Refund policy

Our returns policy

Every ROHMANE piece is made by hand, especially for you, once your order is placed. For this reason, all pieces are final sale and we do not offer returns or refunds for a change of mind. Please choose carefully. Our team is always happy to help before you order.

Made to measure, Couture and Studio

These pieces are made for you alone. They cannot be returned, exchanged or cancelled, including for fit or a change of mind. The only exception is if there is a fault on our part (see “Faulty or incorrect pieces”).

Ready-to-wear size exchanges

If your Ready-to-wear piece doesn’t fit, we’re happy to offer one exchange for a different size. Please email customercare@rohmane.com within 7 days of receiving your piece, with your order number and the size you need.

Your piece must be unworn, unwashed and unaltered, with all tags attached and in its original packaging. Return shipping is your responsibility, and we recommend a tracked service. As every piece is made to order, your new size will be made once we receive your original piece, which takes 2 to 3 weeks.

Exchanges are for size only and subject to availability. Sale and promotional pieces cannot be exchanged.

Cancelling an order

UK and EU customers

Under local consumer law, customers in the UK and EU can cancel a Ready-to-wear order within 14 days of delivery. To cancel, email customercare@rohmane.com with your order number, then return your piece within 14 days, in the condition described above. This does not apply to Made to measure, Couture or Studio pieces.

Customers in all other countries

All pieces are final sale and cannot be cancelled once ordered. Ready-to-wear pieces can still be exchanged for a different size within 7 days of delivery.

Faulty or incorrect pieces

Every piece is carefully checked before it leaves us. If your piece arrives with a manufacturing fault, you receive the wrong piece, or a made-to-measure piece doesn’t match the specifications we agreed, we’ll make it right with a repair, replacement or refund.

Please email customercare@rohmane.com within 7 days of receiving your order, with:

A fault or damage: photos of the fault and, if possible, an unboxing video
The wrong piece: photos of the piece you received and your order confirmation
Made-to-measure pieces: your measurements of the piece, with photos showing where it differs from the agreed specifications

Fit is not a fault. Small variations in handwork, embroidery, fabric and colour are part of every handmade piece and are not considered faults.

How to send a piece back

Please contact us before sending anything back, and we’ll give you the return address and instructions. Pieces sent without contacting us first may be delayed, as we won’t be able to match them to your order. If you’re returning a piece because of our mistake, we’ll cover the cost.

Refunds

Where a refund is due, it will be made to your original payment method within 14 days of approval. Your bank may take a few extra days to process it.

Import duties and taxes cannot be refunded. For UK and EU cancellations, we’ll refund the standard delivery cost of your original order, but not any extra paid for faster shipping.

Help with sizing

Not sure of your size? Email customercare@rohmane.com with your measurements and our team will advise before you order. For made-to-measure pieces, please check your measurements carefully, as we can’t accept returns where incorrect measurements were given.

Delivery details and dates

Please make sure your address, email and phone number are correct at checkout. We can’t take responsibility for delays caused by missing or incorrect details. If a parcel can’t be delivered and comes back to us, re-sending it will be charged.

Making and delivery times are estimates. If you need your piece by a certain date, please contact us before ordering. If we’ve confirmed a date with you in writing and can’t meet it, you can cancel for a full refund.