Refund policy

EXCHANGES & RETURNS

Gold&Rouge offers a 15-day return policy from the date of receiving your item. To be eligible for a return, your item must be in its original packaging, unworn or unused, with tags, and accompanied by the receipt or proof of purchase. Items that are damaged, dirty, or do not comply with our return policy will not be accepted, and refunds may be refused.

To start a return, please contact us at customerservice@goldandrouge.com with your order number and details of the item to be returned. We will provide you with instructions and, if applicable, a return shipping label. Items sent back without prior authorisation will not be accepted.

Within the EU, shipping costs for returns are generally covered by the customer, except in cases of defective items or wrong deliveries, where Gold&Rouge will cover costs. For exchanges, shipping costs will always be covered by Gold&Rouge. Outside the EU, return shipping costs are the responsibility of the customer. Unfortunately, returns from outside the EU are not accepted unless the item is faulty.

Once we receive and inspect your return, we will notify you if the refund is approved. Approved refunds will be processed to the original payment method. If payment was made via bank transfer, you will need to provide your banking details for the refund. Refunds are issued after the returned items have been checked and processed, typically within 10 business days. If more than 15 business days have passed, please contact us at customerservice@goldandrouge.com.

Please inspect your order upon receipt. If the item is defective, damaged, or not as ordered, contact us immediately so we can resolve the issue. You have 15 days from identifying the defect to request a return or refund. This does not affect your statutory rights.

The fastest way to get a different size, model, or product is to return the original item, and once the return is accepted, place a separate order for the desired item. Our customer service team will be happy to assist you with the process.

Certain items cannot be returned, including perishable goods (such as food, flowers, or plants), customised products (such as special orders or personalised items), personal care items (such as beauty products), hazardous materials, flammable liquids, gases, sale items, and gift cards. For any questions regarding specific items, please contact us at customerservice@goldandrouge.com.

If the merchandise is shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. Items must be in the same condition as received, unworn or unused, with tags, and in their original packaging, along with the receipt or proof of purchase.

For any queries about returns, exchanges, or refunds, please contact: customerservice@goldandrouge.com

Return Address:
Statusplanet, SA
N. 3, nº1423
2380-220 Bugalhos, Portugal