FAQ
Frequently Asked Questions
| 1. Q: |
Do I need an account to purchase? |
| A: |
No, you don¡¯t need to register to shop online at
romanticugg.com. However, registering makes checking out faster as
your details come up automatically. You will also be able to track your
orders and review past purchase. |
| 2. Q: |
I have general problems when accessing or buying from your website. |
| A: |
We continually monitor our website, however, occasionally technical
problems occur. Please contact customer enquiries at sale-shoesbags@hotmail.com. |
| 3. Q: |
What happens if a product is not available? |
| A: |
Due to the popularity of some product exclusive we may sell out at
times of an item you wish to purchase. Should additional product become
available we will redisplay this on the website. Back orders will not be
accepted. |
| 4. Q: |
What forms of payments do you accept? |
| A: |
Credit Cards ¨C Visa, MasterCard
Bank Transfers ¨C Please email us for bank details if you choose this one
You can enter your credit card number via our secure server with the assurance that all information is secure and safe. |
| 5. Q: |
How will I know when payment has been deducted? |
| A: |
Payment is automatically debited at the time of purchasing. |
| 6. Q: |
What shipment methods do you offer, and how long will it take? |
| A: |
We ship order via EMS, TNT, and DHL usually. International order will
take 5-9 working days from purchasing; it depends on what kind of
methods you choose from. Free Shipping offer is valid on EMS and it
takes 5-7 days. If you choose 3-5 business days, i.e. DHL, $18 will be
charged for per pair shoes. Shipments of orders to Netherlands and Italy
are shipped via DHL only. |
| 7. Q: |
Why am I getting an error when I try to pay with my credit card? |
| A: |
If you are trying to checkout using credit card as your payment
method but receiving an error, please go back and place an order again,
your previous orders placed without payment should be cancelled within
24 hours. Please check with your credit card company to verify that your
card is in good standing if your three orders or more did not go
through. |
| 8. Q: |
What are your shipping costs? |
| A: |
Delivery and postage is free on all the orders. This applies to the following countries only,
Australia,
Belgium, Canada, Denmark, Finland, France, Germany , Greece, Greenland,
Hong Kong, Ireland, Japan, Korea, Luxemburg, Malaysia, New Zealand,
Norway, Portugal, Spain, Sweden, Switzerland, Taiwan, United Kingdom,
United Stated
The goods will generally be delivered within 12-24
hours of acceptance of the order. Orders could not be cancelled once the
goods shipped. We do not deliver to PO boxes as a signature is required
on delivery.
Please check with our shipping policy for more details. |
| 9. Q: |
I have some problems when I am processing my order, what can I do? |
| A: |
Please ensure that you enter the correct billing address. The most
common problems occur when customers fail to enter the full ¡®Billing
Address¡¯.
Please also ensure that you enter the Card Holder Name
correctly (as seen on the card) as this can also affect an order
processing. |
| 10. Q: |
Will I need to sign for my order on delivery? |
| A: |
Yes, all deliveries must be accepted in person and signed for on
delivery. If you are not in when the item arrives, the courier will
leave you a card and you can ask to arrange another day for delivery. |
| 11. Q: |
How can I track my order? |
| A: |
We will email the tracking number once your product is dispatched, please check your email box frequently. |
| 12. Q: |
How do I cancel my order? |
| A: |
Please email to sale-shoesbags@hotmail.com within 6 hours of purchasing, you will
be notified of the refund via email once successfully cancelled. Please
note: we are unable to cancel an order once we have shipped it. |
| 13. Q: |
How can I change my order once it has been placed? |
| A: |
At romanticugg.com, we know that last minutes details sometimes
complicate life for coaches and Ugg boots ordering process. To change
aspects of your order, email us at sale-shoesbags@hotmail.com as soon as you are
aware of the changes to be made. We will work as hard as we can to
update your order (within a reasonable time frame after placing the
order) to accommodate you and make your experience with
romanticugg.com satisfactory. |
| 14. Q: |
What is your return policy? |
| A: |
Please contact our Customer Service Department via email or msn
within 6 hours of purchasing, if you need to cancel your order. But
please be advised that some orders are shipped very soon after
placement, it will not always be possible to make changes. |
| 15. Q: |
What can I do if my product is faulty on arrival? |
| A: |
We take great care to ensure your goods reach you in perfect
condition. However in the unlikely event a product is damaged please
contact us immediately by Email with your details to enable us to
arrange an exchange. |
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