FAQ
FREQUENTLY ASKED QUESTIONS
Can I return my order?
Yes, we offer a 14-day return policy, meaning you have 14 days from the receipt of your item to initiate a return. For our full return policy, please click on Returns.
Return shipping costs are the responsibility of the customer and may vary depending on the carrier and country of return.
We recommend keeping your shipping receipt with tracking information until your return has been fully processed.
Can I purchase individual items separately?
No, our products are not available for individual sale. All items are carefully curated and designed to be part of a complete set, outfit, or look. To maintain the stylistic integrity and exclusive character of our brand, we only offer products as part of full combinations.
This means that accessories, tops, bottoms, or other pieces cannot be purchased separately outside of the full set they belong to.
Can I return or exchange just one item from a set?
Only full sets can be returned, including all accessories. If you would like the set but in a different size, we advise you to create a return and reorder the set in the correct size.
How do I track my order?
Once your order has been picked up for shipping, you will receive an email. After that you can track your order in our track & trace system.
Shipping Costs
We offer free shipping:
The Netherlands and EU countries:
Free shipping for orders from €100,-
UK, Iceland, Switzerland, Cyprus:
Free shipping for orders from €150,-
For details on shipping times and fees for orders below the free shipping limit, see our Shipping & Costs Policy here.
Please note: return shipping costs are the responsibility of the customer and will not be reimbursed.
Why is there no VAT listed on my invoice?
We are a Dutch small business registered under the KOR (Small Business Scheme).
This means we are exempt from charging VAT, and therefore no VAT is listed or refunded.
All prices in our shop are VAT-inclusive where applicable, but no VAT is charged separately.
Will I receive a refund after returning my order?
We will notify you once we have received and inspected your return, and let you know if the refund has been approved.
If your return meets our return policy and is approved, your refund will be processed to your original payment method within 10 business days.
Costs for return shipments are not refunded.
Are customs fees and import duties included in exchanges?
We do not cover import duties or customs fees on exchanges.
How can I contact you?
Got a question or need help? We're happy to assist you. Send us a message from our contact page or drop us an email at: info@roaluci.com. We respond to you asap on working days (Monday to Friday) as soon as possible.
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