FAQ

Where are your retail store locations?

Unfortunately we don’t have store locations. However, we hope to launch store locations in the near future.

Can I order by phone?

Unfortunately, we do not take orders over the phone at this time. However, you may order directly from our online website or on your smartphone.

What kinds of payment methods do you accept?

We accept the following forms of payment:

  • • Visa
  • • MasterCard
  • • Discover
  • • We don’t accept the PayPal

Do you restock items that are sold out?

Unfortunately we do not restock most of our items. You may also contact Customer Service Team to check availability. Customer Service Team will need an item number/product code to confirm availability.

How do I change or cancel something on my order?

Unfortunately, we are unable to make change to your order once it has been placed. If your attempting to cancel your order, Customer Service department check your order status and assist you. Before our warehouse hasn’t fulfilled the order, we are able to cancel it. However, once our warehouse has fulfilled the order, we are unable to cancel it.

I just placed my order and I want to add something to it. How do I do that?

Unfortunately, we are unable to make any change to an existing order. However, if you place a new order that can be shipped with your existing order, usually within 24-hours.

Do you ship internationally?

At this time we do not offer international shipping; however, we hope to offer international shipping in the near future.

When will i get my tracking number?

It will be sent a shipping notification e-mail that includes your UPS tracking information once your order ships.

How do I check on the status of my order?

  • 1.   You may view the status of your order by logging into your roanddenoir account and clicking on My Orders to check on that status of your order.
  • 2.   Click on Order Tracking at the footer of the page. Make sure to have the order # and email address available.
  • 3.   Confirmations are sent via email within 30 minutes when
    1. A.   your order has been received or
    2. B.   your shipment has been processed, based on the valid email address provided to us.
  • 4.   If you did not receive any confirmation emails, please check your email spam filter.
    1. A.   Select roanddenoir.com as a trusted website domain in your spam filter.
    2. B.   To avoid any duplicate orders, please go to My Account to verify your order has been placed before resubmitting your order.
  • 5.   Please allow 24 to 48 hours for your order status to change.

What is your Shipping Policy?

At roanddenoire.com, shipping is no cost to you. Roanddenoir.com ships to the 48 continental U.S. States only. Not valid for international delivery addresses or Alaska, Hawaii, U.S. Territories, P.O. Boxes, and APO/FPO addresses. This offer applies only to standard ground shipping. Additional charges apply for express shipping. Standard delivery usually arrives within 4 – 9 business days from the shipped date, excluding holidays. Please allow 1 - 2days handling time.

Orders are packed and shipped Monday-Friday only. Most orders are shipped within 24 hours from the order date. Orders placed on the weekend and select holidays are processed on the next business day.

If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional 2 business days. Orders with out of stock item(s) may take an additional 5 business days to process and ship.

Alaska, Hawaii, P.O. Box, APO/FPO

  • • Free Shipping is not valid for Alaska, Hawaii, U.S. Territories, P.O Boxes, and APO/FPO addresses.
  • • Standard delivery usually arrives within 5 - 13 business days from the shipped date, excluding holidays.
  • • All packages are sent via UPS

Express Delivery

  • • Express shipping orders placed Monday through Friday, excluding holidays, before 11:00 AM PST will usually arrive within 2 - 3 business days from the shipped date. Please allow 1 - 2 days handling time.
  • • Holidays: Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Day, New Year’s Eve, New Year’s Day.

What is your Return Policy?

For customers in the 48 continental US, a prepaid shipping label will be provided; however, a $9.99 shipping charge will be deducted from your refund. Returns must be receive by roanddenoir within 14 days of your order’s original shipment date. Please return the items in original condition (unworn, unwashed, unaltered) with the tags, including roanddenoir hangtags attached. Carefully review the Non-Returnable Items policy below to make sure you item is eligible to be returned.

Non-returnable Items

  • • Earrings, hair accessories, and beauty products
  • • Return received after 14 days of the original shipment date
  • • All items marked “FINAL SALE” ( Final sale item also cannot be exchanged)
  • • Damaged, washed, worn or altered items, including items returned with deodorant, makeup, smoke, perfume and/or stains

To return merchandise purchased via our roanddenoir.com, please follow the steps:

  1. A. Once we have received your request you will receive an email confirming your request that will also include a pre-paid label.
  2. B. Affix the pre-paid label to your package, and be careful to remove or cover the original shipping label, No postage is required; however, a $9.99 shipping charge will be deducted from your refund.

Upon mailing, your return will be processed in approximately 2-3 weeks. Additional processing delays may occur. You will receive an email confirmation when your refund has been processed and credited. Refunds will be credited to the original method of payment.

Exception

International delivery addresses or Alaska, Hawaii, U.S. Territories, P.O. Boxes, and APO/FPO addresses is not valid for a prepaid shipping label; however, can be returned by personal shipping method.

Personal Shipping Method

We recommend that you use your own track-able and insured shipping method. Please mail your return to:

Roanddenoir.com
Attn: Returns Department
4731 Fruitland Avenue
Los Angeles, California 90058
Order #____________.

Roanddenoir is not responsible for shipping fees or lost returns. Please allow approximately 2 – 3 weeks for processing. Additional processing delays may occur. You will receive a notification when your return has been processed.

RO&DE noir reserves the right to determine eligibility for refunds, and to update this Policy at any time without notice.

How do I exchange?

Do not offer exchanges at this time. Please return the item you do not want and place a new order on reanddenoir.com