FAQs

 

Contact Information

 

For customer service and support please contact:

London: T: +44 (0)20 7629 6317 | mountstreet@simonerocha.com

New York: T: +1 646 810 4785 woosterstreet@simonerocha.com

 

Shipping Information

 

Upon placing an order, customers will receive an order confirmation email. A separate shipping confirmation email, including the tracking number, will be sent once the order has been shipped.

All orders are shipped via DHL from our London Flagship Store.

Please note that orders will be dispatched Monday – Friday between 9 am and 6 pm. We are unable to take responsibility for transit delays or customs clearance issues but will do our best to assist should these problems occur.

 

UK

Standard Delivery: 2-3 days: £15

Free delivery for orders over £500 (this does not apply to any orders containing collaborative products with Crocs and/or Adidas)

 

EU

Standard Delivery: 3-5 days: £20

Duties and Taxes - Orders shipped to European countries are now duty-free. Your order will be shipped on a Delivery Duty Paid basis, meaning no additional import duties, taxes, or customs charges will be applied upon delivery to your destination.

 

ROW

Standard Delivery: 5-7 days: £30

Duties and Taxes - All applicable duties, taxes, and VAT are calculated and included in the final price shown at checkout. Orders are shipped on a Delivery Duty Paid basis, meaning no additional import duties, taxes, or customs charges will be requested upon delivery to your destination.

 

Shipment Rejection

If for any reason you refuse attempted shipment, you are responsible for the original shipping charges, any duties, taxes and/or customs charges that are incurred on both the original and return shipments. This amount will be subtracted from your order refund.

 

Returns & Exchanges

Simone Rocha operates a 14-day return and/or exchange policy upon receipt of your order. To qualify for a full return, all items must be returned unworn and in their original packaging.

Please note, we hold the right to refuse refunds if the merchandise returned does not meet our return policy requirements. You are responsible for the shipping costs associated with returning any item. Return shipping fees are set at £15 for the UK, £20 for Europe, and £30 for ROW. With the exception of the UK and EU member countries, original shipping costs are non-refundable and will be deducted from your final refund amount.

If you would like to commence a return for your order, please go here.

 

Discounted Items

Items discounted at more than 50% off can be exchanged, but are not eligible for a refund.

 

In-Store Returns

Items can be returned either in-store or via post, provided they are returned within 14 days of purchase.

 

Faulty Items

In the event that an item is received damaged or faulty, please contact us within 48 hours of delivery and provide sufficient information and photographic evidence to be eligible for a refund. Please email mountstreet@simonerocha.com and be sure to include your name and order number for reference.