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ORDERING ONLINE+

WHAT DO I DO IF I FORGOT MY PASSWORD?

You can click on the account icon in the upper right navigation,” followed by “Sign in,” then “Forgot your password,” and an auto-generated password will then be sent to your registered email address.

WILL YOU SEND ME AN ORDER CONFIRMATION?
When you place an order on delaroq.com an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact info@delaroq.com and we will send you the order details.

DO I NEED TO SET UP AN ACCOUNT TO ORDER SOMETHING ONLINE?
You don’t have to set up an account to shop with us but we recommend that you do. It is fully possible to check out as a guest, but if you register an account you can track your order, request returns and save information which will make future purchases easier.

HOW DO I CANCEL MY ORDER?
To cancel an order you must contact info@delaroq.com before our warehouse starts processing it, after that we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the warehouse starts processing it and cancellation is not permitted, then you must return it for a refund instead.

HOW DO I CHANGE MY SHIPPING ADDRESS?
Unfortunately, you cannot update your shipping address yourself after the order has been placed. To change your shipping address you must contact info@delaroq.com before the order has been shipped.

SHIPPING AND DELIVERY+

WHERE IS MY ORDER SHIPPING FROM?
Orders will be shipped from our US warehouse, located in New York.

HOW DO I TRACK MY ORDER?
We will send you a shipping confirmation email with a tracking number as soon as your order has shipped.
You can click on the tracking number to view the status of your shipment. You can also check the status of your shipment entering your tracking number at the courier’s website. Additionally, you can view your tracking number by logging in to your online account.

HOW ARE ORDERS SHIPPED?
All orders are shipped with FedEx or USPS, depending on your item to be shipped. FedEx and USPS usually operates between 9 am – 6 pm on business days. You can specify an alternate, more convenient daytime delivery address when ordering, for example your work address.

IS MY PACKAGE INSURED?
All items are insured against theft and accidental damage whilst in transit from the Delaroq warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

WHEN WILL I RECEIVE MY ORDER?
As soon as your order has been shipped, you will receive a confirmation email along with a tracking number. The regular processing time is between 1-3 business days, and the estimated delivery varies based on the shipping address. For standard shipping, your order should arrive within 7 business days and 3 business days for express shipping. More specific shipping days can be found under our help section and shipping information.

WHERE DOES DELAROQ DELIVER?
We ship worldwide.

WHAT DUTIES AND TAXES WILL I HAVE TO PAY?

All orders shipped to New York State are subject to state sales tax.

INTERNATIONAL ORDERS

Upon arrival to the destination country, INTERNATIONAL ORDERS MAY BE SUBJECT TO DUTIES AND TAXES BILLED BY THE DESTINATION COUNTRY’S CUSTOMS DEPARTMENT. The recipient must bear any additional charges for customs clearance; we have no control over such charges and cannot predict what they may be. We are not responsible for customs or transit delays. 


CAN I SHIP MY ORDER TO A P.O. BOX, APO, OR FPO ADDRESS?
Unfortunately, we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses.

Payment+

All payments made on www.delaroq.com are secure. You may pay by debit card, credit card, Paypal or another alternative payment method specified to your geographical location. Payment via bank transfer, check or COD are not accepted. We do not accept orders via telephone at this time. New York state residents will be charged sales tax.

The price of products outside US is calculated according to the rate of exchange between the base currency on our website and the local currency of the destination country at the time you place your order. We reserve the right to update such exchange rates regularly at our sole discretion, and you acknowledge that such updates may affect product pricing on the Website. You will be charged according to the applicable exchange rate at the time you place your order via the Website.

For some countries we will offer you the option to pre-pay applicable taxes, which will then be calculated and included in the final price when you place an order through the website. You acknowledge that such taxes are set by the shipping destination country and therefore may vary from country to country.

Returns and Exchanges+

WHAT IS YOUR RETURN / EXCHANGE POLICY?
Delaroq will accept returns for handbag orders for refund in their original condition within 14 days of receipt of your order. Returned handbags must also include the dust bags with original tags attached. Handbags with any sign of wear will not be accepted for a return. If you would like to exchange your handbag for an alternate size, please e-mail info@delaroq.com. Note: For all exchanges you must request a full refund. You may then re-order the correct item(s) once a full refund has been issued to your account.

HOW DO I RETURN / EXCHANGE AN ITEM?
To return/exchange an item, please contact info@delaroq.com and request a(n) return/exchange. Make sure you provide your order ID, tracking number and reason for the return/exchange. Once you have submitted your request, a return authorization and domestic shipping label will be sent to you within 72 hours with return instructions. Please do not ship your return back without this authorization, as it will not be processed.

Original shipping costs are non–refundable, and a $10 fee will be applied if you choose to use our domestic return label. Delaroq reserves the right to refuse any return on merchandise that does not meet the above requirements. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued. We appreciate your understanding.

I HAVE RECEIVED A FAULTY PRODUCT, WHAT SHOULD I DO?
We will need to establish the details of the damage before we decide how to proceed, please do not send anything back to us without our knowledge and confirmation. Please visit our contact page for contact information.

I WANT TO RETURN SOMETHING BUT I CHECKED OUT AS A GUEST / DON’T HAVE AN ACCOUNT. WHAT DO I DO?
Please contact info@delaroq.com and provide them with your order ID, tracking number and reason/exchange.

I RECEIVED AN ITEM FROM YOU AS A GIFT. CAN I RETURN IT?
If the gift was bought from us online, you can return it within 14 days upon delivery. We require the name of the person that bought the gift, and the item must be in its original condition with all the tags still attached. If the items are returned for a refund, this can only be issued to the original form of payment.

IS MY PACKAGE INSURED AND DO I NEED TO SIGN FOR THE PACKAGE?
All orders sent from us are insured until you have received it. FedEx requires a signature upon delivery, therefore, we strongly advise you to track the order to make sure you are available at the shipping address at the time of delivery.

WILL I RECEIVE A FULL REFUND?
When returning items from your order, if such returns are shipped/postmarked within 14 days of receipt, and are returned in their original, unworn condition and with tags attached, then we will issue a full refund EXCLUDING the initial shipping cost, tariffs and duties.

WHEN DO I GET MY REFUND?
When we have received and processed your return, we’ll send you an email confirmation. Normally it takes 3-5 business days before you can see the refund back on your account, depending on your bank, credit card or form of payment.

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