FAQ Policy Page
Frequently Asked Questions
These answers provide a quick overview of ordering, delivery, returns and payments offered by Rovelle's Closet. The full policy pages apply where more detail is needed.
How long does delivery take?
Orders are normally processed within 1 to 3 business days. After dispatch, delivery usually takes 5 to 15 business days.
These are estimates, and delivery may take longer during busy periods or because of carrier, customs, weather or address delays.
Do you offer free delivery?
Yes. We offer free standard delivery on orders throughout the United Kingdom, unless a different charge is clearly shown at checkout.
Which delivery company will bring my parcel?
Parcels may be delivered by Royal Mail or another suitable local or international delivery partner, depending on the dispatch location, product and delivery address.
Where are orders dispatched from?
Some orders are dispatched directly by our suppliers. These suppliers may be located outside the United Kingdom, including in China.
If you order multiple items, they may arrive in separate parcels.
Will I receive tracking?
When tracking is available, we will send it by email after dispatch.
It can take a few business days for the first carrier update to appear.
Do you offer returns?
Yes. We offer a 30-day money back guarantee on eligible items, subject to the conditions in our Returns & Refund Policy.
Items purchased at a discounted, reduced, promotional, clearance or sale price may be treated as Final Sale and excluded from our 30-day money back guarantee.
Email info@rovellescloset.com to request a return.
How do I start a return?
Email info@rovellescloset.com with your name, order number, the item you wish to return and the reason for the return.
Include clear photographs if an item is damaged, faulty or incorrect.
Please wait for our return instructions before sending the item, as the correct return address may differ from the address shown on your original parcel.
Can I order the same product in two different sizes and return the one that does not fit?
If a multi-item or promotional discount has been applied to your order, the promotion may not be deliberately used to order the same product in multiple sizes simply to try them at home, keep the size that fits and return the other.
Any order containing two or more products where a multi-item discount has been applied is considered a promotional order.
If you are unsure which size to order, please check the size guide on the product page or contact us before placing your order.
How do 1+1 Free / Buy One Get One Free returns work?
Products purchased through a Buy One Get One Free, 1+1 Free or similar promotion form part of the same promotional offer.
The free item has no separate cash refund value.
You cannot return only the free product in exchange for a cash refund.
If you wish to receive a full refund under our 30-day money back guarantee for an eligible 1+1 Free promotional purchase, all products supplied as part of the promotion must be returned, including the free item.
If only part of a promotional order is accepted for return, the original promotion and applicable refund may be recalculated based on the products ultimately retained.
Who pays for return shipping?
For change-of-mind, size-related or unwanted-item returns, the customer is responsible for arranging and paying the return postage.
The approved return address may be outside the United Kingdom, including in China.
International return postage, customs duties, import taxes, clearance fees or other applicable return-shipping charges are the customer's responsibility for non-fault returns.
If an item is faulty, damaged, incorrect or materially different from the product ordered, please contact us before returning it so that we can review the issue and provide the appropriate instructions.
When will I receive my refund?
Approved refunds are sent to the original payment method.
For returns made under our 30-day money back guarantee, we aim to process an approved refund within 7 business days after the returned goods have been received and inspected.
Your bank, card issuer or payment provider may require additional processing time before the money appears in your account.
For promotional orders, the refund amount may be recalculated according to the conditions of the promotion and the products ultimately retained.
What if my item is faulty, damaged or incorrect?
Email info@rovellescloset.com promptly with your order number, an explanation of the issue and clear photographs.
Where the issue is visible or apparent upon delivery, please contact us within 48 hours of delivery.
We will review the information provided and determine the appropriate solution based on the circumstances.
Which payment methods do you accept?
Available methods may include credit card, Apple Pay, Google Pay and Shop Pay.
The payment options available for your order will be shown at checkout.
How can I contact customer service?
You can contact us at:
We aim to respond as quickly as possible during our customer support hours.