F.A.Q.

Orders & Products
When will my order be processed?

We process orders within 1–3 business days (weekends & holidays excluded).
Are your items in stock or made to order?

Most items are available for fast dispatch, but some products may be made after you order depending on the supplier. If a product has specific lead times, we’ll always do our best to keep you updated.
Can I change or cancel my order?

If you contact us before your order ships, we can try to update/cancel it. Once it’s shipped, we can’t cancel it anymore.
Do product colors/materials look exactly like the photos?

We use supplier photos + real visuals when available. Slight differences can happen due to lighting, screen settings, or production batches.

Shipping & Delivery
Where do you ship?

We currently ship to France (metropolitan), Germany, Belgium, Spain, Italy, Ireland, Netherlands, Switzerland, UK, US, Canada, Australia.
When will i receive my order
  • France: 5–10 business days
  • Germany: 5–11 business days
  • Belgium: 6–10 business days
  • Italy: 4–9 business days
  • Spain: 5–10 business days
  • Ireland: 6–11 business days
  • Netherlands: 4–9 business days
  • Switzerland: 5–9 business days
  • United Kingdom: 4–9 business days
  • United States: 5–12 business days
  • Canada: 4–9 business days
  • Australia: 4–9 business days


Delivery times are estimates and start after your order has been shipped (processing time is separate).
How much is shipping?

$4.99, and free for every order above $50.
Do you provide tracking?

Yes — 100% tracked. Tracking is sent automatically as soon as it’s available
Why did I receive multiple parcels?

Totally normal for us. We work with multiple fulfillment partners, so one order can ship in separate packages with different tracking numbers.

Customs, Duties & Delivery Issues
Will I pay customs fees or import taxes?

We ship using DDP (Delivered Duty Paid) methods whenever available, so you shouldn’t be charged extra on delivery. If anything unexpected happens, email us with proof and we’ll review it.
My tracking says “Delivered” but I didn’t receive anything. What now?

Contact us ASAP — we’ll open an investigation with the carrier.
What if my package is lost?

Once confirmed lost, we can offer a reshipment or a refund — your choice (based on the carrier’s investigation outcome).
Do you deliver to pick-up points / PO boxes?

Not for now — no relay/pick-up points and no PO boxes at the moment.

Returns & Support
Do you accept returns?

Of course! Click here to start a return.
Returns are handled according to our Returns & Refund Policy. If you need help, email us and we’ll guide you quickly.
Are returns free?

Of course, completely free!
My item arrived damaged / wrong / defective. What should I do?

Email contact@theroommates-shop.com with your order number + clear photos/videos of the issue (and packaging). We’ll sort it out fast.
How do I contact you?

You can either:

We’ll get back to you as soon as possible!