Please see below for frequently asked questions regarding our policies in the current situation.
We will update this as and when is necessary.
Q: Are any of your stores open?
A: All Roman locations are now closed as per government guidelines. This will be for a period of four weeks and we will decide what happens next based on the latest advice from the UK government.
Q: Can I still place orders online?
A: Yes, you can still place orders online 24 hours a day, 7 days a week.
Q: I have a gift card – how can I spend it?
A: The Gift Card is valid for 12 months and we also accept Gift Cards as payment online, the cards details can be entered at the payment stage of the checkout.
Q: When will I get my package?
A: We advise you continue to track your order via the Royal Mail website with the tracking information provided in your dispatch email.
Q: Is it safe to receive parcels?
A: According to the World Health Organization (WHO), the likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 (Coronavirus) from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.
All our warehouse staff and delivery couriers are fully informed of the precautionary safety measures in place to avoid the spread of COVID-19.
Q: If I am in isolation how will they deliver my parcel?
A: All delivery couriers have been advised to reduce contact with customers. Orders are generally being placed on the doorstep where possible and the occupier accepts the orders completely contactless.
Q: Royal Mail was unable to deliver my order to my workplace and I cannot go to the post office to collect it. What should I do?
A: Royal Mail will return uncollected parcels to us after 30 days. If you would like your order resent to an alternative address let us know via the form on the contact-us page.
Q: Have you stopped international deliveries?
A: We are pleased to say international delivery is currently running as normal.
Q: Has your in store returns policy changed?
A: As our stores are closed, we have extended our in-store returns policy so customers can return purchases from 30 days once the stores reopen. Please hold on to your store returns and proof of purchase till then.
Q: Is it possible to return online orders?
A: Yes, you can still return online orders as normal and we have extended our returns policy to 60 days. It may take us slightly longer to process your returns but you will receive an email to confirm as soon as it has been processed. If you’d like an exchange, simply return your items to us with notes on the dispatch note instructing what you'd like to return for an exchange and to which size.
Q: Do you have a new returns policy during the new lockdown
A: Yes, if you made a purchase in one of our stores you will have 30 days to return to your chosen store, from the date it reopens. We will update you on store opening dates as soon as we are able to. Online shoppers have 60 days on receipt of their order to return via post, as standard, with exceptions in special cases.
Q: I’ve bought something from a store that I want to return?
A: Don’t worry, please hold on to your store returns and proof of purchase till our stores reopen. You will have 30 days from the day they reopen to return your items.
Q: I’ve bought something online I want to return, but am currently self isolating
A: Don’t worry, we have updated our returns policy to 60 days from date of delivery, this should cover any self isolation period you are currently experiencing. However, we are constantly monitoring the situation and may update this in the future.
Q: I’ve returned something and I am still waiting for my refund?
A: Please don’t worry – returns are taking slightly longer through the Royal Mail system but we are doing our utmost best to process these as quickly as possible. Please allow up to 30 days during this time. Once your returns have been processed you will receive an email to confirm this. If you have emailed us, please wait for a response before emailing us again. This will help us get through all refund queries as quickly as possible. For all other questions please use the contact us form.
For all other questions please use the contact us form