Refund policy

Returns & Refund Policy

We want you to be happy with your order from The Drop Room. If something isn’t right, please contact us and we’ll help you with your return.

Change-of-mind returns

If you change your mind about your purchase, you can tell us that you wish to cancel and return your order within 14 days of receiving it.

Once you have told us that you wish to cancel, please return the item in accordance with the return instructions we provide.

Items should be returned unused, unworn and in their original condition, with any tags and original packaging where applicable.

You may handle or try on clothing as you reasonably would in a shop. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics or fit, we may make an appropriate deduction from the refund where permitted by law.

Return postage

For change-of-mind returns, the customer is responsible for the cost of returning the item to us.

We recommend using a tracked return service and retaining proof of postage until your refund has been completed.

Please contact us before returning an item so that we can provide the correct return instructions and return address.

Do not automatically return an item to the address printed on the original parcel, as orders may be fulfilled from different locations.

Faulty, damaged, incorrect or misdescribed items

If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at thedroproomstore@gmail.com and include:

your order number
a description of the problem
clear photographs where relevant

Your rights for faulty or misdescribed goods are separate from the change-of-mind returns policy. Where goods do not meet the standards required by UK consumer law, we will provide the appropriate remedy, which may include a refund, repair or replacement depending on the circumstances.

Where an item is being returned because it is faulty, damaged, incorrect or not as described, The Drop Room will bear reasonable return costs where required by law. Legislation.gov.uk

Refunds

Once we receive your returned item, we will inspect it and process the refund where applicable.

Refunds will normally be made using the same payment method used for the original purchase, unless you expressly agree otherwise.

Where you exercise your legal right to cancel the whole order, we will refund the price paid for the goods and the cost of the standard delivery option where required by law. If you selected a more expensive delivery service, we do not have to refund the additional amount above the cost of standard delivery.

Please allow additional time for your bank or payment provider to show the refund in your account after it has been processed.

Partial order returns

If you return only part of an order, we will refund the price paid for the returned item or items.

Original delivery charges may not be refundable where only part of an order is returned, except where required by law.

Items that cannot normally be returned for change of mind

Certain items may be excluded from change-of-mind cancellation rights where the law permits. These can include:

goods made to your specifications or clearly personalised
sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken

This does not affect your rights if an item is faulty, damaged or not as described.

Refused or uncollected deliveries

If a parcel is refused or is not collected and is returned to us, please contact us.

Any refund due will be processed in accordance with your legal rights and this policy. Additional delivery or return costs may be deducted where legally permitted and where those costs arose because the parcel was refused or left uncollected without a valid fault or cancellation issue.