Account and Orders Information
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Managing Your Account
I have an account but I've forgotten my password, what do I do?
You can reset your password for your account here. Simply enter in the email address associated with your account and we'll send you instructions for how to log back in.
How can I be sure that any personal details I give you will be kept private?
Rest assured, we treat all data you provide us with the strictest levels of security. This includes any personal details about yourself, and any payment details you enter when placing an order.
Please see our privacy policy for more information.
I want to unsubscribe from marketing, how do I do this?
If you already have a Petite.co.uk account, you can manage your marketing preferences in the My Account section. Select the My Preferences tab, un-check the options for email and SMS marketing, then click Save.
Alternatively, you can click the 'unsubscribe' link at the bottom of any promotional email you receive, or the 'Opt out' link within any promotional SMS you receive, to opt out of these.
Please note that some emails—for example, password resets or order confirmations—cannot be opted out of, as these are required to facilitate the operation of your account and order fulfilment.
Placing Orders
I forgot to apply a voucher code when ordering. Can anything be done?
Once an order has been placed, we cannot apply a voucher code retrospectively. This is because we take full payment and begin fulfilling your order immediately upon you placing it via our website.
You may return your order for a full refund if you wish and re-order with the voucher code applied. However, our voucher codes are often limited time promotional offers and so we cannot guarantee that the voucher code will still be active by the time you re-order.
I'm trying to use a voucher code and it's not working. Can you help?
Our voucher codes often require you to meet certain conditions in order to be eligible to receive a promotional offer. Some examples of these may be that it must be your first order with us, or your order must not contain items that are on sale, or your order must be above a certain amount.
If a voucher code isn't working for any reason, this is explained in a notification message which appears after submitting the voucher code.
We are unable to bypass these requirements and grant you a discount if your order is not eligible to receive it.
I've recently purchased an item and the price has now changed. Can you refund me the difference?
Our prices change regularly in line with fashion trends, stock levels, customer demand and promotional offers. We are unable to refund the difference in cases where you have purchased an item and its price has subsequently changed.
I've received the wrong item, or my item is faulty. What do I do?
We want to resolve any issues with incorrect or faulty items right away.
You'll need to send the item back to us so that we can resolve the issue for us. Please follow our returns policy for more information on how to do this.
On your returns note, select 'Incorrect Item Received' or 'Item is Faulty', and indicate if you'd like a replacement or a refund.
My order is missing items. What do I do?
To ensure you receive items as quickly as possible, we may ship your order in multiple parcels based on stock availability. This is done at no extra cost to you, and we will notify you in the despatch confirmation email that your order will be delivered in multiple parcels if this is the case.
In many cases of missing items, these should arrive in a separate delivery within 48 hours of receiving your first parcel.
If after this time, you still haven't received your missing items, please contact us and we'll be happy to assist you further.
Can I pay for my order using my local currency?
All orders are charged in British Pound Sterling (GBP). If you are using a non-GBP account, your bank may apply a conversion fee. This fee is beyond our control and we cannot reimburse you for any conversion fees.
I want a product that is out of stock, what do I do?
We replenish our stock every day, so you can check back again later, or you can be notified if it is restocked!
To get notified if an item is restocked:
- Find the item on our website
- Select your size—if it's out of stock, it will show an envelope icon underneath it
- Enter your email address in the pop-up that appears and click GET REMINDER
- If your chosen size comes back into stock, we'll send you an email notification!
Please note that if an item comes back into stock, these are sold on a first come, first served basis and we are unable to reserve items, so be quick if you receive the email!
I think I've spotted a scam, or I've been scammed. Can you help?
Have you come across a website, social media account, email or similar using the Roman logo and images pretending to be us? Or do you think you may you may potentially be the victim of a scam? Please visit our Shopping Safely page for further information and advice.
Gift Cards
Where can I purchase a gift card?
You can purchase a gift card here on our website, or at a Roman store.
How do I use a gift card?
During checkout, you'll be asked which payment method you'd like to use. Here, there is an option labelled Use a Roman gift card—select this, and you'll be asked to enter the gift card details.
After entering the gift card details, your order balance will be automatically updated with credit to the value of the gift card(s). If there's any balance to pay, you can use a debit or credit card or in the usual way.
Please note you can only use one Roman gift card per purchase.
How can I check my gift card balance?
To check your gift card balance please visit www.showmybalance.com.
How long is my gift card valid for?
Gift card are valid for 12 months from the date of purchase. We are unable to extend the expiry date of a gift card.
I've lost my gift card, can you help?
If you still have your gift card details to hand, please contact us and we'll be happy to help.
We are unable to replace or reimburse lost, damaged or stolen gift cards.