Here's exactly what happens after you place an order, and how to find your parcel at each stage.
The timeline
- Order confirmed. You'll get a confirmation email as soon as payment goes through. If you don't see it, check your spam folder before writing to us.
- Your piece is made. Everything is made to order, so this takes 8ā12 working days. Nothing ships before it's finished and checked.
- Dispatched. We email you tracking details once the parcel leaves us.
- Out for delivery. Delivery time after dispatch depends on your city and the courier. These are estimates, not guarantees.
How to track
Use the tracking link in your dispatch email. Tracking can take up to 24 hours to start updating after you receive it. That's normal and doesn't mean anything has gone wrong.
You can also see your orders any time by logging into your account on this site.
Please film your unboxing
This one matters. Record a single continuous video as you open the parcel, with the sealed package, the shipping label and the product all visible.
If anything arrives damaged, faulty or incorrect, that video is what lets us process your claim. Without it we usually can't. It takes thirty seconds and it protects you.
Something looks wrong
Contact us within 48 hours of delivery at hello@itsrooroo.com with your order number, a short description, clear photos and your unboxing video. We'll come back to you within 2ā3 working days.
Full terms are in our Returns & Exchange policy.
Still stuck?
Email hello@itsrooroo.com with your order number and we'll find it for you.