FAQs | Product & Membership, & Other Info | Romer Skincare

FAQs

Products

Are Romer products for me?

All Romer products are ideal for all skin types and skin tones, and are formulated for optimal skin health for both men and women. Every formula is designed to be gentle to your skin and is dermatologist tested to ensure it is non-irritating and non-sensitizing.

Can I use Romer if I'm pregnant or nursing?

Many of our customers have enjoyed using Romer products through pregnancy and while nursing, but since everyone’s experience can be quite different, visiting your doctor for a personal recommendation is the best course of action. We always include the full list of ingredients on every product page, so you can consult your doctor and he/she can consider them for you.

How should I store my Romer products?

It is best to store Romer products (and natural products in general) in a cool, dry place – exposure to direct heat and/or sunlight can degrade the essential oils. While it’s not mandatory, our Senior Chemist recommends storing products in the fridge. Not only does it help make natural products last longer, the cool sensation feels great on the skin.

Where are your products made?

All Romer products are made in the USA.

Are your products tested on animals?

No! All of our products are Leaping Bunny Certified. Our ingredients and products are never tested on animals. We are intolerant of all animal cruelty.’

Are your products Vegan?

Most, but not all, of Romer products are vegan. Our cleanser includes Manuka Honey which comes from honey bees, all Romer products are cruelty-free.

Will you be releasing any new products soon?

Yes. For launch announcements we suggest signing up for our newsletter. Or email info@romerskincare.com as we would love to hear from you.

Orders

I'm having trouble placing my order.

We’re sorry to hear that! It may help to try closing your browser and starting fresh, but if you continue to have trouble, just email us at info@romerskincare.com so we can troubleshoot and help you place your order.

I'm having trouble with a promo code.

As a quick reminder, only one discount code can be applied per order, and each code can only be used once per customer. All discount codes are not valid on previous orders, auto-delivery items, and a few other promotional items. Other restrictions may apply. Please email info@romerskincare.com if you’re still having trouble!

Help! I need to cancel/edit my order.

We ship orders fast (same or next business day) so if you’d like to cancel your order, please let us know right away. Orders that have already shipped will need to returned to Romer before we can process the refund and customers are responsible for the cost of shipping.

Do you charge sales tax?

By law, Romer must charge sales tax if the customer’s billing address is located in a state where Romer has a legal presence, in this case Illinois.

Will I get an order confirmation?

You’ll receive an email confirmation when your order is received and a shipping confirmation when your order is shipped (with tracking information). If something doesn’t look right, please let us know right away so we can resolve it before the order ships.

When is my credit card charged?

Your credit card is charged at the time of purchase.

What forms of payment do you accept?

We accept American Express, Discover, MasterCard, and Visa cards. We also accept Paypal and Afterpay.

What do I do if my credit card keeps getting declined?

Please make sure your billing address is correct. If you still are having issues, reach out to us at info@romerskincare.com.

There's something wrong with my order.

All of our orders are packed and shipped with care and love, but if there’s something wrong with your order, please email us at info@romerskincare.com right away! It’s often helpful to send photos of the issue so our team can quickly assess the problem and help make things right as soon as possible.

How many units can I order?

In an effort to prevent unauthorized re-selling of our products, we limit our customers to 10 units per item over a 3 month period. If you would like to request a one-time exception to this policy for a personal occasion, kindly reach out to us at info@romerskincare.com to explain the purpose of your high-volume request. 

We reserve the right to cancel an order for any reason at any time, at our sole discretion. If we cancel your order. we will promptly refund any payment already made to us for the order in question.

Can I buy a gift card?

We love it when shoppers want to give the gift of Romer to their friends, and we’re so grateful that gift cards are such a popular choice. These can be purchased in increments of $25 and will be sent directly via email to your recipient.

It’s important to note that gift cards cannot be used on Autoship items. If you’ve received a gift card and would like to redeem it on a non-subscription item, you’ll have to place a separate order with your one-time purchase. Unfortunately, our system cannot process two orders at once, so if you’re buying both a subscription item and a one-time item, you’ll have to place two orders.

Please note: Gift Cards are not eligible for returns

Shipping

Where does Romer ship?

We currently ship to all 50 U.S. states through DHL Domestic Ground, DHL Expedited Air or FedEx 2 Day, and UPS Next Day Air (1 business day). Orders will ship using the shipping method selected at checkout.

Free/Standard

Standard

Expedited

Next Day

$0

$8

$12

$25

3-5 business days

Free Standard shipping on orders over $75

3-5 business days

Standard shipping on orders under $74.99

2-3 business days expedited shipping

*Not available for Alaska, Hawaii, US Territories or APO / AFO addresses

Next day shipping will deliver the following business day for all orders placed before 11am CT.

Orders typically take 3-5 business days to arrive, depending on the location. Delivery dates for Standard shipping services are estimated, but not guaranteed. To guarantee delivery by a certain date, please select an expedited shipping service at checkout.

Orders placed Monday-Friday before 2:00 PM Central will ship that day and orders placed after, or over the weekend, will ship out next business day.

 

How do I track my package?

To get updates on the status of your package, click the “Track Package” link in your shipping confirmation. Please allow up to 24 hours for the tracking number to be activated by the shipping carrier. 

Do you ship to APO/FPO/PO addresses?

Absolutely! Once you reach checkout you can fill in the Unit and Box numbers in the “Address” and “Address 2″ fields.  Make sure the country is set to United States and when applicable for APO / FPO click on the “State” dropdown to select either Armed Forces America, Armed Forces Europe, Armed Forces Pacific. 

What if I don’t receive my item(s)?

Please notify us immediately by emailing info@romerskincare.com to be considered for a replacement. We will open an investigation with our carrier to attempt to recover the package, which will take a minimum of 48 hours to resolve. If the package cannot be recovered, we will file a claim with our carrier. Full or partial refunds will only be given to orders for which the carrier has approved our claim. This process may take some time before it is completed. In the majority of cases, if our carrier determines that your package has been delivered, we are unable to ship a replacement. In the event this occurs, please contact us immediately so we may evaluate your request for a re-ship.

Not in the US?

We’re currently working on expanding our international presence, so email us at info@romerskincare.com to add your location to our waitlist! We can’t wait to be a part of your skincare routine soon.

Membership

What is Membership?

Membership is a way for you to ensure that you receive a regular delivery of your favorite Romer products. In addition to ensuring you never run out of your must haves- it is also a way to save 5% on every order!

We make our auto-ship program​ easy, full of perks, and hassle-free! Enjoy major perks like free shipping with every membership order, and extra savings built right in – no code necessary! You also get access to exclusive offers and sales.

You have full control over your account, so you will be able to edit, adjust, or cancel upcoming orders as long as you make them before any orders are renewed. Only one Auto-ship per account.

How often will I billed?

You will be billed on a 30, 60 or 90-day schedule.

Why can’t I use a discount code with my Membership order?

Since there is already a 5% discount built into all recurring items, we do not allow additional discount codes to be used in conjunction with them. If you have any of these items in your cart, the discount/ promo code field will in fact be disallowed upon checkout.

How can I edit my auto-ship order?

It’s very easy to make changes to your auto-ship order so long as you make them before any order is renewed! You can log into your account on romerskincare.com. Once you sign in, you’ll see your auto-ship preferences in a separate section, called MEMBERSHIP. You can click EDIT, then you will be able to change frequencies or skip shipments there. Our team is also available to help make any adjustments as needed, just let us know how we can help by emailing info@romerskincare.com.

Returns

What is your Returns policy?

As with most skincare products, your skin will take 2 weeks to naturally adapt. We ask that you wait this long to see the transformative effects of your Romer products and we stand by our products 100%. That said, If you are not completely satisfied with your Romer products, let us know by emailing us at info@romerskincare.com with your feedback and order number and we will make it right.

 

All exchange and return inquiries must be made within 30 days of receipt of product. Please note: We only process returns for products purchased via romerskincare.com. If 30 days have gone by since receipt, we can’t offer a refund or exchange.

 

Also, any UNused items purchased via romerskincare.com can be returned to us directly for a refund or exchange within 30 days as well.

 

Items purchased via specialty stockists or retailers must be returned to their original point of purchase.

How do I return something to you?

Should you decide to return or exchange your order you will be responsible for any additional postage.  When submitting items for return please place the item(s) in the original shipping box, or any other solid carton box. Close the box and tape it securely. You may ship your return with a carrier of your choice. For your safety, make sure to get a tracking number so that the carrier will refund you in the event of theft or loss during delivery to our warehouse. To complete your return, we require a receipt or proof of purchase.

Please send the package to:

Romer Returns

6565 Valley View St

La Palma, CA 90623

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping items over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Will you contact me when you’ve received my return?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

What should I do if I don’t see my refund issued?

We aim to handle all returns within 7 working days of receiving your parcel.


If you haven’t received a refund after 7 days, contact your bank / credit card company, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.


If you’ve done all of this and you still have not received your refund yet, please contact us at info@romerskincare.com.

Will you exchange my items?

We only replace items if they are defective or damaged. In the unlikely event that items in your Romer order are damaged, faulty or incorrect please contact our Customer Service team via info@romerskincare.com to arrange your product return or exchange and send your item to: Romer Returns, 6565 Valley View St, La Palma, CA 90623

I’d like to return products but received them as a gift?

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return provided the product is unopened and you have proof of purchase. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

To return your product, you should mail your product to: Romer Returns, 6565 Valley View St, La Palma, CA 90623

You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable.

Other

I can’t log in/lost my password!

If you find that you’re locked out, we recommend resetting your password. On your account’s login page, click ‘Forgot Password’ and you’ll be prompted to enter your email address. You should receive an email containing a link to reset your password. Follow the instructions by entering your new password and you should receive an email confirmation to notify you that your new password has been changed. If you’re still stuck, send us an email at info@romerskincare.com and we’d be happy to help.

Who can I contact about press opportunities / partnerships / carrying Romer in my store?

We can’t wait to connect! Please send an email to info@romerskincare.com. And make sure to follow us on Instagram @romerskincare to stay in the know.

Are you hiring?

We’re always looking for great additions to the Romer team! Send your CV and a personal note to info@romerskincare.com.