Frequently Asked Questions

Orders

Unfortunately, orders are processed instantly, so we're unable to amend delivery details, products, sizes or quantities once an order has been placed. Please check all details carefully before completing your purchase.

Once your order has been placed, you'll receive an order confirmation email. You'll receive a second email when your order has been dispatched.

We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay and PayPal.

Please check your junk or spam folder first. If you still can't find it, contact our Customer Care team and we'll be happy to help.

Delivery

UK Standard Delivery

  • Free on orders over £100
  • £3.95 on orders under £100
  • Delivered within 2–5 working days

UK Next Day Delivery

  • £6.95
  • Order by 4pm
  • Available Monday–Friday via DPD and Monday–Saturday via Royal Mail

Click & Collect

  • £4.95
  • Order by 4pm
  • Delivered within 1 working day to your selected collection point.

Yes. We ship worldwide through our international delivery partner Global-E. Customers can shop in their local currency and any applicable duties and taxes are displayed at checkout.

Any applicable duties and taxes are clearly shown at checkout, so there should be no unexpected charges upon delivery.

Once your order has been dispatched, you'll receive an email containing your tracking information.

Please check your tracking information first. If your delivery is significantly delayed, contact our Customer Care team for assistance.

Returns & Exchanges

Full-price items can be returned within 28 days of purchase.

Sale items must be returned within 14 days of purchase.

Items must be unworn, unwashed, with tags attached and returned in their original condition. We cannot accept items with signs of wear, perfume, makeup, deodorant or other stains.

UK and Northern Ireland returns incur a £2.95 return fee.

For international returns return shipping costs will be deducted from the refund total. Please read more information here.

  1. Start your UK return here and your international return here.
  2. Enter your order number and email address.
  3. Select the items you'd like to return and choose a return reason.
  4. Choose your preferred return option.
  5. Download or receive your QR code.
  6. Drop your parcel off at your chosen return location.

Yes. You can exchange for:

  • A different size
  • Another product (subject to availability)

Exchanges are available through the Returns Portal.

Instant exchange: we place a temporary hold on your card for the value of the new item and send it out straight away. The hold is released once we receive your original item back.

Standard exchange: no hold on your card, but we can't guarantee the item you want will still be in stock by the time your original item reaches us.

Yes. Sale items can be returned within 14 days.

Please allow up to 14 working days for your return to be received and processed. You'll receive an email once your refund has been completed.

No. Each order must be processed separately through the returns portal and returned using its own QR code and label.

Refunds for purchases made using a Ro&Zo gift card will be credited back to the original gift card balance or offered as an exchange. Gift cards cannot be redeemed for cash.

International Orders

International returns are handled through the Global-E Returns Portal. Return labels are generated online and return shipping costs will be deducted from the refund amount.

The same returns policy applies:

  • Full-price items: 28 days
  • Sale items: 14 days

No. Duties and taxes paid on international orders are non-refundable.

Product & Sizing

Please refer to our Size Guide available on each product page. If you're between sizes, we recommend reviewing the product description and fit notes for style-specific guidance.

For specific petite fit information, please visit here.

Yes. We continue to expand our petite range to help customers find the perfect fit.

For our petite style please visit our petite collection.

You can sign up to receive notification if the item that is currently out of stock gets restocked later on.

Faults & Issues

Please start your return here for UK returns and for international returns here.

Choose your return reason and follow the instructions of the portal to upload a photo of the faulty item to get your free shipping label.

We take great care to ensure every order leaves us in excellent condition, but if your item arrives damaged or you believe there is a genuine manufacturing fault, we'll be happy to help.

All items returned as faulty will be carefully assessed by our Garment Technician. If, following inspection, the issue is found to be the result of normal wear and tear rather than a manufacturing fault, the item will not be considered faulty and will be returned to you.

We can offer a full refund for faulty items purchased within 6 months of the original purchase date. For items purchased between 6 and 12 months ago, we may offer a refund to a Ro&Zo gift card at our discretion.

To help keep your garments in perfect condition, we recommend taking extra care when trying them on. Avoid transferring makeup or cosmetics onto the fabric by wearing a protective scarf where possible, and remove jewellery before trying on your items. We also recommend allowing deodorant and fragrance to dry before dressing.

Examples of wear and tear include garments that have become soiled, marked or stained, retain perfume odours, have developed pulls, snags or bobbling through use, or have been damaged due to incorrect washing or care.

Please start your return here for UK returns and for international returns here.

Follow te he instructions in the portal to receive a correct product.

If you have any questions, please contact our customer care team.

Please contact Customer Care and we'll arrange a replacement QR code or alternative return method.