RETURNS AND EXCHANGES

Any unwanted product must be returned within 30 days from when your Dark Room order is delivered (if the order was placed online) or was purchased (if you bought the items at one of our pop-up stores/events).

WHAT ITEMS CAN I RETURN

We understand that sometimes something just doesn't work for you, and you want to return or exchange it. As long as your item(s) were purchased from our website and are still in their original condition, you can return them within 30 days upon receiving the item. Please see below for any exceptions to this rule:

• All Underwear & Swimwear can't be returned if worn, or if the hygiene seal, tags, or labels have been damaged or removed.
• Socks can be returned if they are sealed in their original packaging.
• Made to order items
• Personalized items can't be returned.

This does not affect your statutory rights.

To receive a refund on eligible returns, all items must be returned to us unworn, unused, unwashed, and in the same condition you received them. If an item is returned to us damaged, worn, or in an unsuitable condition, we won't be able to give you a refund. All items are inspected upon return. Shipping fees are non-refundable.

Before shipping anything back to us, you must contact us using our contact form to let us know you wish to exchange or return an item. Please include a note with your name and order number in the package being returned. All return shipments should be sent via a trackable method. The cost of returning an item is the responsibility of the purchaser. Once contacted, we will provide you with the address to return the goods to.

INTERNATIONAL RETURNS

If you’re returning items from outside the UK, please make sure your customs declaration clearly states that the goods are a return for refund or exchange. This helps avoid unnecessary customs charges that could prevent us from accepting the return. If that happens, we would need to send the items back to you.

For international orders where Dark Room has prepaid duties or tariffs on your behalf, any approved refunds will be issued minus the prepaid duties/tariffs and original shipping costs, as these charges are unfortunately non-recoverable. All return shipments should be sent via a trackable method. The cost of returning an item is the responsibility of the purchaser. Once contacted, we will provide you with the address to return the goods to.

GIFT CARDS

Gift cards are non-returnable and non-refundable. 

MADE-TO-ORDER STEEL ITEMS

Our Made-to-Order Steel items are produced specifically to the customer's selected colour, measurements and specifications and are therefore not standard-stock items.

CANCELLING OR CHANGING YOUR ORDER

You may request to cancel or amend your Made-to-Order Steel order at any time before the order has been fulfilled. Please contact us as soon as possible using our contact form and include your order number.

Once your order has been fulfilled, it will be prepared for dispatch and shipped accordingly. At this stage, cancellations or changes can no longer be accepted, as the item has been made specifically to your requested specifications.

RETURNS – MADE-TO-ORDER STEEL ITEMS

Due to the customised nature of our Made-to-Order Steel items, we do not accept returns simply because you have changed your mind or no longer require the item once it has been fulfilled. As each piece is produced to the customer's specified colour, measurements and requirements, these items cannot be returned to standard stock and resold.

SIZING & REVISION SERVICE

If your Made-to-Order Steel item does not fit correctly, please contact us. We offer a revision service for Made-to-Order Steel items, which allows us to make adjustments or provide replacement components where possible to help achieve the correct fit.

Depending on the specific Steel item and the revision required, this service may be provided free of charge or may incur a small fee. We will confirm the available options and any applicable costs with you before carrying out the revision.

In many cases, a revision can be a much simpler and more cost-effective solution than returning the entire item, particularly where only certain components or measurements need to be adjusted.

IMPORTANT: Please check your selected colour, measurements and other specifications carefully before placing your order. Once the item has been fulfilled, we are unable to make changes or accept cancellations. If you have any concerns about sizing before placing your order, please contact us and we will be happy to advise.

DEFECTIVE OR INCORRECT GOODS

If your Made-to-Order Steel item has a manufacturing defect please contact us within 7 days of delivery. We will work with you to resolve the issue and, where appropriate, provide a replacement, repair, credit note or full refund.

We are not responsible for damage caused by misuse, improper care, accidents or general wear and tear.

LATEX

RETURNING GOODS

Before returning any items, please contact us within 7 days of receipt. We strongly recommend using a tracked or signed-for delivery service, as we cannot be held responsible for lost returns.

If returning items from outside the UK, please clearly indicate on your customs declaration that the goods are being returned for repair, refund, or exchange. Any incorrect declarations may result in customs charges, which will prevent us from accepting the return. In such cases, the goods will be sent back to the customer.

For international orders where Dark Room has prepaid duties or tariffs on your behalf, any approved refunds will be issued minus the prepaid duties/tariffs and original shipping costs, as these charges are unfortunately non-recoverable. 

CANCELLING OR CHANGING YOUR ORDER

If you wish to cancel or amend an order, you must use our contact form with your order number within 7 days of placing the order. After this period, production will have started, and changes or cancellations will no longer be possible.

MADE TO ORDER PIECES

We do not offer refunds for Made-to-Order garments unless they are faulty, as these are custom-made to the customer's specifications and cannot be resold. You must notify us of any defects, errors in your order, or requests for a size exchange within 7 days of receiving your order. After this period, we will be unable to process a return, exchange, or refund.

DEFECTIVE GOODS

If the garments you receive have a manufacturing defect or do not match your order, we will offer a replacement, a credit note of equal value, or a full refund. Manufacturing defects will be rectified at our expense. However, we are not responsible for damage caused by misuse, improper care, or general wear and tear.

For hygiene reasons, we cannot accept returns of worn items. Unworn items may be returned within 7 days of receipt for a size exchange, provided they are in their original condition. We cannot exchange items that have been altered, chlorinated, or treated in any way. Please do not use any polishing or lubricating products on the garments before trying them on.

We are not responsible for damage caused by misuse, improper care, accidents or general wear and tear.

 

HOW LONG DOES IT TAKE TO RECEIVE RETURN OR AN EXCHANGE?

Once your parcel has been delivered back to our warehouse, we aim to process your return within 7 days. Refunds can take up to 10 working days to be deposited back into your account. The processing time may vary depending on where the purchase was made and the type of card used for the purchase.

If your exchange is approved, we'll usually get this dispatched out to you within 1-2 days and we'll be in touch shortly after via email with your new tracking link.

If you haven't received an email to confirm your exchange within 7 days, let us know and we'll have a look into this for you - Remember to check your junk/spam.