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  • Delays - orders may take up to 48 hours to be dispatched.

UPDATE: Orders are currently taking up to 4 days to dispatch due to Xmas order volumes and COVID restrictions. We are working 24/7 to get them out to you as soon as possible and we appreciate your patience. Unless extremely urgent, please do not contact us asking for an update on your order as we will not be able to speed up the process. If you absolutely cannot wait, you can can cancel your order from within your account. Again, we really appreciate your patience. 


How can we help you?

See our most frequently asked questions below or choose a category to find the help you need.

Top frequently asked questions

1. Where's my order?

You can check when your order was dispatched in the My Orders section of your account - we estimate 2 - 5 working days for it to arrive with you. However, we do face postal delays sometimes. If this does happen we have to wait 7 working days before the postal services will allow us to file a lost in post claim and issue you with a refund/replacement (stock dependent).

2. My item arrived damaged, what do I do?

We're sorry to hear your order didn't arrive with you in perfect condition. Please get in touch with us with an image of your damaged item via our Contact Us form so we can look into this for you.

3. Can I cancel my order?

We do aim to dispatch orders as soon as possible but if we catch it in time we will be able to cancel it for you. If your order is not already being picked then you can cancel it in your My Orders section of your account. Simply find the order in question and press the red 'Cancel' button. If we are able to cancel it for you we will of course issue you with a refund. If the order has already been dispatched then we will ask you to return it to us before we can issue a replacement or a refund.

4. Can I change the address on my order?

We do aim to dispatch orders as soon as possible but if we can catch your message in time we will be able to change the address on it for you. Please get in touch with us via our Contact Us form. Include the phrase "CHANGE OF ADDRESS" in the subject line and your order number in the message and if our customer service team get to your email before your order is dispatched your address will be updated for you. If the order has already been dispatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.

5. How can I return my item?

If your item is no longer needed or you are not 100% satisfied with the quality of your item, you have 60 days to return it back to us for a full refund. If you wish to return your item for other reasons such as, the item arrived damaged or faulty please explain the fault by getting in touch with our customer services team using the Contact Us form. From there we will be able to take the necessary steps to get your item back to us if necessary and have a replacement/refund issued.

6. How much is postage?

UK standard postage is £2.95 or free on all orders over £49! Our Next working day is £3.95 and our Premium Next delivery service is £5.95. Check out our Delivery page for more information. 

7. What are Roov Rewards?

Roov Rewards is our loyalty scheme to reward our customers! Each time you make a purchase at Roov.co.uk we give you 5% back in Roov Reward points which you can then use to create money-off vouchers for future purchases! You can even check to see how many Roov Reward points you will get on each product page! Have a look at our Roov Reward page for more information.

8. What if I no longer need my item?

We offer a 60 day Satisfaction Guarantee for all purchases on Roov.co.uk. This means if you no longer want you item or if you are 100% satisfied with the product, you can return it back to us within 60 days of purchase without any hassle and we will issue a refund to you!

My Order

1. Where's my order?

You can check when your order was dispatched in the My Orders section of your account. All UK orders are sent tracked, so you can use the tracking information for information - we estimate 2 - 5 working days for it to arrive with you if purchased with Standard UK postage. However, we do face postal delays sometimes. If this does happen we have to wait 7 working days before the postal services will allow us to file a lost in post claim if the order has not been received and issue you with a refund/replacement (stock dependent).

2. Can I cancel my order?

We do aim to dispatch orders as soon as possible but if we catch it in time we will be able to cancel it for you. If your order is not already being picked then you can cancel it in your My Orders section of your account. Simply find the order in question and press the red 'Cancel' button. If we are able to cancel it for you we will of course issue you with a refund. If the order has already been dispatched then we will ask you to return it to us before we can issue a replacement or a refund.

3. Can I change the address on my order?

We do aim to dispatch orders as soon as possible but if we can catch your message in time we will be able to change the address on it for you. Please get in touch with us via our Contact Us form. Include the phrase "CHANGE OF ADDRESS" in the subject line and your order number in the message and if our customer service team get to your email before your order is dispatched your address will be updated for you. If the order has already been dispatched then we will have to wait for it to be returned from the incorrect address before we can issue a replacement or a refund.

4. What are Roov Rewards?

Roov Rewards is our loyalty scheme to reward our customers! Each time you make a purchase at Roov.co.uk we give you 5% back in Roov Reward points which you can then use to create money-off vouchers for future purchases! You can even check to see how many Roov Reward points you will get on each product page! Have a look at our Roov Rewards page for more information.

5. What if I no longer need my item?

We offer a 60 day Satisfaction Guarantee for all purchases on Roov.co.uk. This means if you no longer want you item or if you are 100% satisfied with the product, you can return it back to us within 60 days of purchase without any hassle and we will issue a refund to you!

Stock

1. The item I want isn't in stock, what can I do?

If the item you are looking for is not in stock then please enter your email address into the ‘Back In Stock’ box provided on the product you would like and you will be notified by email when we have more stock in.

2. How do I Request an Item?

You can request something you'd like to see on site by visiting the Request an Item Page.

Delivery

1. My item arrived damaged, what do I do?

We're sorry to hear your order didn't arrive with you in perfect condition. Please get in touch with us with an image of your damaged item via our Contact Us form so we can look into this for you.

2. How much is postage?

UK standard postage is £2.95 or free on all orders over £49! Our Next working day is £3.95 and our Premium Next delivery service is £5.95. Check out our Delivery page for more information.

3. Do you have a tracking number for my order?

Yes, all orders within the UK are sent via various tracking methods depending on the service. UK Standard tracking is only updated on the item has been delivered and DPD you can use to watch the journey of your item until it's delivered. You can check when your order was dispatched in the My Orders section on your account.

4. Why has my item not been dispatched?

We try to dispatch all orders within 24 hours of receiving payment so if your item has not been dispatched it is likely that the payment hasn't gone through successfully. Please check the My Orders section in your account to make sure that you don't still have to make a payment.

Payment

1. What payment options are available?

We accept payment by most major debit/credit cards as well as via PayPal. Unfortunately, we do not accept cheques or cash payments.

2. I have been charged for my order twice, what can I do?

We're really sorry to hear this! If you paid by PayPal, please use the Contact Us form and send us both transaction IDs so we are able to look into this and refund the relevant transaction.

If you paid with Braintree you will have two transactions and more than likely one of the payments will have failed and one will have processed normally. With the failed payment transaction the money will have likely been taken out of your account or is being held by your bank. This payment should return to you within a couple of days but if it doesn't, get in contact with us and we will look into it further for you.

Still Have Questions?

1. Send us an email

You can email us via our contact form and one of our experienced customer support agents will be in touch with you as soon as possible.

2. Chat with us

If you need help urgently our live chat service is available 07:00 - 18:30 (UK Time) Monday - Friday (excluding bank holidays)

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Xbite LTD., Unit 1 Maison Court, Midland Way, Barlborough, Chesterfield, United Kingdom, S43 4GD | Company No. 6520821 | Vat No. 928 8279 70

Please note that this address is not for correspondence or product returns. If you would like to contact us, please use the form on the contact page.