delivery & returns

Delivery Information

All our orders are dispatched via Royal Mail from our store. We aim to process all orders as quickly as possible.

UK Delivery

Please note: some delays are expected due to unprecedented volumes of online orders for couriers to deal with. 

FREE UK standard delivery on orders over £50

You should receive your order within 3 to 5 working days. 

Standard Delivery is £4.50 for orders under £50
Orders are sent via Royal Mail's Tracked 48 Service. A signature is not required. Please allow 3 to 5 working days for delivery.  
   
Next Day Delivery is £7.50 - Royal Mail
This service is only available for orders placed on Monday - Thursday. Orders need to be placed by 3pm. Next day delivery is not available on a Saturday. Please note: any orders placed on a weekend that have selected this delivery method, will be processed as a Next Day order on the following Monday, with delivery scheduled for the Tuesday. As this is a Royal Mail tracked service, a signature is required on delivery of the parcel.   

Overseas Delivery

Orders to Europe are charged £7.50 for postage. 
Orders to Europe over £150 are FREE 
Orders to the Rest of the World are £14.50

Please allow 5 – 7 working days for delivery to Europe and 10 – 12 working days to the rest of the world.

Roo's Beach will not be responsible for any import duties / local taxes payable or delivery delays

Please note the following items may not be shipped internationally:
Nail Varnish or polish over 30ml
Perfumes and aftershaves

Pick Up In Store

You can choose to collect your online order in store for FREE, 7 days per week. All Click and Collect orders will be available to collect from our Porth store at Alexandra Road, Porth, Newquay, TR7 3NB.

When collecting, please bring along your order details, including the order number.

Returns & Exchanges

We love all the products we sell, but if you find your order isn't quite right, don't worry, you can return or exchange. Please note however, we do not accept returns or exchanges on the following items, unless faulty:

• Nail varnish
• Perfume
• Earrings
• Underwear: thongs or briefs

Returns Process - Full priced items

To return an item(s) from this order, head to our ONLINE RETURNS PORTAL at:

https://roosbeach.co.uk/returns-portal 


Enter your order number and email address used.

The portal will allow you to process a return, assuming the item is eligible for return and it is being returned within a 14 day time period (or 7 days for sale / pick up in store items).

Once you have completed the online form, you will receive an email with instructions on how to send the items back to us. Please note: it is your responsibility to package the items appropriately for return. Any orders damaged in transit back to us will not be refunded.

All items should be returned as new, in their original packaging with all tags and labels attached, including the Roo’s Beach Returns Tag. We recommend using a tracked delivery service for the return.

When we've received your goods we will review the items and if approved for return, your order will be refunded to your original method of payment within 5-10 working days.

For full priced items, you will need to request your return through our returns portal within 14 days of receiving the item. Once the return request has been made you will need to send it to us within 3 business days in order to be eligible for a full refund.

No other returns outside of these time frames will be accepted.

Returns Process - Sale items

Please follow the process above, however for sale items, you will need to request your return through our returns portal within 7 days of receiving the item. Once the return request has been made, you will need to send it to us within 3 business days in order to be eligible for a full refund.

Returns Process - Click & Collect/pick up in store items

All "pick up in store" purchases need to be collected and returned within a 7 day period to qualify for a full refund. No other returns outside of this time will be accepted.


Exchange Process

We aren't able to reserve stock for exchanges. If you wish to exchange an item, we recommend ordering your required size, then returning the incorrect size, via the returns process above.
Please return the item in its original packaging with all relevant tags still attached, within 14 days of receipt of goods.


Order Cancellation

Please note, that an order can not be cancelled once it has been placed. Please follow the returns process outlined above to receive a refund ensuring the unwanted items are returned within 14 working days or 7 working days for Sale items.   
Please call the Porth store on 01637 873991 if you have any further questions regarding the returns or exchange process. 

Discount Codes

If you forget to enter a valid discount code at the checkout, we are unable to refund you the difference after processing an order. 

In Store Exchange Process

Items bought in store are not eligible for refund unless faulty. If you decide an item is not right after you have purchased in store, we will be happy to exchange the item, or provide you with a store credit for the item’s value within 14 days of purchase for full priced items, or within 7 days of purchase for sale items. No other returns outside of these time frames will be accepted.
You will need to bring these items back into store to process a return. All items should be returned as new, in their original packaging with all tags and labels attached. Our team will review the product before carrying out any return. 

Faulty Goods

We work hard to ensure we source and develop products of the highest standards, however sometimes the odd thing slips through the net.

If you find that your order is faulty or damaged in any way, just give us a call and we'll sort it out as quickly as possible.

 

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