Refund policy
Simple, stress-free returns, for your peace of mind.
We want you to love your Roake ritual, but if something isn’t quite right, our returns process is here to support you. Here’s how it works.
Our Policy at a Glance
Can I return my order?
Yes. We accept returns of unopened, unused products within 30 days of delivery. To be eligible for a return, items must be in their original packaging, unused and unopened.
Please note: Due to hygiene regulations, we cannot accept returns of opened or used products unless they are faulty.
How do I start a return?
Step 1: Request a Return
Simply email us at care@roakeskin.com with:
• Your order number
• The item(s) you’d like to return
• A brief reason for your return
Step 2: Await Authorisation
If your return is accepted, we’ll send you a confirmation email with:
• Return approval
• Return instructions
• Our return address
Step 3: Send Your Return
• Package your item securely in its original packaging
• Ship it to the provided address
• Hold onto your proof of postage
Step 4: Receive Your Refund
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at, care@roakeskin.com
*Shipping fees are non-refundable (unless the item was faulty)
* All returns must meet our criteria to be eligible for refund.
Damaged, Incorrect or Missing items
We’re so sorry, that’s not the Roake experience we want you to have. However, if there are any damages / missing / incorrect product placement, please do contact us within 2 days of receipt with your order number, full details of the issue, along with photographs of all packaging and contents, so we can put it right quickly.
Change of mind
UK orders
You may return unopened, unused items in their original condition within 30 days of delivery for a refund to your original payment method.
International orders
You may return unopened, unused items in their original condition within 30 days of delivery. Return postage and any import fees are paid by you. To keep things fair on shipping emissions and costs, we do not offer free international returns at this time.
To start a return, contact us first for authorisation and instructions. Returns without prior approval cannot be processed.
Exchanges
We don’t currently offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Non returnable items
For safety and hygiene, we cannot accept returns of items that have been opened, used or are not in their original packaging. Gift cards and promotional items are not refundable.
Return address
We will provide the return address and any required customs wording when we authorise your return. Please do not send items back without contacting us first.
Need Help?
We’re here to support your journey. Use the contact form on our website or email care@roakeskin.com at anytime and will respond as quickly as possible.