If something is wrong with your order, or you would like to ask about a return, please contact Room & Ribbon so we can help you with the next step.
Start with your order details
Use our Contact page and include your order number, the email address used at checkout and a clear description of the request. Please raise an issue as soon as reasonably possible so relevant order and delivery information can be checked.
Do not send an item back until you have received the appropriate return instructions. An address on the original packaging may not be a return destination. If photographs or other information are needed, we will explain what to provide and how to send it.
Return requests
Return eligibility depends on the reason for the request, the product and its condition, any return conditions disclosed before purchase, and applicable customer rights. We will explain how those factors apply to your order.
For a change-of-mind request, keep the item unused and retain its packaging and accessories while you contact us. This helps us assess the available options. We do not promise that every change-of-mind return or exchange can be accepted.
Product-specific hygiene or safety considerations may affect a voluntary return. They do not automatically remove rights relating to an item that is faulty, damaged or incorrectly supplied.
Damaged, faulty or incorrect items
Tell us what is wrong and keep the item, packaging and any relevant delivery information while we review the issue. Do not continue using a product if you believe it is unsafe.
We will review the information and explain the appropriate remedy, which may include a replacement, return or refund depending on the circumstances and applicable requirements. A supplier’s separate policy does not replace your rights in relation to your Room & Ribbon order.
Return arrangements and costs
Before a return is sent, we will explain the destination, any return reference, whether a label is provided and who is responsible for the delivery cost. Any charge or deduction must be consistent with terms disclosed before purchase and applicable law.
Keep proof of return shipment where a return is arranged. Do not send sensitive account or payment information with the parcel.
Refunds and exchanges
We will explain the outcome of the request and any refund due. Refunds are normally returned through the original payment method where supported; if that is not possible, we will discuss an appropriate alternative.
Store processing and the time taken by a payment provider to display a refund are separate. We will process refunds without unnecessary delay and within any applicable requirements. An exchange is subject to the available product and the agreed resolution.
Cancellations and your rights
If you want to cancel an order, contact us promptly. Available options depend on its stage of processing and any applicable cancellation rights. Delayed or unshipped orders are also addressed in our Shipping Information.
This policy does not limit rights or remedies that cannot lawfully be excluded. If you are unsure how it applies, contact Room & Ribbon with your order details.