Policies & Customer Information
Every ROCHA HOUSE piece is thoughtfully personalized and prepared with care. Processing times vary depending on the level of customization selected.
Personalized: Typically 3–5 business days after receiving your order and personalization details.
Signature: Typically 5–7 business days following final design approval.
Bespoke: Typically 1–2 weeks following final design approval, depending on the complexity of your project.
These timelines are estimates and do not include shipping or delivery time. Should your order require additional time, we will keep you informed.
Processing Times
Privacy Policy
At ROCHA HOUSE, we respect your privacy and are committed to handling your personal information responsibly.
Information We Collect
When you place an order, submit an enquiry, or contact us, we may collect information such as your name, email address, telephone number, shipping or pickup details, and personalization preferences.
How We Use Your Information
We use your information to process and fulfill orders, communicate with you, prepare personalized designs, arrange shipping or collection, and respond to enquiries.
We do not sell your personal information or use it for unrelated marketing without your consent.
Payments and Website Services
Our website is hosted by Squarespace. Payments are processed through the secure payment services available at checkout. ROCHA HOUSE does not directly collect or store your complete payment card details.
Squarespace and its service providers may process information necessary to operate the website, facilitate payments, and provide essential services.
Cookies and Website Analytics
Our website may use cookies and similar technologies to support essential website functions, improve the browsing experience, and understand website activity.
Protecting Your Information
We take reasonable steps to safeguard personal information and limit access to what is necessary for operating our business.
We retain information only as long as reasonably necessary for business, legal, and recordkeeping purposes.
Your Privacy Choices
You may contact us to request access to or correction of your personal information, or to ask questions about how it is handled, subject to applicable legal requirements.
Every ROCHA HOUSE piece is personalized especially for you. Because of the custom nature of our products, we generally cannot accept returns or exchanges due to a change of mind.
Cancellations
Once customization work has begun, cancellations generally cannot be accepted, except where required by applicable law.
For Signature and Bespoke orders, cancellations are subject to the stage of design and production already completed.
Returns & Exchanges
Personalized products are generally non-returnable and non-exchangeable unless they arrive damaged, defective, or do not match the agreed order specifications.
If there is a problem with your order, please contact us at hello@rochahouse.com so we can review the situation and work toward a fair resolution.
Nothing in this policy limits your rights under applicable consumer protection laws.
Returns & Cancellations
We carefully inspect and package every ROCHA HOUSE piece to help ensure it arrives safely.
If your order arrives damaged, defective, or differs from the agreed specifications, please contact us at hello@rochahouse.com preferably within 48 hours of receiving your order.
When contacting us, please include your order number, a brief description of the issue, and clear photographs of the product and, where relevant, its packaging.
We will review your concerns and work with you to find an appropriate resolution, which may include a replacement, repair, or refund, depending on the circumstances.
The suggested 48-hour reporting period helps us address shipping-related issues promptly and does not limit your rights under applicable consumer protection laws.
Damaged or Incorrect Orders
Contact Information
We're always happy to help!
If you have questions about an order, personalization options, or any of our policies, please get in touch.
ROCHA HOUSE
Email: hello@rochahouse.com
We aim to respond to enquiries within 1–2 business days.
