Returns & Refund

Purchased but not shipped (Cancelation):

Your order will be issued as soon as possible after your purchase, you can request a cancellation within 24 hours after placing an order.

However, orders that have already been shipped cannot be canceled. You can request a return after receiving your package for a full refund.

When we receive your return, we will inspect the item in 1 working day and then provide refund.

If approved, you will be automatically refunded through your original payment method. PayPal may take 1-3 business days.

How do I make an exchange?

Only items that are defective, damaged, or in the wrong style are applicable for exchange and must be made within 30 days from receiving your order.
Email us at service@roluplay.com with the subject title: Exchange Request – Order Number.
Our customer service team will get back to you as soon as possible to assist with finalizing your exchange.
Please understand that exchanges are solely dependent on stock availability and roluplay reserves the right to exchange by way of an item(s) of similar value, giving you a refund, or any other methods at the discretion of roluplay.

Received defective/damaged/unusable/missing package
Please take a photo or video of your package and send it to our customer service service@roluplay.com. At the same time provide your order number and order screenshot, and we will verify it for you. After confirmation, we will refund or exchange for you.
Damage/Lost caused by customers is non-refundable.

Product has been shipped/delivered but unused:

If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request.

We always want you to love your Roluplay. But of course, if for some reason the bag is not right for you, you will have 30 days upon receiving your order to return your item to us.

Any request after 30 days will not be honored. Please make sure to contact us by email (service@roluplay.com) at first. We will negotiate the best solution with you according to the specific situation of the customer.

Make sure that the item is in its original, unused condition and has the original packaging, label, and any other tickets attached.
All returns and exchanges are to be shipped to the address below:

2nd Floor, No. 18, Lingbei 4th Road,

Fenghuang Community, Fuyong Street,

Baoan District, Shenzhen

Used products:

We do not offer returns except in EXTREME cases of breakage/malfunction. The customer must email service@roluplay.com for a return authorization prior to sending any product back to roluplay.

Return shipping: borne by the customer. No restocking fee to be charged to the consumers for the return of a product.

Please send us a notification after you ship the item out and you need to provide a tracking number. Once we received the item you sent and check the item is in good condition, we will inspect the item in 1 working days and then provide refund.

Late or missing

Please make sure to contact us by email (service@roluplay.com) at first. We will negotiate the best solution with you according to the specific situation of the customer.

Refunds

If approved, you will be automatically refunded through your original payment method. PayPal may take 1-3 business days. If you have not received a refund, please contact our customer service at service@roluplay.com.

Shipping Damage Claims

In some extreme cases, the item you receive may be damaged during transportation, so you should check the item is in good condition when receiving it. If the unfortunate thing really happens, please provide us with the photo or video and contact us at service@roluplay.com. We will negotiate the best solution with you according to the specific situation of the customer.

If you have questions about this policy, please contact our customer service email at service@roluplay.com.

Contact Us:
Email: service@roluplay.com
Service Time: Monday - Friday: 9 am - 6 pm