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    FREQUENTLY ASKED QUESTIONS


    General Questions

    1. Why didn't I receive the 15% off coupon when I registered?

    The code is: 15%off. Please type it in the discount box when you check out. This code is only for your first order on Romwe.com.

    2. Will Romwe restock sold-out items?

    If the item still appears at Romwe.com, then we will probably get it back in stock. Normal restocking time is one week, but there are exceptions. Please check back in one week.

    3. Why there are so many single-size products?

    One size means the products fit most people. Our single-sized items normally fit people who wear sizes M and L (Medium and Large, respectively). Item sizes are described in as detailed a way as possible. You can check size information by clicking "SIZE & FIT".

    Payment

    1. How can I pay?

    Please click here to get more details.

    2. I'm having problems processing my payment with my credit card. How can I get my credit card to process the payment?

    Credit cards such as Visa, Mastercard, American Express, Discover, and JCD are accessible to payment. Before you pay for your order, please make sure you have an available balance and check the information you typed (Common problems include incorrectly spelled name) .If everything seems to be correct, please contact your card issuer.

    3. Is there any difference between Romwe coupons and gift certificates?

    There are 2 types of coupons: discount coupon and cash coupons. Both are usable only once and only at the time of purchase. Gift certificates can be deposited in your Romwe account and can be used at any time. Each order can only be associated with a single coupon and/or gift certificate. If you would like to multiple coupons to purchase multiple items, then please consider placing multiple orders for those items.

    4. How can I pay with freebies?

    Freebies are used in the purchasing process as a credit for your purchase. The Freebies are associated with a "Redemption Code" that you must enter in the "Checkout" screen when you purchase your items. Once entered, click "Activate". Type in the total purchase amount in the "Apply Amount" box. If you are our cooperated blogger, we will recharge freebies directly to your Romwe account via our freebie system. You can use the freebies directly during payment without extra operations.Freebies are usable for multiple orders if you do not use the whole amount in your current order.

    5. What is a PayPal account?

    PayPal account is an email address which is associated with your PayPal account. You can set up a PayPal account through PayPal.com if necessary.

    Shipping

    1. I still haven't received any notice regarding my recent purchase. How can I get shipping information?

    It will normally take us 3-5 business days to ship items. As soon as we have your package shipped out, we will send you an email containing the tracking information.

    2. Are there any customs taxes for packages shipped internationally?

    In general, free shipping to most countries will not incur custom taxes. We cannot guarantee that no taxes will be charged. If you have been charged, pleas feel free to contact us and we will try to help. If you choose express shipping to locations other than: USA, Canada, Australia, New Zea-land, and Singapore, Saudi Arabia, Mexico, and UK, there will be a big possibility that express shipping will cause customs taxes. Customs taxes associated with orders that use express shipping will not be normally paid by Romwe.

    3. How can I deal with my package if I do not want it because of the customs taxes?

    We would appreciate if you can contact the local customs tax office. If you do not retrieve the package, your package will be shipped back to Singapore, and we will be unable to retrieve it. If you are charged custom taxes, please send us a picture of the receipt, and we will offer you an appropriate compensation.

    4. I was noticed that my package has been detained by customs. What can I do?

    Regular Shipping: If your package was shipped with regular shipping, please contact the customs office to check what files they need to help it clear. Then you can contact us to give you the relevant files.
    Express Shipping: If your package was shipped with express shipping, the situation should be handled between the customs office and the express shipping company.

    5. How much time till I receive my order?

    Romwe is not able to change delivery speed of the shipping company. Each order should have an associated tracking number (or even 2 or more if your order is shipped separately). If you have not received your package in due time, please feel free to contact Romwe Customer Service.
    (1). For free shipping you are expected to get your package in 7-20 business days from we ship your package out.
    (2). For express shipping, you are expected to get your package in 3-10 business days from the date the order is shipped.

    6. Why didn't I get an email about my order being shipped.

    Sometimes it is because of the problem with the email sender. It will normally take us 3-5 business days to prepare orders for shipping. If you have not received an email about shipping 7 days after you placed the order, please contact Romwe Customer Service.

    7. The tracking service has not been updated for a long time. What can I do?

    Free Shipping: If the tracking service has not updated for at least 10 days, contact Romwe Customer Service, we will offer you an appropriate solution.
    Express shipping: If there has been no update for 5 days, please get in touch with our customer service team. Sometimes, packages are stuck during delivery because of unexpected circumstances.

    8. The tracking service shows that the attempted delivery of my package was unsuccessful, (or my package has been returned back to sender). What can I do?

    Contact our customer service, asap. Your package may have been sent back to us because the deliveryman was unable to reach you, or there was an error with the shipping address. We will offer you an appropriate solution according to your situation.

    9. The tracking service shows that my package has been delivered, but I did not receive anything. Why is this?

    Please ask your neighbors if they have signed for your package.
    Check for your package at your local post office. Remember to bring your ID!
    If you still cannot find your package, please do not hesitate to come back to Romwe Customer Service.

    10. Please click here to check the status of your package.

    Return

    1. How can I return something?

    Read Romwe's Return Policy carefully.
    Contact our customer service (we recommend via email: return@romwe.com) to let us know the reason for your return and which items you would like to return back.
    We will provide you with a RMA number and the return address via email. We will also tell you how to process the return in the email.

    2. Can I have a full refund for the return?

    We will provide a full refund according to the terms in our return policy. In general, we try to be as flexible as possible on refunds, however please note that the customer is responsible for return shipping.

    3. Can I ship my return by regular shipping, since express shipping is so expensive?

    You can return your package either by regular shipping or express shipping. We do not care if there is a tracking number or not. We recommend returns go through local post office. This should ensure that your package arrives safely.

    4. The item I received is not what I expected, because it looks different from the picture on your website?

    Some common reasons why items look different:
    (1). Color: Different computer screens create color differences
    (2). Shape: Items look different on the flat computer screen than in real life. Please try it on to see if it works for you.
    (3). If you are still not satisfied:Contact Romwe customer service.

    5. Can I exchange the item I received for a bigger/smaller size?

    Exchanges are not available. Please refer to our return policy for information about how to return your item.

    6. When will I get my refund?

    Normally, refunds are completed 7 business days from the day we promised to handle your refund. Please note that orders places with credit cards through PayPal may experience additional delays, as the money needs to be transferred between those parties.

    7. Can Romwe provide my refund directly to my credit card (not through PayPal to my credit card)?

    All refunds are process through PayPal.
    (1). If your used a credit card to place your order, your refund will be processed through PayPal, and back to the original credit card used.
    (2). If your order was placed greater than 55 days ago, you have to provide a valid PayPal account. In general, we only need the email address which is associated with your PayPal account.