Refund policy
Returns, Cancellations and Refund Policy
Last updated: [insert date]
Every ROUYER piece is individually handmade to order. Considerable time, care and attention go into creating each item, so we encourage customers to review the product description, sizing, colour and estimated production time carefully before ordering.
This policy distinguishes between:
- Standard made-to-order pieces: Products made from a ROUYER design using the standard sizes, colours and options offered on our website.
- Bespoke or commissioned pieces: One-off designs, personalised items or products made or altered to a customer’s individual measurements, specifications or requirements outside our standard options.
Standard Made-to-Order Pieces
Although standard ROUYER pieces are handmade after an order is received, UK and applicable European consumer laws may provide customers with a right to cancel an online order.
You may notify us that you wish to cancel a standard made-to-order purchase at any time after placing your order and up to 14 days after receiving it.
You must:
- Contact us within 14 days of receiving the item.
- Return the item within a further 14 days of telling us that you wish to cancel.
- Return it unworn, unwashed, unaltered and free from marks, scents, damage or other signs of use.
- Take reasonable care of the item while it is in your possession.
- Obtain proof of postage and use suitable protective packaging.
You may inspect and try on the item as you would in a shop. If it has been worn or handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value.
The customer is responsible for the cost of returning a standard item when cancelling because of a change of mind, incorrect size choice or personal preference. This does not apply where the item is faulty, damaged, incorrect or not as described.
Bespoke, Personalised and Commissioned Pieces
Bespoke and commissioned items are created specifically for the individual customer and cannot normally be resold.
For this reason, the statutory right to cancel does not normally apply to:
- One-off commissioned designs.
- Items made to individual measurements.
- Products personalised with names, initials or other unique details.
- Designs made in a non-standard colour, fabric, yarn or finish sourced at the customer’s request.
- Standard designs that have been materially altered at the customer’s request.
Once a bespoke or commissioned order has been agreed and work has started, it cannot normally be cancelled, returned or exchanged because the customer has changed their mind.
This does not affect your legal rights if the piece is faulty, incorrectly made, materially different from the agreed design or not as described.
The details, measurements, materials, price and expected completion time for commissioned pieces will be agreed before production begins. The customer is responsible for checking that any measurements and information supplied are accurate.
Order Changes and Cancellations
Please contact us as soon as possible if you need to amend or cancel an order.
If production has not started or materials have not been ordered, we will do our best to accommodate your request. Changes cannot be guaranteed once work has started, particularly for commissioned or personalised pieces.
Any additional cost resulting from a customer-requested change will be confirmed before the work continues.
Faulty, Damaged or Incorrect Items
Every item is carefully checked before dispatch. If your order arrives damaged, contains a manufacturing fault, is not as described or is different from what you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your name and order number.
- A description of the problem.
- Clear photographs showing the item and the issue.
- A photograph of the packaging if the order was damaged during delivery.
Depending on the circumstances and your legal rights, we will offer an appropriate repair, replacement, price reduction or refund. ROUYER will cover reasonable return costs where an item is confirmed as faulty, damaged, incorrect or not as described.
Personalised and commissioned items remain covered by these legal protections. Under UK law, products must be of satisfactory quality, fit for their intended purpose and as described. EU customers also benefit from applicable national consumer protections and the EU’s minimum legal guarantee for faulty goods. GOV.UK, Your Europe.
The Nature of Handmade Products
As each ROUYER piece is handmade individually, minor variations in stitching, texture, positioning and finish may occur. Colours may also appear slightly different depending on screen settings, lighting and yarn or material batches.
These small variations are part of the individual nature of handmade clothing and will not normally be considered faults. This does not apply where an item is materially different from its description, agreed specification or product images.
Refunds
Where a refund is due for a cancelled standard order, it will include:
- The price paid for the returned item.
- The cost of the least expensive standard delivery option offered at the time of purchase.
Additional delivery charges paid for express or upgraded shipping will not normally be refunded beyond the cost of standard delivery.
Refunds will be issued to the original payment method within 14 days of receiving the returned item or satisfactory evidence that it has been sent, whichever occurs first. We may withhold the refund until the item has been returned or evidence of return has been provided.
We reserve the right to reduce a refund where an item has been worn, damaged, washed, altered or handled beyond what was reasonably necessary to inspect it.
Exchanges
As every piece is handmade to order, we do not routinely hold replacement stock for immediate exchanges.
If you would like a different standard size or colour, please contact us. Where a return is permitted, we may ask you to return the original item for a refund and place a new order. The normal production time will apply to the replacement order.
Bespoke, personalised and commissioned pieces cannot normally be exchanged unless they are faulty or do not match the agreed specification.
International Returns
Customers ordering outside the United Kingdom may have additional rights under the mandatory consumer laws of their country. Nothing in this policy is intended to remove or restrict those rights.
International customers are responsible for change-of-mind return postage, customs documentation and safe delivery of the returned item. Amounts paid directly to customs authorities or delivery companies, including import duties and local handling charges, cannot normally be refunded by ROUYER. Customers may need to apply directly to the relevant authority for repayment.
Where local consumer law provides greater protection than this policy, the applicable legal protection will take precedence. Government export guidance recommends checking the distance-selling and return rules of each country before actively selling into that market. Business.gov.uk.
How to Request a Return
Before returning an item, please contact:
Email: [insert customer service email]
Order enquiries: [insert website contact page or telephone number]
Please include your order number and reason for contacting us. Do not return an item until return instructions and the correct return address have been provided.
Unauthorised returns may cause delays in processing.
Cancellation Notice
Customers may cancel an eligible standard order by emailing the following information:
I hereby give notice that I wish to cancel my contract for the purchase of the following item:
Order number:
Item ordered:
Name:
Delivery address:
Order date:
Date received:
Date of cancellation request:
Customers do not have to use this exact wording, provided they clearly tell us that they wish to cancel.
Your Legal Rights
Nothing in this policy excludes or limits any legal rights that cannot lawfully be excluded. This policy is governed by the laws applicable in Northern Ireland, while preserving any mandatory consumer protections available in the customer’s country of residence.
Before publishing, Sophie should add her full trading name, geographical business address and customer service email. I would also place a clear notice beside the payment button for commissioned orders stating:
This piece will be created to your individual specification. Once production begins, it cannot be cancelled, returned or refunded because of a change of mind. Your rights concerning faulty, damaged or misdescribed products are not affected.
Returns, Cancellations and Refund Policy
Last updated: 21 July 2026
Every ROUYER piece is individually handmade to order. Considerable time, care and attention go into creating each item, so please review the product description, sizing, colour and estimated production time carefully before placing your order.
This policy distinguishes between standard made-to-order products and bespoke commissioned pieces.
Standard Made-to-Order Pieces
Standard made-to-order pieces are products made from an existing ROUYER design using the sizes, colours and options normally offered on our website.
Although these pieces are handmade after an order is received, customers may have the right to cancel an online order under applicable consumer law.
You may notify us that you wish to cancel an eligible standard order at any time after placing it and up to 14 days after receiving it. After notifying us, you must return the item within a further 14 days.
Returned items must be:
- Unworn, other than being tried on for fit
- Unwashed and unaltered
- Free from marks, make-up, scents, pet hair or other signs of use
- Returned with any labels or tags still attached
- Securely packaged to prevent damage during return delivery
Customers may inspect and try on an item as they would in a shop. If an item has been worn, damaged or handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value.
The customer is responsible for return postage when cancelling because of a change of mind, personal preference or incorrect size selection. We recommend using a tracked postal service and retaining proof of postage.
Bespoke and Commissioned Pieces
Bespoke and commissioned pieces are created specifically for an individual customer and cannot normally be resold.
The right to cancel for a change of mind does not normally apply to:
- One-off commissioned designs
- Items made to individual measurements
- Products personalised with names, initials or other unique details
- Designs made using a non-standard colour, material, yarn or finish requested by the customer
- Standard designs that have been materially altered at the customer’s request
Once the design and price have been agreed and work has started, bespoke, personalised and commissioned pieces cannot normally be cancelled, returned, exchanged or refunded because the customer has changed their mind.
This does not affect your legal rights if the item is faulty, incorrectly made, materially different from the agreed design or not as described.
The customer is responsible for checking that any measurements, colours, design details and other information supplied for a commissioned order are correct before production begins.
Changing or Cancelling an Order
If you need to change or cancel an order, please email fosie@hotmail.fr as soon as possible.
If production has not started and materials have not been ordered, we will do our best to accommodate your request. However, changes cannot be guaranteed once work has begun, particularly for personalised or commissioned pieces.
Any additional cost resulting from a customer-requested change will be confirmed before the work continues.
Faulty, Damaged or Incorrect Items
Every ROUYER piece is carefully inspected before dispatch.
If your order arrives damaged, contains a manufacturing fault, is not as described or is different from what you ordered, please contact us as soon as reasonably possible at fosie@hotmail.fr.
Please include:
- Your name
- Your order number
- A description of the issue
- Clear photographs showing the item and the problem
- Photographs of the packaging if the item was damaged during delivery
Depending on the circumstances and your legal rights, we will offer an appropriate repair, replacement, price reduction or refund.
ROUYER will cover reasonable return costs where an item is confirmed as faulty, damaged, incorrect or not as described.
Bespoke, personalised and commissioned pieces remain protected where they are faulty, incorrectly supplied or do not match the agreed specification.
The Nature of Handmade Products
Every ROUYER piece is individually handmade rather than mass-produced. Minor differences in stitching, texture, positioning and finish may therefore occur.
Colours can also appear slightly different depending on screen settings, lighting and variations between yarn or material batches.
These small differences are part of the individual character of handmade clothing and will not normally be considered faults. This does not apply where an item is materially different from its description, product photographs or agreed specification.
Sizing and Fit
Please review the sizing and fit information shown on the relevant product page before ordering.
If you are unsure about the fit of a particular design, please contact us at fosie@hotmail.fr before placing your order.
Choosing an incorrect size does not make an item faulty. However, eligible standard made-to-order pieces may still be returned under the cancellation process outlined above.
Items made or altered using measurements supplied by the customer cannot normally be returned because of an error in those measurements.
Refunds
Where a refund is due for an eligible cancelled order, it will include:
- The price paid for the returned item
- The cost of the least expensive standard delivery option offered when the order was placed
If you selected express, priority or another upgraded delivery service, we are only required to refund the equivalent cost of standard delivery.
Refunds will be made to the original payment method. We may wait until the returned item has been received, or until satisfactory evidence of return has been provided, before processing the refund.
Once the item or evidence of return has been received, an approved refund will be processed within 14 days. Your bank or payment provider may require additional time to show the refund in your account.
We reserve the right to reduce a refund where an item has been worn, washed, altered, damaged or handled beyond what was reasonably necessary to inspect it.
Exchanges
As every item is handmade to order, we do not routinely hold replacement stock for immediate exchanges.
If you would like a different standard size or colour, please contact us. Where a return is permitted, we may ask you to return the original item for a refund and place a new order. The normal handmade production time will apply to the new order.
Bespoke, personalised and commissioned pieces cannot normally be exchanged unless they are faulty or do not match the agreed specification.
Return Postage
Please contact fosie@hotmail.fr before returning an item. We will provide the appropriate return instructions and return address.
Customers are responsible for change-of-mind return postage. We recommend using a tracked and insured postal service, as the returned item remains the customer’s responsibility until it has been safely received.
Do not return an item without contacting us first, as unauthorised returns may cause delays.
Where an item is faulty, damaged, incorrect or not as described, please contact us before paying for return postage so that suitable return arrangements can be agreed.
International Orders and Returns
Customers outside the United Kingdom may have additional rights under the mandatory consumer laws of their country. Nothing in this policy is intended to remove or restrict those rights.
International customers are responsible for change-of-mind return postage, customs documentation and the safe return of the item.
ROUYER can only refund amounts paid directly to us. Import duties, taxes and handling charges paid directly to a customs authority, postal provider or delivery company cannot normally be refunded by ROUYER. Customers may need to apply to the relevant authority for repayment.
When returning an international order, the parcel should be clearly marked as returned goods where appropriate. ROUYER is not responsible for charges caused by incorrect customs declarations.
Where the customer’s local consumer law provides greater mandatory protection than this policy, the applicable legal protection will take precedence.
How to Request a Return
To request a cancellation or return, email fosie@hotmail.fr with:
- Your name
- Your order number
- The item you wish to return
- The date the order was received
- The reason for the return, where applicable
You do not have to provide a reason when exercising a legal right to cancel an eligible standard online order.
Cancellation Notice
You may use the following wording to cancel an eligible order:
“I hereby give notice that I wish to cancel my contract for the purchase of the following item:
Order number:
Item ordered:
Name:
Delivery address:
Order date:
Date received:
Date of cancellation request:”
You do not have to use this exact wording, provided you clearly tell us that you wish to cancel.
Your Legal Rights
Nothing in this policy excludes or limits any consumer rights that cannot lawfully be excluded.
This policy is governed by the laws applicable in Northern Ireland. Customers living elsewhere will continue to benefit from any mandatory consumer protections that apply in their country of residence.