At Roots Clothing, we believe in comfort, style, and simplicity—in our clothing and in your shopping experience. We want you to love every piece you order, whether it’s our cozy Activewear, a perfect Dress, or essential Baby (0-24 Months) items. If something isn’t quite right, our hassle-free returns and exchanges process is designed to be as straightforward as our aesthetic.

Quick Summary: You have 15 days from the delivery date to initiate a return or exchange. Items must be unworn, unwashed, with original tags attached, and in original packaging. Refunds are issued to your original payment method within 7-10 business days after we receive and inspect the return.

Our Return & Exchange Promise

Just as we carefully select materials for our Bottoms, Bags, and Accessories, we’ve designed a returns process that respects your time and investment. Our goal is to make this experience as worry-free as wearing your favorite weekend pieces.

Step-by-Step Return & Exchange Process

1

Initiate Your Request

Within 15 days of receiving your order, email our customer experience team at [email protected] with the subject line “Return/Exchange Request” and include:

  • Your order number
  • The item(s) you wish to return or exchange
  • Reason for return/exchange
  • Whether you want a refund or exchange (if exchange, include preferred size/color)

We’ll respond within 24-48 hours with a Return Merchandise Authorization (RMA) number and instructions.

2

Prepare Your Package

Please ensure items are:

  • In original condition (unworn, unwashed, no signs of use)
  • With all original tags and labels attached
  • In original packaging if possible (especially important for Baby items and Accessories)
  • Include a copy of your packing slip or order confirmation
Important: For hygiene and safety reasons, Gloves and Hats that have been removed from their original sealed packaging cannot be returned unless defective. This ensures all our customers receive products that meet our quality and hygiene standards.
3

Ship Your Return

Send your package to our returns center:

Roots Clothing Returns
3642 Chatsworth Road
Fayetteville, US 72703

We recommend using a trackable shipping service and retaining your tracking number. Original shipping costs are non-refundable. For exchanges, we cover the cost of shipping the replacement item to you.

4

Receive Your Refund or Exchange

Once we receive and inspect your return (typically within 3-5 business days of arrival):

  • Refunds: Will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal) within 7-10 business days. You’ll receive an email confirmation when processed.
  • Exchanges: We’ll ship your replacement item within 1-2 business days using your preferred shipping method. You’ll receive tracking information via email.

International refunds may take additional time to appear on your statement, depending on your bank or payment provider.

Return Request Email Template

To make the process even simpler, here’s a template you can copy and fill in:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Roots Clothing Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Date Ordered: [Order Date] Item(s) for return/exchange: – [Product Name, Size, Color] – [Additional item if applicable] Reason for return/exchange: [e.g., wrong size, changed mind, defective item] Preferred resolution: [ ] Refund to original payment method [ ] Exchange for: [Product Name, Size, Color] I confirm that the item(s) are unworn, unwashed, with original tags attached, and in original packaging where applicable. Please send the RMA number and return instructions to this email address. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – optional]

Important Notes & Exceptions

Non-Returnable Items

To ensure quality and safety for all customers, the following cannot be returned unless defective:

  • Gloves and Hats that have been removed from their original sealed packaging
  • Items marked as “Final Sale” or “Clearance” (if applicable)
  • Personalized or custom-made items
  • Items damaged due to wear, washing, or improper care

Defective items: If you receive a defective product, contact us within 7 days of delivery with photos of the issue. We’ll arrange a replacement or refund immediately.

International Returns

As a global brand shipping worldwide (with few exceptions in remote regions and parts of Asia), we accept international returns. However, please note:

  • Return shipping costs are the customer’s responsibility
  • Customs duties and taxes are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Exchange-Only Items

For certain seasonal or limited-availability items in our Dresses & Skirts, Activewear, and Accessories collections, we may only be able to offer exchanges or store credit rather than refunds. We’ll inform you if this applies to your item when you initiate your request.

Still Have Questions?

Our customer experience team is here to help—just like we’re here to provide the perfect fit in your Clothing and Bottoms.

Contact Our Customer Experience Team

Email: [email protected]

Response Time: Within 24-48 hours during business days

Hours: Monday-Friday, 9am-5pm EST

We’re committed to resolving your request with the same attention to detail we put into every stitch of our garments.

Policy Updated: October 26, 2023 | Effective Date: October 26, 2023
© 2023 Roots Clothing. All rights reserved.