet received your goods you may be able to cancel your order.  We need written confirmation of cancellation from you, so you’ll need to contact us quoting your order number ASAP.

If you have already received your order, you will need to return all the items in the order.

 

International returns

Please note, it is important that you label the parcel as a 'return to original sender' as this will ensure there are no custom duties to pay, if this is not marked properly the parcel will be returned to you to be resent correctly.

We do not offer exchanges to international customers. If you wish to change an item, you will have to return the item(s) back to us for a refund and place a new order.