Legal
Delivery & returns
This policy is being finalised
Collection from either branch is available now and is described in full below. Delivery charges and timescales, and our own returns procedure, are being finalised by the business and will be published here once approved.
In the meantime, please contact us or call 020 7437 4989 and we will confirm anything you need to know before you buy.
Collection
Collection is available from both branches and is free. It is usually the fastest way to get an order, particularly if you are working nearby.
How it works
- Choose Collect in store at checkout and pick your branch.
- We put the order together and email you when it is ready. Please wait for that email before travelling — we cannot guarantee an order is ready before it.
- Come to the counter with your order number. It begins RM- and is on your confirmation email.
Where to come
Someone else collecting
That is fine — they just need the order number. If you would rather we only released it to you, say so when you order and we will note it.
How long we hold it
We will hold your order for you and will not put it back on the shelf without contacting you first. If you are going to be a while, let us know.
Delivery
Delivery is not currently available to select at checkout while pricing is being finalised. Rather than quote a rate we have not confirmed, we have switched the option off.
If you need something delivered, contact us with the products and the delivery postcode and we will quote you directly. Collection from either branch is available in the meantime.
Delivery charges, areas and timescales will be published here once the business has set them.
Risk in the goods passes to you when you or someone you have nominated takes possession of them.
Checking your order
Please check your order when you receive or collect it. Count the items against your confirmation and check that sizes and finishes are what you expected — particularly with ironmongery, where a 6mm difference matters.
If something is missing, damaged or not what you ordered, tell us as soon as you can and quote your order number. The sooner we know, the easier it is to put right.
Returns
Your statutory rights
If you are a consumer who bought online, you generally have the right to cancel within 14 days of receiving the goods, and a further 14 days to send them back, under the Consumer Contracts Regulations 2013. Some goods are excluded by those regulations, including items made or cut to your specification. These rights apply regardless of anything else on this page.
Our own procedure
Romanys’ returns procedure — how to start a return, who pays return carriage, how long refunds take, whether unopened items can be returned outside the statutory period, and how trade purchases are handled — is being confirmed by the business and will be published here.
Until it is, please contact us with your order number and tell us what you need. We will deal with it properly, and we will not use the absence of a published procedure as a reason to refuse a reasonable request.
Faulty goods
If something is faulty, not as described or not fit for the purpose you told us about, the Consumer Rights Act 2015 gives you the right to a repair, a replacement or a refund depending on the circumstances and how long you have had it.
Contact us with your order number and, if you can, a photograph of the problem. For power tools, tell us what it was being used for and what happened — it is usually the quickest route to the right answer, and it is what the manufacturer will ask us.
Bringing a faulty item into either branch is often fastest of all. See our stores.
Getting help
Whatever it is about, have your order number to hand and we will sort it out.
See also our frequently asked questions and terms and conditions.
Questions about this policy
Write to Romanys Ltd, 51 Brewer Street, Soho, London W1F 9UQ, or email sales@romanys.uk.com.