Frequently Asked Questions (FAQ)
What payment methods do you accept?
We accept several secure payment methods to offer you a simple and reliable shopping experience:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club International
- Apple Pay
- Google Pay
- Shop Pay
All payments are processed via Shopify Payments and protected by SSL encryption.
Do you offer free shipping?
Yes, we offer free shipping on all orders within the United States. No minimum purchase is required.
Do you ship internationally?
No, we currently ship exclusively within the United States.
How long will it take to receive my order?
- Order cut-off time: 11:00 PM (ET)
- Processing time: 1 to 3 business days
- Delivery time: 3 to 9 business days
- Total delivery time: 4 to 12 business days after order confirmation
How can I track my order?
Once your order has been dispatched, you will receive an email with your tracking number. You can also track your order via our Order Tracking page.
What is your return policy?
You have 30 days from the date of delivery to request a return.
Items must be unworn, unused, with tags attached, in their original packaging, and accompanied by the receipt or proof of purchase.
To initiate a return, please email us at support@rouvain.com. Items returned without prior approval will not be accepted.
Where should I send my return?
Our returns are handled by our logistics centre:
DCP, No.1-39, Juyuan Road, Jianggan District, Hangzhou, PRC 310020, China.
Do you provide a return label?
No, we do not provide return labels. Customers are responsible for arranging and covering the cost of return shipping. Once your return is approved, you will receive detailed instructions on how and where to send your parcel.
Which items cannot be returned?
For hygiene or customization reasons, certain products cannot be returned:
- Perishable goods (e.g. food, flowers, plants)
- Custom or made-to-order items
- Personal care products (e.g. cosmetics)
- Hazardous materials, flammable liquids or gases
If you are unsure whether an item is eligible, please contact us.
Can I exchange an item or size?
We do not offer direct exchanges. The simplest option is to return the original item, then place a new order for the desired size or model.
Can I cancel my order?
No. Once confirmed, an order cannot be cancelled. Please double-check your basket before proceeding to checkout.
When will I receive my refund?
Once we have received and inspected your return, you will be notified by email whether your refund has been approved or declined. If approved, the refund will be issued within 10 business days via your original payment method.
Please note that bank processing times may vary depending on your provider.
What should I do if my order is delayed?
If your order has not arrived within 15 business days of shipment, please contact us at support@rouvain.com. We will initiate an investigation with the carrier.
Website Name: Rouvain
Address: 447 Broadway, 2nd Floor, Suite 3093, New York, NY 10013, United States
Email: support@rouvain.com
Phone: +1 302 219 2300
Tax ID (EIN): 61-2276463
Delaware File Number: 10271692
Our customer service team is available Monday to Friday, 9:00 AM – 5:00 PM (ET). We respond within 48 hours.