Returns & Cancellation

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After 14 days of placing the order: Quote your order number specifying the product(s) you are requesting a return/exchange for - including any photos or videos relevant if damaged. We will provide a return address, and once received back at HQ we can process your refund, or ship a replacement if requested. All refunds and/or exchanges are issued inline with our returns policy below. Pre-paid shipping labels are only supplied for returns or replacements for damaged or faulty items, and cannot be provided for a change of mind return.

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Send your return requests to: rollgothica(at)gmail.com

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Roll Gothica Returns Policy:​

For any undamaged product, complete our withdrawal form within 14 days of the date you receive the product, and a return address will be provided. For cancelled order returns (undamaged products), the return postage costs are the responsibility of the buyer if the order has already been dispatched. *You may request a pre-paid returns label, however this will be deducted from your refund amount. The product must be received in the same condition it was sent to be eligible for a full refund, so ensure returns are sufficiently packaged.

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For items damaged in transit, this must be reported within 7 days of receipt/delivery. We will require photo (and if required to display damage, video) evidence of the product showing the damage, and the package as it arrived to show any signs of mishandling by the shipping provider. These are required for us to file a damage claim from the shipping provider. With damages confirmed, we may provide a pre-paid shipping label to return it for repairs, and either issue a refund or send a replacement at your request.

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For damaged products, it must be clear that the damage was not caused by the user. Damages must be displayed with photos (or if required, video) to confirm it was a product fault. If the damages are confirmed to be product faults, we may provide a pre-paid shipping label to return it for repairs, and either issue a refund or send a replacement at your request. If the damage is deemed to be user caused, it will not be eligible for a refund. Product faults must be reported within 6 months of purchase to be eligible for refunds.

For items not received, we are able to issue a refund/replacement at your request once it is considered lost by the shipping provider.

We use Royal Mail for shipping, and their terms for lost items are by region as follows:

UK: 10 working days past due. / EU: 20 working days past due. / RoW: 25 working days past due.

Should an item not arrive with you when expected, you will be able to follow it's progress using the tracking number, however if this is showing the order as not moving and past due then reach out to us to investigate.

If the order is undelivered after the above timeframes, we are then able to issue your refund/replacement(s), but not before as it may still be moving through the system. 

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​This returns policy was last updated on 09/07/2026.

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