Refund policy

Cancellations

We hope that you are happy with your order, but we understand that you may change your mind and we are here to assist.

Please note cancellation requests are time sensitive and therefore not guaranteed.

Our fulfilment team aim to pick, pack and dispatch your order as soon as possible. To request a cancellation, please submit your request via email to customer-services@rojalondon.com with your order number and reasons for the cancellation within 10mins of placing your order.

Once we receive your request we will do our best to process the cancellation. However if the order has left our facilities this cancellation will then be treated as a return.

Returns

If for any reason you are not satisfied with your order, we are happy to offer an exchange, refund or replacement as long as the following terms are met.

Please note the return cost is not covered by ROJA.

Terms to qualify for a Return:

All return requests must be made within 30 days from the date of delivery. 

The items need to be: unused, still sealed and in it's original packaging. The order should include any related gift with purchase, samples and promotional products.

We only accept returns made directly from: www.rojalondon.com 

Returns Process:

To arrange your return, please email customer-services@rojalondon.com stating:

1. Order number
2. The items you are returning
3. The reason why

For UK returns:

Please only ship the items to the following address after contacting the ROJA London Team directly.

Ensure your order number is quoted on address line 2:

ROJA RETURNS, #(Order No.), BDM Logistics,16 Armada Way, Beckton, E6 7AB

Once dispatched please e-mail over tracking details to customer-services@rojalondon.com

For orders placed outside UK:

Customer services will confirm the returns address based on your location.

Refund Eligibility:

Shipping fees paid to deliver the order are non-refundable.

ROJA London only accept returns, refunds or replacements for products in its original packaging, still sealed and unopened. Items that have been tampered with or used in any manner will not be refunded.

Once received, the item shall be checked and the refund shall be processed on the original method of payment.

To qualify for a full refund you should ensure all the related gifts with purchase are included in the return, if not the value of these will be deducted off of the refund total. 

International Orders: Cancellations made once the customs paperwork has been processed are subject to an admin fee of £20. This amount will be deducted from your refund total.

If you have purchased your items from another website or store please refer back to their return/refund policy and contact them directly.

**Please note that all 2ml Discovery Collections and individual samples are final sale and non-refundable.

Related FAQ

Can I return everything that I've ordered?
Please note that all 2ml Discovery Collections and individual samples are final sale and non-refundable. 

How will I receive my refund?
Once received, the item shall be checked and the refund shall be processed and refunded to the original method of payment.

My product arrived damaged.
Our apologies. We do our best to ensure that our products are of the finest quality and that they are shipped to you in a safe manner. If there is a fault with your product, please promptly email us at customer-services@rojalondon.com stating your order number and include images of the product, outer packaging, and a brief description of the issue.

For additional questions, please visit our Frequently Asked Questions page.

[ Last updated May 2026 ]