A return must be initiated for all full price purchases within 28 days of purchase. If you have missed the 28 day return cut-off period you'll only be eligible for a gift card to be redeemed online for future purchases.

If you wish to return a sale purchase you must initiate your return within 14 days of purchase. 

Please allow 14 working days before contacting us about your return, as it may take this time for it to reach us and be processed.

• Items must be unworn and unwashed and returned in the same condition as received with labels and tags intact otherwise your return will not be processed and garments returned to you.

Please try on the clothes with caution, as we will not accept clothes that have acquired a scent of perfume and/or has signs of transfer of makeup, deodorant or other stains. All items will be checked before a refund is approved.

We've gone paperless! So to return an item please follow these steps:

1. Head over to our Portal and enter your Order Number along with the Email Address used to place the order - you will need to select every product you wish return and give a reason before you're able to continue.
2. You can choose to receive a refund to your original payment method, exchange your item for a different size or a different product (with 10% extra added to your exchange), or opt for store credit, including 7% extra to use on a future purchase. If you choose any other method than a refund, it cannot be changed or switched to your original method of payment and cannot be exchanged for cash. 
3. You will then receive an email with your unique QR code.
4. Please package your return in the original packaging & take the parcel to your nearest Post Office, DPD or InPost drop off point (depending on the method you choose). If you are returning products from multiple orders please raise a separate return for each order and ensure you keep the orders separate in their original packaging. Do not bundle multiple orders together in the same packaging with one QR code.  
5. Show your QR code at the Post Office or scan it at a drop-off point. Depending on the service, a returns label may be printed for you or generated digitally.
6. Hand the package over to the Post Office or store assistant. 

* If you choose to exchange for store credit, you will be emailed a virtual Ro&Zo gift card that retains value. This means that you can use it as many times as you like until the balance reaches 0.

Items purchased in our John Lewis concessions or on the John Lewis website can only be returned to John Lewis. The same rule applies to purchases from M&S, Selfridges and Next.com.

Similarly, items purchased on our website can only be returned to us via our website.

From 04/08/25 UK & NI Returns will Cost £2.95*

*Orders placed before this date will not be charged.

This £2.95 contribution will reduce the impact of returns on our business, both financially and environmentally, so that we can continue to be able to offer you the highest-quality product at a price point that works for you.

As always, we are working hard to perfect the quality and fit of each and every Ro&Zo piece, as well as adding more petite styles than ever to our product offering, in order to help you find the perfect fit the first time round.

Yes, you can. Please note, sale purchases must be returned to us within 14 days.

Please contact customer services using the form below and they will be able to issue you a new one or offer an alternate return method.

Items purchased with a Ro&Zo gift card can be exchanged for another item or for credit back to the original gift card. Gift cards may not be exchanged for cash.

Yes. You may exchange your order for any other item available on our website, subject to stock availability.

Exchanges can be made via our 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.

We process returns as quickly as we can, but it can sometimes take a while between posting back the returned item(s) and receiving the refund. Please allow 14 working days before contacting us about your return, as it may take this time for it to reach us and the refund to be processed.

You can track your returned parcel to see that it has arrived safely at our warehouse using the link in your return email. You will then receive an email from us as soon as the refund has been processed.

• Please note returns may take up to 14 working days for your refund notification to arrive.
• Please note we cannot accept responsibility for goods lost in transit so please obtain proof of postage.
• Items must be unworn and unwashed and returned in the same condition as received with labels and tags intact otherwise your return will not be processed and garments returned to you.

Please try on the clothes with caution, as we will not accept clothes that have acquired a scent of perfume and/or have signs of the transfer of makeup, deodorant or other stains. All items will be checked before a refund is approved.

If you believe your item is faulty, please use our returns portal to register the faulty return. 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.

Your rights depend on how long you've had the item:

• Within 30 days of delivery/purchase - if the product isn't of satisfactory quality, fit for purpose or as described, you're entitled to a full refund.
  
• Between 30 days and 6 months - if the item is faulty, you're entitled to a repair or replacement. Where that isn't possible, or doesn't resolve the fault, we'll offer a full refund.
  
• Between 6 and 12 months - if you can show the fault was present at the point of delivery/purchase, similar rights apply; where repair or replacement doesn't resolve the fault, we may offer a refund to a Ro&Zo gift card at our discretion, or make a deduction for fair use where the item has been used for some time.
  

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.

For any returns over 30 days please contact customercare@roandzo.com

No. Please ensure each returned order is raised separately via our portal as the QR code that generates the return label is only relevant to that order.