Returns & refunds

We want you to be happy with every piece. This policy explains how to return an item, how refunds work and the rights you have by law. It forms part of our Terms of service and does not affect your statutory rights.

Our 30-day returns policy

You can return any item within 30 days of the day you receive it for a refund, as long as it is unworn, unwashed, undamaged and returned with its original tags attached. This applies to every product we sell, including sale items.

How to return an item

1. Tell us. Email support@rovelyn.shop with your order number and the items you are returning. Telling us the reason is optional, but it helps us improve. We reply within one business day with your return reference and our returns address.
2. Pack it. Fold the items with their tags attached, add a note with your order number and return reference, and pack them securely.
3. Send it. Send the parcel to our returns address in the West Midlands, United Kingdom (also shown on our Legal information page) using a tracked service, and keep your proof of postage.

Return delivery costs

Unless an item is faulty, damaged or not what you ordered, the cost of sending it back to us is paid by you. For returns from outside the UK, please mark the parcel as “returned goods” to avoid import charges; we cannot accept parcels on which charges are due.

Refunds

• We check returned items and email you within 3 business days of receiving them.
• Refunds are made to your original payment method, in the currency you paid in, within 14 days of receiving the items (or, if earlier, proof that you sent them). We aim to do it within 5 business days.
• If you return a whole order within the 14-day cancellation period described below, we also refund the standard delivery charge you paid. Otherwise, the original delivery charge is not refunded.
• If an item comes back worn, washed, damaged or without its tags, we may reduce the refund to reflect the loss in value, or return the item to you.
• Your bank or card issuer may take a few extra days to show the refund on your statement. Exchange rate movements between your payment and your refund are outside our control.

Exchanges

We don’t offer direct exchanges. To change a size or style, return the original for a refund and place a new order.

Faulty or incorrect items

If an item is faulty, damaged or not as described, email us with your order number and photos. We will pay for the return and offer a repair, a replacement or a full refund, including your delivery costs. Under the UK Consumer Rights Act 2015 you have 30 days from delivery to reject faulty goods for a full refund, and you have further rights to a repair, replacement or refund after that. Customers in the EU have a legal guarantee of conformity of at least two years.

Your legal right to cancel (UK and EU)

If you live in the United Kingdom or the European Union, you also have a legal right to cancel your order within 14 days of the day you receive the goods, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and EU Directive 2011/83/EU. Our 30-day policy above gives you longer than this.

To cancel, tell us clearly by email to support@rovelyn.shop, or by using the model form below. You must send the goods back within 14 days of telling us. We will refund all payments received from you, including the standard delivery charge, within 14 days of receiving the goods back or proof that you sent them. You pay the direct cost of returning the goods.

Cancelling before dispatch

You can cancel an order at any time before it is dispatched by emailing support@rovelyn.shop with your order number. We will refund you in full, including delivery, within 5 business days.

Payment disputes

If there is a problem with an order, please contact us first; most issues are resolved within a day or two. If you have raised a dispute or chargeback with your card issuer or PayPal, we will respond to it with our order, dispatch and tracking records and will refund you directly if the dispute is valid.

Questions

Email support@rovelyn.shop or call +44 7877 740352, Monday to Friday, 9:00–17:00 UK time.