Refund policy

Start here: when did you receive your bag?

Every Romelle bag is quality checked before it reaches you. If something isn't right, we want to make it right. Tell us when your bag arrived and we'll point you to the right place.

Count from the day your bag was delivered.

  • Within 14 days

    For returns, exchanges, or a bag that arrived damaged or incorrect.

    Chat with Romelle on WhatsApp

  • More than 14 days ago

    For a construction issue such as loose handle stitching or broken strap hardware. Claims are reviewed under our 60-day Construction Warranty.

    Fill in the Claim Form

Returns within 14 days

Requests in this section must be submitted within 14 days of receiving your bag.

1. Manufacturing defects
A return may be requested if the product has a defect from the production process, including:

  • Loose or uneven stitching (beyond minor stray threads)
  • Broken or non-functioning zippers
  • Excessive glue that affects the bag’s functionality
  • Compartments that do not match product specifications

Requirements: the item must be unused, with clear supporting photos or video.

2. Damage during shipping
If your product arrives damaged in transit, such as:

  • Severe dents or structural deformation
  • Wet or damaged packaging that has affected the bag
  • Significant changes to the bag’s shape

Requirements: an unboxing video is mandatory. The product and original packaging must be intact and complete.

3. Incorrect order fulfillment
If we sent you the wrong color, model, or quantity, that’s on us. Romelle will cover all shipping costs for the replacement.

4. Change of mind
If you’ve changed your mind, we understand. A return may be requested under the following conditions:

  • The item is unused, unworn, and free from any scent, stain, or sign of use
  • Original tags, plastic, dustbag, and packaging are complete and intact
  • The request is submitted within 14 days of receiving the product

All change-of-mind requests are reviewed and subject to approval by the Romelle team. Items that do not meet the conditions above will not be accepted.

How to submit a return request
Reach out to our team through our official WhatsApp channel and include:

  • Your order number
  • Supporting photos or video
  • A brief description of the issue

Construction Warranty: 60 days

If the stitching, hardware (strap clips, rings, straps), or zippers of your bag fail within 60 days of receiving it, and the cause is not unusual wear, you will not be charged for the repair or replacement. We decide whether the bag is repaired or replaced, depending on its condition.

What is covered: loose handle or body stitching, broken strap clips or hardware, zippers that jam or come off the track, and failed glue or folds.

What is not covered: scratches, stains, perfume scent, faded color, excessive load, liquid damage, and bags that have been modified by a third party.

How to claim: fill in the claim form link with your order number, photos or video, and the date you started using the bag. We reply within 3 business days.

After 60 days
You can still submit the claim form. We will look at the condition of your bag and let you know the options available. If there is a repair fee, we will tell you upfront, before you agree to anything.

Product Exchange

An exchange may be considered if:

  • The product is unused
  • Original tags, dustbag, and packaging are complete
  • Replacement stock is available

All exchange requests are reviewed case by case by the Romelle team.

Not eligible

We are unable to process returns for:

  • Color differences due to screen settings or lighting conditions
  • Size expectations that differ from personal preference
  • Products that have been used, carry a perfume scent, or show scratches, stains, or signs of wear (for change-of-mind returns)
  • Return or exchange requests submitted more than 14 days after delivery (construction issues are covered under the Construction Warranty above)
  • Incomplete or missing required documentation
  • Minor imperfections within acceptable production tolerance, such as light creases from shipping or slight texture variations between production batches

Order Cancellation

Cancellations can be made before your order enters the packing process, typically within 1 hour of payment confirmation.

If a cancellation is requested after this window but before the order has shipped, we can still process it. However, a 3% transaction fee (3.9% + IDR 2,000 for credit card) is non-refundable, as it has already been charged by the payment platform at the time of purchase.

Once your order has shipped, cancellations can no longer be accepted.

Refund Processing

Once your return is approved and the item has been received and inspected, your refund will be processed within 7 business days.

Every request is reviewed individually. The final decision rests with the Romelle team, and if we can’t approve a request, we will always explain why. Thank you for trusting Romelle.