Returns policy

Last updated: 3 November 2026.

Every piece we make is sewn by hand, with care. We want you to love what arrives at your door, but if something’s not right, here’s exactly how we make it right.

14-day returns on standard items

You can return any standard (non-custom) item within 14 days of delivery for a refund. To receive a full refund, please return the item:

• Unused and unwashed, in its original condition
• In its original packaging with the care card included

You may inspect an item the way you would in a shop. If an item is returned showing handling beyond what is needed to check its nature, characteristics, and functioning (for example, it has been hung, washed, or altered), we may reduce your refund to reflect the diminished value of the item.

Custom orders aren’t returnable. Items made to your specifications or clearly personalized (custom sizes, custom text, photos turned into prints, special designs) are exempt from the right of withdrawal under EU law, because we make them specifically for you. We can’t accept returns on them unless they arrive damaged or aren’t what we agreed.

Want to see it first? Ask us for a digital mockup before we start making it.

Damaged or wrong items

If your piece arrives damaged, defective, or different from what you ordered, contact us as soon as you can at support@rollintohome.com or through our contact page with:

• Your order number
• A photo of the issue (and the packaging if it was damaged in transit)
• A short description of what went wrong

We’ll replace it or refund it in full, including shipping costs, at no expense to you. In most cases you won’t need to send anything back.

Nothing in this policy limits your statutory rights. EU consumers benefit from a legal guarantee of conformity of at least two years. Any timeframes on this page describe our voluntary process and do not affect your legal rights.

How to start a return

1. Contact us at support@rollintohome.com or through our contact page within 14 days of delivery with your order number.
2. We’ll reply within 24 hours with our returns address and simple instructions.
3. Ship the item back, carefully packed. Return shipping is the buyer’s responsibility unless the item arrived damaged or wrong.
4. Once we receive the item (or you send us proof of postage), we’ll refund you to your original payment method.

Refund timing

Refunds are issued within 14 days of you telling us you want to return an item. We may withhold the refund until we have received the item back or you have supplied proof of having sent it, whichever comes first. If you chose a more expensive delivery method than our standard option, we refund delivery at the standard rate. If you return only part of your order, we refund the returned items but not the delivery costs, since your order was still shipped. In practice, we process refunds within 3 business days of the return arriving. After that, your bank or card provider may take an additional 5–10 business days to show the refund in your account.

Exchanges

We’re a small studio, so we don’t do direct exchanges, but here’s the simple way to swap a piece for something else:

1. Return the original item following the steps above
2. Place a new order for the piece you’d like instead

If you need help picking a replacement (different size, different pattern), message us and we’ll guide you through it.

Items not eligible for return

• Custom orders (size, design, text, or photo-based pieces), unless damaged or not as agreed
• Items returned more than 14 days after delivery

Cancellations

For custom orders, please request a cancellation within 24 hours of placing your order. Because production starts soon after you order, we may have already started cutting fabric after that. For standard items, your 14-day return right applies as described above, and if your order hasn’t shipped yet, just contact us and we’ll cancel and refund it.

EU right of withdrawal

If you are a consumer in the EU, you have the legal right to withdraw from your purchase of standard (non-personalized) items within 14 days of receiving your order, without giving any reason. To exercise it, you may use the model withdrawal form below, or simply contact us with a clear statement of your decision. If you withdraw from your entire order, we will refund all payments received, including standard delivery costs (but not return shipping costs, and not the extra cost of any express delivery option), within 14 days of being informed of your decision, using the same payment method you used.

Model withdrawal form

To: Spectro Web Solutions sp. z o.o. (RollinToHome), ul. Władysława Pytlasińskiego 16 lok. 13, 00-777 Warszawa, Poland, support@rollintohome.com

I hereby give notice that I withdraw from my contract of sale of the following goods: [description]

Ordered on / received on: [date]

Name and address of consumer: [name, address]

Signature (only if this form is sent on paper) and date