Delivery Times 

Orders will be dispatched within 24-72 Working Hours

Once items are dispatched, Roo & Co are not responsible for a delayed service by Royal Mail or other couriers. All orders will be tracked.

If your item is delayed by more than one week after dispatch please contact customer service. 

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Please note timescales for Courier Services may vary and can be found on their websites. Royal Mail do not consider an item to be 'lost' until 10 working days have passed from the latest possible arrival date, at which point we can open a case with Royal Mail.

Please always check with neighbours and safe places including bins, porches and outhouses before contacting customer service.

Once an item is marked 'delivered' by Royal Mail Roo & Co is no longer responsible for the parcel, as we or you will no longer be eligible to open a case.

Faulty Items -

Items deemed faulty must be reported to us within 14 days from the delivery date, such items will be replaced once the item has been returned and inspected by us, should the item be out of stock we will offer a store credit against your next order.

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***If the item(s) have been mistreated or damaged they will NOT be replaced nor will a store credit be offered,  we are unable to assume responsibility for any damages of any Roo & Co item which might occur if not cared for in the way that is stated in the care instructions stated on our care page.

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Links that are pulled apart due to carelessness on bracelets and necklaces will NOT be replaced, we usually request a photo of the item and our supplier will determine if in fact the item is faulty. We clearly state our items are delicate and require care when applying, wearing and removing. 

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If you are purchasing an item which has a stone or multiple stones, please take extra with the setting. We are unable to repair jewellery and if a setting is damaged due to trauma which in turn causes a stone to fall out, we are not liable to replace this item. Settings can be damaged by any applied pressure (eg carrying a heavy item, hitting a hard surface inadvertently with any force or snagging on material.)
 

All items must be returned in the original packaging.

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Exchanges - The Item MUST be returned within 14 working days! Should you need to exchange an item please get in contact with us via email or direct message the Roo & Co whatsapp. Once the item is received by us and we have confirmed the piece(s) have not been worn, OR show signs of damage OR wear (ie scratches) we will replace the item, should the item be out of stock the buyer will have the option to wait until the next restock or receive a store credit code which they can use immediately to purchase an alternative item.

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It is the buyers responsibility to pay the returns postage fees.