Frequently Asked Questions

  • What payment methods do you accept?
  • Can I place an order without creating an account?
  • Can I return or exchange an item?
  • Where is my refund?
  • Where is my order confirmation?
  • How do I return an item?
  • Why has my order been canceled?
  • How do I cancel my order?
  • My order has arrived but it’s not as I expected. What can I do?
  • Can I change my order?
  • How long does it take to return an item?
  • When will my order arrive?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?

Payment

What payment methods do you accept?

We accept Visa, Discover, Mastercard, American Express, Paypal, Venmo, Google Pay, Shop Pay, and Apple Pay. We also offer Buy Now, Pay Later options through Sezzle and Afterpay.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten business days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://shopromari.com/account/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@shopromari.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been sent there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, payment, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. 

How do I cancel my order?

Please note, there is only a short period of time between when you place your order and when we start processing it.

If you contact us right after ordering, via support@shopromari.com we may be able to cancel your order before it’s processed. If your order has already shipped, you must go through the return process.

All orders are typically shipped by 3 pm the same day for all orders placed by 2 pm. All other orders will be shipped by 3 pm on the following business day. 

All canceled orders will be refunded to the original payment method.

Can I change my order?

Please note, there is only a short period of time between when you place your order and when we start processing it.

If you contact us right after ordering, via support@shopromari.com we may be able to change your order before it’s processed. If your order has already shipped, you must go through the return process.

Only size and color may be changed, if available. Otherwise, you may request to cancel the order.

All canceled orders will be refunded to the original payment method.

 

When will my order arrive?

All orders should be expected to be delivered within three to ten business days, not including national holidays. 

What countries do you ship to?

We only ship within the United States.

How much is shipping?

We charge a flat fee of $5 for standard shipping via USPS. Any orders, $50 and more qualify for free standard shipping. 

Can I track my order?

Yes. After your order has shipped, you will receive a delivery confirmation with a tracking number. You will then be able to track your order via the USPS tracking page or by clicking here.

You can also find our tracking page at romari.aftership.com or click Track Your Order at the bottom of this page. 

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused, and contained in its original packaging with all tags and labels attached, if applicable. 

An exchange can only be made for the same item. Only size and color may be changed, if available.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Once your return is received and accepted, refunds will be processed.

Your reimbursement will include the value of the items returned but will NOT include any shipping.

We will notify you once the process is complete through email.

To start your claim, email us at returns@shopromari.com.

How do I return an item?

To start a claim, email us at returns@shopromari.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will begin the return process. 

Please note: 

Items must be returned in the original packaging (if applicable). Items must also be unused and in resellable condition.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Once your return is received and accepted, refunds will be processed.

Your reimbursement will include the value of the items returned but will NOT include any shipping.

We will notify you once the process is complete through email.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via support@shopromari.com with the details. We’ll respond within 48 business hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached, if applicable. 

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item, but it can take several days for your bank or credit card provider to process the refund into your account or onto your card.