Policy
Returns & refunds.
Most Roomten garments are cut to your own measurements, so returns work differently from ordinary shop purchases. Here is what applies to each type of order.
In short
Ready-made items bought online can be returned within 14 days. Made-to-measure and bespoke garments are cut for you individually, so they cannot be returned for a change of mind — but we will always correct the fit.
Last updated 24 October 2026
Your garments
Made-to-measure & bespoke.
These pieces are cut to your measurements, posture and chosen cloth, so they are treated as personalised orders.
Because each garment is made to your own specification, the usual 14-day "change of mind" cancellation period does not apply to made-to-measure or bespoke commissions.
What we do guarantee is the fit and the make. If a garment does not fit the measurements and fitting notes we recorded, or does not match the cloth and styling you agreed, we will alter it, remake it or refund the amount you have paid — your choice. Tell us within 14 days of collection so we can look at the garment while it is still fresh.
If your appointment schedule changes, or a commission cannot be delivered by the date we confirmed, we will tell you as soon as we know and discuss the options, including a refund of money paid for that commission.
Online orders
Ready-made items bought online.
For items that are not cut to your measurements — for example a made-to-order piece, an accessory or a gift card bought from our shop — you have the statutory 14-day cancellation period.
You have 14 days from the day you receive the item to tell us you want to cancel, and a further 14 days to send it back. We will refund you within 14 days of receiving the item back, or of seeing proof that you have posted it, whichever comes first.
Please return items unworn and unwashed, with their tags and original packaging intact. Return postage is your responsibility unless the item was faulty or we sent the wrong thing, in which case we cover it.
If something is wrong
Faulty or incorrect items.
If an item arrives damaged, faulty, or is not what you ordered, let us know and we will put it right.
Email us with your order reference and a photograph of the problem. We will arrange collection or a replacement, and refund the delivery cost of sending it back to us.
This does not cover normal wear and tear, damage caused after delivery, garments altered by someone other than Roomten, or cleaning that does not follow the care instructions on the label.
Other purchases
Cloth sample packs & gift cards.
Two small exceptions worth knowing about before you order.
Cloth samples are cut pieces of fabric, so sample packs cannot be returned once dispatched unless they arrive damaged or the wrong cloths were sent. Please check your swatches when they arrive and tell us promptly if anything is wrong.
Gift cards are not exchangeable for cash and are not refundable once purchased, except where we cannot supply what you bought. They remain valid until they are used.
Steps
How to return something.
Every return starts with a message so we can match your parcel to your order and agree the right solution. Returns go to our Farnham fitting rooms.
- 01
Tell us what you want to return
Email sales@roomten.co.uk with your name, order reference and the item. For a fault, add a photograph — it usually saves a trip.
- 02
We confirm the plan
We reply with whether we are refunding, exchanging or altering the garment, and check your parcel is heading to the right place.
- 03
Send it back safely
Pack the item securely and use a tracked service. Keep the delivery receipt until your refund or replacement is confirmed.
- 04
We check it and refund you
As soon as the item reaches us we inspect it and process your refund to the original payment method.
Returns address
Barista Lounge, 11 Downing Street, Farnham, Surrey GU9 7PB
Please email us before sending anything back, so we can match your parcel to your order.
Money back
Refunds & payments.
Refunds go back to the card or account you paid with, including standard delivery you paid for on a cancelled order.
Once a return is approved, we process the refund within 14 days. Your bank or card provider may take a few extra working days to show it.
Orders placed through our shop are handled under the same terms; if you paid in instalments or by bank transfer, we will refund the amount you have paid.
Legal note
Your rights.
Nothing in this policy affects your statutory rights as a consumer under UK law.
If you have a question about a specific order, or something here is unclear, please ask us before sending anything back — we would rather sort it out with you than have a garment travelling unnecessarily.
Contact
Speak to a tailor.
Telephone: 01252 725009
Email: sales@roomten.co.uk
Freedom Clothing Limited, 86-90 Paul Street, London EC2A 4NE