All returns must be authorised by us before sending merchandise back. Simply send request to firstname.lastname@example.org within 14 days of the order’s delivery date.
The merchandise must not be worn, altered or washed. Merchandise must be returned in its original condition, and accompanied by its original tags. Merchandise returned damaged may be rejected and sent back to the customer at the discretion of ROBERTS | WOOD.
Original shipping fees are not refundable, We will only refund or provide for the costs of postage / transport where the item returned is faulty. A refund will be issued back to the original method of payment for the merchandise returned. We require up to 5 business days of receiving the merchandise at the ROBERTS | WOOD studio. Financial institutions may require additional days to process the refund before the funds are returned to the account.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EC). It is the customer’s responsibility to retain copies of all tracking information and to ensure that the returned goods arrive with ROBERTS | WOOD within the above stated timeframe.
Please note we can only offer you a refund and not an exchange.
When returning items you are strongly recommended to obtain proof of posting or the relevant couriers airway bills and documentation. We cannot accept responsibility for parcels lost in transit and you are advised to arrange your own insurance.
In some instances, we are sadly unable to offer refunds or exchanges. These include personalised products.
As a guideline, the following examples are not covered by our returns policy:
- Made to measure, altered, or personalised products
- Made to order products
- All personalised products cannot be returned or refunded unless the item is faulty or damaged
This does not affect your statutory rights.