Shipping policy

Last updated: November 7, 2026

Thank you for shopping with Role. This policy explains how we process and ship orders, what it costs, and what happens if something goes wrong. By placing an order, you agree to this policy, together with our Terms of Service and Refund Policy.

1. Order acceptance
Your order confirmation email confirms that we received your order. It does not mean we have accepted it. We may refuse or cancel any order, including after confirmation, for reasons including: suspected fraud, unverifiable payment or address information, product unavailability, pricing or listing errors, or legal or shipping restrictions to your destination. If we cancel an order after payment, you will receive a full refund.

2. Pricing errors
We work to display accurate prices and product information. If a product is listed at an incorrect price because of a technical or typographical error, we may cancel the order and refund you in full, even after we’ve sent a confirmation.

3. Order processing
Orders are processed and shipped from our fulfillment partner’s international warehouse. When your order ships, we’ll email you a tracking number. Orders with multiple items may arrive in separate packages, at no extra cost to you.

4. Delivery times
Most orders arrive within 6–12 business days worldwide. These times are estimates, not guarantees. Carrier delays, customs inspections, weather, holidays, high seasonal volume, strikes, natural disasters, pandemics, government actions, or other events outside our reasonable control can cause unexpected delays. We are not liable for delays caused by these events. If we expect your order to ship much later than the estimate, we’ll notify you and give you the option to cancel for a full refund.

5. Shipping costs
Shipping costs, if any, are calculated and shown at checkout before you place your order. Some products include free shipping, as noted on the product page or at checkout.

6. Duties and taxes (Delivered Duty Paid)
All orders ship Delivered Duty Paid (DDP). Import duties and taxes for your country are already included in the price you pay at checkout. You will not be asked to pay any additional import charges, customs fees or taxes on delivery.

If a carrier or customs authority requests a payment from you, don’t pay it. Contact us first at info@role-studios.com and we’ll resolve it. We cannot reimburse charges paid without contacting us first.

7. Customs
Customs authorities may inspect, delay or hold any international shipment. We are not responsible for delays caused by customs processing. If customs requests information that only you can provide, such as identification or a tax ID required by your country, you must provide it promptly. If a shipment is seized or destroyed by customs because of information you provided or failed to provide, we may be unable to issue a refund. If a shipment is held for reasons on our side, we will replace or refund your order.

8. Shipping destinations
We currently ship to: Argentina, Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, India, Indonesia, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Mexico, Netherlands, New Zealand, Philippines, Poland, Portugal, Qatar, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Thailand, United Arab Emirates, United Kingdom, United States, and Vietnam.

We do not ship to countries or persons subject to US sanctions or export restrictions. We may stop shipping to any destination at any time.

9. Address accuracy
You are responsible for providing a complete and accurate shipping address and a valid phone number. We are not responsible for orders delayed, lost, misdelivered or returned because of incorrect or incomplete information you provided. Address changes are only possible before the order ships. If a package is returned to us because of an address error, we may charge reshipping costs.

10. Refused or undeliverable packages
If a package is refused, not collected, or cannot be delivered after the carrier’s attempts, we may deduct the original shipping, return and processing costs from any refund. If a package cannot be returned to us, it may not be eligible for a refund.

11. Risk of loss
Responsibility for your order passes to you once it is delivered to the shipping address you provided, as shown by the carrier’s tracking or proof of delivery.

12. Lost, stolen or damaged packages

• No tracking updates: if your tracking shows no updates for 10 business days, contact us.
• Damaged items: contact us within 7 days of delivery with your order number and photos of the package and product.
• Delivered but not received: if tracking shows delivery to your address, check with neighbors and building staff, then contact us within 7 days. We’ll open an investigation with the carrier. We are not responsible for packages lost or stolen after the carrier confirms delivery to the correct address.

If we confirm a loss or damage that happened before delivery, we will replace your order or issue a refund, at our choice.

13. Order changes and cancellations
To change or cancel an order, contact us as soon as possible. Changes are only possible before the order ships. After that, it can’t be modified or cancelled, but you may still be able to return it under our Refund Policy. Approved refunds are issued to the original payment method.

14. Chargebacks and disputes
If you have a problem with your order, please contact us first at info@role-studios.com. Most issues are resolved quickly. If you file a payment dispute or chargeback without contacting us first, we will submit order, tracking and delivery records to your bank or payment provider. We may refuse future orders from accounts with unjustified chargebacks.

15. Limitation of liability
To the maximum extent permitted by law, our total liability for any claim related to an order is limited to the amount you paid for that order. We are not liable for indirect, incidental or consequential damages arising from shipping delays or delivery issues.

16. Your legal rights
Nothing in this policy limits any rights you have under the consumer protection laws of your country that cannot be waived by agreement. Where local law gives you greater rights, those rights apply.

17. Changes to this policy
We may update this policy at any time. The version in effect when you place your order applies to that order.

18. Governing law
This policy is governed by the laws of the State of Wyoming, United States, except where the mandatory consumer laws of your country of residence apply.

19. Contact
Questions? Email us at info@role-studios.com.

Role is operated by AIUSH REFUGEE LLC, a limited liability company registered in Wyoming, United States.