Refund policy
Last updated: 7 October 2026
Every Roberta piece is designed and made by hand, and I want you to love yours. If something isn't right, here's how returns and refunds work.
Changed your mind? You have 14 days
If you live in the UK, you have the right to cancel your order within 14 days of the day you receive it, without giving any reason.
To cancel, email me at info@roberta-gobobbylondon.com with your order number and the item(s) you'd like to return. A simple message is enough.
Once you've told me, please send the item(s) back within 14 days. To be accepted, returned items must be:
- unused and unworn, in the same condition you received them;
- returned with their original packaging, where possible.
Return postage is paid by you. I recommend a tracked service, as I can't be responsible for parcels lost on the way back to me.
You can choose to send the item(s) back to:
Roberta, 14 Canonbie Road, London SE23 3AP, United Kingdom
Your refund
I'll refund you within 14 days of receiving the item(s) back (or of receiving proof that you've sent them, if earlier). Refunds go to your original payment method.
If you return your whole order, I'll also refund the standard delivery cost you paid. If you chose a faster or premium delivery option, I'll refund only the cost of standard delivery.
If an item comes back used, worn or damaged, I may reduce the refund to reflect the loss in value.
Faulty, damaged or wrong item
Handmade pieces are checked carefully before they leave, but if your item arrives faulty or damaged, or it isn't what you ordered, please email me within 30 days of delivery with your order number and a photo. I'll offer a repair, a replacement or a full refund, including delivery costs, and I'll cover the cost of sending it back.
This doesn't affect your statutory rights under the Consumer Rights Act 2015.
What can't be returned
- Custom or personalised pieces made to your own specifications, unless they are faulty.
- Gift cards.
Exchanges
The quickest way to swap a piece is to return it for a refund and place a new order for the one you'd like.
Orders from the EU and Switzerland
If you live in the EU or Switzerland, the same 14-day right to cancel applies: just email me within 14 days of receiving your order and send the item(s) back within 14 days after that.
- Return postage is paid by you. Please use a tracked service and mark the parcel as a return of goods on the customs form.
- I'll refund the price of the item(s) and the standard delivery cost, as described above.
- EU orders: the import VAT and any customs duty you paid at checkout are part of your order total, so they're refunded together with the item(s).
- Swiss orders: import VAT, duties and clearance fees you paid on delivery are charged by Switzerland and the carrier, not by me, so I can't refund them. You may be able to reclaim them from the carrier or the Swiss customs authority.
If an item arrives faulty or damaged, I'll cover the return cost, wherever you are.
Questions
Email info@roberta-gobobbylondon.com and I'll get back to you as soon as I can.