Frequently Asked Questions.
01. The order
How do I place an order?
To place an order, simply browse our products, add your desired items to the cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase.
Can I modify or cancel my order?
Yes, you can modify or cancel your order within 24 hours of placing it. Please contact our customer service team as soon as possible to make changes.
What payment methods do you accept?
We accept various payment methods, including VISA, Mastercard, Apple Pay, Google Pay.
Is my payment information secure?
Yes, your payment information is secure. We encrypt the data transmitted between your browser and our website, ensuring that your information is protected from unauthorized access.
02. Shipment
Where do you ship to?
We ship worldwide. Shipping costs and delivery times vary depending on your location.
How long does it take to process an order?
Orders are typically processed within 5-7 business days. You will receive a confirmation email once your order has been shipped. Normally, we will ship your order within 7-14 business day.
How can I track my order?
Once your order is shipped, you will receive a tracking number via email. You can use this number to track your order on our website.
03. Returns, exchanges and complaints
- The product is damaged/defective.
- You received a product that is not what you ordered.
- You ordered the wrong product (only exchanges for products of the same or higher price and unopened new products are accepted).
The returned or exchanged product must be unused, complete, and in its original packaging. If the product is damaged, missing parts, not in its original packaging, or shows signs of improper cleaning, we reserve the right to refuse the return or exchange.
Note: Any product that has not been applied for and confirmed for return/exchange, or does not meet the return/exchange conditions, will not be processed. For local returns sent back to us without our permission, we will return them via SF Express with freight collect, without further notice. Customers will bear any costs and risks incurred.
We do not accept returns or exchanges under the following circumstances:
- The product is not in its original packaging, has been damaged, broken, or is incomplete due to human actions, is no longer in new condition, or has been used.
- The same product, but due to different production batches, the packaging, color, and appearance may slightly differ from the photos we posted, but this does not affect the use of the product.
- Any free gifts, trial gifts, products redeemed with shopping credits, all consumables, and products with hygiene concerns.
- Products that have already been exchanged once or returned due to a change of mind.
- Gifts and redeemed products cannot be exchanged for cash or other products.
- There may be color differences between the product and the photos. Please understand that factors such as different computer and mobile screens, lighting during photography, and camera settings may cause color differences. The product color is based on the actual product.
- If the same product is sold out, it can be exchanged for a product of equal or lower value than the original purchase price, or the price difference can be paid for a higher value product. If exchanged for a product of lower value than the original, the balance will not be refunded. (The product value is based on the unit price on the day of the return/exchange application).
- Personal items and all consumables are not eligible for return or exchange due to hygiene concerns.
- For Loop Global Limited reserves the right to amend these Terms and Conditions from time to time without prior notice.
- In case of any dispute, the decision of For Loop Global Limited shall be final.
- In case of any inconsistency between the Chinese and the English version, the English version shall prevail.
- If you receive a product that is defective, damaged, or incorrect, you can apply for a return or exchange with our customer service within 7 days of receiving the product (including weekends and public holidays). Once the application is verified to meet ROMEOW HK return/exchange conditions, we will assist you in arranging the return or exchange of the product. Late applications will not be accepted.
- All costs incurred from returns or exchanges must be borne by the customer (including round-trip shipping fees or any price differences for exchanged products).
To protect the rights of both parties, please contact our customer service to obtain approval for the return/exchange before proceeding. Provide the following information to verify eligibility:
- A screenshot of your email order details (returns/exchanges will not be accepted without this proof).
- Photos or videos of the product and packaging from different angles.
- The reason for the return/exchange.
Before sending the return, ensure that the product and packaging are intact. Also, make sure the return address is correct. Provide a photo of the return package (clearly showing the return address to avoid disputes caused by incorrect addresses). After sending the return, provide a tracking number that allows full tracking of the shipment. (Note: If the approved return/exchange is not sent within one week, your return application will be automatically canceled).
Once we receive the returned product, we will inspect it within 3 days (excluding weekends and public holidays) to ensure it is intact (including the product, all tags, and internal/external packaging). If the returned product meets our return conditions, we will arrange for a refund of the product price (excluding shipping fees).
Are there any other important notes regarding returns/exchanges?
- We reserve the right to refuse any unauthorized return/exchange requests.
- The return/exchange policy does not apply to products during special events or promotions. Details will be specified in the relevant events.
- The return/exchange policy may change due to legal requirements, product types, or special circumstances. We will notify customers on our website in a timely manner.
04. Account and Support
Do I need an account to place an order?
No, you can place an order as a guest. However, creating an account allows you to track your orders and save your shipping information for future purchases.
How can I contact customer support?
You can contact our customer support team via email at [email protected]. We are available Monday to Friday, 9 AM to 6 PM.