Shipping & Returns Policy

Shipping & Returns Policy

At Romy & Hazel, we do our best to make our product descriptions as detailed as possible so that you don't encounter any surprises when you receive our products. We want our customers to know exactly what they are ordering.

Order Cancellation

We process and ship all orders very quickly — most are processed within 12 hours. If you wish to cancel or modify your order for any reason, please email us as soon as possible at contact@romyandhazel.com, with "Cancel my order" in the subject line, along with your full name and order number in the body of the email.

We will do our best to cancel or modify your order if it has not yet been processed at our warehouse. Once an order has been processed and/or shipped, no cancellation request can be accepted.

Address Errors

It is your responsibility to verify the accuracy of your shipping address and to contact us as quickly as possible if a correction is needed. Address changes can only be made if your order has not yet been processed.

We cannot be held responsible for incorrect shipping information, nor for orders that are refused or undeliverable (inaccessible or incomplete addresses, etc.). In such cases, parcels may be returned to us, but not always.

If your order is returned to us by the carrier, we will offer you either a refund of your order minus shipping costs, or a reshipment, depending on your preference. You are not eligible for a reshipment or refund until the parcel has actually been received back by us.

Returns & Refunds

We accept returns for any reason — whether you are unsatisfied or simply changed your mind. Our return policy is 14 days from the moment you receive your products.

To be eligible for a return, your item must be unused and in the same condition you received it, in its original packaging, with the shipping label present and intact. For obvious hygiene reasons, we cannot accept returns once a device has been used.

The following items cannot be returned:

Gift cards
E-books
To complete your return, we require a receipt or proof of purchase. If for any reason you are not satisfied, simply fill out our return form and send it along with your parcel to the address we will provide when you contact our support team.

Refund Process

Once we receive and inspect your returned item, we will send you an email to confirm we have received it, and to let you know whether your refund has been approved or rejected.

If approved, your refund will be processed and a credit automatically applied to your original method of payment within one week. Shipping costs are only refundable in the case of cancellation before the parcel has been shipped.

If your refund is late or missing: first check your bank account again, then contact your bank — processing time is generally 7 to 14 business days. If you've done this and still haven't received your refund, please contact us at contact@romyandhazel.com

Sale Items

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item, email us at contact@romyandhazel.com

Return Shipping

To return a product, email us at contact@romyandhazel.com and we will provide you with the return procedure and the address of our warehouse.

Shipping costs are non-refundable, and you are responsible for your own return shipping costs (deducted from your refund if applicable). Returned items remain your responsibility until they reach us — if you are shipping an item valued over £45, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.