Terms of service
Terms and Conditions
Last updated: 29 September 2026
Welcome to Roen London. These terms and conditions apply to purchases made through the Roen London website.
Roen London Ltd is the company responsible for sales made through this website.
Company number: 17040806
Registered office: 82a James Carter Road, Mildenhall, United Kingdom, IP28 7DE
Email: info@roenlondon.co.uk
By placing an order through our website, you agree to these terms and conditions. Nothing in these terms affects your statutory rights as a consumer.
1. About our products
We take care to describe and photograph our wigs as accurately as possible. Colours may appear slightly different depending on your screen, device and individual settings.
Where a wig is shown being worn, photographs and videos are intended to help you understand the style, colour, movement and overall appearance of the wig. They are not intended to guarantee that a wig will look identical on every person.
Product availability is subject to stock. If a product becomes unavailable after you have placed an order, we will contact you and arrange an appropriate resolution, including a refund where applicable.
2. Placing an order
When you place an order through our website, you are making an offer to purchase the products in your order.
After placing your order, you will receive an order confirmation email acknowledging that we have received your order. This does not necessarily mean that your order has been accepted.
We will accept your order when we confirm that the order has been dispatched. At that point, a contract between you and Roen London Ltd is formed.
We reserve the right to decline or cancel an order where there is a genuine reason to do so, including where a product is unavailable, there is an obvious pricing or product-description error, or we reasonably suspect fraudulent activity. If we cancel an order after payment has been taken, we will refund the amount paid.
3. Prices and payment
All prices displayed on our website are in pounds sterling (£).
The total price payable, including any applicable delivery charges, will be shown before you complete your purchase.
We currently offer complimentary Royal Mail Tracked 48 delivery within the UK.
Payment is made through the payment methods available at checkout. Payment must be authorised before an order can be processed.
4. Delivery
We currently deliver to UK addresses only.
Every Roen London order includes complimentary Royal Mail Tracked 48 delivery.
We aim to dispatch orders within 1–2 working days. Once your order has been dispatched, we will send you an email containing tracking information.
Royal Mail Tracked 48 has an estimated delivery time of 2–3 working days after dispatch. This is a delivery aim rather than a guaranteed timeframe, and occasionally parcels may take longer.
We are responsible for the goods until they come into your physical possession, subject to applicable law.
If your parcel is delayed or you have a problem with delivery, please contact us at info@roenlondon.co.uk.
5. Your right to cancel and return a wig
If you change your mind about your purchase, you generally have a statutory right to cancel your order within 14 days of receiving the goods, without giving a reason.
If you wish to cancel, please contact us at info@roenlondon.co.uk within the applicable cancellation period. Once you have told us that you wish to cancel, you must return the wig without undue delay and in any event within 14 days of telling us that you wish to cancel.
For full information about our returns process, including how to request a return and how to prepare your wig for return, please see our Delivery & Returns information on the website.
For change-of-mind returns, you are responsible for the direct cost of returning the wig to us unless otherwise required by law.
Because wigs are personal items and we need to maintain appropriate hygiene standards, every Roen wig is supplied with a tamper-evident hygiene seal. We ask you to keep the seal attached while you inspect your wig if you think you may wish to return it.
You are welcome to take your wig out of its packaging and inspect it. If you decide that you want to return it, please do not wear, wash, cut, style or otherwise alter it beyond what is reasonably necessary to inspect it.
Where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, and this has reduced its value, we may be entitled to make an appropriate deduction from the refund in accordance with applicable law.
Nothing in these terms limits your statutory cancellation rights.
6. Refunds
Once a cancelled order has been returned to us, we will inspect the item and process any refund due.
Where you exercise your statutory right to cancel, refunds will be made to the original payment method in accordance with applicable law.
Where you paid for standard delivery, the standard delivery charge will be refunded where required by law. If you chose a more expensive delivery option, we will only be required to refund the cost of the least expensive standard delivery option offered.
Where the goods have been handled beyond what is reasonably necessary to inspect them and their value has been diminished as a result, we may make a deduction where permitted by law.
7. Faulty, damaged or incorrectly supplied items
If your wig arrives faulty, damaged or is not the wig you ordered, please contact us as soon as possible at info@roenlondon.co.uk.
If possible, please send photographs showing the issue. This helps us understand what has happened and resolve the problem quickly.
Please contact us before returning a faulty or incorrectly supplied wig so that we can provide the appropriate return instructions.
Nothing in these terms affects your statutory rights where goods are faulty, damaged, not as described or otherwise fail to meet the requirements of applicable consumer law.
8. Exchanges
We do not offer direct exchanges.
If you would prefer a different style or colour, you can return the original wig in accordance with our returns process and place a new order for the wig you would prefer.
This does not affect your statutory rights.
9. Colour information
We make every effort to represent our wig colours as accurately as possible.
Screen settings and lighting can affect how a colour appears online, so we cannot guarantee that the colour displayed on your screen will be identical to the physical wig.
If you are unsure about a colour, we recommend using our Find Your Roen Colour Match guide or contacting us at info@roenlondon.co.uk before ordering.
Our colour guide is intended to provide helpful guidance and does not guarantee that a particular shade will be suitable for every individual.
10. Promotional offers and discounts
Where we offer promotional discounts or special offers, any specific terms applying to that promotion will be stated alongside the offer.
Unless otherwise stated, promotional offers cannot be combined with other discounts or offers.
We reserve the right to withdraw or amend a promotion where permitted by law.
11. Website information
We take reasonable care to ensure that information on the Roen London website is accurate and up to date.
However, we cannot guarantee that the website will always be free from errors, omissions or interruptions.
We may update product information, prices, availability and website content from time to time.
12. Intellectual property
All content on the Roen London website, including photographs, videos, logos, branding, written content, graphics and other original material, belongs to Roen London Ltd or is used with permission.
You may view and use the website for your personal, non-commercial purposes.
You must not reproduce, copy, modify, distribute or commercially use Roen London content without our prior written permission.
13. Privacy
Our Privacy Policy explains how we collect, use and protect personal information when you use our website or place an order.
Our Privacy Policy forms part of these terms and can be viewed through the website.
14. Limitation of liability
Nothing in these terms excludes or limits any liability that cannot legally be excluded or limited.
In particular, nothing in these terms affects your statutory rights or our legal responsibility for goods that are faulty, not as described or otherwise fail to meet the requirements of applicable consumer law.
To the extent permitted by law, Roen London Ltd will not be responsible for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control.
15. Events outside our control
We will not be responsible for delays or failures caused by circumstances outside our reasonable control, including significant disruption to postal services, natural events, widespread technical failures or other events that we could not reasonably have prevented.
Where such an event affects your order, we will take reasonable steps to keep you informed and minimise the impact.
16. Changes to these terms
We may update these terms from time to time.
The terms applying to your order will be the terms in force at the time you place your order, unless a change is required by law or is necessary to correct an error or clarify an existing term.
17. Governing law
These terms are governed by the laws of England and Wales.
If you are a consumer, you will also benefit from any mandatory protections provided by the law of the part of the UK in which you live.
18. Contact us
If you have a question about these terms, your order, a return or any other aspect of your purchase, please contact:
Roen London Ltd
82a James Carter Road
Mildenhall
IP28 7DE
United Kingdom
Email: info@roenlondon.co.uk
Company number: 17040806