SHIPPING AND RETURN POLICY
All orders that have an amount equal to or less than 79 Euros will have an additional cost in the case of selecting express delivery (this carrier is not available in all countries). It will be reflected as a concept in the checkout process when making the purchase. This amount will not be charged for amounts greater than 79 Euros. In the event of a total or partial return, the order value will be taken as a reference at the end of it, running at the customer’s expense if it does not exceed said order amount.
MINIMUM ORDER AMOUNT NOT REACHED (MINIMUM FEE)
All orders that have an amount equal to or less than 60 Euros will have an additional cost for shipping preparation that will be reflected as a concept in the checkout process when making the purchase. This concept is detailed in the checkout and may vary depending on of the country from which the purchase is made). In the event of a total or partial return, the order value will be taken as a reference at the end of the return, at the customer’s expense if it does not exceed the minimum detailed order amount.
STANDARD SHIPPING POLICY
We will send you a shipping confirmation email with the tracking number and the necessary links to track the shipment. In case of any incident with the shipment, we recommend contacting the shipping carrier directly.
Please note that the current pandemic situation may disrupt normal shipping processes.
- How to make a return of an online order?
At ROVERS we recommend looking at and reviewing the list of sizes that we offer in the “how to buy” section or in the file for each model.
If when you receive your order you are not satisfied, you have a period of 30 days from the date of receipt to return or exchange the item.
- The product must not be used.
- The product must be sent in the same condition in which it was received with the original box and label to the following address within 30 days of receipt. Shipping Address:
ROVERS PS. Algoda PG-1 nr. 50 / Matola Highway | 03296 Elche-Alicante-Spain | 536
- The product cannot be returned before ROVERS gives the authorization and a return number for the merchandise.
- If you have any questions or queries, you can contact the Customer Service department of the On-line store: firstname.lastname@example.org | Phone: +34 96 665 60 03
How do I cancel my online order?
You can cancel your order as long as it is not being prepared by our warehouse. Please note that orders are shipped the first business day after purchase. To request cancellation, contact our Customer Service through the contact form or Chat.
How do I make a claim?
Given our distribution method, for any type of claim or return, you should go to the store where you bought the pair of shoes. The store will contact us to try to give the best solution to the incident.
How to make a claim if I can’t go to the store where I bought my shoes?
Taking into account your impossibility to approach the establishment where you purchased our product, we will try exceptionally from the central office to help you in solving the problem. To do this, you must send us the following information in a single email to email@example.com (essential requirements to be able to resolve the incident):
- Your full name, your address and your contact telephone number.
- The copy of the invoice or purchase receipt.
- The article, the color and the size.
- A photograph clearly evidencing the defect.
Important Note: ROVERS will only accept claims for production defects, never for excessive use, misuse or alterations.
What is the deadline for changes/returns of orders?
To make a change or return you have a period of 30 days after receiving the order. The product must be sent in the same conditions in which it was received with the original box and label.
Is it possible to return my order for a refund?
Yes, it is possible to return the order as long as the return request is made within 30 days of receiving the order.
What happens if I request a change of size and it is not available?
In the event that when your returned order arrives we do not have the new requested size, we will contact you to notify you and we will make the payment for said product.
Reasons why the return may be rejected
- If the shoe is used, any shoe that is used cannot be returned (except for defective ones, of course).
- If the period stipulated for returns is passed, ROVERS may reject said return and return it to the customer. We understand that depending on the country of origin, the return may take two weeks to arrive.
Is it possible to change a model for a different one?
It is not possible to change the model for a different one. If you have purchased a model and want to exchange it for a different one, you must return the first item and purchase the new one you want.
When will I receive the payment for the return of my online order?
If you have returned your online purchase through the web, we will proceed to verify the merchandise and the reasons you have indicated when we receive the order in our warehouses. Once it has been verified, we will manage the payment and you will receive it in your account within a maximum period of 20 business days, counted from Monday to Friday, from receipt in our warehouse.
The payment will be made through the same payment method as the original purchase. It will be visible in your account in the 3 or 5 days following the day it was processed.
Is it possible to change the size of a model purchased in the online store?
From ROVERS we recommend looking at and reviewing the list of sizes that we offer in the “how to buy” section or in the file of each model before placing the order. Our goal is for each customer to be completely satisfied.
As long as the new requested size is available, it is possible to change a model’s size. You have 30 days from the moment you receive the order to make the change. After these 30 days ROVERS is not responsible.
A return for a change in size is always the responsibility of the customer since it is not considered a production failure of the shoe.
Is it possible to change the color of a model purchased in the online store?
As long as the new requested color is available, it is possible to change a model’s color. You have 30 days from the moment you receive the order to make the change. After these 30 days ROVERS is not responsible.