We want you to be happy with your order. Please check your item when it arrives and contact us straight away if anything is wrong.
Many Roam and Reed products are made to order and some are sent directly from our production partner, so please contact us before returning any item.
Please do not refuse the order at the door – We will not receive it back and it will be treated as not returned.
You can contact us for Returns at Hollie@RoamandReed.com
Standard products
For standard, non-personalised products, you can cancel your order within 14 days of receiving it. You then have another 14 days to return the item.
Items must be unused, clean, undamaged and returned in a condition suitable for resale.
Unless the item is faulty, damaged, incorrect or not as described, return postage is the customer’s responsibility.
Once we receive the returned item, or once you provide proof that you have sent it back, we will refund you within 14 days.
Where legally required, we refund standard delivery costs. If you chose upgraded or express delivery, only the standard delivery amount will be refunded.
We may reduce your refund if the item has been used, damaged, washed, marked, or handled more than necessary to check it.
Personalised or custom products
Personalised or custom-made products cannot usually be returned or cancelled for a change of mind once production has started.
This includes items with names, initials, custom wording, customer-supplied images, altered designs or other personal details.
This does not affect your rights if the item is faulty, damaged, incorrect or not as described.
Faulty, damaged or incorrect items
Please email us at Hollie@RoamandReed.com as soon as possible if your item arrives faulty, damaged or incorrect.
Please include:
- your order number;
- a photo of the full item;
- a close-up photo of the issue;
- a photo of the packaging, if damaged.
We will look into it and offer a suitable solution, such as a replacement, refund, repair or another appropriate option depending on the issue.
Please do not return faulty or damaged items without contacting us first, as we may need photos or further details before arranging the next step.
Returning an item
Please contact us before returning any item. We will give you the correct return instructions and return address.
Please do not return items to the sender address shown on the parcel unless we have specifically told you to do so.
Some products are sent directly from our overseas production partner. If an item is returned to the sender address, refused at delivery, or returned without contacting us first, it may be sent back overseas rather than to Roam and Reed.
In some cases, this means the parcel cannot be retrieved, inspected, resent or redirected.
Refused, uncollected or returned deliveries
Please do not refuse delivery or allow a parcel to be returned without contacting us first.
If a parcel is refused, uncollected, or returned by the courier because of an incorrect address, incomplete address, failed collection, unpaid customs charges, or refusal at delivery, we may not be able to resend the item.
Any refund may be reduced to reflect the original delivery cost, return charges, customs fees, production cost, or any other unrecoverable costs we are charged.
This does not affect your legal rights if the item is faulty, damaged, incorrect or not as described.
International orders
For international orders, customers are responsible for any customs duties, import VAT, taxes or handling fees charged by their country, unless these have clearly been collected at checkout.
If an international parcel is returned because customs charges, import VAT or handling fees were not paid, we may not be able to retrieve, redirect or resend it.
Any refund may be reduced by the original delivery cost, return costs, customs charges, production cost and any other unrecoverable costs we are charged.
Cancellations before production
Please contact us as soon as possible if you need to cancel or change your order.
For standard, non-personalised products, your legal cancellation rights still apply. However, if your order has already entered production or been dispatched, we may not be able to stop it before it reaches you.
Personalised or custom products cannot usually be changed or cancelled once production has started, unless they are faulty, damaged, incorrect or not as described.