Returns
Returns for UK Online Purchases
Here’s what you need to know:
• Our standard returns policy is 60 days for online orders.
• Your return may be rejected if item(s) fail to be in a resalable condition.
• Items must be in their original condition and include all tags.
• You do not have to pay anything when you drop your parcel off, however all UK returns are subject to a £3 return fee per order which will be deducted from your refund unless the item is faulty or for an exchange.
• Online orders returned to store are free and the value will be given on a ROMAN gift card.
• Returns for an exchange are FREE
• Your invoice and order details can be found in your order confirmation email.
• You will receive email confirmation of your return.
• Your refund will be issued via the original payment method within 3 – 5 working days after your return has been processed.
Please note that certain categories of products cannot be returned. See our Non-returnable Items section below for further information.
How to Return Your Items by Post for a Refund or Free Exchange
There are now two easy ways to return your ORDER to us.
If you have a despatch note, you can use the pre-paid return label on your invoice. Securely re-package your items in the bag we delivered them in (making sure to include your despatch note with completed returns information inside it) and attach the pre-paid return label to the package, over the top of the original delivery label. You can then take your items to your nearest Royal Mail post office. We will offer you a free exchange for a different size of the same item, or refund you on the original method of payment for your order.
Unfortunately, we are unable to provide exchanges for different items or different colours of the same item—we are only able to provide an exchange for a different size of the same item.
Please note that when returning items for a refund which are not faulty, a £3 return fee per order will be deducted from your return to cover postage costs. We offer free size exchanges or a free return if the item is faulty on all orders. £3 will be deducted from each of your returned orders refunds. Please note that this also applies to Klarna orders.
Please retain your post office receipt until your refund has been issued. This is your proof of return postage.
Roman accepts no responsibility for any returns of products not sold via Roman.co.uk – these items will be disposed of on receipt.
How to Return Your Items to a Store
To return your items to a store, simply bring your items (along with proof of purchase) to your nearest Roman store, within 60 days of the date shown on your despatch note. We will offer you a free exchange for a different size of the same item, a free exchange for another item, or refund you on a gift card.
Please note that only Roman stores are able to provide in-store returns for online purchases; Roman retail concessions are unable to provide returns services for online purchases. If you are unsure whether you can return your items to a Roman store, please contact the store using the details found on our store locator page.
We are unable to provide in-store returns for online purchases which are faulty; these must be returned by post.
We are also unable to provide in-store returns for online purchases from Next, Amazon or another third-party, or purchases made through our website which were paid for using Klarna; these must be returned by post.
Unfortunately, we can only reimburse the value of your return onto a gift card for online purchases which are returned to a store; we are unable to provide cash refunds.
Please note: We currently do not accept returns of Lilly + Hope brand product in store. These items must be returned online.
Returns for International Online Purchases
We hope that you love everything you buy from us. However, if this is not the case, we promise to refund any item you are unhappy with—provided you return it to us in a saleable condition, with all tags attached, within 60 days of your order being despatched. In most circumstances, we will refund you on the original method of payment for your order.
You’ll need to pay for any postage fees for your return, and we strongly recommend you use a recorded delivery service and keep proof of postage. Your parcel is your responsibility until it reaches us, and we cannot accept liability for goods that get lost or damaged in transit back to us.
Unfortunately, we cannot provide exchanges for international online purchases. However, you are able to return your items to us for a refund and then place a new order instead.
Please note that certain categories of products cannot be returned. See our Non-returnable Items section below for further information.
Returns for Roman Store Purchases
Here’s what you need to know:
• Our standard returns policy is 30 days for store orders.
• Your return may be rejected if item(s) fail to be in a resalable condition.
• Items must be in their original condition and include all tags.
• Returns can only be completed with a valid receipt.
• In store orders returned to store are free and the value will be given on a ROMAN gift card.
• Returns for an exchange are FREE
• Please note: We currently do not accept returns of Lilly + Hope brand product in store. These items must be returned online.
We hope that you love everything you buy from us. However, if this is not the case, we promise to refund or exchange any item you are unhappy with—provided you return it to us in a saleable condition, with all tags attached, within 30 days of the date you purchased your items.
To return your items to a store, simply bring your items (along with proof of purchase) to any Roman store. We will offer you a free exchange for a different size of the same item, a free exchange for another item, or refund you on a gift card.
Please note that purchases made in a Roman retail concession can only be returned to the same retail concession where the purchase was originally made; these cannot be returned to any other Roman retail concession, Roman store, or online. If you are unsure whether you can return your items to a Roman store, please contact the store using the details found on our store locator page.
Please note that certain categories of products cannot be returned. See our Non-returnable Items section below for further information.
Returns for Purchases From Next, Amazon or Another Third-party
If you have purchased your items from Next, Amazon or another third-party, you will need to follow the instructions provided by them in order to return your items. We are unable to provide postal or in-store returns services for items purchased from third-parties.
What happens if I receive a faulty item?
Please contact customer services via the contact us form if you receive a faulty or damaged item as soon as possible.
How Long it Will Take to Get Your Refund
We aim to process returns as quickly as possible. If you have returned your items by post for a refund, you should typically receive the money back into your bank account within 14 working days of us receiving your return.
We’ll do our best to refund your whole order at once, however if your return is large, we may need to split this into separate refunds.
There is no need to contact us. You’ll receive an email when your refund has been processed.
We are unable to look into any refund queries until 15 working days have passed.
For items purchased online that are returned to a Roman store, you will receive the value of your return to a gift card immediately once accepted. Please ensure you bring your despatch note as the store will not be able to process your return without one.
Please contact us if you have a question about your refund.
How to Track a Return by Post
For UK orders, when you return your items at your nearest Royal Mail post office, they will provide you with a tracking code and instructions which you can use to check the status of your return through their Track and Trace service.
For international returns, we strongly recommend you use a recorded delivery service and keep proof of postage. Your parcel is your responsibility until it reaches us, and we cannot accept liability for goods that get lost or damaged in transit back to us.
If you’ve lost your tracking code, we may be able to track your return; please contact us for further assistance.
Non-returnable Items
Any items you would like to return must be in their original condition, with all tags attached. For any items that have been worn or no longer have their tags, we may not be able to provide a refund or exchange. Alternatively, we may only be able to provide a refund on a gift card.
For hygiene reasons, we are unable to provide returns services on the following types of items if they have been worn and/or are not in their original packaging:
• Face masks
• Lingerie/underwear
• Earrings
• Hats, fascinators and other headwear.
We are also unable to provide in-store returns services for the following types of items; these must be returned by post:
• Beauty and bath products
• Bedding
• Throws/blankets
• Homeware
• Shoes
• Accessories.
Your consumer statutory rights are not affected.
We are also unable to provide refunds for funds that are on a Roman gift card.