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We've answered the most commonly asked questions below. If you can't find an answer to your question, please reach out to us, and we'll be happy to help.


All orders are sent as standard via the 1st Class Royal Mail service and we pack and post most days. Your order will usually be sent within 2 days of ordering. Overall estimated delivery time is 3-5 working days.

UK delivery is free for orders over £40, or £3.95 for all other orders.

All UK orders are sent as standard via the 1st Class Royal Mail service.

You'll be notified once your order has been sent, but orders are not tracked.

If it's been a week since you placed your order and you've not received it please contact us. If we're experiencing any known delays we will let you know as soon as possible.

Generally no, as we've made the intentional decision to only ship within the UK. Our aim is to introduce you to a curated selection of local brands and hope that if you’re outside the UK you can source products closer to home as well as reducing travel miles. If you can’t find the products you need locally, then please contact us and we can give you a bespoke price for international shipping.


If an item is damaged or faulty, you must notify us by email within 14 days of receiving your goods that you request to return and obtain a refund. Please email with the subject 'REFUND (and your order number)' to and include a photo.

Unless damaged or faulty, to be eligible for a return, your item must be unused, unopened and in the same condition that you received it. It must also be in the original packaging. Due to the nature of many of our products with minimal packaging, we cannot accept refunds of our personal and beauty products unless there is a seal, and it clearly has not been opened. Only a minimal number of our products include a tamper seal so please bear this in mind when purchasing that if you simply change your mind, you are unlikely to qualify for a refund. Several types of goods are exempt from being returned, such as products that are intimate, or sanitary ware.

Gift cards are non-refundable.

If you qualify for a return and refund/exchange, we'll provide a return address and you have 14 days to return the item from the date you notified us.

As we are a small company, we can't cover postage for returns unless faulty.


Firstly, double check your emails to ensure you haven't received a "Your order's on the way" email. If not and you want to add or remove items from an order just placed please contact us and we'll help you.

Firstly, double check your emails to ensure you haven't received a "Your order's on the way" email. If not please contact us with your order number and we'll help you. If your order has been fulfilled and is already on its way, we're unable to cancel it.

We're really sorry about this. We pack manually and sometimes errors occur. In the rare case this has happened to you, please contact us right away and we'll help you.

Sending gifts

Yes you can, and thank you for choosing us to gift to your loved ones! Just make sure you include the correct delivery address for them at checkout.

If you'd like to add gift wrap and a note for your gift recipient, please select these options in your basket and we're happy to handwrite and include it in the delivery.

We don't include receipts in any order, whether they are gifts or not, to help reduce paper waste. Only you as the buyer will receive a confirmation email showing order details and prices paid.

Please refer to our returns policy for full guidance on returns.

Specific to gifts, if the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we'll send a refund to the gift giver.

Our packaging

We're as conscious about our packaging as we are the rest of our experience, and you’ll find all ROMY packaging is recyclable, plastic-free and kept to a minimum whilst keeping your beautiful products safe. We use packaging from recycled sources as much as possible and we hope you can find other uses for our packaging before sending it to be recycled.

Any ROMY packaging will be plastic free and can be recycled with your household recycling. Specific guidance on recycling the product packaging is provided on the individual product pages.

Our business

We source products as locally as possible and don't ship internationally. We aim to use as little packaging as possible whilst keeping your products safe and ensure it's all recyclable.

We seek to do the right things through our employment practices, supply chain and charity partners. We promise to be transparent about what we're doing and where we could do better.

Still got questions?

Please contact us, we'll be happy to help.