Returns + Exchanges

Refund Policy

Sale items
Items purchased during Early Access, Holidays or Black Friday, alternatively which are marked on sale are not eligible for return or refund.

Returns & Exchanges — Full Price Items
If you’re not completely satisfied, full-price itemsPlease email your return/exchange request to roum@roum.co and include:

1. Original order number
2. Your full name, email, and phone number
3. Reason for the return or exchange (attach photos if the item is damaged)

A member of our Customer Care team will reply within 1–2 business days. 
Damaged items
If you receive merchandise from us that is damaged, we offer a full refund or replacement within 7 days of receipt of your order. Please include clear photos of the damage when you submit your request so we can expedite the process.

Restocking fee
For other returns aside from damaged items within 7 days, we charge a 15% restocking fee. This policy helps us cover the costs of processing returns and handling unsellable items. The restocking fee will be deducted from the credited amount for approved returns that are not damaged.

Processing & Credits
Once we receive your request, please allow 3–5 business days for inspection and processing before your store credit or exchange is issued. Approved returns will be credited for the purchase price less any applicable restocking fee. Shipping charges are non-refundable, unless the return is due to our error (e.g., wrong or defective item sent).

Shipping & Liability
We are not responsible for lost, stolen, or missing packages during return transit. We recommend using a trackable shipping method and keeping your shipment receipt until your return is processed.

Cancellations
Because Roum is a small New York atelier with made-to-order production (14k gold pieces are crafted to schedule), orders cannot be cancelled once accepted and put into production. If you need assistance after placing an order, please contact Customer Care and we will do our best to help.