Refund Policy

Our policy lasts 14 days. If 14 days have gone by since your item was delivered, unfortunately we can not offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Some goods are exempt from being returned. These include personalised gifts and personalised items due to the bespoke nature of the item (s).

To return your item within 14 days to us please package your items up and send back to us at: Remy and Roo, Unit 14, Coronation Road, Kings Lynn, Norfolk, PE34 4BL. We will process you a full refund for the items purchase however at this time we are unable to reimburse for the return delivery cost (unless item(s) are broken, damaged or faulty where a FREE return label will be provided in this instance). 

Should you a place an order and wish to cancel within a reasonable amount of time (normally within 24 hours) and before item is shipped please email us at: We will then process your refund (including postage) to your original method of payment within 48 hours. (This may be slightly longer should the return fall on a Public Bank Holiday).

If however you receive a product which is: damaged, faulty or poor quality please email us at with further information and pictures (if possible).

If it is deemed that the product is below standard or damaged in transit, we will email you with a prepaid return slip to affix to the parcel for return. Please ensure all items are returned in original packaging with any labels still intact.

Please do not send your purchase back to the manufacturer.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error will be reviewed for refund however in this instance not guaranteed.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. (Normally within 48 hours of receipt of returned goods).

Your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (Normally within 2-3 working days excluding exceptions such as Public Holidays).

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

To return your product, you should mail your product to: Remy and Roo, Unit 14 Coronation Road, Kings Lynn, PE344BL, United Kingdom