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.

We deliver in France (including Corsica) and Monaco.

We also deliver to Belgium, Germany, the Netherlands, Luxembourg, Great Britain, Ireland, Italy, Spain, Portugal, Switzerland and Austria.

We have chosen La Poste Colissimo to send your parcels. You can choose to have your parcel delivered directly to your home or to one of the 7000 collection points offered by La Poste.

Delivery costs are 7€ for all orders in Metropolitan France (including Corsica) and Monaco.

Delivery costs in Metropolitan France are free for orders over €70. The costs are deducted automatically when you validate your basket.

For Belgium, Germany, the Netherlands and Luxembourg, delivery costs are 10€.

For Great Britain, Ireland, Italy, Spain, Portugal, Switzerland and Austria, the delivery costs are 12€.

The delivery time is 48 hours following the validation of your order. This time corresponds to the preparation time of your order: destocking, verification, preparation of the package and labels. Your parcel is then given to the Post Office, which delivers it to your home or to a collection point, depending on the option chosen, within 48 hours.

If you are not at home, your parcel will be delivered to the postal contact point indicated on the delivery notice left in your letterbox.

Your parcel will be kept for a period of 15 days from the day after the delivery notice was left. At the end of this period, your package will be returned to us.

When your parcel is shipped, you will receive an email from us indicating the parcel number as well as the link to the La Poste website to track your parcel.

If you still have not received your parcel 7 days after shipment, and no delivery notice has been left in your mailbox, please check the status of your parcel on the Post Office 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 have a period of 15 working days from the day of receipt of your order to return the products ordered.

We will be more flexible during the holiday season regarding this period, however it is imperative that the products are returned in their original packaging, with the labels and any accessories, in perfect condition for resale.

They must not have been worn, washed or damaged.

Go to your customer account to complete and print the "return-exchange form" indicating the item you wish to return and the reason for the return. This form should be enclosed with your parcel.

You will then receive by email the return label to stick on your parcel and remember to keep the "proof of deposit" part signed and stamped by the postal services.

If you have chosen Colissimo Domicile for delivery, you will have to drop off your return package at a La Poste branch. If you have chosen Colissimo Point Retrait, the return is made via your collection point.

No. You are solely responsible for the return shipping costs.

We reserve the right to offer the return costs in case of preparation error or defective / damaged product upon receipt, if our responsibility is proven.

You have 15 working days to exchange any item that is not suitable.

Go to your customer account to complete and print the "return-exchange form" indicating the item you wish to exchange and the reason for the exchange.

You will then receive by email the return label to stick on your parcel and remember to keep the "proof of delivery" part signed and stamped by the postal services.

If you have chosen Colissimo Domicile for delivery, you will have to drop off your return package at a La Poste branch. If you have chosen Colissimo Point Retrait, the return is then made via your collection point.

No. The exchange costs are exclusively at your expense. However, we will pay for the cost of re-shipping if you exchange for another size.

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

They must not have been worn, washed or damaged.

You will be reimbursed for the amount paid upon receipt and verification of the returned items and within a maximum of 14 days following your return.

You will receive an email informing you of the refund of your order.

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.