Refund policy

Refund policy for Robe Street

Sometimes a robe is not what you hoped for. This page explains what you can send back, when, and how you are refunded.

Your statutory right — 14 days
You may cancel within 14 days of receiving your order, without giving a reason, under the Consumer Contracts Regulations 2013. The detail is on our Cancellation rights page.

Our satisfaction guarantee — 30 days
An unsealed item cannot be resold, and the law allows us to refuse it (regulation 28 of the 2013 Regulations). We go further anyway, as a commercial guarantee.

If a robe does not suit you, write to us within 30 days of delivery and tell us what is wrong. We look for a solution: an exchange for a better-suited model, or a refund. The returned item is never resold.

This guarantee assumes normal use and a genuine reason. It does not cover an item deliberately damaged, nor an order placed with the intention of returning it. It adds to your legal rights; it does not replace them.

If the goods are faulty or not as described
Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for purpose. If they are not, you have 30 days from receipt to reject them and get a full refund, and we pay the return postage. After 30 days, and for up to six months, you may ask for a repair or replacement.

What cannot be returned

• Gift cards.
• Items which, for hygiene reasons, cannot be resold once unsealed (regulation 28 of the Consumer Contracts Regulations 2013). This covers dressing gowns, bathrobes, nightwear and towelling worn next to the skin: once the hygiene seal or packaging has been opened, the item cannot be resold and cannot be returned under the statutory right to cancel. It remains covered by our 30-day satisfaction guarantee and by your rights if the item is faulty or not as described.

Conditions for a return
The item must be unworn and in the same condition you received it, in its original packaging, with a receipt or proof of purchase. Returns must be sent within 14 days of telling us you are cancelling, or within 30 days of delivery under our guarantee. Please always email us before sending anything back, so we can give you the return address and track your parcel.

How we refund
Once we receive and inspect your return we email you to confirm it has arrived and whether the refund is approved. Approved refunds go back to your original payment method. Allow up to 14 days from the day we receive the goods, plus the time your bank takes to show it.

If a refund is late
Check your bank statement first, then your card issuer, as a refund can take a few working days to appear. If it still has not arrived, email help@robestreet.com and we will chase it.

Exchanges
To exchange an item for the same product in another size or colour, email us first at help@robestreet.com. The item must be unworn, in its original packaging, with proof of purchase.

Return address
Bfp Swiss Sàrl
Rue du Puits du Géant 1a
1950 Sion
Switzerland

Return postage
Unless the item is faulty or not as described, you pay the cost of sending it back, and that cost is not refundable. For anything worth more than £60 we recommend a tracked or insured service — we cannot refund a return that never reaches us.

Last updated: 27/09/2026.