Help/information/FAQ

To create your account, go here and enter the required information in the appropriate fields. Your email address is your ID for future connections.

Create my account

To modify your personal information, change your password or your billing address, go to the "My Account" section and enter your login and password. Once you have logged into your account, you can view and change your information.

Change my information

When you click on the forgotten password link when you log in, enter the email address that was used to create your account. Your password will be sent to you instantly. Remember to check your spam or junk mail if you do not receive it.

Change my information

Your personal data is only used to enable us to send your order correctly. With the European Data Protection Regulation (RGPD), we need your permission for any commercial approach (newsletter, etc.). You have the choice to subscribe to our newsletter or not when creating your customer account, you can also unsubscribe at any time.

To place an order, you must first add the chosen item to your basket:

Each item is presented in a product sheet that includes its characteristics (photo, composition, etc.). To add an item to your basket, go to its card, select your size and/or the colour you want, click on "add to basket". Your basket, located at the top right of your screen, indicates that your addition has been taken into account by indicating the number of items it contains.

You can check the contents of your basket by clicking on it, then click on "order".

All your items are dispatched within 2 working days following the validation of your order. You will be informed by email of the preparation and dispatch of your package.

We send you an order confirmation email a few minutes after your order has been confirmed. In this email, you will find all the information about your order.

When you are connected to your customer account, you can follow the status of your order thanks to the status "validated", "in preparation" and finally "shipped".

See the status of my order

You can cancel your order before it reaches the "in preparation" status.

The cancellation of your order will be taken into account the same day provided that you notify us by email by clicking here before the expected date of dispatch of your order.

We only accept payment by credit card.

You can use the following credit cards: Carte Bleue, Visa and Mastercard.

Yes, the payment is 100% secure. All transactions made on the www.rouchette.com website are secured by our partner's payment system and we use the 3D Secure protocol so that your bank can ensure that the person making the payment is the owner of the card.

Remember to check the validity date of your promo code and to respect the upper and lower case. Codes cannot be combined: if you have several, only one can be taken into account.

If your coupon code still does not work, click here to send us a message.

If your payment doesn't go through, check that the information you send us is correct (card number, expiry date, etc.).

Check with your bank to find out why the payment cannot be made.

For reasons of confidentiality and security, our customer service department does not have information on your bank account. We therefore advise you to contact your bank for any question relating to the validation of the payment.

From the 1st of January 25, we deliver :

• in Metropolitan France (including Corsica) and Monaco.
• in Germany, Austria, Belgium, Denmark, Spain, Ireland (North & South), Italy, Luxembourg, Netherlands, Poland, Portugal, Sweden, Czech Republic, Croatia, Estonia, Hungary, Latvia, Lithuania, Slovakia and Slovenia.

Since the 1st of January 2025, we have chosen DPD to send your parcels.

Delivery in France :

• At home
• In a Pickup relay point, among the 10,000 DPD collection points available. See all the Pickup relays.

Delivery abroad : At home

• Delivery costs are 6€ at home and 5€ at a relay point for all orders in metropolitan France (including Corsica).
• Delivery in metropolitan France is free for orders over €70. Delivery charges automatically deducted when your basket is checked out.
• Delivery to Belgium, Germany, the Netherlands, Luxembourg, Austria, Spain, Italy, Poland, Portugal and the Czech Republic costs €10.
• Delivery to Croatia, Denmark, Estonia, Hungary, Ireland (North and South), Latvia, Lithuania, Slovakia, Slovenia and Sweden costs 15€.

Shipping time takes into account destocking, verification, parcel preparation and delivery. Your parcel is then sent to DPD, who will deliver it to your home address or to a Point Relais, depending on the option you choose.

• Delivery in France: 24h-48 working days.
  Here is the list of departments with 48-hour delivery times: Pyrénées-orientales (66), Aude (11), Hérault (34), Gard (30), Bouches-du-Rhône (13), Vaucluse (84), Haute-Loire (43), Alpes-de-Haute-Provence (04), Hautes-Alpes (05) and Alpes-Maritimes (06).
• Delivery to Corsica: 48-72 working hours.
• Delivery abroad: 2-6 working days.

You receive a text message 24 hours before delivery.

If you realize that you won't be at home at the time of delivery, DPD offers you several options:

• You can change the delivery date
• You can choose to be delivered to your neighbor's home.
• You can choose to be delivered to a safe place (behind the shed, behind the house, ...)
• In France only, You can change the delivery location to one of the 10,000 DPD Relais collection points.
• If you are not there on the day of delivery, a text message will be sent to you to set a new delivery date.

If no change is made and you weren't present for the home delivery, the parcel will be dropped off at the nearest available Pickup point.

When your parcel is dispatched, you will receive an e-mail from us telling you that it has left our warehouse.

An SMS and an e-mail will be sent to you by DPD giving you the parcel number and the link to the DPD website to track your parcel.

If you still have not received your parcel 10 days after shipment, and no delivery notice has been left in your mailbox, please check the status of your parcel on the DPD website.

You can also contact our customer service by email by clicking here.

In these cases, please contact our customer service by clicking here.

You are exclusively responsible for return shipping costs. 

We reserve the right to offer the return postage in the event of a preparation error, if the product is defective or if we are proven to be liable.

The return of the product is at your expense, however we will pay the cost of re-shipping the new pair in the event of an exchange.

When you return a product for exchange, please remember to specify the requested size for each item.

Also, if you wish to change the delivery address, please specify this in your return parcel or on the online returns form.

Products must be returned in their original packaging, with labels and any accessories, in perfect condition for resale.

They must not have been worn, washed or damaged.

You will be refunded as soon as we receive and check the returned items, and within a maximum of 14 days following your return.

You will receive an email informing you that your order has been refunded.

We will re-credit the payment card used for the transaction within a maximum of 14 days after receipt and verification of your items.

Please check your spam and junk mail folders. You can also authorise the domain http:/www.rouchette.com/fr to be sure to receive all our messages.