SHIPPING & RETURNS.
Clear shipping information. Straightforward returns. Shop with confidence.
At Rough & Smooth, we want every customer to have a clear understanding of our shipping and return procedures before making a purchase.
Please review the following information to understand how orders are processed, delivered, and returned.
Shipping Destinations
Rough & Smooth ships throughout the United States and to eligible international destinations.
Shipping availability depends on the delivery address, applicable shipping services, and destination restrictions.
Available shipping methods and charges are displayed during checkout.
Order Processing
Orders are ordinarily processed within 1–3 business days, excluding weekends and applicable holidays.
Processing begins after payment authorization and order confirmation.
Processing time does not include shipping transit time.
Customers will receive a shipping confirmation and tracking details when tracking is available.
Shipping Costs & Delivery
Shipping charges are calculated and displayed during checkout.
Free shipping is available on qualifying orders over $111, subject to the geographic eligibility and other conditions shown with the promotion and at checkout.
Delivery estimates depend on the shipping destination, selected carrier, and shipping method.
Delivery estimates are not guarantees unless expressly stated otherwise.
If we cannot ship an order within the promised timeframe, we will notify the customer and provide the delay, cancellation, and refund options required by applicable law.
International Shipping & Customs
International orders may be subject to customs inspections, import duties, taxes, and other charges imposed by the destination country.
Any responsibility for these charges will be disclosed in accordance with applicable law and the shipping arrangements presented to customers.
International delivery times may vary due to customs processing, carrier operations, and destination-specific requirements.
30-Day Return Policy
Rough & Smooth accepts eligible returns within 30 days of delivery.
Customers may return an item that does not fit or meet their preferences, provided it satisfies all applicable return conditions.
We maintain strict merchandise standards to ensure returned products remain suitable for resale.
Return Eligibility
For an ordinary return to be accepted, merchandise must:
Be unworn, unwashed, and unused.
Remain in its original condition.
Be free from perfume, cologne, deodorant, makeup, sweat, body odor, stains, pet hair, and any other signs of wear or use.
Include original tags and packaging where supplied.
Be free from alterations, modifications, or customer-caused damage.
Customers may briefly try on clothing indoors to determine fit. However, merchandise must remain in its original, clean condition.
Products worn beyond a reasonable fitting, including for outings, activities, or extended periods, are not eligible for ordinary returns.
Mandatory Return Inspection & Documentation
Every returned item undergoes a physical inspection upon receipt.
All returned merchandise will be photographed and documented as part of our quality-control and refund-review process.
The inspection may include examination of:
The item's overall condition.
Original tags and packaging.
Stains, discoloration, or visible damage.
Odors, fragrances, sweat, or other signs of use.
Alterations or modifications.
Rough & Smooth reserves the right to reject ordinary returns that fail to meet our disclosed eligibility requirements.
If a return is rejected, the customer will receive an explanation and instructions regarding the merchandise.
Return inspections do not override consumer rights protected by applicable law.
How to Request a Return
To request a return, contact info@roughandsmooth.co within the applicable return window.
Please include your order number, the item you wish to return, and the reason for the request.
Our customer service team will provide return instructions and the appropriate return shipping address.
Please do not send merchandise to our general business location without receiving return instructions.
We recommend using a shipping service with tracking and keeping your shipping receipt until the return is resolved.
Return Shipping Costs
Customers are responsible for shipping costs associated with ordinary returns, including returns requested because of size, fit, or personal preference.
Shipping costs are not automatically reimbursed for ordinary returns.
Different arrangements may apply to defective, damaged, incorrect, or otherwise nonconforming merchandise, as required by applicable law.
Refunds
Once returned merchandise has been received and inspected, customers will be notified whether the return has been approved or rejected.
Approved refunds will be issued to the original payment method.
The time required for the refund to appear may vary depending on the payment provider and financial institution.
Original delivery charges are generally nonrefundable for ordinary returns, except where required by applicable law.
If an item fails inspection, a refund may be denied for an ordinary return. The customer will receive an explanation of the decision.
No Exchanges
Rough & Smooth does not offer exchanges for different sizes, colors, styles, or changes of preference.
Customers are encouraged to review product descriptions and sizing information carefully before purchasing.
Customers wishing to purchase a different product, size, or color may place a new order.
An eligible original purchase may be returned for a refund under this policy.
This no-exchange policy does not restrict legally required remedies for defective, incorrect, or otherwise nonconforming goods.
Damaged, Defective or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact info@roughandsmooth.co.
Include your order number, a description of the problem, and photographs where reasonably available.
We will review the issue and provide an appropriate remedy in accordance with applicable consumer protection laws.
These claims are handled separately from ordinary change-of-mind returns.
Customer Rights
Rough & Smooth respects applicable United States federal laws, New York State consumer protection laws, and mandatory consumer protections that may apply to international purchases.
Nothing in this policy limits statutory rights that cannot lawfully be waived, including applicable rights concerning defective products, inaccurate product descriptions, delivery failures, or mandatory cancellation periods.
Contact Us
For shipping questions, return requests, or refund assistance, please contact:
Rough & Smooth
Brooklyn, New York, United States
Email: info@roughandsmooth.co
Website: www.roughandsmooth.co
We are committed to maintaining clear policies, responsible product handling, and fair treatment of our customers.