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 return period on eligible items, subject to the conditions in our Returns & Refund Policy.

To request a return, email:

info@rovellescloset.com

Nothing in our return policy affects your statutory consumer rights.

How do I start a return?

Email info@rovellescloset.com with:

Your full name
Your order number
The item or items you wish to return
The reason for the return, where applicable

A reason is not required when exercising your statutory right to cancel a qualifying online purchase.

For damaged, faulty or incorrect products, please also provide photographs or videos where reasonably possible so we can assess the issue more quickly.

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 return only part of my order?

Yes. You may return one or more eligible items without returning the entire order.

Any refund will be based on the amount actually paid for the returned item or items, taking into account any discount that was applied to the order.

Who pays for return shipping?

For change-of-mind, sizing, fit or other non-fault returns, the customer is responsible for arranging and paying the direct cost of return postage.

The designated return address may be located outside the United Kingdom, including in China.

International return shipping costs vary depending on the courier, parcel size, weight and service selected.

If an item is faulty, damaged, incorrect or not as described and you are legally entitled to return it at our expense, Rovelle's Closet will cover reasonable return costs or provide appropriate return instructions.

When will I receive my refund?

Approved refunds are sent to the original payment method.

For statutory cancellation returns, refunds will be processed without undue delay and within the applicable legal timeframe.

Where required by law, we will issue the refund no later than 14 days after receiving the returned goods or receiving sufficient evidence that the goods have been sent back.

Your bank, card issuer or payment provider may require additional processing time before the money appears in your account.

What if my item is faulty, damaged or incorrect?

Email info@rovellescloset.com as soon as reasonably possible with:

Your order number
A description of the issue
Clear photographs or videos where reasonably possible

Providing photographs or videos helps us assess the issue more quickly but does not affect your statutory consumer rights.

Where an item is faulty, damaged, incorrect or not as described, we will review the circumstances and provide an appropriate solution in accordance with your legal rights.

Depending on the circumstances, this may include a replacement, repair, price reduction or refund.

Can I cancel my order?

Our fulfilment process is highly automated.

If you would like us to stop an order before it enters fulfilment, please contact us as soon as possible after placing your order.

We cannot guarantee that an order can be stopped once processing or dispatch has begun.

This does not affect your statutory cancellation rights. If an eligible order can no longer be stopped before dispatch, you may need to receive the parcel and return it using the procedure described in our Returns & Refund Policy.

Which payment methods do you accept?

Available payment methods may include:

Credit or debit card
Apple Pay
Google Pay
Shop Pay
Other payment methods displayed at checkout

The exact payment options available for your order will be shown at checkout.

How can I contact customer service?

You can contact us at: