Not quite right? We’ll sort it out. Below are answers to the questions we get asked most. If yours isn’t here, email us at contact@rozilam.com and we’ll help directly.

How do I place a return or exchange?

Email contact@rozilam.com with your order number and which item you’d like to return or exchange. We’ll take it from there.

What’s your return window?

You have 30 days from the date you receive your order to request a return. This is more generous than the legal minimum, UK law entitles you to a 14-day cooling-off period on most online purchases under the Consumer Contracts Regulations 2013, and we extend that to a full 30 days.

Do I need a return label or slip?

Our packages don’t include a printed return slip. Email us and we’ll send you return instructions and an address to send the item back to.

How do I pack the item for return?

  • Pack the item securely in its original packaging where possible.
  • Include your order number inside the parcel or on a note.
  • Use a tracked shipping service so the return can be confirmed on arrival.

How long does a refund take once you receive it?

Once we’ve received and checked the returned item, refunds are issued to your original payment method and typically appear within 5 to 10 business days, depending on your bank or card provider.

What if I received the wrong item?

Email us at contact@rozilam.com with a photo of what arrived. We’ll cover the cost of getting the correct item to you or issue a full refund, your choice.

What if my item arrived faulty or damaged?

Contact us before sending anything back. Email contact@rozilam.com with your order number and a photo of the issue, and we’ll sort out a replacement or refund without asking you to cover return postage.

Are original shipping charges refunded?

Shipping charges are non-refundable, this applies to the outbound postage only. Return postage for faulty or incorrect items is on us.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015.