Contact Romma
We always love to hear from you. Whether you have questions regarding our unique scent profiles, your recent order, or simply wish to share your experience with our collection, your feedback is a vital part of the Romma story.
Please fill in the details below, and a member of our team will assist you as soon as possible.
Get In Touch
For general questions, order updates, or detailed assistance, please send a direct email to our dedicated support team.
Email:
info@romma.co.za
WhatsApp Support:
If you require immediate assistance or prefer a quick chat, reach out to us on our official WhatsApp line.
WhatsApp:
084 726 7400
Call:
Delroy: +27 (76) 291 5262
Eulis: +27 (64) 831 5384
Our Operating Hours
Our team is available to assist you during the following times:
Monday – Friday:
08:00 – 16:00
Saturday:
09:00 - 13:00
Sunday:
Closed
Romma Refund & Shipping Policy
1. Shipping Policy
We are committed to delivering luxury scents efficiently across South Africa.
National Delivery: We offer fast, secure shipping nationwide.
Fulfillment: All orders are dispatched from our distribution hub to maintain the highest quality standards.
Operating Hours: Our logistics team operates Monday to Saturday, 08:00 – 16:00.
Sunday Policy: We remain closed on Sundays.
Non-Refundable Costs: Shipping fees are paid to third-party logistics partners and are non-refundable.
2. Eligibility for Returns and Exchanges
To qualify for a return or a valid exchange, items must meet the following criteria:
Condition: Items must be unused, unopened, and in the same condition as received.
Timeframe: The process must be initiated within 7 days of delivery.
Process: To start a return, kindly email info@romma.co.za with your unique order number.
3. Strict Exchange Policy
Please note that we do not offer exchanges for personal preference or a change of mind.
Exchanges are strictly limited to the following circumstances:
Damaged Items: If a bottle arrives damaged, it must be reported with photographic evidence within 24 hours of delivery.
Incorrect Dispatch: If the incorrect fragrance was dispatched by our team.
4. Costs Involved
For Approved Returns (Refunds): A fee of R150 plus a 10% handling charge is deducted from your total refund.
Promotional Items: All items, including promotional gifts or free items, must be returned.
For Approved Exchanges: A fee of R150 is added to your original order to cover new logistics.
Limitations: Only one exchange is permitted per order.
Exclusions: Promotional gifts or free items cannot be exchanged.
Purpose of Fees: Shipping costs cover delivery and collection services; handling fees cover the management of returned items, as these cannot be resold as new.
5. Refund Process
Refunds are processed only after the returned items have passed a quality inspection.
Timeline: Once approved, refunds are processed within 3 business days.
Payment Gateways: Processing times for gateways like Paystack, PayJustNow, or Peach Payments vary depending on the provider.
Banking Details: If additional banking information is required to complete the transfer, our team will contact you directly.
6. Non-Returnable Items
To protect the health and safety of our customers, the following are excluded from returns or exchanges:
Items not in their original, sealed condition or those missing parts for reasons not due to our error.
Health and personal care items, specifically opened or sprayed fragrances.
Sale items: Only full-priced items are eligible for a refund or exchange.