Returns & Refunds
At Roamello, we want you to be satisfied with your purchase. This page explains how to reach us if something isn't right—whether you received the wrong item, your package never arrived, the product was damaged, you changed your mind, or you need a different size or colour. Because our catalogue and shipping routes vary by market, our support team confirms the exact return steps, eligible condition requirements, and refund details for your specific order before you send anything back.
General Return Eligibility
Items may be returned when they meet the condition and timeframe requirements communicated to you by our support team during your return request. You will receive written instructions on how to prepare and ship your item, including whether a return authorisation is required and who covers return shipping. Please do not ship items back without first contacting us at sura@roamello.shop.
Wrong Item Received
If you received a product different from what you ordered, contact our support team with your order number and a photo of the item and its packaging. Our team will verify the discrepancy and advise you on the next steps, including how the replacement or refund will be arranged and who covers any associated shipping.
Changed Your Mind
If you no longer want the item, reach out to us as soon as possible with your order number and the reason for the return. Our team will confirm whether your item qualifies for return based on its condition and the applicable timeframe, and will send you shipping instructions and any cost details before you send anything back.
Package Lost in Transit
If your tracking shows no delivery and the expected shipping window of 8–13 business days has passed, contact us with your order number and tracking reference. Our team will investigate with the carrier and inform you of the outcome, including whether a reshipment or refund is available. We do not issue refunds or replacements until the carrier investigation is complete.
Item Arrived Damaged
If your item was damaged during delivery, photograph the damage and the packaging immediately and send the images along with your order number to sura@roamello.shop. Our team will review the evidence and confirm the resolution—whether that involves a replacement, repair, or refund—and advise you on how to handle the damaged item.
Exchanges (Size, Colour, Style)
If you need a different size, colour, or option, contact us with your order number and the desired replacement. Our team will confirm whether the option is in stock and explain the exchange process, including any price difference and shipping arrangements. Replacement availability depends on current inventory.
How to Start a Request
Email sura@roamello.shop with:
- Your order number
- A description of the issue
- Photos if the item is damaged or incorrect
- The resolution you are seeking (refund, exchange, or other)
Our team will respond with specific instructions tailored to your situation.
After Your Return Is Approved
Once we confirm your return and receive the item (or verify the issue for lost or damaged shipments), refunds are processed to the original payment method. Order processing takes 1–3 business days. Bank or payment-provider posting times vary and are outside our control.
Contact Us
Roamello
LET 2 BUY HOLDINGS LTD
sura@roamello.shop
roamello.shop
2 BLAISE PLACE, CARDIFF, WALES, CF11 6JR, United Kingdom
We typically respond within 1–2 business days.