FAQ – ROMAN USA

Purchasing Online

Can I cancel or modify my order?

Yes! Orders can be cancelled or modified before they have shipped. Items that have shipped must be returned upon receipt.

Orders that have not yet shipped can be cancelled by contacting 703-348-3223 between these business hours (10AM - 9:30PM EST Mon-Sat, 11AM - 7PM EST Sun) or by emailing roman@shoproman.com, as soon as possible. Please allow 7-10 business days for your refund to be processed if a cancellation has been made.

Do you offer gift cards?

Gift cards can be purchased online at at all ROMAN stores. Click here for our store locator. All gift cards can be used in store and online by entering the card information at checkout. To gift a product directly, you will have the option to include a personalized gift message and exclude the price from the order invoice at checkout.

Do I have to set up an account to place an order?

No, you do not need to set up an account to make a purchase.

Registering for an account is simple and gives you access to exclusive benefits. By creating an account, you’ll automatically join our loyalty program and start accumulating points. Click here to learn about our loyalty program. Account holders can also save payment and address book information to their profile for quick easy checkout.

To create your account, click here.

How do I redeem a promo code or gift code?

You may redeem your promo or gift code at checkout. For personalized offers and coupons, create an account to join our loyalty program. Members receive $20 on their birthday and access to special sales.

Product Information

What if a product or size is out of stock?

If a product you would like to purchase is out of stock, contact us at roman@shoproman.com. We do our best to accommodate all requests and place special orders when possible.

Can I get alterations at a ROMAN boutique?

Yes, each ROMAN boutique is ready to assist you with fast and simple alterations. Click here to locate your nearest ROMAN boutique. Unfortunately we cannot offer alterations for online purchases.

How do I care for and repair ROMAN products?

All ROMAN products are made from high-quality materials that are simple and important to care for. We advise that you read the label for care instructions and reach out to us with any questions.

Will I be charged sales tax?

ROMAN charges state, local and county taxes on online transactions based on your location. The actual sales tax will be calculated when your order is shipped and may slightly vary from the estimated tax at checkout.

Payment

Which payment methods do you accept?

ROMAN accepts the following forms of payment: Visa, MasterCard, American Express, Discover and Paypal. We are unable to accept checks cash or money orders.

When will my credit card be charged?

Your transaction will be charged to your card once we have verified your card details with your financial institution, received credit authorization, and prepared your order for shipping. Please allow up to two business days to receive shipping information.

Will I be charged sales tax?

ROMAN charges state, local and county taxes on online transactions based on your location. The actual sales tax will be calculated when your order is shipped and may slightly vary from the estimated tax at checkout.

Shipping & Delivery

Is shipping free?

Yes! ROMAN offers free ground shipping for all purchases.

Which shipping options are available and what are the fees?

Ground shipping via UPS is is free for all online purchases. Orders are that are shipped UPS ground generally take 4-7 business days for delivery.

Can I ship internationally?

We do not currently offer shipping outside the United States.

ROMAN USA is an extension of ROMAN, our parent company with over 70 locations worldwide. Click here to locate a ROMAN boutique near you.

Click here to locate a ROMAN boutique near you.

Is a signature required upon delivery of my order?

All orders are delivered by UPS. You only need to sign for packages in certain areas. Please contact UPS for more information. If you are unavailable to sign for your package, the driver will leave a door tag on your door, informing you of the delivery attempt. The driver will make a total of three delivery attempts on three consecutive business days and temporarily hold at a location near you. If you are still unavailable to sign for your package, the package will be returned to sender. Please note that ROMAN is not responsible for unanticipated UPS delays.

How can I track my order?

ROMAN will send you an email during the order process to keep you informed of the status of your purchase. You can also login to your ROMAN account to check this information. To estimate the total delivery time, please refer to your tracking number.

How long before my order ships?

Most items will be shipped within 24 hours of purchase. Please allow up to two business days.

Returns

Do you offer free returns?

Yes! We offer free shipping and returns for all ROMAN purchases.

What is your return and exchange policy?

We can provide a refund or exchange for returns that are postmarked within 15 days of purchase. After 15 days, we cannot offer a refund or exchange. To be eligible for a return, your item must be unused, with tags, and in the same condition that it was purchased.

Sale & discounted items, customized orders, altered apparel, gowns, jewelry, and accessories are all final sale and not eligible for return or exchange.

Once your return is received and inspected, we will notify you on the status of your refund. Once approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.

When will I receive my refund?

If you have not received your refund, first contact your credit card company. It may take time before your refund is officially posted. If you still have not received your refund, please contact us at roman@shoproman.com.

How do I return an item?

To complete your return, we require a receipt or proof of purchase.

To return a product, login to your ROMAN account to generate a free return label and receipt for shipping via UPS. You will need to print this return label and adhere it to the outside of the package. Please also include the receipt with purchase details in the package with your items.

If you prefer to pay for return shipping via another carrier, please include your receipt or proof of purchase with your return and mail it to 8029 Tysons Corner Center, Mclean, VA 22102.

Can I return an item that I bought online to a ROMAN boutique?

No. Online purchases cannot be returned in store and must be shipped back with a receipt or proof of purchase.

Can I return sale items?

Only regular priced items are eligible for a refund. Sale items cannot be refunded or exchanged.

Can I exchange or return an item gifted to me?

If an item was purchased as a gift, you may return or exchange the item within 15 days of purchase (see our full return policy). Once the item is received by ROMAN, you will receive a digital gift certificate for the value of your return to be used towards future purchases. This code can be entered at checkout.

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