Delivery and Returns Information

Please be aware that due to the UK’s withdrawal from the EU, customs and duty fees may apply on your order. These will be payable upon delivery.

All international deliveries are fulfilled by Royal Mail international services. Delivery transit times given by Royal Mail are based on deliveries to major cities, and deliveries to select/remote areas may take longer.

We aim to deliver to as many countries as possible, however we are unable to deliver to the following countries and areas:

Afghanistan, Africa, American Samoa, Anguilla, Antigua and Barbuda, Armenia, Aruba, Azerbaijan Republic, Barbados, Bhutan, Brunei Darussalam, Cambodia, Chile, Colombia, Cook Islands, Dominica, Fiji, French Polynesia, Guam, Haiti, Kiribati, Kyrgyzstan, Laos, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Palau, Puerto Rico, Saint Kitts and Nevis, Saint Lucia, Tajikistan and Turkmenistan.

Please contact us if you need to change the delivery address for an order you have placed. On our contact form, select ‘Delivery Issue’ as the subject for your enquiry and we will respond within 24 hours. However, please be aware that we may not be able to change your delivery address in all instances if your order is already being processed.

All UK deliveries are fulfilled by Royal Mail using a tracked service. When your order is despatched, you will receive a tracking number and a link to Royal Mail’s Track and Trace service in your despatch confirmation email, which will allow you to track your order’s progress.

If you can’t find your tracking number, please contact us and we will be able to track your order.

Unfortunately, we are unable to provide tracking information for international orders once they have left the UK.

If you aren’t in for your delivery, your courier should leave instructions on what to do next.

If you didn’t receive instructions from your courier, please check the tracking information provided for an update or to rearrange delivery. If you do not have tracking information, please contact us for assistance in tracking your order.

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.

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.

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 20 working days of us receiving your return.

For items returned to a Roman store, you will receive the value of your return immediately once accepted.

Please contact us if you have a question about your refund.

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.

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.