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.
I forgot to use my discount code. Can you refund the difference?
We are unable to refund amounts because of unused discount codes.
When will my order be delivered?
All orders are processed within 2 business days (except for pre-orders). Once your order is in transit, you will receive an email with tracking information.
Transit times per country can be found in our Shipping Policy.
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 such case we'd recommend to simply wait for your orders to arrive and follow the regular return process.
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/billing address?
Unfortunately, we can't alter the shipping address once your order has been placed.
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 ship to the countries listed below.
Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States.
Unfortunately, we are currently not planning on expanding our shipping destinations.
How much is the shipping fee?
Shipping fees can be found here.
Please note that potential import duties are not included in the shipping price, as described below in the section 'Import duties & taxes'.
I just placed an order. Can I still change my shipping address?
Unfortunately, we can't alter the shipping address once your order has been placed.
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 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 the post service 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.
Import duties & taxes
Will I be charged with import duties/VAT?
As we ship from Belgium, shipments within the European Union will be delivered duty-free. Please be aware that non-EU countries might charge import duties and/or taxes, if the total value of the shipment exceeds a certain threshold. You can check the threshold for your country here.
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.
How much will the import costs be?
Unfortunately The Room is unable to predict the exact costs, as this is determined by national tax authorities, and thus different per country.
How can I pay import charges?
Import duties and taxes are not included in the final check-out amount, as they have to be paid upon delivery. DHL typically pays duties and taxes to authorities upon import on behalf of the receiver, and then charges the receiver. You will receive an email, text message or letter from DHL with a payment invitation.
Will these import charges be refunded should I decide to return my order?
No, import duties cannot be refunded by The Room as these charges are determined and collected by national tax authorities.
What if I don't want to pay the import duties?
Should you refuse to pay import charges, you may notify DHL about this. DHL will then ask us to approve a 'return to origin' procedure. Your order will then be returned to our warehouse, where it will be processed as a regular return. This means that a return fee will be deducted from your refund, to compensate the transportation cost.
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. 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.
How much is the return fee?
Return fees can be found here.
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.
Can I exchange my item for another size or item?
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.
When will I be refunded?
Our team inspects all returned packages within 30 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.
Will import charges be refunded should I decide to return my order?
No, import duties cannot be refunded by The Room as these charges are determined and collected by national tax authorities.