Returns, Refunds and Exchanges Information
Returns for UK Online Purchases From Roman.co.uk
Returning Your Items by Post
Here's what you need to know:
- Our standard returns policy is 60 days for online orders
- Items must be in their original unworn condition with all tags attached—your return may be rejected if items are not in a resalable condition
- Returns to exchange for a different size of the same item are free
- 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 being exchanged
- You will receive email confirmation when your return has been processed
- Your refund will be issued via the original payment method within 3–5 working days after your return has been processed.
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. Royal Mail will provide you with a tracking code and instructions which you can use to check the status of your return through their tracking service. We recommend you keep hold of your post office receipt and tracking code until your refund has been issued, as this is your proof of returns postage.
If you’ve lost your pre-paid returns label or your tracking code, please contact us for further assistance.
We aim to process returns as quickly as possible. If you have returned your items by post for a refund, you should receive the money back into your bank account within 10 working days of us receiving your return.
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. We are unable to provide exchanges for different items, or different colours of the same item—in these situations, we recommend you return your items for a refund and place a new order for the items you'd prefer.
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. This applies to all orders, and £3 will be deducted from each of your returned orders' refunds in cases where you are returning items from multiple orders at once.
We are unable to accept responsibility for any items we are sent by accident that are not sold via Roman.co.uk. These items will be disposed of upon receipt.
Please note that certain categories of products cannot be returned. See our Non-returnable Items section below for further information.
Returning Your Online Purchase to a Roman Store
To return your online purchase 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; we are unable to provide cash refunds. You will receive the value of your return to a gift card immediately.
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 or PayPal; these must be returned by post.
We are unable to accept returns of Lilly + Hope brand product in store. These items must be returned online.
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.
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 International Purchases From Roman.co.uk
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.
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.