Customer Service

Shipping & Returns
Shipping destinations

We ship to any street address in the United States, including Alaska, Hawaii, Puerto Rico and U.S. Territories.

Shipping costs

Shipping costs depend on the shipping destination and are calculated automatically during the checkout process. Please see the following tables for more details.

Delivery to the contiguous United States (no PO boxes or APO addresses):

Shipping service Cost Expected arrival
UPS Ground FREE for all orders over US$50 and US$4.95 for all orders below US$50 (excluding sales tax) 1-6 business days
UPS 2nd Day Air US$9.95 2 business days
UPS Next Day Air US$29.95 1 business day

Delivery to PO boxes or APO addresses in the contiguous United States:

Shipping service Cost Expected arrival
USPS Priority Mail FREE for all orders over US$50 and US$4.95 for all orders below US$50 (excluding sales tax) 1-6 business days (there is no tracking available for this service)

Delivery to Alaska, Hawaii, Puerto Rico & U.S. Territories:

Shipping service Cost Expected arrival
USPS Priority Mail FREE for all orders over US$50 and US$4.95 for all orders below US$50 (excluding sales tax) 3-5 business days or less (there is no tracking available for this service)
UPS 2nd Day Air US$24.95 2-3 business days

Please note that the expected arrival time excludes weekends and holidays. Dangerous goods cannot ship via UPS 2nd Day Air or UPS Next Day Air (this includes our fragrances). Orders placed after 12:30pm PST will be shipped the following business day. Orders placed on a weekend day will be processed on the following Monday, holidays excluded. Please allow up to 48 hours for processing in addition to time in transit.

Delivery service

All orders are dispatched by UPS and USPS. Please make sure that someone is available at your delivery address when your products are being delivered as a signature is required when using UPS.

Returns

We hope that you will be delighted with your order. However, if for any reason you are not completely satisfied we are happy to offer a refund on all goods returned to us within fourteen (14) days of your receipt of goods provided they are in their original, unopened and unused condition.

Should the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund. Please notify us immediately by emailing our Customer Service at the email address on your invoice and we will be able to assist you.

If you'd like to return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, please email our Customer Service at the email address on your invoice and let us know your order number and which items you would like to return. You will be required to arrange and pay for the return of the items to us, so please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel. We recommend shipping your return with a service that provides tracking and insurance as we are not responsible for any packages lost in transit. If you require a refund we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within thirty (30) days of receiving your returned goods, provided that you have returned the goods to us in their original, unused condition, accompanied by the packing invoice and / or delivery receipt at our distribution centre (you will find the address on your invoice) within fourteen (14) days of your receipt of goods. Please pack and return your merchandise securely (in the original package if possible) and also include any promotional gifts included in your order. We will notify you via e-mail once your return has been received and send you another email when the refund has been initiated. Refunds will only be made against the original credit card or bank account used. Please note that your financial institution will likely take approximately seven business days to reflect this transaction.

For hygiene reasons we cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within twenty-eight (28) days of our notification. Products purchased online can only be returned via the website. Retail stores selling Rouge Bunny Rouge products will NOT be able to process a refund or exchange on items bought via our online store.