FAQ
Quick answers to common questions
Orders & Account
How do I reset my password?
Click the account icon in the upper right corner, select “Sign in,” then “Forgot your password.” An email will be sent with reset instructions.
Will I receive an order confirmation?
Yes. A confirmation is emailed to you once your order is placed. If you entered the wrong email, contact info@delaroq.com.
Do I need an account to order?
No, you can check out as a guest. Creating an account allows you to track orders, save details for faster checkout, and request returns more easily.
Can I cancel or change my order?
Please contact us right away at info@delaroq.com. If your order has not yet shipped, we can cancel it so you can place a new one. Once an order is processed or shipped, we are unable to make changes or cancellations.”
Can I update my shipping address?
Please contact info@delaroq.com before your order ships. Once in transit, addresses cannot be updated.
Shipping
Where do you ship from?
All orders ship from our U.S. warehouse in New York.
How will my order ship?
We use FedEx or USPS, depending on the item. Shipping is available Monday–Friday during business hours.
Can I ship to a P.O. Box, APO, or FPO address?
Unfortunately, we cannot ship to P.O. boxes, APO, FPO, or freight forwarding addresses.
Is my package insured?
Yes. All orders are insured in transit until delivered.
When will I receive my order?
Orders ship within 1–3 business days. Delivery typically takes 3–5 business days for standard shipping and 1–2 days for express.
Do you ship internationally?
Yes, we ship worldwide.
Who is responsible for duties and taxes?
International orders may be subject to duties, taxes, or customs fees upon delivery. These are the customer’s responsibility and are not included at checkout.
Payment
What payment methods do you accept?
We accept all major credit cards, Shop Pay, PayPal, and other local methods available at checkout. All payments are secure. New York State residents are charged sales tax.
Returns & Exchanges
What is your return window?
Returns and exchanges are accepted within 14 days of delivery if items are unused, unworn, and in original condition with tags and dust bags.
How do I start a return or exchange?
Use our Returns Portal. You’ll need your order number and email or ZIP code.
Is there a fee for returns?
Yes, a $9 flat fee applies if you use our prepaid label. Original shipping costs are non-refundable.
Are any items final sale?
Yes. Gift cards, personalized/monogrammed products, and marked-down sale items are final sale.
What if I checked out as a guest?
You can still process a return using the Returns Portal.
What if I received a faulty item?
Please email info@delaroq.com within 48 hours of delivery with photos, and we’ll make it right.
Can I return a gift?
Yes, if purchased on delaroq.com. Refunds will be issued to the original payment method, or we can provide store credit.
When will I receive my refund?
Refunds are issued to the original payment method within 5–10 business days of return approval, excluding initial shipping costs, duties, and taxes.