Exchanges and returns

Which kind of exchanges or returns do you do?
You have a period of 15 calendar days from receipt of the order to make any exchange or return, as long as the garment has not been used, is in perfect condition and includes its label.
You can also ask us to create a voucher / coupon without expiration for the value of the products purchased. It is the only return of the product that you can make in our brand.
For any type of exchange or return, you must notify us, within 15 calendar days from the receipt of your order, about your intention to exchange / return it, by writing an email to [email protected]. The subject of the email must be “PRODUCT RETURN” followed by the number of your order (you will find it on the invoice received).
If you have any questions, you can contact us via WhatsApp at +34622795759 Mondays to Fridays from 09:00 am to 14:00 pm.
How can I make an exchange or a return?
Once the email about your intention to make an exchange or return has been sent, within 15 calendar days from the receipt of your order, you must pack the product in its original packaging and properly wrapped so that it does not suffer damage during shipment.
The package must be sent together with the correctly completed exchange / return form, in which you must indicate your data, the order number and the reason for the exchange / return, to the following address:
Rocío Osorno
C/ Jose de Ribera 7
41960 Gines (Seville)
+34622795759
You will have to pay the shipping costs of the exchange / return. You can choose the company you want to make the shipment. Make sure that the company gives you the tracking number of the shipment so that you can be aware and guarantee the arrival of the package at our offices.
Remember that to make an exchange / return, the garment must be in perfect condition, so it must not have been used and must go with its original label.
Once we receive the package, we will notify you via email of its arrival:
  • In case you have requested the return of the product for a voucher / coupon without expiration, we will send it to you in the same email.
  • In case you have requested a change of size, we will notify you in the email that we will start to make the new size. Our tailoring times are 15-21 business days. If we have the garment in stock, we can send it that same day.
  • In case you have requested an exchange for another model, we will send you a coupon / voucher without expiration, so you can purchase the new model through our web site. Our tailoring times are 15-21 business days.
What is the exchange / return form for?
The form is an essential to make any exchange or return of a product, which you must include in your package along with the garment.
This form is included with the order invoice when you receive the package. If you do not receive it, please contact us via email at [email protected]
Do I have to pay anything for the exchange / return?

To make the exchange / return, you will have to pay for the shipping costs.

Return for tare or defect
At ROCIO OSORNO we do our best to sell all our items in perfect conditions.
If, in an exceptional way, you have received a garment that has a tare or defect, please contact us through the email address [email protected] or a message via WhatsApp at +34622795759 as soon as possible. Whenever is possible, send us an image or video where we can appreciate the tare or defect.
Please take into account that 48h after receiving your order, no claim for tare or defect will be accepted, and the item may be rejected for return.
Customized or tailored dresses

Sometimes we make personalized or made-to-measure garments. These ones could not be exchanged or returned, because they are models to which some modification has been made at the customer’s request.

How can I make an exchange / return if I live abroad Spain?

In this case, the return / exchange works the same, paying you the shipping costs of the return / exchange.