Returns Policy
At Runway Room we have poured our heart and soul into our products and want you to love them as much as we do. If for any reason your purchase isn't quite right, please notify us, as we're here to help!
Email: info@runwayroom.com
Change of Mind
We offer change of mind returns for store credit or exchange only.
To qualify, products must be returned within 14 days of purchase in their original packaging and unused.
We do not offer refunds for change of mind.
Return shipping costs are the responsibility of the customer.
EU & EEA Customers: Your Right of Withdrawal
If you are a consumer resident in the EU or EEA, you have the right to withdraw from your purchase within 14 days without giving any reason, in addition to the change of mind terms above. This statutory right takes precedence for EU and EEA consumers.
The withdrawal period expires 14 days from the day on which you, or a third party you nominate other than the carrier, take physical possession of the last item in your order.
To exercise this right, inform us of your decision by a clear statement. You can request a return or cancellation from your account on eligible orders, or email info@runwayroom.com with your name, order number, order date and the items concerned. A model withdrawal form is available in our Return and refund policy.
We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we receive the goods back or you provide proof of return, whichever is earliest. You must send the goods back without undue delay and no later than 14 days from notifying us. You bear the direct cost of returning the goods, and are only liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Choosing Your Shade
We want you to feel confident in your selection. We recommend using our shade matching tools available or contact our team for personalised guidance prior to purchasing.
You can reach us via our Live Chat, Email or Social Media. Simply snap a pic of yourself with little to no makeup, and in natural lighting, to the below and we can assist with any shade enquiries.
Email: info@runwayroom.com
Socials: @runwayroom
Faulty or Damaged Item
If your product arrives damaged, faulty, or has been mis-packed by Runway Room, please contact us at info@runwayroom.com with your order number, details, and images. Our team will assist you further with a replacement.
Returns Address:
Send the item back via registered mail to:
Runway Room Returns
11 Duigan Drive, Moorabbin Airport VIC 3194
Your experience with Runway Room means everything to us. If you need support at any stage, please don’t hesitate to reach out - we’re always here to help.