Refund & Return Policy

 

We want you to love your Roaming Fireside purchase, but we understand that sometimes you may need to return or exchange an item.

 

Roaming Fireside adheres to the 14-day return policy under the Consumer Contracts Regulations. You have 14 days from the day after you receive your order to request a return or exchange, followed by an additional 14 days to return the item(s) to us.

 

Please note: You are responsible for the return postage and ensuring the item(s) reach us safely. Refunds cover the value of the returned items only and do not include the original shipping costs.

 

How to Start a Return

 

To request a return, please contact us with the following details:

 

Your order number

 

The item(s) you want to return

 

The reason for the return

 

Details of any replacement item, if applicable

 

Returns are processed in the UK. After we approve your request, you’ll receive return instructions by email. Do not send returns to the address on the delivery label—items sent there may be lost and cannot be refunded.

 

Unapproved returns may not be accepted.

 

Sizing Issues

 

If you’re requesting a return due to sizing, we’ll first confirm whether the wrong size was ordered or the garment was incorrectly labelled. You may be asked to measure the item (e.g. underarm to underarm), compare it with the Size Guide, and provide photos of any discrepancies.

 

You can find further sizing guidance on the Size Guide page of our website.

 

Please note we only allow one exchange per item, so it’s important to confirm your replacement size carefully. If you request a second exchange for the same item, a refund (excluding shipping) may be issued instead, and you’ll need to place a new order.

 

Return Eligibility

 

To qualify for a return, the item must be:

 

Unworn and unused (trying it on is okay)

 

Unwashed (washed items are considered used)

 

Items that do not meet these conditions or are returned without prior approval may not qualify for a refund or exchange.

 

Postage Requirements

 

Please return your item(s) using a tracked service, such as Royal Mail Tracked or a courier with signed delivery. Royal Mail collections can be arranged online and can include label printing upon pickup if requested. When booking, contact us so we’re notified once your return is on its way.

 

Ensure the packaging protects your item(s), especially from water damage.

 

Damaged, Defective, or Incorrect Items

 

All items are quality-checked before dispatch, so issues are rare. If your order arrives damaged, defective, or incorrect, contact us immediately. Do not attempt to fix the item (e.g. ironing prints), as this may void eligibility for a refund or exchange.

 

We’ll request a photo of the problem to help us investigate. Once confirmed, we’ll arrange a replacement or refund and cover the return postage using Royal Mail 2nd Class Signed For (postage refunds are capped at this service).

 

Please allow time for us to liaise with our garment supplier if needed.

 

Return Process

 

Exchanges / Non-defective Items: Once approved and returned, we’ll send your replacement or process a refund for the item’s value (excluding shipping), typically within 24 hours.

 

Damaged / Incorrect Items: Once the return is approved and received, we’ll send your replacement or issue a full refund, including postage where applicable (up to Royal Mail 2nd Class Signed For).

 

Refunds

 

Once we’ve received and inspected your return, we’ll notify you of the outcome. If approved, the refund will be issued to your original payment method (minus the initial shipping charge). Processing times may vary by bank or card issuer.

 

Non-returnable Items

 

Personalised or custom-made items

 

Sale items

 

Gift cards

 

If you have questions about a return, feel free to contact us.