RETURN POLICY
We hope you love your ROMY pieces and they find a forever home in your wardrobe. However, if you change your mind for any reason, we accept returns, for a refund or store credit, within 14 days from the delivery date, under the following conditions:
AUSTRALIAN ORDERS
You have 14 days from the date of delivery to lodge and return your order.
Returns for refunds will incur a charge of $10 for the cost of the return shipping label (in Australia), that will be deducted from the refunded amount.
Exchanges will incur a charge of $10 for the cost of the return shipping label (in Australia), with your new order being dispatched free of charge. Please note: faulty returns will be free of charge.
Sale items are not eligible for a refund. Sale items can be returned for a credit note or size exchange only. Sale items are any styles marked only as “Sale” on the product page or discounted during a flash or promotional sale with a code or automatic discount.
Final Sale marked as "final sale" are not eligible for refund, exchange or store credit.
Returned items must be unworn, unused and in perfect condition with all original tags and packaging attached. Items that don’t meet these standards risk being returned to the customer.
You will be refunded via the method of payment used only. If you used a gift card to partially pay for your order, the refund will firstly go back onto the gift card and any remaining balance will be returned to your alternative payment method.
Once your return has been approved we will issue an Aus Post standard shipping label, you must lodge your Return within the 14 day return period window, then please allow 5-10 working days for your return to be received back to us.
Ensure your return meets the conditions of our Returns Policy and complies with the above points before lodging your return.
NEW ZEALAND + UNITED STATES ORDERS
Returns for refunds and store credits for New Zealand + USA orders are at the customer's expense.
Exchanges are not available for New Zealand + USA orders.
For returns on your order, please email us at hello@romythebrand.com
ORDER CHANGES + CANCELLATIONS
Once we have received your order, it cannot be cancelled. We will do our best to accommodate any order changes, however, once the order has been processed and dispatched we are unable to make any order changes or apply discounts.
LOST, DAMAGED OR FAULTY
If you have an issue with your product or delivery, please contact us immediately to discuss your options at hello@romythebrand.com.
T&C's
Returns received outside of 14 days (for full price) may be accepted at the sole and absolute discretion of Romy.
Returned items must be unworn, unused and in perfect condition with all original tags and packaging attached. Garments received soiled or with make-up marks will not be accepted for exchange or return and will be sent back to the customer at the customer’s expense.
Returns sent outside of the Return Request process must be sent via registered post or by other such means or carrier of your choice, which provides proof of posting and delivery. All returns or exchanges sent to Romy must have a valid tracking number. Romy is not liable for items lost in transit. If Romy has supplied your return shipping label, you do not need to provide tracking details.
Where the items fail to be of acceptable quality, and the failure does not amount to a major failure, Romy is entitled to choose between providing you with a repair, replacement or other suitable solution. Exchange of items is subject to availability. Romy classifies items to be faulty (i.e. not acceptable quality) if they are received damaged, or where a manufacturing fault occurs within 3 months of purchase. Items that are damaged as a result of wear are not considered to be faulty.
Romy will issue a refund to the original card used for purchase within 7 business days of receipt of a return, less incurred shipping costs. A refund for faulty items will include the full value of the items returned, including the relevant taxes, shipping or return delivery costs.
For international returns, Romy recommends indicating on the packaging that the items are intended ‘Returned Goods’ to avoid additional custom duties and taxes. Please ensure adequate insurance is taken for the safe delivery of your order. All international customers are obliged to pay for their goods to be returned.
None of the above affects your rights under Australian Consumer Law. Our pieces may come with guarantees that cannot be excluded under the Australian Consumer Law, for example you may be entitled to an exchange or refund for a major problem with your piece (or in some instances, repair or replacement if the pieces are not of acceptable quality) and compensation for any other reasonably foreseeable loss or damage.
CUSTOMER CARE
CUSTOMER CARE HOURS
Monday - Friday | 9am to 5pm AEST
RETURNS PORTAL
Request your return here.