As we’re receiving a lot of messages from our Roomies, we’d like to take our time to go through all of them and respond to them with attention and care. We’ve listed the questions we receive most often below, maybe you can find an answer to your question there? If not, don't hesitate to reach out to us via hello@theroomantwerp.com.

I haven’t received my order yet. When will it be delivered?

All orders are processed within 2-5 business days (except for pre-orders). You will receive a tracking number as soon as your order has been shipped by the courier service you chose at the check-out. 

How can I return an item?

To be eligible for a return, your item(s) must be in the same condition that you received them. Before sending anything back to us, kindly announce the return via our online return portal within 14 days after receiving your item. All steps, conditions and return costs are fully described in our Refund Policy. 

When will my refund be transferred to my account?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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.

I’ve just placed an order but I want to change my shipping address - how can I do this?

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.