Terms & Conditions

Last updated: 18 June 2026

These Terms & Conditions apply when you use this website or place an order with Roam and Reed.

Please read them carefully before placing an order. By ordering from us, you agree to these terms.

1. About us

Roam and Reed is operated by:

Business name: Hollie Miles trading as Roam and Reed
Email: Hollie@RoamandReed.com
Business address: 6 Padleys Lane, Burton Joyce, Nottingham NG14 5EB

You can contact us using the email address above if you have any questions about your order or these terms.

2. Our products

Roam and Reed sells made-to-order products, including bags, nappy bags, lunch bags, blankets, accessories and lifestyle items.

Product images are provided to show the design as clearly as possible. Colours may vary slightly depending on your screen settings, the print method and the fabric used.

Some products have a woven, textured or fabric finish. This means printed designs may not appear as sharp as they would on smooth paper or a digital screen.

Please read the product description carefully before ordering, including the size, material, care information, production time and delivery estimate.

3. Made-to-order production

Most Roam and Reed products are made after your order is placed. This helps reduce waste and allows us to offer a wider range of designs.

Production and delivery can take up to 4 weeks, although many items may arrive sooner.

By placing an order, you agree to this delivery timescale.

If there is an unexpected delay, we will contact you as soon as reasonably possible.

4. Orders and payment

You will receive an order confirmation after placing your order. Please check the details carefully, especially the delivery address, product choice and any personalisation.

Payment is taken at checkout through the payment provider shown on the website. We do not store your full card details.

We may cancel and refund an order if:

there has been an obvious pricing or listing error;
there is a stock, production or supplier issue;
we suspect fraud or misuse of the website;
we are unable to fulfil the order;
the delivery details provided are incomplete or unsuitable.

If we notice an issue with your order, we may contact you before cancelling.

5. Pricing, errors and availability

We try to make sure all product details, prices, delivery information and images are accurate.

Occasionally, there may be an error, such as an incorrect price, description, delivery charge or product detail.

If we discover an obvious error after you have placed an order, we may contact you to explain the issue. You can then choose whether to continue with the corrected details or cancel for a full refund.

Product availability may change without notice.

6. Changes and cancellations before production

Please contact us as soon as possible if you need to change or cancel an 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 or not as described.

This includes items made with names, initials, custom wording, customer-supplied images, altered designs or other personal details.

7. Delivery

Delivery costs and estimated times are shown at checkout.

Please make sure your delivery address is correct before placing your order. We are not responsible for delays caused by incorrect or incomplete delivery information provided by you.

If your parcel appears to be lost or delayed, please contact us and we will look into it with the delivery provider.

Production and delivery can take up to 4 weeks. By placing an order, you agree to this delivery timescale.

8. Refused, uncollected or returned deliveries

Please do not refuse delivery or allow a parcel to be returned without contacting us first.

Many Roam and Reed products are made and dispatched directly from our production partner. If a parcel is refused, uncollected, or returned by the courier, it may be sent back to the production partner overseas rather than to Roam and Reed.

In some cases, this means the parcel cannot be retrieved, inspected, resent or redirected.

If your parcel is refused, uncollected, or returned 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.

9. International orders

For international orders, you are responsible for any customs duties, import VAT, taxes or handling fees charged by your country, unless these have clearly been collected at checkout.

Customs checks may also cause delays which are outside our control.

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.

Please check your country’s import rules before ordering.

10. Returns, refunds and cancellations

For standard, non-personalised products bought online, you have the right to cancel your order within 14 days of receiving it.

You then have another 14 days to return the item to us.

Returned items must be unused, clean, undamaged and in a condition suitable for resale.

We may reduce your refund if the item has been used, damaged, marked, washed, or handled more than necessary to check it.

Unless the item is faulty, damaged or incorrect, you are responsible for the cost of return postage.

Refunds will be made within 14 days of us receiving the returned goods, or within 14 days of you providing proof that you have sent them back.

Where applicable, we will refund the standard delivery cost. If you chose a more expensive delivery option, we only need to refund the standard delivery amount.

Please contact us before returning any item. Items must be returned to the return address we provide.

Do not refuse delivery or return an item to the sender address shown on the parcel unless we have told you to do so. Some items are sent directly from our overseas production partner, and parcels returned there may not be retrievable.

If an item is returned to the wrong address, refused at delivery, or returned without contacting us first, we may not be able to retrieve, inspect, resend or fully refund it.

This does not affect your legal rights if the item is faulty, damaged, incorrect or not as described.

11. Personalised or custom products

Personalised or custom products cannot usually be returned or cancelled for a change of mind once production has started.

This includes products made with:

names;
initials;
custom wording;
customer-supplied images;
altered colours, layouts or designs;
other personal details requested by you.

This does not affect your rights if the item is faulty, damaged, incorrect or not as described.

12. Faulty, damaged or incorrect items

Please contact us as soon as possible if your order arrives faulty, damaged or incorrect.

Please include:

your order number;
a clear description of the issue;
photographs of the product, packaging and any visible damage.

Your consumer rights are not affected. Products must be as described, fit for purpose and of satisfactory quality.

Depending on the issue, we may offer a replacement, repair, refund or another suitable solution.

Please do not return faulty or damaged items without contacting us first, as we may need photographs or further details before arranging the next step.

13. Product safety and care

Please follow any care labels, washing instructions and safety guidance provided with the product or on the product page.

Products should only be used for their intended purpose.

Lunch bags are designed for carrying packed food and drinks in suitable containers. They are not a fridge, freezer, cool box or food safety guarantee.

Please use suitable food containers and follow normal food safety guidance, especially for chilled or perishable food.

14. Website use

You must not misuse this website.

You must not knowingly introduce viruses, harmful code, spam or other damaging material. You must not attempt to gain unauthorised access to the website, server, customer accounts, payment systems or connected services.

You must not use this website for unlawful purposes.

We may block access, cancel orders or take further action if we believe the website is being misused.

15. Third-party links

This website may contain links to third-party websites, such as payment providers, social media pages, courier tracking pages or external marketplaces.

We are not responsible for the content, policies, security or practices of third-party websites.

Please check their own terms and privacy policies before using them.

16. Intellectual property

All website content, branding, images, product descriptions, designs, graphics and text belong to Roam and Reed or are used with permission.

You may not copy, reproduce, sell, edit, distribute or use our content or designs for commercial purposes without written permission.

You may share links to our website or social media pages in a normal personal way, such as recommending a product or sharing a post.

17. Liability

We are responsible for foreseeable loss or damage caused by us breaking these terms or failing to use reasonable care and skill.

We are not responsible for:

losses that were not foreseeable;
business losses;
loss of profit;
delays outside our reasonable control;
problems caused by incorrect use of a product;
issues caused by incorrect information provided by you.

Nothing in these terms limits or excludes your legal rights as a consumer.

Nothing in these terms limits our liability where it would be unlawful to do so.

18. Privacy

We use your personal information to process orders, arrange delivery, respond to enquiries, manage customer service and meet legal or accounting obligations.

Please read our Privacy Policy for more detail about how we collect, use and protect your personal information.

19. Changes to these terms

We may update these Terms & Conditions from time to time.

The terms that apply to your order are the terms in place at the time you placed that order.

Please check this page before ordering to make sure you understand the current terms.

20. Severability

If any part of these terms is found to be invalid, unlawful or unenforceable, the remaining parts will still continue to apply.

21. Governing law

These terms are governed by the laws of England and Wales.

If there is a dispute, we will try to resolve it with you directly first.

22. Contact information

Questions about these Terms & Conditions should be sent to:

Email: Hollie@RoamandReed.com