Help & Support
Frequently Asked Questions
When will my order be delivered?
You can use Royal Mail’s tracking service to track your order using the tracking number contained in your despatch confirmation email. When you track your order, it should provide information on when you can expect your order to be delivered by.
If you have purchased your items from Next, Amazon or another third-party, please refer to the tracking instructions provided by them to track your order. Unfortunately, we are unable to provide tracking information for international orders once they have left the UK.
Can't find your tracking number? Please contact us and we'll be able to help.
How do I make a return?
To return your online order, simply attach the pre-paid returns label that was included with your order to the outside of your parcel and take it to your nearest Royal Mail post office within 60 days of receiving your items. Items must be in a resaleable condition, and all returns for non-faulty items are subject to a £3 return fee per order which is deducted from the amount you'll be refunded.
To return items purchased at a Roman store, simply bring your items to a store, along with proof of purchase, within 30 days of purchase. Items must be in a resaleable condition.
Additional terms apply for returns—please see our returns policy for more information.
Looking to return items from international orders; items purchased from Next, Amazon or another third-party; or return items purchased online to a Roman store? Please see our returns policy for more information.
Lost your pre-paid returns label, or still need help? Please contact us and we'll be able to help.
I've lost my returns label, can you help?
Before reaching out, please take a moment to check all possible places where it might be—lost things have a habit of appearing where you least expect them!
If you've already done a thorough search and it's definitely lost, or perhaps you've already used your returns label to return another item from the order, please contact us and we'll be able to help.
I haven't received my order confirmation email, was my order placed successfully?
If you haven't received your order confirmation email, it may have been filtered into your email account's spam/junk folder, so be sure to check there first. Additionally, high order volumes may cause slight delays in order confirmations being sent.
If you have an account, you can view your order history by logging into your account to confirm that the order was placed successfully.
Still can't see that your order has been placed after checking spam/junk folders, waiting, or viewing your account order history? Please contact us and we'll be able to help.
