FAQ
Everything you need to know about ordering, delivery and returns. Can't find your answer? Email us at contact@rovenhall.com and we'll reply within 24 hours.
Orders & payment
What currency are your prices in? All prices are shown in pounds sterling (£). The price on the product page is the price you pay at checkout. No additional charges are added during checkout.
How do I know my order has been confirmed? When you place an order you make an offer to buy. Your order is accepted, and the contract formed, when we send you a dispatch confirmation email. If we can't accept it (for example, an item is unavailable or there's a pricing error), we'll let you know and refund anything already taken.
Can I change or cancel my order? You can cancel an order that hasn't yet been dispatched — just contact us as soon as possible at contact@rovenhall.com. Once an order is on its way, your right to return it is covered below.
Is checkout secure? Yes. Payments are processed securely through Shopify's protected checkout, and the payment methods we accept are shown at checkout.
Shipping & delivery
Where do you ship? We ship to addresses within the United Kingdom only. If your delivery address is outside the UK, the order can't be processed.
How long does delivery take?
Orders are prepared within 1–2 business days, Monday to Friday, and are delivered by UPS with a transit time of 4–8 business days — an estimated total delivery time of 5–10 business days. Our order cut-off is 18:00 (GMT/BST) on business days; orders placed after that, or at weekends and on UK public holidays, begin processing the next business day.
How much is delivery? Delivery is free on every UK order. Your order ships on a Delivered Duty Paid (DDP) basis, so the price at checkout is final — you won't be asked for any extra customs, import or handling charge on delivery.
How do I track my order? Once your order is dispatched, we email your UPS tracking number and a tracking link to the address on your account. If you haven't received tracking within 2 business days of ordering, email us at contact@rovenhall.com.
Can I change or cancel my order?
Contact us as soon as possible at contact@rovenhall.com or +447488813060 with your order number. As we dispatch within 1–2 business days, we can change or cancel your order only while it is still being prepared. Once it has been dispatched, you can use your 14-day return right instead.
My order is late, incomplete, or marked delivered but not received — what should I do? Email contact@rovenhall.com with your order number and we'll help:
- Delayed: if it hasn't arrived within the estimated window, we'll open an enquiry with UPS on your behalf.
- Incomplete: if an item is missing, we'll send it or refund it.
- Marked delivered but not received: contact us within 7 days and we'll investigate with the carrier.
Returns & refunds
Do you accept returns? Yes. You have 14 days from receiving your order to request a return, in line with the Consumer Contracts Regulations 2013. This applies across our whole catalogue.
What condition do items need to be in? For hygiene reasons, items must be returned unworn, unwashed and in their original condition, with all tags and original packaging.
How do I start a return? Email contact@rovenhall.com with your order number. Please wait for us to authorise the return and confirm the correct returns address first — don't send items to our registered office, as it's an administrative address only and not a returns address.
My item arrived damaged, faulty, or it's the wrong item. Email us within 14 days of delivery with your order number and a photo. We'll arrange a replacement or a full refund at no cost to you, including the cost of returning the item.
When will I get my refund? Once your return has been received and inspected, we issue your refund to the original payment method within 7–10 business days. The time for the funds to appear on your statement then depends on your bank.
What about my statutory rights? Nothing here affects your legal rights. Under the Consumer Rights Act 2015, the goods we supply are of satisfactory quality, fit for purpose and as described. We don't offer a separate commercial warranty, but that doesn't limit these statutory rights.
Products & sizing
Are your product colours accurate? We photograph and describe every item as accurately as we can, including materials, sizing and intended use. Colours may vary slightly depending on your screen.
How do I choose the right size? Sizing details are shown on each product page; email us if you're unsure
Do you make any performance or health claims? No. We describe our clothing plainly and don't make health, performance or certification claims.
About ROVENHALL
Who are you? ROVENHALL is a clothing brand for the UK market, focused on timeless, versatile pieces. The store is operated by Silavann-john LIM (SNL.CF), trading as ROVENHALL.
How can I contact you? Email contact@rovenhall.com and we'll reply within 24 hours during our service hours.