If you have ordered from Roman and something did not work out, whether it is the wrong size, an item that did not suit you, or a fault straight out of the packaging, understanding the returns process will save you time and money.
This guide walks through every part of Roman’s returns policy, drawing directly from the official information published on the Roman website.
It covers postal returns, in-store returns, the returns fee, exchanges, international orders, and the categories of items that cannot be sent back at all.
Quick Summary: Roman Returns at a Glance
Before getting into the detail, here is the short version.
- You have 30 days to return most items, whether you bought them online or in a Roman store.
- Items need to be unworn, unused, and still have their original tags attached.
- A £3 return fee applies to postal refunds on UK online orders. This is deducted from your refund automatically.
- Free size exchanges are available on UK online orders and in-store.
- Faulty items can be returned for free, with no deduction.
- Roman cannot process cash refunds in the store. In-store refunds are issued as a gift card instead.
- Items bought through Next, Amazon, or another third-party seller must be returned through that platform, not directly to Roman.
Now let us go through each returns route in detail, because the correct process depends heavily on where and how you bought your item.
Returning a UK Online Order by Post
If you ordered from roman.co.uk and want to send your item back by post, here is what applies.
Time limit: You have 30 days from the day you receive your order to send it back.
Condition: Your item needs to be unworn and in its original, resalable condition, with all tags still attached. Roman is explicit that returns can be rejected if items do not meet this standard, so it is worth trying items on carefully rather than wearing them out for an evening before deciding.
The £3 return fee: This is the detail that catches a lot of shoppers out. Roman does not charge you anything at the point you drop your parcel off at the post office, but a flat £3 return fee per order is deducted from your refund once it is processed.
This fee only applies when you are returning items for a refund. If you are exchanging for a different size of the same item, or the item is faulty, the return is free, and no fee is taken.
If you are returning items from several different orders in one trip to the post office, the £3 fee is charged per order, not per parcel, so returning three separate orders together would mean three separate £3 deductions.
How to send it back: Attach the pre-paid returns label that came with your parcel to the outside of the box or bag, then drop it off at your nearest Royal Mail post office.
Royal Mail will give you a tracking code, which you can use through their tracking service to confirm your parcel has arrived.
Hold onto your receipt and tracking number until the refund lands in your account, since this is your only proof of postage if anything goes missing along the way.
Lost your returns label? You can still send the item back using your own postage. Address it to:
Roman Returns Unit 5 Nobel Way Birmingham B6 7EU
When using your own postage, include your order number, name, contact details, and a note of which items you are returning.
Roman also recommends using a tracked and insured service in this case, since you are responsible for the parcel until it reaches their warehouse.
Refund timing: Once Roman receives your return, they aim to process it quickly. You should see the refund back in your account within 10 working days of them receiving the parcel, with the money issued to your original payment method within 3 to 5 working days after processing.
In practice, this means the full round trip, from dropping the parcel off to seeing the refund, is usually somewhere between one and three weeks, depending on how quickly Royal Mail delivers it.
Exchanges by post: Roman will offer a free exchange for a different size of the same item. They cannot exchange for a completely different item or a different colour of the same item through the post.
If you want a different colour or style, the simplest route is to return your original item for a refund and place a new order.
Returning an Online Purchase to a Roman Store
If you would rather skip the post office, you may be able to take your online order into a physical Roman store instead.
To do this, bring the item along with your proof of purchase to your nearest Roman store within 30 days of the date shown on your despatch note.
In-store, staff can offer a free exchange for a different size of the same item, a free exchange for a different item altogether, or a refund issued onto a Roman gift card.
It is worth noting that Roman does not offer cash refunds in-store under any circumstances, even for online orders originally paid by card.
A few important restrictions apply here.
- Only Roman-branded stores can process online returns. Roman retail concessions, meaning Roman shop-in-shop areas inside other stores, cannot accept online returns.
- Faulty items cannot be returned in-store. These must go back by post so Roman can inspect and process the fault correctly.
- Orders paid using Klarna or PayPal cannot be returned in-store either. These also need to go back by post.
- Orders originally purchased through Next, Amazon, or another third-party seller cannot be returned to a Roman store at all.
- Accessories, including jewellery, handbags, scarves, and fascinators, are not accepted as in-store returns. These need to be posted back instead.
If you are not sure whether a specific store can help with your return, Roman’s store locator page lists contact details for each location, so it is worth a quick call before making the trip.
Returns for Purchases Made Through Next, Amazon or Another Third-Party Seller
Roman sells through its own website, but its products also appear on marketplaces like Next and Amazon. If that is where you bought your item, Roman cannot process the return directly, either by post or in-store.
You will need to follow the returns process set out by the platform you originally purchased from, since the transaction and the returns handling sit with that retailer rather than with Roman itself.
This is a common source of confusion, so if you are unsure where you bought something, check your order confirmation email first. The retailer named there is the one that controls your return.
Returning Items Bought In a Roman Store
If you bought your item in person, the process mirrors the online returns policy in most respects, with a few differences worth knowing.
- You have 30 days from your purchase date to return the item.
- The item needs to be in its original, resalable condition with all tags attached.
- You must have a valid receipt. Without one, Roman cannot process the return.
- Returns to the store are free, and refunds are issued onto a Roman gift card rather than back to your original payment method.
- Exchanges in store are free.
- Lilly + Hope branded products cannot be returned in-store and must be returned online instead.
One detail specific to in-store purchases involves Roman retail concessions. If you bought your item from a Roman concession inside another retailer, your return must go back to that exact same concession. It cannot be taken to a different Roman concession, a full Roman store, or processed online.
Returns for International Orders
If you are shopping from outside the UK, the returns window is the same 30 days from the date your order was dispatched, and items need to be unworn with tags attached to qualify for a refund.
The key difference for international orders is the postage cost. Roman does not provide a pre-paid label for international returns, so you will need to pay for postage yourself.
Roman strongly recommends using a recorded or tracked delivery service and keeping your proof of postage, since your parcel remains your responsibility until it physically arrives at their returns address. If it gets lost or damaged on the way back, Roman is not liable.
International customers should also note that exchanges are not available. If you want a different size or item, you will need to return your original order for a refund and place a fresh order.
Items Roman Will Not Accept as Returns
Roman sets out clear categories of non-returnable or restricted items, largely for hygiene and practicality reasons.
Cannot be returned once worn or unpackaged, for hygiene reasons:
- Face masks
- Lingerie and underwear
- Earrings
- Hats, fascinators and other headwear
Cannot be returned in store, and must be posted instead:
- Beauty and bath products
- Bedding
- Throws and blankets
- Homeware
- Shoes
- Accessories
It is worth stressing that none of this affects your UK statutory consumer rights. If an item is faulty, not as described, or not fit for purpose, those legal protections stand regardless of Roman’s own returns policy.
Roman also cannot refund any balance that is already sitting on a Roman gift card, and the retailer will dispose of any items sent to them by accident that were not purchased through roman.co.uk, so it is worth double-checking your parcel before sealing it.
Frequently Asked Questions About Roman Returns
Does Roman charge for returns? Yes, but only in specific circumstances. A £3 fee is deducted from refunds on UK postal returns. Exchanges and faulty item returns are free.
How long do I have to return something to Roman? 30 days, whether the order was placed online or bought in a physical store. For online orders, the clock starts from the day you receive the item. For in-store purchases, it starts from the purchase date.
Can I get a cash refund in a Roman store? No. In-store refunds, including refunds for online orders returned to a store, are issued as a Roman gift card rather than cash or a card refund.
Can I exchange for a different colour or a completely different item by post? Not through the post. Postal returns only allow a free exchange for a different size of the same item. For a different item or colour, return the original for a refund and place a new order. In-store returns are more flexible and do allow an exchange for a different item entirely.
What happens if I lose my pre-paid returns label? You can still return your item using your own postage to Roman’s Birmingham returns address, as long as you include your order details so the team can match the return to your account.
How long does a Roman refund take? Once your return reaches Roman, refunds are typically processed within 10 working days, with the money reaching your original payment method within 3 to 5 working days after that.
Can I return a Roman purchase bought from Amazon or Next directly to Roman? No. Items bought through third-party platforms must be returned through that platform’s own returns process, not directly to Roman.
Final Thoughts
Roman’s returns policy is fairly standard for a UK fashion retailer, with a generous 30-day window and free size exchanges, but the details around the £3 postal fee, gift card only refunds in store, and the restrictions on accessories and third-party purchases are easy to miss if you are in a hurry.
Keeping your proof of purchase, checking which retailer you actually bought from, and posting back anything faulty rather than taking it to a store will save you the most hassle.
For the most current version of this policy, always check the official page directly at roman.co.uk/help/returns, since retailers do update fees and timelines from time to time.