Customer Service

Shipping & Returns
Shipping destinations

We ship worldwide. Please accept our apologies, due to regulatory restrictions we are unable to ship fragrances to all countries. Currently, we can deliver our scents to the following list of countries (islands excl.): Austria, Belgium, Czech Republic, Denmark, France, Germany, Hungary, Liechtenstein, Luxembourg, Monaco, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain and Switzerland.

Shipping costs

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

 

Order value Germany & UK Rest of EU Rest of the world (Standard) Rest of the world (Express)
Up to €49.99 €3.95 €6.95 €9.95 €24.95
Between €50.00 and €99.99 Free Free Free €24.95
Over €100.00 Free Free Free Free

 

VAT-free shopping on international orders

Orders from non-EU countries are VAT-free. Prices are automatically reduced and shown exempt from VAT once you've selected a delivery country outside the European Union. If you have a customer account with your standard delivery address outside the European Union and are logged in while shopping from us, prices are automatically shown exempt from VAT.

Import duties, taxes, and charges for orders from non-EU countries are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to ordering.

Currencies

We want you to be able to browse comfortably in your own currency, or at least a currency more familiar to you. To do this, please feel free to use our currency selector in the upper left corner of the page to switch between various currencies. In order to change your delivery country, please add a product to your shopping cart, navigate to the cart afterwards and choose your country from the drop down menu below the order total. Please note that all transactions will be charged in EUR and the final amount displayed on your statement may vary from the guide total we provide depending on the exchange rate your card issuer provides. For any questions regarding this, please don't hesitate to contact our Customer Service.

Delivery time

Delivery time depends on the destination. Customers in Germany should receive their order within 2 - 3 business days. Delivery to all other countries usually takes 3 - 7 business days with express and 10 - 14 days with standard service. Please note that delivery time can also be affected by customs at the destination country. You can track your shipping at any time using the tracking number you will receive from us once the package has left our warehouse.

Delivery service

All make-up orders within the European Union are dispatched by DHL. Outside the European Union, we either ship with Deutsche Post or DHL Express depending on your choice during checkout. Perfume orders are dispatched using Trans-o-flex and all orders within Germany or to Switzerland are shipped via DHL. Please make sure that someone is available at your delivery address when your products are being delivered as a signature is required.

Returns

Rouge Bunny Rouge hopes 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.