FAQs

Have a question? 

Our FAQs section is designed to help you quickly find information about RUMI’s products, services, and policies. Whether you're curious about shipping times, bespoke design options, silk care instructions, or how to start a trade account, this is the place to start.

Explore common queries from our customers and partners—so you can shop, collaborate, or gift with confidence.

Still need help? Feel free to contact us directly—we’re always happy to assist.

Delivery

I entered my shipping address incorrectly. What should I do?

If you would like to change your shipping address contact us with your order number and correct shipping address and we will update your information right away. Please note, this is subject to the order not already dispatched.

What counts as a business day in the turnaround time?

Business days are considered to be Monday through Friday, excluding National Holidays.

Are your wrapping papers delivered in rolls or sheets?

We pack our wrapping papers flat in a box or rolled and inserted inside a box to avoid any creases.

For bulk orders of wrapping papers, we use customised postal tubes.

Can you split my order between two different addresses?

Unfortunately, we can only ship to one address per order. If you would like to ship to two different addresses then you would need to place two separate orders with different shipping addresses.

What are the delivery costs?

  • STANDARD DELIVERY is FREE for mainland UK. Standard orders are shipped via Royal Mail. A tracking code will be emailed to you as soon as we dispatch the item.
  • NEXT DAY SPECIAL DELIVERY (Mon-Fri) costs £12.00 for deliveries within mainland UK. Next day orders are shipped via Royal Mail. A tracking code will be emailed to you as soon as we dispatch the item.

Do you deliver internationally?

Yes we deliver internationally. Please contact us to check if we deliver to your country if you do not see your country on the drop down list.

What is the lead time on your orders?

For order deliveries within the UK mainland, we offer two options:

  • STANDARD DELIVERY orders will arrive between 3-10 days from the order date.
  • NEXT DAY DELIVERY orders will arrive within 1-2 days from the order date, depending on what time the order was placed. Please note during peak times (e.g. Christmas season), it may take longer.

How will you ensure my items are delivered safely?

We send all high-value items through a ‘signed for’ service. We will let you know how you can track your item and when it will be delivered.

The courier will attempt to make delivery and obtain a signature up to 3 times before the parcel is returned to us.

An item is now out of stock, but I have already paid for it. What shall I do?

If your item is out of stock, we’ll email you to let you know.

If you’ve placed a pre-order, you will be charged and the item will be shipped to you as soon as we have it in stock. If the item has not come into stock within the stipulated time, we'll cancel your order and refund you the amount.

If you do not wish to wait for the item, please contact us to cancel your order and we will refund the amount to you.

I have not received my order, or it hasn’t yet been delivered to me - what should I do?

If your delivery is overdue, then please contact us to let us know and we will look into this for you.

Do you deliver items to Northern Ireland, The Channel Islands, the Isles of Scilly and the Isle of Man?

We deliver to most postal areas in the UK, including Northern Ireland. However, we may not be able to deliver to certain postal codes due to unavailability of courier to these regions. We will let you know if we are unable to deliver to these places. Alternatively, you can CONTACT US to check if you can send an item to one of the above mentioned regions.

Are there any delivery restrictions?

We do reserve the right not to deliver an order if we believe the address isn’t valid, for example to a communal postal address or P.O. box address or incomplete address. We will let you know if we are unable to deliver to these places or contact you for a valid/correct address. We encourage you to include your mobile number when placing an order with us.

What are the terms for free shipping?

Shipping is free for all orders over £30(UK mainland). Please note FREE SHIPPING is only available for standard delivery, which is 3-10 days and does not qualify for next day special delivery delivery. If you wish to have next day delivery then this will be charged extra as per the Next Day Special Delivery costs.

Orders

Can I order more than the available quantities offered on the website?

Yes, we can certainly assist you with special orders. You can place orders for more quantities of items than that shown on the website by submitting an enquiry through our Contact Form on our website.

How do I know when a product is back in stock online?

If you email us, we will let you know as soon as we get new stock of the item.

How can I cancel my order?

We start working on your order shortly after it is placed — usually on the same day. If you would like to cancel it, please contact us as soon as possible. Please note, we aren’t able to cancel orders once they are already processed or already dispatched.

If your order is already dispatched and you then wish to return this to us, you will receive the refund minus the delivery charges or that which was applied. Unfortunately, we are unable to refund the delivery charges.

Can I place an order over the phone?

Unfortunately, we are not able to accept orders over the phone. However, if you are facing problems placing an order on our website, please feel free to get in touch with us via our Contact Form and we will do our best to make things easier for you.

How do I check the order status?

Your delivery experience is an essential part of our service offering to you. Once your item has been dispatched, we will send you an email to let you know, along with the tracking information.

Couriers we use for deliveries include Royal Mail. You can track your items through the Royal Mail website for information on your delivery.

If you require any assistance with regards to your delivery, please contact us.

Refunds

If I cancel my order and return my order, how will I be refunded?"

Your refund will be processed as soon as the item/s are returned to us. The refund will be processed by the same method that you originally paid. That is, if you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. If you paid online using PayPal or Clearpay, we will refund you through your PayPal or Clearpay account.

Please note if you return a items bought as part of a discount offer, you will be refunded the sale price of that item and not the regular price. If you were given free shipping but your order total was reduced after returning an item/items, then you will be charged for shipping and will receive a refund minus the standard shipping charges.

How do I know when a product is back in stock online?

Refunds can take from 2-5 days to up to 28 days (usually sooner), depending on how quickly we receive the items in its original condition.

Please see our Returns & Refunds Policy for more information.

Will I get refunded the delivery charge when I return an item?

If you return your order in full, then, subject to certain criteria outlined in our Refunds Policy, you may be entitled to a refund in some cases. Otherwise unfortunately, we will be unable to refund delivery charge

(Some products are not eligible for a refund or exchange – this includes personal and perishable products, as well as products which have had their tags removed or products that were damaged.)