Refund policy
We operate a 14-day returns policy, meaning you have 14 days from the date you receive your item to request a return.
Eligibility for Returns
To be eligible for a return, items must be:
- In the same condition as received
- Unused and unworn
- With all original tags attached
- In original packaging
- Accompanied by proof of purchase (receipt or order confirmation)
How to Start a Return
To initiate a return, please contact us at sales@thefifthroom.co.uk. If your return request is approved, we will provide clear instructions on how and where to send your item.
Returns sent without prior approval will not be accepted. Return address details will be provided once your return request has been authorised.
For any questions relating to returns, you can contact us at sales@thefifthroom.co.uk.
Return Postage
As we offer free delivery on all orders, we are unable to cover the cost of return shipping for change-of-mind returns or unwanted items. In these cases, return postage costs are the responsibility of the customer.
Return postage will only be covered by us where an item is confirmed to be defective, damaged, or incorrectly sent.
Items must be returned in the same condition as they were received. It is the customer's responsibility to ensure goods are adequately packaged for return transit. If an item is damaged in return transit due to inadequate packaging or handling by the customer's chosen courier, we reserve the right to refuse a refund or deduct an amount reflecting the diminished value of the item. In such cases, any claim for transit damage must be pursued directly with the courier used for the return.
We recommend using a tracked and insured shipping service for your return, as we cannot accept responsibility for items lost or damaged in transit.
Damaged or Incorrect Items
Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us immediately at sales@thefifthroom.co.uk so we can assess the issue and resolve it promptly. In such cases, we will arrange or reimburse return postage.
Exceptions & Non-Returnable Items
Certain items are not eligible for return, including:
- Custom or made-to-order products
- Personalised items
- Perishable goods (e.g. food, plants, flowers)
- Personal care items
- Hazardous materials, flammable liquids, or gases
Sale items and gift cards are non-refundable. If you are unsure whether your item qualifies for return, please contact sales@thefifthroom.co.uk before purchasing.
Exchanges
The fastest way to receive a replacement item is to return the original item following the returns process, then place a new order once the return is approved.
European Union – 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, without providing a reason. Returned items must meet the same eligibility conditions outlined above and include proof of purchase. Please note that for EU cooling-off period returns where no fault lies with the goods, return postage costs remain the responsibility of the customer.
Refunds
Once we receive and inspect your return, we will notify you of the approval status. If approved, refunds will be issued to your original payment method and processed within 10 business days. Please note that banks and card providers may take additional time to post the refund.
If more than 15 business days have passed since your return was approved, please contact sales@thefifthroom.co.uk.