returns policy.

returns policy

  • We hope your room is a finished space and you love your purchase from our room to yours – however, should you wish to refund an item, please read the below to ensure you are within the timeframe and eligible for a refund.
  • Your return request must be made within 14 days of receiving your order.
  • We can only accept returned clothing items if they are unworn and in a re-sellable condition, items must have all labels attached  –  *re-sellable means not damaged or obvious marks on the item.
  • The item must be returned in its original packaging, including box and dust bag – the amounts of these can be deducted from the returned amount if they are not sent back. If you are returning due to a change of mind, or size issue, then we cannot refund the shipping fee.
  • Any items returned to us that do not meet our returns criteria, will be sent back to you. If you are unsure as to whether you are eligible for a return, please contact us at customercare@fromrooms.com.

submitting a return request

  • Returns will be requested through our returns centre, which can be found here.  Any not been submitted via the portal will not be processed. You’ll be notified via email once your return has been approved/rejected in line with our returns policy with next steps, if you have made a request and not received an email, please check your junk/spam folder. If you still haven’t, please email  customercare@fromrooms.com.
  • For the soft step slippers and charm returns and exchanges, please contact customercare@fromrooms.com. These cannot be processed via the app.

sending  your item(s) back to us

  • We recommend opting with a tracked delivery service and to hold proof of delivery to ensure your items return back to us safely.  If the item is lost with the courier, this will need to be taken up directly with them and not with our team as we will not be able to assist or be liable to refund the item.

returning faulty items

  • We are sorry If you have received an item that appears faulty.  Our products are made with the highest quality fabrics and ingredients with appropriate testing to ensure goods sent to you are not faulty - however from time to time, there may be  a fault with your item. 
  • If this is the case, please submit your faulty returns request via our returns centre portal  or contact  our support team  if you are unsure on hello@fromrooms.com  with your order details and a photo of the fault, one of our team will be happy to help.

gift with purchase returns policy

  • If your order came with a free gift,  this must be returned with the other items in your order.
  • Unfortunately, we are unable to accept returns on any gift cards, free products or gift boxes.

understanding the care + fabric when returning 

 Our terry towelling robes are crafted from a 590gsm looped cotton fabric designed to be super soft, luxurious and absorbent. Due to the nature of this fabric, occasional pulls or snags may occur during wear or washing. This is a normal characteristic of towelling and not considered a fault.

to help your robe last longer, we recommend:

  • Washing on a gentle cycle with similar fabrics
  • Avoiding contact with sharp objects, jewellery, or Velcro
  • If a pull occurs, simply snip the loose thread at the base – do not pull further
  • Pets may cause pulling and snagging

Head to our care page for more information on how to look after your new purchase.

Please note that pulls or snags in towelling fabric are not classed as a manufacturing defect and are therefore not eligible for return under our faulty goods policy. 

The candle will arrived sealed in a room box - if the candle has been opened from this box, it is no longer refundable, unless you deem the item as faulty. 

If the slippers are returned, please ensure the charms are returned with the slippers – if the charms are not returned, we will deduct the total amount of these from your return.

Are there any charges for my return?

You are responsible for the charges of the return shipping.

Your original shipping charges are non-refundable.

How soon will I receive my refund?

  • Your refund will be processed once your return has been received and inspected.
  • Your return will be inspected within 7 days of receipt. 
  • We aim to process your return as soon as possible however please allow up to 14 days for this to be processed over our busy Black Friday / Christmas period.
  • If approved, your refund will be issued back to  the original payment method on your order.
  • All refunds can take up to 7 business days to appear back in your account from being issued.

exchanges

  • If you’d like to exchange an item for another size,  you are more than welcome to do so if the item you are exchanging meets our returns criteria above. Please note, that we can only offer one exchange per order and exchanges can only be made for the same item in another size, not for a different item.
  • Your exchange request must be made within 14 days of receiving your order.

additional information

  • Rooms (from rooms)  is not responsible for any returns lost within the postal service.  We strongly recommend that you send returns back to us on a fully tracked service.
  • If you believe that an item in your order is faulty or damaged, please send any photos of the damage / fault to our support team.
  • All returns are monitored to avoid misuse or abuse of our return policy. We flag customers who meet our criteria for excessive returns and those flagged may be subject to us reviewing and revoking our return policy. We reserve the right to refuse service to anyone.

For any more information, please email  customercare@fromrooms.com.