The products available from the Roberto online store are direct from the brand and manufactured to a high standard. If goods purchased are to be returned, Roberto will exchange or refund any order providing:
1. You have a valid reason for return
2. The product is returned in a saleable condition.
3. All tags are still attached and the item is placed back in original wrapping.
4. Your goods are returned to Terraces within 14 days of you receiving the goods
5. If the goods are not received back within the 14 day period, we will issue a credit on account for any goods received 14 days after the initial 14 day returns period has ended.(28 days after receiving the goods).
If you have any return problems please click here to email us stating your invoice number, contact details and returns query and we will be happy to help.
Any costs incurred in returning products are the responsibility of the customer. We cannot accept responsibility for returned products whilst in transit and we advise that all items are returned using a trackable and recorded service, we advise royal mail first class recorded.(If you do not use a recorded service and the goods do not arrive it is your responsibility to claim off your postage provider and not our responsibility to refund).
If an item is faulty please email firstname.lastname@example.org for a returns label to be sent or emailed to you. If you return a faulty item not using our returns service you will not be refunded for your postage costs. If we receive a faulty item back that is not a manufacturers fault you will be charged for the postage costs incurred for returning the parcel using the faulty returns service we offer. These terms and conditions do not affect your statutory rights as a consumer.
A product that is returned where postage was charged then you will be refunded only for the product and not the postage. If you select the free delivery service and a refund is required if you send the item back within 7 days of you receiving your item you will be refunded in full (part refunds on free deliveries are different).
If the return arrives later than 7 days when the order was received then you will be refunded less the postage charge of £2.99, (eg if the top returned is £50 you will be refunded £47.01).
When returning part of an order if your order value falls below the £50 free delivery threshold then you will be refunded less the postage charge of £2.99 which would have been originally applicable to your order, if your part order return is above the £50 free delivery threshold your free delivery stands.
How long do refunds take to show in your bank account?
When we receive your parcel back please allow 2/3 days for us to process the return. Any returns received on a Saturday will not be processed until Monday/Tuesday. You will receive a refund confirmation email when your product has been refunded. The refund can take up to 4/5 WORKING DAYS to show up in your bank/PayPal. If after 7 working days your refund is not showing in your account please contact us.
To make the exchange process quicker you can include a cheque or cash payment for the re delivery charge, if not we can contact you upon processing the exchange for the payment.
Consumer Contracts Regulations
Under the United Kingdom’s Consumer Contracts Regulations, you have the right to cancel your order up to 14 days after order receipt date, as long as the items are in their original condition, with all tickets and tags attached.