When you place an order with Groovy Roost it’s not just a product that you are purchasing, but a service as well. We handmake every product so as soon as we start production of your bespoke items, we have already invested into the ink, transfer paper, materials and the workforce time specifically for your order. This means that if you wish to cancel after the production of your order has begun, we would be unable to offer a full refund, however alternative options will be discussed with you and a partial refund may be possible. A customer service team member will be able to advise further.
Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions!
Check Sizes – Every page has details on the sizing of a product (especially clothing) so make sure that you order in the right size. Check body measurements if you need to rather than using the size range as it is more accurate. If you have any questions please contact us, we do everything we can to make sure you have all the information you need to be able to order the right size.
No matter what, we will always be able to help you. Contact our amazing customer service team and have a chat with them if you have any issues with your order, whether it is before or after we have started production.
Returns and Refunds
We want you to be happy with your order, we are determined to have each and every purchase result in a happy customer. Because everything here at Groovy Roost is handmade, there is some potential for human error. Usually, our quality control department will pick up on this and everything will be sorted before your order is even dispatched, however on the rare case that something does slip through then all you need to do is let us know. Take a look at the details below on how to do that:
If a product is faulty in any way, you can return it within 14 days. Contact our customer services team at firstname.lastname@example.org, providing a digital image of the fault (along with a clear description of the problem) quoting your name and order number.
A customer service representative will then contact you about the returns procedure:-
In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email
If the fault cannot be verified by email, you may need to return the item to us for inspection
In that instance, a determination can then be made as to the state of the product
Please do not send your products back to us without contacting a member of our team first.
May we remind you to review the terms that you agreed to at the time of purchase. These are available at any time on our website.
Please note we work in accordance with these provisions:
Non-Faulty Goods: We cannot accept returns of non-faulty goods because the products have been produced specifically for you.
Faulty Goods: To return faulty goods you need to first contact a member of our Customer Services Team by email.
We will only acknowledge returned goods if they are sent using a recognised tracked delivery service so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked.
Please note: if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair. Where there is a minor fault, we may suggest an alternative remedy.