Shipping policy

Every ROUYER piece is individually handmade to order. Our production time is separate from the delivery time, so please allow time for your piece to be created before it is dispatched.

Production Time

Most ROUYER pieces are handmade within approximately 1–2 weeks of receiving the order.

Production may take longer for:

  • Bespoke or commissioned pieces
  • Products requiring specially ordered materials
  • Larger or more detailed designs
  • Multiple-item orders
  • Orders placed during particularly busy periods

Any estimated production time shown on the product page should be considered before ordering. If we expect a significant delay, we will contact you using the details provided with your order.

If you require an item for a particular date, please email fosie@hotmail.fr before ordering. We cannot guarantee delivery by a particular date unless this has been expressly agreed in advance.

Dispatch Confirmation

Once your order has been completed and dispatched, you will receive a confirmation email.

Where tracking is available, the dispatch email will include the relevant tracking details. Tracking information may take a short time to update after the parcel has been collected by the delivery provider.

Delivery Costs

Shipping costs are calculated according to the delivery destination, parcel size and delivery service selected.

The available delivery options and applicable charges will be displayed at checkout before payment is completed.

Any estimated delivery period begins when the order is dispatched, not when the order is initially placed.

UK Delivery

Delivery within the United Kingdom normally takes place within the estimated period shown at checkout after the item has been completed and dispatched.

Delivery estimates are provided in good faith but are not guaranteed unless a guaranteed service has been expressly offered and selected.

Delays can occasionally occur because of severe weather, postal disruption, seasonal demand or other circumstances outside our immediate control.

European and International Delivery

ROUYER may deliver to selected European and international destinations. The countries currently available for delivery will be shown at checkout.

International delivery times will vary depending on the destination, delivery provider and any applicable customs procedures.

Customers ordering outside the United Kingdom should allow additional time for:

  • International transport
  • Customs clearance
  • Local delivery arrangements
  • Public holidays or seasonal postal delays

International delivery estimates are indicative and cannot guarantee a particular arrival date.

Customs Duties and Import Taxes

International orders may be subject to import VAT, customs duties, processing fees or other local charges when they arrive in the destination country.

Unless expressly stated otherwise at checkout:

  • These charges are not included in the product or shipping price.
  • The recipient is responsible for paying any applicable import charges.
  • ROUYER does not control or determine the amount charged.
  • Customs procedures may delay delivery.

Customers should check the applicable import requirements in their country before ordering.

ROUYER can only refund amounts paid directly to us. Import taxes, customs duties and handling charges paid directly to an authority, postal provider or delivery company cannot normally be refunded by ROUYER.

Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

Please check your:

  • Full name
  • House number or building name
  • Street address
  • Town or city
  • Postcode or ZIP code
  • Country
  • Contact telephone number and email address

If you notice an error after ordering, contact fosie@hotmail.fr immediately. We will try to correct the address if the order has not been dispatched, but changes cannot be guaranteed once it has entered the delivery network.

ROUYER is not responsible for delays caused by incomplete or incorrect address information supplied by the customer. Additional postage may be required if an order is returned and needs to be sent again.

Missed, Refused or Unclaimed Deliveries

Customers are responsible for monitoring tracking information and responding to any delivery attempt, collection notice or customs request.

If an order is returned because it was:

  • Not collected
  • Refused without prior agreement
  • Sent to an incorrect address supplied by the customer
  • Subject to unpaid customs or import charges

we will contact the customer when it is returned.

Additional delivery charges may apply if the customer asks for the parcel to be sent again. Any refund request will be considered in accordance with our Returns, Cancellations and Refund Policy and the customer’s applicable legal rights.

Delayed Orders

Please check the tracking information and allow the estimated delivery period to pass before reporting an order as delayed.

If your order has not arrived within the expected period, contact fosie@hotmail.fr with your name and order number. We will contact the delivery provider and investigate the delay.

Although delivery dates cannot always be guaranteed, nothing in this policy limits your legal rights where an order is not delivered within an agreed or legally required period.

Lost Orders

If a parcel appears to have been lost during delivery, please contact fosie@hotmail.fr.

We will investigate the matter with the delivery provider. Where an order is confirmed as lost, we will offer an appropriate replacement or refund in accordance with the customer’s legal rights.

Please do not submit a separate claim directly to the delivery provider unless we ask you to do so, as the original delivery contract will normally be held by ROUYER.

Damaged Deliveries

Please inspect your parcel when it arrives.

If the packaging or item has been damaged during delivery, contact fosie@hotmail.fr as soon as reasonably possible and provide:

  • Your name and order number
  • A description of the damage
  • Clear photographs of the item
  • Photographs of the outer packaging
  • Photographs of the shipping label
  • Photographs of any internal protective packaging

Please retain the item and all packaging until we have reviewed the issue and confirmed the next steps.

Where an item has been damaged during delivery, we will arrange an appropriate repair, replacement or refund in accordance with your legal rights.

Separate Parcels

Where an order contains several pieces, we may occasionally dispatch the items separately. If this happens, you will receive the relevant dispatch information for each parcel.

You will not be charged additional delivery costs where we choose to divide an order into separate parcels.

Packaging

Each ROUYER piece is carefully checked and packaged to protect it during delivery.

Please take care when opening the parcel and avoid using sharp objects close to the garment.

Where possible, packaging materials should be reused or recycled in accordance with local recycling arrangements.

Contact Us

For questions about production, shipping or delivery, please contact:

Email: fosie@hotmail.fr

Please include your name and order number so that we can assist you as quickly as possible.

Your Legal Rights

Nothing in this Shipping and Delivery Policy excludes or limits any consumer rights that cannot lawfully be excluded.