Frequently Asked Questions

** International Shippping **

Please note we have currently suspended all international shipping at this moment due to the complications caused by Brexit. 

We hope to resume international shipping during March 2021. 

** UK Covid Update **

You can see our covid update here.

Ordering & Payments

If you have a discount code which isn't working please contact a member of our team via live chat, email or call us and we will be happy to assist.

We accept payment through all major credit and debit cards. You can also choose to pay via Paypal should you wish to.

Klarna is also offered on all orders across our website.

Simply add the items to your cart as normal, go through the whole checkout and then select Klarna as your paymeny method at the end. You will then be guided through the process.

For orders between £35 and £1,000 you can choose to pay in 3 interest-free instalments, payment is automatically taken every 30 days. For orders under £35 you can choose to pay in 30 days. No interest, no fees and no impact on credit score. Please note that Klarna is an independent payment company and Romans Den has no influence over whether your payment with Klarna is accepted or not.

Orders through Klarna are processed at the same rate as our other orders. Your order will not be delayed for ordering through Klarna.

Please note we have currently suspended all international shipping at this moment due to the complications caused by Brexit. 

We hope to resume international shipping during March 2021. 

Products & Availability

We work tirelessly on keeping our stock levels live on our website, meaning that if you order and item we have stock of it.

In very rare instances, if your item was to become out of stock prior to you ordering, we would contact you the same day and let you know when we expect the stock. You will be offered a refund if you would prefer.

We have carefully selected all of the brands we work with on our website.

You can always suggest that we take a look at a brand via our contact page.

Delivery Questions

Each product on our website has delivery information which is applicable to that product. You will find that most products on our website will be dispatched in 1 - 3 days, but often the same day.

Your items are shipped from the UK. This allows us to offer same day delivery and faster delivery options to all of our UK customers.

You can log into your account on our website at any time to track your order. Once dispatched, you will then be able to track your order through our shipping partners - such as Royal Mail, Hermes, DPD.

If you have specific questions relating to your order, please call or email us and a member of our team will look into this for you.

Returns, Refunds & Cancellations

If you would like to change or cancel your order please contact us immediately. However please be aware that we aim to dispatch orders promptly, and we are unable to amend or cancel your order once it has been dispatched. If you’re a customer in the European Economic Area (EEA), you are entitled to 14 days to cancel your whole order with us for a full refund (inclusive of any postage paid at time of order). To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you can refuse delivery or return your items to us within 14 days. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation.

Provided we have not dispatched your order, we will be able to change it for you.

Note that we do dispatch orders quickly so in order to change the order please contact us ASAP.

No problem - please visit our returns and refunds page here for information on how to return and item.

Mistakes are rare here at Romans Den but unfortunately they do happen from time to time.

Please contact us and a member of our team will rectify the problem.