Last updated: 17 July 2024
Please note: Next day delivery means the next working day. No deliveries are dispatched on weekends (Saturday and Sunday) or public/bank holidays.
You should receive a confirmation of dispatch by email with a tracking number if a valid email address is provided when you order. The tracking will either be for Royal Mail or Parcelforce. Note that we will use the most cost efficient shipping service to UK addresses considered either offshore ( including Northern Ireland, Jersey, Isle of Man or any other island), highlands & islands, and some other UK areas. If necessary, we reserve the right to use alternative delivery methods without prior notification. If in the rare event you have not received your order within 5 working days please check the tracking information and if unable to resolve with Royal Mail or Parcelforce please contact us immediately, it is the customer ’s responsibility to report lost items to us within 7 days of notified dispatch. In the rare event where orders are not received within the expected timeframe, we need to follow the process with our service providers to locate and get your parcel to you which can take up to 5 working days.
Customers are obliged to comply with either Royal Mail’s/Parcelforce claim compensation process and/or the Rooted in Harmony’s process. Failure to comply with these processes will result in no refund being issued. Rooted in Harmony is not liable for any delay in the delivering of purchases, or the performance of the delivery service, however caused. If you change address, you are responsible for updating your address details in your account. You can update your address details by logging in to your account. You will be liable for any orders posted to the wrong location if you have not updated your address. We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident.
If you would like to return a product, please email us at [email protected] giving as much detail as possible on why you would like to return the item. If an order is returned to us as ‘return to sender/undelivered’ the postage cost to reship will be the customers responsibility. A link will be supplied for payment. Once the original shipment is returned to us, we can send it out again and hopefully it will mak it!
We will not be liable for any delay in the delivery of your order whatsoever including but not limited to force majeure events. These are circumstances beyond our reasonable control. If you have any queries or concerns regarding your order, please do not hesitate to contact us and we will do our best to help.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
Once your return is recieved and inspected, we will send you an email to notify you that we have recieved your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Please note only regular priced items may be refunded. Sale items cannot be refunded
We only replace items if they are defective or damaged. If you need to exchange an item, please send us an email at [email protected] explaining the reason for the exchange.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
When you email us to start a return, we will provide you with the address to return your item.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at [email protected] for questions related to refunds and returns.
