FAQ's
My Order
I want to cancel my order/ can I cancel my order?
You can cancel your order within 30 minutes of placing your order. If you missed this deadline and your order is yet to be shipped, please contact us as soon as possible here.
If your order has been shipped, it cannot be cancelled/changed. Please double check all details before placing your order.
I did not get an order confirmation email
Please check the spam/promotions section of your email. If the email is not there, you may have accidentally entered a typo in your email or used an invalid email.
Please email us at- contact@romeelashop.com with your Full Name, Address, and another email so we can resend you the confirmation email.
I want a tracking update on my order
To track your order, please click here.
If your item has been dispatched, please wait 2-3 working days for an update.
For international orders, please note that when your item is travelling through air, it may take 1-2 weeks to update depending on the country you are located in.
You will see your next tracking update when the parcel has arrived in your country. In some countries it will be delivered in 2-5 days, and in others it can take over 2 weeks depending on how strict your local customs are.
My order has been returned to sender
Please note: shipping will not be refunded if the parcel has been returned to sender for not providing a sufficient/wrong address or not being available when the drive tried to contact you.
If you would like us to send you the order again, you will have to pay for shipping again, which we will send you an invoice for.
If your order qualified for free shipping, you will have to pay a shipping fee of £4.99 for a resend.
If your parcel was not delivered, is being returned to us and you would not like the items resent, the shipping fee will not be refunded. Your refund will be the total of the products in your parcel.
What is a pre-order?
A pre-order is an item subject to waiting times as it is not in stock, therefore it will take a little longer to be delivered to you.
If you place an order with multiple items and an item is a pre-order, the order will be subject to pre-order waiting times.
Returns & Exchanges
Do you offer returns?
Yes, you can return your order to us within 14 days of receiving your order.
All items must be returned in the same condition that you received them, with all their original packaging and in a re-sellable condition.
Once we have received your item, it will take up to 14 days to process your return. You will receive an email once your refund has been processed.
Please see our full returns policy here.
Do you offer exchanges?
We do not offer exchanges. If you ordered the wrong size or would like to order something else, please follow our returns procedure, where we will refund you and then you can place an order again. This is to avoid any issues with product price differences.
How long do I have to wait to receive my refund?
If you are a UK based customer, please allow up to 14 days for us to process your return.
If you are an international based customer, please allow up to 28 days for us to process your return because it may take a little longer for us to receive your parcel.
We process returns as quickly as possible.
Product Information
How do I measure my ring size?
There are several ways to measure your ring size. Please check out our full Size Guide here.
When will this item be back in stock?
For any product/size that is out of stock, you are able to sign up for a restock notification by entering your email. We aim to restock products within 4 weeks.
I have sensitive skin, what jewellery would you recommend?
We only recommend our jewellery made with 925 Sterling Silver or Stainless Steel for those with metal sensitivities, as they are known to be hypoallergenic.
However, if you are aware that you have highly sensitive skin, and have had terrible metal reactions to the above in the past, we recommend that you do not purchase them. We take no responsibility or liability for any allergies caused as we are unable to know an individuals allergies or sensitivities.
Each product has the metal type in the description. Please carefully read each product description before placing an order.
For more information, please visit our materials page here.
If you require any further assistance, please contact us here.
How do I look after my jewellery?
A little care of your jewellery can go a long way. Please visit our jewellery care page here for all the information you need to keep your pieces sparkling longer!
Website Information
Do you ship to my country?
Yes, we ship worldwide using a tracked service so you know where your parcel is at all times!
How much is shipping?
We provide our customers with the most affordable yet prompt shipping possible (because who wants to wait forever to receive their parcel).
UK: FREE standard tracked 48 hour shipping
Europe: Standard tracked shipping- £9.70, FREE for orders over £100.
USA/Canada/Australia: Standard tracked shipping- £10.70, FREE for orders over £100
Rest of the world- Standard tracked shipping- £10.70, FREE for orders over £100.
How long does shipping take?
We generally ship out our orders within 48 hours from when you place your order.
Once your order has been shipped, here are the delivery time frame estimations:
UK- shipping should take 3 working days to be delivered.
Europe- shipping should take 3-5 working days to be delivered.
USA/Canada/Australia- shipping should take 5-7 working days to be delivered.
Rest of the world- shipping should take 7-10 working days to be delivered.
Please note: all time frames are estimations. During busy holiday periods, this is expected to be longer.
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Do I need to pay taxes/duties?
International orders may be subject to taxes/duties if your parcel is selected to be checked at customs. Please note: this is completely out of our control and the customs fees are to be paid by the customer.
How do I enter my discount code?
You are able to enter your discount code once you click checkout. You can add the discount code at the top where it says 'show order summary' or you can scroll all the way down and add your discount code in the section provided.
Only 1 discount can be applied per order.
Free item policy
To claim the free item from our 'buy 2 get 1 free' promotion, please add all the 3 items to your cart and one will automatically be free (unless we have a discount code needed to claim the free item).
Please note* Should you wish to return an item from your order as part of our 'buy 2 get 1 free' or 'buy 1 get 1 free' promotions, the free item must also be returned.
R O M E E L A reserves the right of final explanation/reserves the right to stop the freebie promotion at any point without prior notice.
How can I contact you?
Please feel free to contact us with any questions, we are more than happy to help!