FAQs

We’ve got your back—find all the things you want to know, right here.

PLACING ORDERS

DO I NEED TO CREATE A ROMY TISA ACCOUNT TO PLACE AN ORDER?

You do not need to create an account to make a purchase. However, we recommend that you set up a ROMY TISA account to enjoy the benefits of managing your account which includes saving your payment information, address details and reviewing your order history.

HOW WILL I KNOW THAT MY ORDER HAS BEEN PLACED SUCCESSFULLY?

After you place your order, you will receive an email confirmation. Once the details have been verified, your order will be accepted, and the item will then be processed.

CAN I ORDER OVER THE PHONE?

Sorry but we don’t accept ordering via a phone call for now. But you can call us for any help if you need at (213) 510-0377.

CAN I INCLUDE GIFT WRAP WITH MY ORDER?

We are unable to provide specific gift wrapping with online orders, each item comes in a different kind of packaging to ensure the safety of the item.

PAYMENT & ACCOUNT

WHICH PAYMENT METHODS ARE ACCEPTED?

We accept PayPal, PayPal Express, Visa, MasterCard, American Express, Discover Cards at our checkout.

IS IT SAFE TO PROCESS THE PAYMENT?

We will treat all the information you share with us as private and confidential. It’s 100% safe and secure to process your payment. Besides all your information are protected via our SSL service.

HOW DO I CLOSE MY ROMY TISA ACCOUNT?

If you have any queries regarding your JIMMY CHOO account or wish to close this, please contact Customer Service and we will assist with the next steps.

HOW DO I UNSUBSCRIBE FROM ROMY TISA EMAIL UPDATES?

You can click to “Unsubscribe” on any email update received from us. Alternatively, you can contact us to remove you from our email list directly.

WHAT SHOULD I DO IF I’VE FORGOTTEN MY PASSWORD?

Please click on the ‘Forgot Password’ link on the ‘Sign In’ page and follow the instructions. Should you experience any issues with accessing your account following this, please contact Customer Service.

DELIVERY

CAN I ALTER MY DELIVERY ADDRESS ONCE THE ORDER HAS BEEN PLACED?

Depending on the status of your order, we may be able to change your shipping address. For this circumstance please contact us as soon as possible.

WHICH COUNTRIES DOES ROMY TISA DELIVER TO?

Generally, we deliver to the whole world. But please do contact us if you are from some special countries.

HOW CAN I TRACK MY ORDER?

Once your order is dispatched, we will send you a confirmation email along with your unique tracking number. You can use that number to track it here.

WHICH CARRIER DO YOU USE?

All orders are shipped with YunExpress, DHL and Fedex.

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?

If you think you have received a defective or incorrect item, please contact Customer Services with the following information:

Your proof of purchase/order number
A short description of the issue
Supporting images

RETURNS & EXCHANGES

WHAT IS THE RETURNS POLICY?

For full details of return and refund policy, please check our refund policy page.

HOW DO I RETURN OR EXCHANGE AN ITEM?

For full details of how to return or refund or do an exchange, please check our refund policy page.

CAN I RETURN AN ITEM PURCHASED IN THE SALE?

In most cases, sales item is not refundable.

COVID 19 UPDATE

AM I SAFE TO RECEIVE THE PACKAGE?

100% safe guaranteed. We sanitize every package before ship out.

WILL THERE BE ANY DELAY DUE TO COVID-19?

In general, all shipments will be delivered in time.

Hong Kong Company: ROMYTISA LIMITED

Company Address: ROOM 1802, BEVERLY HOUSE 93-107, LOCKHART ROAD WAN CHAI, HONG KONG

Phone: (213) 510-0377

Email: [email protected]

Working Hours: 8:00 PM-12:00 AM EST Monday – Friday

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