Dispatch and Shipping

We endeavor to ensure that your order is delivered to you promptly via UPS or DHL courier. We aim to dispatch within 1-2 working days of you placing your order, however, there might be slight delays during busier periods. We are not responsible for any delays caused by customs clearance.

The in-stock products are shipped from Milan, Italy.

The pre-order products are shipped from São Paulo, Brazil, and it takes up to 60 days to be produced and dispatched.

For UK & EU orders, we estimate delivery within 3-7 working days of your order being placed. For USA and Asia, around 10-15 working days. Orders are shipped via UPS or DHL courier, so we will need the full recipient’s name, address and contact phone number.

Customs and Duties

We currently ship all orders DDU (Delivery Duties Unpaid). Customs duties and taxes shall be invoiced once the item has cleared customs, either prior to or after delivery dependent on your location and you will be invoiced via the courier service. The customers are liable for all local charges. Customers outside of the EU who return their orders for a refund are responsible for retrieving the local charges.

Refunds and Returns

We want to ensure the customer’s complete satisfaction. For online purchases of in-stock items, we will accept Items not worn, used or damaged for a full refund as set out below. While we hope that the customer is delighted with their order, if they are not perfectly satisfied with the goods we will happily offer a full refund or exchange.

In order to receive a refund or exchange, the item(s) must be unworn and in perfect condition, with all labels attached and in the original packaging. On confirmation of receipt of the item we will issue a full refund, or exchange the item for a different size / colour if preferred and available. Please note:

  • The customer must notify us of their intentions to return the Item within 48 hours of delivery.

  • Items must be returned within 14 days of the date of the return request. Returns outside these timeframes will not be accepted.

  • The item is the customer’s responsibility until it reaches ROOM. For the customer’s own protection, we recommend that the customer sends the parcel using a delivery service that insures the value of the goods.

  • The cost of returning the item is the customer’s responsibility. All successfully returned items will be credited to the account used to originally purchase the items, less any taxes, import duties or shipping charges incurred. International customs duties and sales taxes are not refunded for any shipments. This process can take up to 30 days. With exchanges, the customer’s new item(s) will be shipped to them as soon as the designer receives its returning package and any additional payment which is required.

  • For international returns, please ensure parcels are marked as ‘Returned Goods’ in order to avoid customs charges and VAT when goods are returned.

  • The shoes must be tried on a carpeted surface until the customer is certain they are keeping them. Shoes should be returned unmarked and in their original, undamaged shoebox as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.

  • Please be aware that PRE ORDER items are not eligible for a return. Those items are bespoke and we only start production after an order has been placed. If the item is defective, the customer shall contact us within 5 days to communicate the fault. International customs duties and sales taxes are not refunded for any shipments.