Orders Notice - FAQs
I haven't received a confirmation email?
Please allow a short time for your confirmation email to be received and check your junk/spam mail as it may appear there. It may be the case that your order has failed in which case a confirmation email would not have been sent. We would advise checking your recent bank transactions.
Can I amend my order?
We would advise that you check all information for accuracy before placing an order as we may not always be able to make changes to it. If you realise you have made a mistake regarding shipping details etc. please send us an email or message via Facebook with a caption of URGENT and we will try our best to resolve this before your order is dispatched but without guarantee
When will my order be dispatched?
We aim to dispatch orders within 24 hours. Please note we are closed on weekends and orders placed during busy seasons and bank holidays may take longer to dispatch.
How can I pay for my order?
We accept all credit/debit cards, payment via PayPal and payment via Klarna.
Where is my order?
If you have entered a valid email address and telephone number at checkout, you should receive delivery updates with your tracking number from Royal Mail. If you have not received this and would like to know your tracking number, please send us a message with your order number or full name and address then we can happily find this for you.
Why has my next working day delivery order arrived late?
Please note our cut off point for next working day delivery is 3 pm Monday to Friday and we are closed on weekends. Any orders placed after this time will not be dispatched until the following day.
Why has my order not arrived?
If your order has not arrived, please do the following:
Check your shipping details to make sure you input the correct shipping address, check to see if DPD or Royal Mail have left a note regarding your order and its location. Finally check your tracking details online.
If your order has still not been found, please contact us within 20 days of ordering and we will assist.
How do I find my order number?
If you have not been sent an email with your order number on (order confirmation and shipping confirmation email) Please send us an email or message via Social Media with your full name and address used on your order and we can find this for you
Do you offer next working day delivery?
Yes, we offer next working day delivery when placed before 3pm. Please note we are closed on weekends
Do you have free delivery
We offer free shipping on orders over £50 within the UK only.
How long does delivery take?
Our standard delivery takes 3/5 working days and we also offer next working delivery.
Do you ship worldwide?
Yes, we ship internationally.
Who will deliver my order?
Our parcels are delivered with Royal Mail, DHL or DPD, depending on the service.
What if I won't be in when my order is due to be delivered?
If you aren't in when delivery is attempted, Royal Mail will leave a card to let you know where your parcel is. It may be left with a neighbour or taken to your local sorting office where you can pick up your order or choose for it to be redelivered.
Why is the cut off point 3pm for Next Day Delivery?
Our DPD and Royal Mail couriers picks up from our warehouse at 4pm so we need at least an hour to pick, pack and ship your orders.
How do I return an item?
Our returns policy can be found here: https://roocou.com/pages/returns-policy
Do you offer exchanges?
We do not offer free exchanges. If you wish for an exchange our returns team can try their best to grant this, but it may not be possible if the item is not in stock. We would also need to send you an invoice via PayPal for £3.99 to cover the return postage to send out your new item. We would recommend purchasing the needed size online and returning the unwanted item for a refund to guarantee you get the desired style/size.
Do you offer free returns?
We, unfortunately, do not offer free returns. you can also send returns via your own method (we would always recommend a signed for/tracked service)
When will my refund be processed?
Normally our returns can take up to 21 working days from the date we receive the item back at our warehouse. However, due to COVID-19 we are currently working with Skeletal Staff, therefore are experiencing delays on both dispatch and returns. We apologise for any inconvenience caused and appreciate your patience during this time.
Why haven't I been sent a confirmation that my return has been received?
We, unfortunately, don't send confirmation emails when we receive returns at our warehouse as it is not always possible to identify them until they are opened. We can, however, track your return if you provide the tracking number to see if it has been received. You will, however, receive an email to confirm your refund has been processed.
How long do I have to return an item?
You can return an item for a refund within 14 days. Returns outside of this time may not be accepted.
My tracking shows you have received my return, why haven't I received a refund yet?
When we receive your return, it goes into a queue awaiting processing upon date received. If your tracking shows we have received your return, please be assured it will be refunded shortly. Please allow up to 14 days for your refund to be processed.
When will this item be restocked?
Popular items do sell out quickly at Roocou. If you would like more information on an item out of stock then email us from our contact page to email@example.com advising us of the item that you would like to be notified about should more stock of this item arrive. We also recommend following us on our social media accounts for up-to-date restock alerts.
What is the sizing like?
Each garment may have a different fit, so we add the sizing information within the products description in our store online
What discounts do you offer?
If you sign up to our mailing list you will receive a 15% discount on your first order with us, however this code is not to be used in conjunction with any sale promotions. Only one use per customer. Roocou have the right to refuse any sale for any reason and at any time.
Why haven't I received my sign-up email with my 15% off code?
Please check your spam/junk mail as often new subscription emails can appear there.
Why isn't my discount code working?
Please ensure you are entering the discount code exactly as shown paying notice to upper and lower-case letters as well as ensuring your mobile device does not auto correct the code. Also, please ensure that it is valid and that you have reached the minimum requirements. Most of our flash sale discounts are only valid for 24 hours, a minimum spend may apply.
Why can't I use Free Shipping when I am using a discount code
Unfortunately, free shipping is classed as a discount, so this cannot be used in conjunction with a discount code. However, the discount you receive is likely to be of higher value than free shipping.
How do I get in touch with customer service?
You can contact us via:
- Email - firstname.lastname@example.org
- Facebook – Roocou Limited
- Contact Us page
Do you have a shop?
Unfortunately, we are online only.
Why haven't I received a reply to a message I have sent?
Please note we are only open Monday through Friday, 8am to 4pm. Any messages sent after 4pm or over the weekend will be answered the next working day.
Why can't I place an order?
We are sorry to hear you are having difficulties trying to place an order. If you are having trouble using our website, please try to refresh the page or exit and reload the website. You may also want to try visiting our desktop site instead of mobile, and vice versa.
If you are having issues with payment, please ensure that you are entering your correct details and that your billing address matches the payment details. If you have further trouble, please contact us so we can assist you further.
Do you have any social media accounts?
You can reach us via social media at the following:
How do I use my store credit?
When visiting our website, we are able to offer store credit via means of a gift card registered to you.
When are you open?
Our office hours are Monday through Friday, 8am to 4pm. We are closed weekends and all UK public bank holidays