Refund policy

1. Return window

You have 14 days from the date you receive your order to return it for any reason, no questions asked.

To start a return, email us at hello@rootandstill.com with your order number and the items you wish to return. Once notified, you have a further 14 days to send the items back to us.

Items must be returned unused, in their original condition and packaging. Return postage for change-of-mind returns is at your cost. We recommend using a tracked service.

Your refund will be processed within 14 days of us receiving your return, paid back to your original payment method.

2. Faulty, damaged, or incorrect items

If your item arrives damaged, faulty, or is not what you ordered, please contact us at hello@rootandstill.com with your order number, a description of the issue, and photos where possible.

If you contact us within 30 days of delivery, we will issue a full refund to your original payment method.

We cover return postage for all faulty or incorrect items. We will either provide a prepaid returns label or arrange a collection.

3. Refunds

Refunds are issued to your original payment method within 14 days of receiving your return. We only issue store credit if you specifically request it.

If your order was faulty, incorrect, or never arrived, your original delivery charge is also refunded in full. For change-of-mind returns, the original delivery charge is non-refundable.

4. Non-delivery

If your order hasn't arrived by the estimated delivery date, please allow 3 working days and then get in touch. If your order is confirmed lost, we will send a replacement or issue a full refund — whichever you prefer.

5. Starting a return

Please contact us before sending anything back so we can provide the correct return address and instructions.

Email: hello@rootandstill.com

Contact form: https://rootandstill.com/pages/contact

We aim to respond within 1 business day.

6. Exclusions

The following items cannot be returned under the change-of-mind policy: