I am having a hard time with this…
I am having a hard time with this company. I ordered three items from their website on 08/11/25, with order number R2518831. The order was delivered to me after a few days via DHL, I wasn’t informed of any duty/custom fee which I paid to the tune of £210. Bear in the mind the total order for the goods was £590.
After trying on the cloths I didn’t like them so I informed the company I would be returning them, they gave me all the steps on how to return them which I followed. I used DHL to post the items on 22/11/25. This cost me around £47. I was told delivery would be made after 3 days. After 5 days no confirmation of delivery was made so I raised a dispute with DHL, I was told the goods had been intercepted by customs as not having the relevant paper work, this back and forth correspondence with DHL took almost a month to sort out. Whilst experiencing all these delays I kept emailing ROUGH about everything going on. Infact they never say anything relevant, sometimes it takes a few days to get a reply.
When i eventually got back the goods from DHL this was 22/12/25. I decided to pause for the festive period to pass before posting. On 02/01/26 I used parcelforce to send the return, I was told this would take 4 working days to get delivered. There was so many delay along the way but I got confirmation from parceforce with proof of delivery on 26/01/26. I have emailed ROUGH repeatedly to confirm this delivery all I get is that my message will be sent to a relevant department. I am disappointed and heartbroken with everything I have gone through. If they won’t accept the return at least send the goods back to me. Please help!!!
PS- I have raised this issue here before where someone from the company asked me to email support but it never got anywhere.
Reply from ROUGH.
Thank you for taking the time to describe your experience.
We understand that the situation with customs, shipping and the return process has been frustrating. At the same time we would like to clarify an important point regarding import duties and customs charges.
For orders shipped outside the EU, import duties and taxes are determined by the destination country and must be paid by the recipient. These charges are not set or collected by us and unfortunately cannot be predicted in advance. This is clearly communicated in our shipping terms on the website.
As stated in our terms under Customs, Duties & Taxes:
“Orders with a destination country outside the EU may be subject to import duties and additional fees regulated by the local customs office. In case of any additional fees incurred, they must be paid for the package to be released. ROUGH. is not responsible for any fees and cannot predict what duties you might be subject to.”
Regarding your return, we understand the delays you experienced during this period. Around that time we were also going through a warehouse relocation which unfortunately caused slower processing in some cases.
If the return has already been delivered to our warehouse it will be processed accordingly. Should anything still require clarification, please contact our support team again with your order number so we can review the case directly.
Thank you for your feedback.
ROUGH.