Terms & Conditions of Sale (T&Cs) — The Roommates

Last updated: March 5, 2026
Customer Service: contact@theroommates-shop.com

1) Seller information

This website is operated under the brand The Roommates.

Seller (legal entity): The Roommates
Registered address: 
Registration number: 
Email: contact@theroommates-shop.com

2) Scope

These Terms & Conditions apply to all purchases made through theroommates-shop.com (the “Website”) by customers acting as consumers (personal use). If you purchase as a business, different rules may apply.

3) Products

We sell fashion items (including footwear and accessories). Product photos are for illustration; minor variations (color rendering, texture, packaging) may occur.

We may use multiple fulfillment partners. As a result, one order may arrive in multiple parcels with separate tracking numbers.

4) Ordering process & contract formation

• You place an order by completing checkout and confirming payment.
• A confirmation email acknowledges receipt of your order.
• The sales contract is formed when we send a shipping confirmation email (or otherwise confirm dispatch).

We reserve the right to refuse or cancel an order (e.g., suspected fraud, pricing/technical error, stock issue). If payment was captured, you will be refunded.

5) Prices, currency & promotions

• Prices are displayed in the currency selected on the Website.
• Shipping fees (if any) are shown at checkout.
• Discounts and promo codes apply only under the conditions stated at the time of the offer.

Taxes: We aim to ship using DDP (Delivered Duty Paid) methods whenever available so customers should not be charged import fees at delivery. If unexpected fees occur, contact us with proof and we will review.

6) Payment

We accept payment methods shown at checkout (e.g., card and other Shopify-supported payment options). Payment is taken at the time of order.

7) Shipping & delivery

Our detailed shipping rules (countries, processing times, delivery estimates, fees, tracking, split shipments, address changes, delivery issues) are set out in our Shipping Policy, which forms part of these Terms.

Key points:

• Processing time: 1–3 business days
• Tracked shipping: 100% of orders
• Split shipments possible

8) Address changes & cancellations

Please check your address carefully.

• Address changes: We cannot guarantee changes once an order is placed. If you email us before dispatch, we may be able to update it depending on fulfillment status.
• Cancellations: If you contact us before dispatch, we can request a cancellation. Once shipped, an order cannot be cancelled.

9) Right of withdrawal (EU/EEA consumers)

If you are a consumer located in the EU/EEA, you generally have the legal right to withdraw from a distance purchase within 14 days without giving any reason, subject to exceptions.

9.1 Withdrawal period

The 14-day period starts from the day you (or a person you designate) receive the goods. If your order is delivered in multiple parcels, the period starts when the last item is received.

9.2 How to exercise withdrawal

To withdraw, email us at contact@theroommates-shop.com with a clear statement of your decision (order number + items). A standard withdrawal form may also be used.

9.3 Returns after withdrawal

• Returned items must be unused, in their original condition, with all packaging and tags.
• You may try items on as you would in a store, but excessive use, wear, damage, or missing elements may reduce your refund.

Return shipping costs: unless we state otherwise, return shipping costs are paid by the customer (except where the item is faulty/incorrect).

9.4 Refunds

If you withdraw, we will reimburse payments received (including standard outbound delivery cost where applicable) within 14 days from the day we are informed of your withdrawal. We may withhold reimbursement until we receive the goods back (or you provide proof of return), depending on the situation.

Refunds are made using the same payment method unless agreed otherwise.

9.5 Exceptions

The right of withdrawal does not apply in certain cases, including goods made to the consumer’s specifications or clearly personalised.
(Other exceptions may apply depending on the product type.)

10) Defective items, wrong items & legal guarantees

10.1 If your item is defective or incorrect

Contact us at contact@theroommates-shop.com with:

• order number,
• photos/videos clearly showing the issue and packaging,
• a brief description.

We will offer an appropriate solution (replacement, refund, or other remedy).

10.2 Legal guarantee of conformity (France / EU consumer rights)

For consumers buying from a professional seller, goods must conform to the contract. In France, consumers benefit from a legal guarantee of conformity and generally have 2 years to act from delivery; remedies may include repair, replacement, or refund depending on circumstances.
At EU level, sellers are liable for lack of conformity appearing within two years from delivery (minimum), under Directive (EU) 2019/771.

These legal rights apply regardless of any commercial warranty.

11) Limitation of liability

Nothing in these Terms limits rights that cannot be limited under applicable law.

We are not responsible for delays caused by events outside our reasonable control (carrier disruptions, customs processing, strikes, weather, peak season).

12) Intellectual property

All Website content (texts, visuals, logos, designs) is protected. You may not reuse it without permission.

13) Personal data

We process personal data to fulfill orders and provide customer support. Please refer to our Privacy Policy for details.

14) Complaints, mediation & dispute resolution (France)

14.1 Complaints

Please contact contact@theroommates-shop.com first so we can try to resolve the issue.

14.2 Consumer mediation

French law requires professionals to provide the contact details of the consumer mediator they use, and to inform consumers about mediation when a dispute cannot be resolved after a prior written complaint.

Consumer Mediator: FNAE -Fédération Nationale des Autoentrepreneurs et Microentrepreuneurs 
Website: $https://fnae.fr/$
Phone number: 02 85 52 86 07

14.3 ODR platform

The EU Online Dispute Resolution (ODR) Platform was discontinued on 20 July 2025, and the related obligations were removed.

15) Governing law

These Terms are governed by French law, while mandatory consumer protection rules of your country of residence may still apply where relevant.