Shipping policy

Shopping Policy

At Roo Roo, we want your shopping experience to be simple, smooth and seamless. Please read the following before placing your order.

1. PLACING AN ORDER

Once an order is placed and payment is successfully completed, you will receive an order confirmation on your registered email or contact number.

Please ensure that your name, phone number and shipping address are correct before placing your order. Roo Roo will not be responsible for delivery issues caused by incorrect or incomplete information.

2. ORDER PROCESSING

Every Roo Roo piece is handmade and made especially for you, with care and attention to detail.

Orders are processed and prepared for dispatch within 8–12 working days after your order is confirmed. As each piece is individually made, please allow us the required time to create and prepare your order with the care it deserves.

3. SHIPPING & DELIVERY

Once your order is dispatched, you will receive tracking details wherever applicable.

Delivery timelines depend on your location and courier partner and may be affected by weekends, public holidays, weather or circumstances beyond our control.

Please note that delivery timelines are estimates and not guaranteed.

4. ORDER CANCELLATION

Orders cannot be cancelled once they have been processed or dispatched.

For made-to-order, customised or specially produced pieces, cancellations may not be possible once production has started.

5. DAMAGED OR INCORRECT ORDERS

If you receive a damaged, defective or incorrect product, please contact us within 48 hours of delivery.

A clear, continuous unboxing video showing the sealed package being opened is required for us to assess and process such claims.

Please refer to our Returns & Exchanges Policy for complete details.

6. PRODUCT AVAILABILITY

All products are subject to availability. In the rare event that an ordered item becomes unavailable, Roo Roo will contact you and provide the available options.

By placing an order with Roo Roo, you agree to our Terms & Conditions, Returns & Exchanges Policy and Privacy Policy.