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Customer Help & FAQs

Ordering & payments

What methods of payment does Rooma take?

Payments for orders through the Rooma website are made via Paypal. Paypal accepts card payment or by Paypal account.

Why has my payment been refused?

Payments for orders are processed by Paypal. Please contact your card issuer for details on why your card was refused.

Can I order goods by phone as well as via the web site?

We cannot accept orders over the telephone at this time. However, if you have any queries prior to purchasing online, please do call us on 01769 540 022

Delivery

What are the delivery charges?

Furniture deliveries
Furniture deliveries to England and Wales – FREE Delivery
Furniture deliveries to mainland Scotland – £150

Currently we only furniture to most parts of mainland UK.

Cushions and smaller items
Delivery for smaller items in all UK – FREE Delivery

Do you deliver to all countries?

Not at this time.  We deliver to most postal areas in the UK mainland

What happens if there is nobody in, when you deliver?

SMALL ITEMS
Standard deliveries will usually be made Monday to Friday between 9am and 6pm. If the recipient is not available to accept the delivery,  a card will be left at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.

If an item is undelivered and held at the post office or courier depot awaiting collection and it is not subsequently collected, or if a delivery is refused and then returned to us – then a £6.50 charge will apply for the cost of returning the parcel to us.

FURNITURE/LARGE ITEMS
Furniture deliveries will be arrange with the customer in advance. If for any reason the customer is not available without reasonable notice, then the driver may not be able to deliver the goods. In this event – rescheduling and redelivering the goods may incur charges to the customer.

Cancellations, returns & exchanges

What if wish to Cancel an order?

Please note: Made-to-measure items cannot be cancelled and are non-returnable and non-refundable unless faulty or damaged.

For off the shelf items, if you wish to cancel your order – please contact us as soon as possible either by telephone 01769 540 022 or via email at [email protected].

You order may already have been dispatched, therefore under the Distance Selling Regulations, you must let us know within seven working days of receiving your parcel. This can be done by calling us 01769 540 022 or via email at [email protected].

You will then need to return the whole order to us, at your own expense, if you have already received it. Please obtain a Certificate of Posting in case, for whatever reason, the parcel(s) does not reach us.  Once we receive the complete order back, we will issue a full refund of the item price that you paid. We cannot refund the the original delivery charge unless the item is faulty or damaged.

Can I return an item?

General returns & exchanges 

We want you to be happy with your purchases from us. So if you wish to return an item, that’s not a problem.

Please note: Made-to-order items can only be returned if faulty or damaged.  (Please see Faulty or damaged goods section below).

For off-the-shelf items – Please return items within 28 days of receipt in their original saleable packaging. Please ensure products are returned complete, unused, unwashed and in original packaging as we cannot accept items for a refund or exchange if they are not in perfect condition.

Once we receive items back, we will issue you a full refund or exchange.

If the 28 day period has expired, we will be happy to exchange the goods for something else.

The delivery charge for the original order is non-refundable. As the goods are your responsibility until they reach us, please ensure you package your return to prevent any damage to the items or boxes.

With the exception of faulty and damaged goods we are unable to pay the postage for goods being returned to us, so do advise that you obtain a certificate of postage in case the parcel fails to reach us as we will not be liable for items lost in transit without proof of postage.

Return addresss:  Rooma, Unit 5, Express Court, Mullacott Business Park, Devon EX34 8FP

Faulty or damaged goods

Furniture
All furniture is thoroughly inspected prior to sending out for delivery by our team.

Upon receipt of goods, all furniture must be opened and checked by the customer at the point of delivery to be sure that the item has arrived undamaged.

In the unlikely event that you receive faulty or damaged goods, please alert the delivery driver as to the damage or fault and contact us immediately by phone. We will replace or refund in full (including the original postage charge for refunds) for faulty or damaged goods. Please call us on 01769 540022 or email [email protected]

Smaller items
Please call us on 01769 540022 or email [email protected] within 7 days of receiving your order to obtain a Returns Authorisation Code and instructions for how to return the goods to us.

Please note: Faulty or damaged goods cannot be accepted without a Returns Authorisation Code and must be returned within 14 days of receiving your order.

How long does it take to process a refund or exchange?

Email us at [email protected] stating your reason for return and whether you would like an exchange or refund.

If you have requested a refund, this will be processed within 21 days of receipt of your returned items. If this refund is made directly to your credit card this should appear on your next credit card statement.

Made-to-order items

How long does a made-to-order item take?

Times vary depending on the item. Please allow from 8 to 12 weeks for made-to-order furniture, however it can be sooner. Each item should state the estimated times but please do enquire prior to ordering if unsure.

Once I have ordered an item can I change my mind?

For made to measure items once an order is placed, we will post you fabric samples of that product to be sure you are happy with your choice. Once happy you must confirm your order via email. Until this point you may cancel your order. Once we receive the confirmation email, orders cannot be cancelled as the made–to-order process will have started.

Can I see order a fabric swatch?

For made to order items – YES. We will post you fabric samples of that product to be sure you are happy with your choice. Once happy you must confirm your order via email.

We are sorry but we cannot send fabric sample for our off the shelf items furniture or cushions and small items.

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