At Raff & Roo, we want you to love your order. If something isn’t quite right, we’ll always do our best to help.
This policy applies to orders placed through our website.
Returns
You have 14 days from the day you receive your order to let us know that you would like to return an item.
Once you have told us you would like to return your item, you then have a further 14 days to send it back to us.
To be eligible for a return, items must be:
- Unworn, unused and in their original condition
- In the original packaging where possible
- With tags still attached
- Free from marks, odours, pet hair or signs of wear
We reserve the right to refuse a refund if an item is returned to us in a condition that means it cannot be resold.
How to Start a Return
To arrange a return, please contact us at:
Email: [email protected]
Order number: Please include your order number in your message.
Once we have received your return request, we will confirm the next steps and provide the return address.
Please do not send items back without contacting us first.
Return Postage
Unless an item is faulty or we have made a mistake with your order, customers are responsible for the cost of return postage.
We recommend using a tracked postal service, as we cannot be responsible for items that are lost or delayed on their way back to us.
Refunds
Once we have received and checked your returned item, we will process your refund to the original payment method.
Refunds are usually processed within 14 days of us receiving the returned item.
Please note that it may take a few additional days for the money to appear in your account, depending on your bank or payment provider.
Faulty or Incorrect Items
If your item arrives faulty, damaged, or you have received the wrong item, please contact us as soon as possible so we can put it right.
Please email us with:
- Your order number
- A short description of the issue
- Clear photos of the fault, damage or incorrect item
If the item is confirmed as faulty or incorrect, we will offer a suitable solution, such as a replacement, exchange or refund.
In cases where the item is faulty or we have sent the wrong item, we will cover the cost of return postage.
Exchanges
We are happy to offer exchanges where stock is available.
If you need a different size or item, please contact us and we will let you know what options are available.
If the item you want is out of stock, we can offer a refund instead.
Sale Items
Sale items can be returned in line with this policy, unless they are clearly marked as final sale.
This does not affect your statutory rights if an item is faulty or not as described.
Personalised or Made-to-Order Items
Personalised, custom-made or made-to-order items cannot usually be returned unless they are faulty or not as described.
Please check all spelling, names, dates, sizes and personalisation details carefully before placing your order.
Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash.
Hygiene and Safety
For hygiene reasons, we may not be able to accept returns on certain items if they have been opened, used or removed from sealed packaging.
This may include items such as hair accessories, bathing products, dummies, teethers or similar products, unless they are faulty.
Your Statutory Rights
Nothing in this policy affects your statutory rights.
Contact Us
If you have any questions about returns, refunds or exchanges, please contact us:
Raff & Roo
Email: [email protected]
Website: www.raffandroo.com
Address: 3 Weston Rd, Olney MK46 5BD