Widerrufsrecht
Return Conditions
The Room offers a 14-day return policy for orders placed on our website. This means you have 14 days after receiving your item to request a return, and another 14 days to actually return the item. Items returned after the 14 days return window will not be eligible for a refund or voucher, and will automatically be returned to the customer.
To be eligible for a return, all items must be in the same condition that you received them: unused, with tags, and in its original packaging. All items are expected to be tried on with care. Items are not to be worn excessively or treated with any products until after the customer's decision to keep them. Should an item show signs of use upon return, our warehouse will create a backorder and the item will automatically be returned to the customer.
Request a Return
You may request a return label via our online return portal. Items sent back to us without first requesting a return will not be accepted. Once your return is created, you will be provided with a shipping label as well as instructions on how and where to send your package.
Our warehouse can only process packages that have been returned to us in accordance with the return instructions. Packages returned via other courier services might get lost and cannot not be followed-up by us.
Return Rates
The Room offers free returns for customers who wish to exchange their item for a shopping voucher, or if there has been made a mistake on our side (eg. wrong or damaged item). In all other cases, the return fee is to be paid by the customer. The initial shipping fee will be included in the refund if the total order is being returned.
European Union |
COUNTRY |
CARRIER |
COST |
Austria |
DPD ClassicDHL Express |
15 EUR20 EUR |
Belgium |
BPost |
5 EUR |
Bulgaria |
BPost |
15 EUR |
Croatia |
DPD Classic |
15 EUR |
Cyprus |
BPost |
15 EUR |
Czechia |
DPD Classic |
380 CZK |
Denmark |
DPD Classic |
115 DKK |
Estonia |
DPD Classic |
15 EUR |
Finland |
DPD Classic |
15 EUR |
France |
BPost |
15 EUR |
Germany |
BPost / DPD Classic |
9 EUR |
Greece |
BPost |
15 EUR |
Hungary |
DPD Classic |
5920 HUF |
Ireland |
DPD Classic |
15 EUR |
Italy |
BPost |
15 EUR |
Latvia |
DPD Classic |
15 EUR |
Lithuania |
DPD Classic |
15 EUR |
Luxembourg |
BPost |
5 EUR |
Netherlands |
PostNL |
5 EUR |
Poland |
DPD Classic |
65 PLN |
Portugal |
DPD Classic |
15 EUR |
Romania |
BPost |
15 EUR |
Slovakia |
DPD Classic |
15 EUR |
Slovenia |
DPD Classic |
15 EUR |
Spain |
DPD Classic |
15 EUR |
Sweden |
DPD Classic |
175 SEK |
OUTSIDE OF THE EUROPEAN UNION |
Please note that import charges paid upon delivery can not be refunded by The Room Antwerp. |
COUNTRY |
CARRIER |
COST |
Australia |
DHL Express |
79 AUD |
Canada |
DHL Express |
37 CAD |
Isle of Man |
DHL Express |
20 GBP |
New-Zealand |
DHL Express |
89 NZD |
Norway |
DHL Express |
240 NOK |
South-Australia |
DHL Express |
99 AUD |
Switzerland |
DHL Express |
20 CFK |
United Kingdom |
DHL Express |
20 GBP |
United States |
DHL Express |
27 USD |
Damages and issues
Please inspect your order upon delivery. Make sure to contact us immediately if an item is delivered defected, damaged, or if you received the wrong item. This way we are aware of the faulty item and we can advise you accordingly. Do not treat the items without our recommendation, and don't return faulty items unannounced. Should our warehouse team notice damage or defects which were not reported, the damage will naturally be assigned to the customer who returned the item(s). Should an item show signs of use upon return, our warehouse will create a backorder and the item will automatically be returned to the customer.
Exceptions / non-returnable items
The Room does not accept returns on gift cards. Purchases made with a gift card can be returned though. Items bought in pop-up stores are not eligible for a refund.
Exchanges
If you wish to exchange for another size or another item, we recommend to request a return and to make a separate purchase for the new item.
Refunds
The delivery of a returning package may take a few days, depending on the carrier and from which country it was shipped. The confirmation email of your return contains a link to the return status page. If you wish to follow up on your return, you can see all status updates on this page. Our warehouse unpacks and inspects all returned items within 30 days. Please keep in mind that it might take some time for your bank or credit card company to process and post the refund too.
Import duties cannot be refunded by The Room as these charges are determined and collected by national tax authorities, as disclosed in our shipping policy.
The Room cannot issue a refund for unused discount codes. Please make sure to enter a discount code before completing your order.
Unreasonable returning
The Room Antwerp reserves the right to cancel orders and deactivate accounts if we notice an unusual pattern of incoming returns from the same customer, eg. when a customer orders and returns unusually large quantities of products. If this should happen to you and you believe we have made a mistake, please contact our customer service at hello@theroomantwerp.com so we can review and re-evaluate the decision.
You may always contact us for any return question at returns@theroomantwerp.com.