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Returns & Refunds FAQ's

Frequently Asked Questions

Can I return the goods?

We want you to be delighted with your purchase, but if you are not, you can return any item within 30 days of receipt, provided the product(s) is returned complete, in perfect condition, unused and in its original packaging. Please see our Returns & Refunds page for more information.

My item is faulty, incorrect, or just not what i expected?

Oh no, this is our worst nightmare, we're so sorry! We ask you to keep stuff like the original packaging, delivery notes that sort of thing so when you return it, we can process it tout suite and get your money refunded or organise a replacement. Here’s a link to our returns policy which has all the details and some boring but necessary stuff in there too.

Where do I send my return?

For items being returned using a method of your choice, please include the Returns Form that arrived with your order or download another one here and return your item(s) to the following address: Rūma Department, Rūma, Stafford Mills, Milnsbridge, Huddersfield, HD3 4JD. Please complete the Returns Form, including your name, address and order number, together with the reason why you are returning the item, so that we can identify the item when it arrives back at our mills.

I don't have the original packaging - am I still able to return my item?

All Rūma returns would need to be packaged in the original packaging and in a resellable condition.

I live locally to Ruma, can I return my order myself?

Unfortunately any returns would need to be sent via courier arranged by us or by you and cannot be accepted by being dropped off at our offices.

How long will my refund take?

All returned goods need to go through our returns process which can take around 5 working days from receiving the items back into our warehouse. Once a refund has been issued, this can take 2-3 working days to appear in your account, depending on your bank.

Can I request spare parts for components?

If you find you are missing a small part from your order, please get in touch with our Customer Support Team via email with a description of the part you are missing and they will do their best to source a replacement part to be sent out to you as soon as they can.