How can we help you?
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Placing Orders & Tracking
Q: What is your processing time?
A: Our team works on an estimated 5-10 business days* wherein an order gets processed start to finish. Within this period your order goes through quality checks, gets packaged with extra love and care and then arranged to be couriered to you – or alternatively, collected at our studios by you.
*some processing times are vastly quicker or slower depending on the product and external variables, which will always be communicated to you.
Q: Where is my tracking number?
A: If you haven't yet received a tracking number, that means your order is still in the queue for processing.
Your tracking number will be sent via email as soon as your order leaves our studio. This can take 3-5 business days depending on how and where your order will be delivered.
PLEASE NOTE:
We make use of external courier companies and estimated times of delivery are communicated to us via the couriers.
Q: Where is my order & how can I track the status of my order?
A: Your order will be shipped via a third-party courier service. Once your order is processed and leaves our studio, you’ll receive an email with a Waybill number that can be used to check your parcel’s progress. To track your parcel and get an estimated delivery time, just follow the link in the email.
Pick-Up Option: Orders will not receive a tracking number; however, our team in-studio will notify you once the order is ready for collection.
PLEASE NOTE: you have to wait to be notified by our team when your parcel is ready for collection so we can ensure the necessary arrangements are made so your order is ready and waiting for you.
For more information, visit our “Shipping Policy” or “FAQ” page.
Q: Can I change my order or edit my order?
A: We work to get your order to you as quickly as possible, so once your order is placed it's not usually possible to make any changes.
If you can immediately send us an email, we may still be able to update your address or contact details. We only have a short window where we might be able to make an update to your order, so please get in touch as soon as possible.
Q: Do you ship internationally?
A: Unfortunately delivery outside of South Africa is not available, we are however working on it.
Q: Can I cancel my order?
A: Unfortunately, orders can not be cancelled once payment has been made. If you change your mind about a product you purchased from us online, please wait until you have received your parcel to make the necessary arrangements for an exchange or refund*.
*exchanges and refunds will be measured against the policy, as stated on our website under “Return Policy” and “Refund Policy”
Q: The item I want says it is “Out of Stock” ☹
A: Some of our items are extremely popular and immediately sell out or sell out of your preferred size. In some cases, we decide to restock items and sizes due to popular demand, however, this is not a given.
If you really have your heart set on an item, please send our team an email to ask about the availability or possibility of a restock, because we don’t want you to miss out either!
Q: The item I added to my cart is now suddenly “Unavailable”?!
A: When you add items to your cart it doesn’t mean the item is reserved. The items will be available for anyone to purchase until you have checked out, paid and your order has been confirmed.
So, on occasion an item can sell out while you are shopping.
If you receive an error stating you cannot checkout due to an item being unavailable, you will need to remove this item from your bag so you can complete your order.
Q: What does a two-week pre-order mean?
A: We know that “waiting is the hardest part”, but the product you ordered is SO special that it either hasn’t been released yet OR it hasn’t reached our stock room yet as it is still in production – THAT’S how new it is.
But because you secured the goods before someone else you will be notified as soon as your item is processed and shipped within two-weeks of your confirmed order. This means there is no possibility of missing out on the latest and newest styles.
Q: I need my package urgently!
A: If you are heading somewhere special over the holiday season and want to ensure your parcel reaches you in time, please contact our team to make the necessary arrangements to either have your parcel shipped overnight or shipped to your holiday destination.
The same goes for when you want to wear your brand-new item to a party or special occasion. Either add an Order Note when checking out or send us an email to inform us about the urgency of your package – we’ll do our best to take care of the rest, but this unfortunately does not apply to the items that are on a two week pre-order time frame as we do not physically have the items yet
Returns
Q: How do I return my item?
A: Please send us a mail with your Return information to returns@theromanticcollective.com
We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it or credit your account, subject to the terms below. This policy applies to products bought from The Romantic Collective.
The Romantic Collective has a strict 7-day return policy. Meaning the customer must inform us within 7 working days upon receiving the product and courier the product back to The Romantic Collective.
We unfortunately have a non-negotiable no refund policy. After thoroughly inspecting the item we will gladly replace the purchased product if the product is still in stock or credit you in the form of a gift voucher to be used on The Romantic Collective online store to the same value as the original purchased product.
Q: What happens if my order is received damaged or incomplete?
A: A lot of love and care goes into processing and packaging your order, we sincerely apologize if your order hasn't arrived as it should have.
Please get in touch using the contact us button below so that we can assist you further.
To speed up the process make sure you include:
- Your order number
- Your full name and email address
- Details of the missing or damaged products
- A picture of your returns
- A photo of any damaged items
Product Questions
Q: How do I know what size I am?
A: There is a size guide on our website under “Size Guide”. Here you can find the measurements we use for production of all items.
If you would like to know the specific size the model in a campaign is wearing, feel free to send an email to our designer at elzet@theromanticcollective.com
Q: How can I find out what material your items are made of?
A: The product description section of the product page usually lists the product composition or the material it is made from.
If you can’t find this information in the product description, please get in touch with us and we’ll assist you with any further questions.
Q: I need an answer, immediately!
A: If you can't find the answer to your question via our FAQ page, you can contact our customer service team via email. Email addresses to the correct department can be found on the “Contact Us” page.
PLEASE NOTE: Please give our team sufficient time within working hours to escalate your questions to the correct department to be able to answer your question thoroughly.
General info - info@theromanticcollective.com
Product related queries - returns@theromanticcollective.com
Marketing & Collaborations - zelda@theromanticcollective.com
