Frequently Asked Questions (FAQ)

Below you will find answers to the questions we receive most often. If you can't find what you're looking for, our customer support team is always happy to help.

Orders

How do I place an order?
Simply select your item, choose your size and colour, and add it to your cart. When you're ready, proceed to checkout and follow the steps to complete your purchase. You will receive a confirmation email as soon as your order has been placed.

I didn't receive an order confirmation email. What should I do?
Please check your spam or promotions folder first. If you still can't find it, contact us at support@rootedfashion.com with the name and email address used at checkout, and we'll confirm your order manually.

Can I change or cancel my order after placing it?
Yes — please email us within 12 hours of placing your order. After this window, your order may already have been dispatched, in which case it will need to be handled through our standard return process.

Can I change my delivery address?
Contact us as soon as possible at support@rootedfashion.com. We can only amend address details before your order enters the "Processing" stage.

Shipping & Delivery

Where do you ship?
We currently ship within the United States only.

How much does shipping cost?
We offer free standard shipping on every order. The price you see at checkout is the price you pay — no hidden surcharges or handling fees.

How long will my order take to arrive?
Orders are processed within 1–3 business days, and transit typically takes a further 7–14 business days. In total, please allow 8–17 business days from the moment of purchase.

What is your order cut-off time?
5:00 PM (EST – New York), Monday to Friday. Orders placed after this time, or during weekends and public holidays, are processed starting the following business day.

How can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing a tracking number so you can follow your delivery in real time.

My order is taking longer than expected. Why?
Occasionally, factors outside our control — such as weather, courier disruptions, or peak seasonal volume — can cause minor delays. If your order is significantly overdue, get in touch and we'll investigate for you.

Will I have to pay customs duties or import taxes?
No. Because we ship domestically within the United States, no customs duties or import taxes apply. Applicable sales tax, where required, is calculated and shown at checkout.

Returns & Refunds

What is your return policy?
You may return your order within 30 days of delivery, provided the items are unused, unworn, and in their original condition with all packaging and tags intact.

How do I start a return?
Email support@rootedfashion.com within 30 days of delivery with your order number and reason for return. We'll review your request and send you approval along with return instructions. Returns sent without prior approval may not be accepted.

Who pays for return shipping?
If your item is faulty, damaged, or incorrect, we cover the return shipping at no cost to you. For change-of-mind returns — wrong item ordered, sizing issues, or simply no longer wanted — return shipping is the customer's responsibility and is non-refundable.

Are there any restocking fees?
No. We charge $0.00 in restocking fees.

How long do refunds take?
Once your return has been received and inspected, approved refunds are processed within 7 business days to your original payment method. Your bank or payment provider may need additional time to display the funds.

Which items can't be returned?
Items that have been worn, washed, or damaged; items missing original packaging or tags; hygiene-sensitive items such as underwear and swimwear; and final sale or clearance items. This does not affect your rights if an item is faulty or not as described.

Do you offer exchanges?
We're always happy to help you find the right fit. To get your replacement as quickly as possible, please return the original item using our standard process and place a new order for the size or colour you'd like.

My item arrived damaged or incorrect. What now?
Please contact us within 48 hours of delivery with clear photos of the item and packaging. We'll resolve it as quickly as possible at no cost to you.

Products & Payment

How do I choose the right size?
Each product page includes a size guide with detailed measurements. If you're between sizes or unsure, email us and we'll gladly advise before you order.

Will the colour match the photos exactly?
We photograph our products as accurately as possible, but colours can appear slightly different depending on your screen settings and lighting.

What payment methods do you accept?
We accept all major credit and debit cards, plus the additional payment options displayed at checkout. All transactions are encrypted and processed securely, and we never store your full payment details.

What currency are your prices in?
All prices are listed in USD ($).

Contact Information

Any questions or just want to chat with us? Feel free to reach out via:

Shop Name: Rooted Fashion
Address: 12 Princes Road, Weybridge, England, KT13 9BQ, United Kingdom

E-mail: support@rootedfashion.com
Contact form: Contact page

Customer Service Opening Hours (EST)
Monday - Friday: 09:00AM - 5:30PM
Saturday & Sunday: 10:00AM - 3:00PM

We strive to respond to all enquiries within 24 hours.

Thank you for choosing Rooted Fashion.