FAQ

General

How can I become a Roomie?

You can easily become a Roomie by creating an account.

Roomies have more Room. By becoming a Roomie, you'll receive a 10% discount code (valid for one month) to be used on your first order, you will have access to exclusive items, be the first to discover to-be-launched items and you can grow into a Golden Roomie with a pre-access advantage to every drop.

How can I contact you?

Our customer care team is reachable via hello@theroomantwerp.com. We try our best to answer all emails within 3 business days. Questions to which the answers can be found here in our FAQ will not be answered via email.

Please note that the social media team (both Instagram and Tiktok) will not be able to answer order related questions. However, they will gladly assist you with size and style advice, or inform you on possible restocks. 

My favourite item is out of stock. When do you restock?

We fully understand your excitement! You may subscribe for a 'Notify me when back in stock' email on the product page of your favourite item. This way, we're able to see which items are most wanted for a restock. Should you have any questions regarding a restock, please reach out via hello@theroomantwerp.com.

Orders

Do I need an account to place an order?

You are welcome to shop without creating an account. But, if you decide to become part of our community, you'll get some awesome perks:

  • Review your past purchases
  • Save your address and card details for a speedier shopping experience next time
  • Unlock exclusive items just for Roomies
  • Opt-in to receive newsletters and stay in the loop on the latest trends, styling tips, and new arrivals

How can I unlock a 10% discount on my first order?

All new Roomies receive a 10% discount code to be used on their first order. This unique code will be valid for one month. You can easily become a Roomie by creating an account.

Roomies have more Room. By becoming a Roomie, you'll also have access to exclusive items and pre-access to new drops, and you'll be able to discover to-be-launched items.

When will my order be delivered?

All orders are processed within 2-5 business days (except for pre-orders). Once your order is in transit, you will receive an email with tracking information.

The delivery date will depend on the destination country. As we ship from Belgium, transit to countries outside of Europe might take a bit longer.

Should you notice any troubles in the tracking information, kindly reach out to us at hello@theroomantwerp.com.

I've placed two separate orders. Can you ship them together and refund the second shipping fee?

As all orders are being shipped from an external warehouse, we are unable to give instructions for individual orders.

In case your orders have not been processed yet, you may request a cancellation and place a new order.

Can you keep an item aside so I can place my order later?

It is not possible for us to reserve items.

I just placed an order. Can I still change my shipping address?

Please reach out to us via hello@theroomantwerp.com mentioning your order number, and the corrected shipping address.

If we haven't processed your order yet, we will change the shipping address for you. If the order has already been processed, we are unable to make any changes. Should a package fail to be delivered, it will automatically be returned to us and refunded to the customer.

I just placed an order. Can I still change my billing address?

Our backend system does not allow us to change the billing address. Please note that the billing address does not have an influence on your order, as all orders will be sent to the shipping address.

Shipments

Where do you ship to?

We currently ship to the countries listed below. If your country is not listed and you wish to place an order, please send an email to hello@theroomantwerp.com and we’d be happy to help you place an order. 

Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Isle of Man, Italy, Japan, Latvia, Lithuania, Luxembourg, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States.

Which shipping options do you offer?

Depending on the destination, you will be able to choose between different shipping options:

  • DHL Parcel: for most countries within the European Union
  • DHL Express: worldwide

Will I have to pay import taxes?

Shipments within the European Union will be delivered duty-free. Please be aware that non-EU countries might charge import taxes, if the total value of the shipment exceeds a certain threshold. You can check the threshold for your country here.

Unfortunately The Room is unable to predict the exact charges, as this is determined by national tax authorities, and thus different per country. Import duties and taxes are not included in the final check-out amount, as they have to be paid upon delivery. DHL will typically send you an email, text message or letter with a payment request. 

Import charges cannot be refunded by The Room Antwerp.

I just placed an order. Can I still change my shipping address?

Please reach out to us via hello@theroomantwerp.com mentioning your order number, and the corrected shipping address.

If we haven't processed your order yet, we will change the shipping address for you. If the order has already been processed, we are unable to make any changes. Should a package fail to be delivered, it will automatically be returned to us and refunded to the customer.

My package was returned to you without delivery attempt. How should I proceed?

Your package might be returned us because of several reasons:

  • After a failed delivery attempt, the package was brought to a DHL pick-up point. After a certain amount of days, if the package is not picked-up by the customer, the package will automatically be returned to us.
  • The delivery address was incorrect. The postal code might be wrong, the city might be spelled incorrectly... In which case DHL will not be able to deliver the package, and they will return it back to us.

All returned packages will be processed in our warehouse and refunded to the customer's original payment method.

Returns

How can I return an item?

We offer a 14-days return period. This means that a return request needs to be made via our online return portal within 14 days after receiving your order.

A return label will be sent to your mailbox within 1 business day. From that moment, you have another 14 days to actually return your order.

To be eligible for a return, your item(s) must be in the same condition that you received them. All instructions, conditions and charges are fully described in our Refund Policy.

Can I exchange my item for another size?

Yes, you can! If the item you ordered isn't the right size, you may choose to receive a different size via our online return portal. This option will only appear if we have other sizes available. If you wish to exchange for another item, we recommend to opt for a refund and make a separate purchase for the new item.

Exchanges are free of charge — we won't charge any return or new shipping costs.

Can I exchange my item for another item?

Our return portal doesn't offer exchanges for another item. If you wish to exchange for another item, we recommend to opt for a refund and make a separate purchase for the new item.

When will I be refunded?

Our team inspects all returned packages within 5-7 business days. All items that meet the conditions described in our return policy, will be refunded right away on your original payment method, or exchanged for another size, in accordance with your return request. Kindly keep in mind that it might take some time for your bank or credit card company to process the refund too.

The return portal is not working. How should I proceed?

Kindly keep in mind that the portal will only except return requests up until 14 days after delivery of your order.

Should you experience any issues in the return portal, kindly reach out to us via hello@theroomantwerp.com.