Returns, Exchanges & Refunds

Returns, Exchanges & Refunds

We want you to feel confident when shopping with The Romantic Tour Merch. If there is an issue with your order, please contact our customer service team and we will review your request as quickly as possible.

Return Requests

If you would like to request a return, please contact us before sending any item back.

Customer Service Email: Service@mail.theromantictourmerch.com

When contacting us, please include:

  • Your full name

  • Order number

  • Email address used to place the order

  • Reason for the return

  • Photos of the item, where applicable

Please do not send any product back without first receiving return instructions from our customer service team.

Unauthorized returns may not be accepted or processed.

Return Conditions

To be eligible for a return, items should generally be:

  • Unworn

  • Unwashed

  • Unused

  • Free from stains, odors, or customer-caused damage

  • Returned with original packaging or tags where applicable

  • In substantially the same condition as received

Items showing signs of wear, washing, alteration, misuse, or damage caused after delivery may not qualify for a refund.

Exchanges

If you received the wrong size or would like to request a different size, please contact us with your order number and the size you would like.

Exchange availability depends on current inventory.

If the requested size or product is unavailable, our customer service team may offer an alternative size, replacement item, partial refund, or another available resolution.

Additional shipping charges may apply to certain voluntary exchanges unless otherwise required by applicable law.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photos showing the product

  • Photos of the packaging where relevant

After reviewing the information, we may offer a replacement, exchange, refund, or another appropriate resolution depending on the circumstances.

For approved claims involving an incorrect, damaged, or defective item caused by our error, the standard payment gateway processing fee described below will generally not apply.

Missing Items

Some orders may be shipped in separate packages.

If you receive only part of your order, please check your shipping confirmation and tracking information before contacting us, as the remaining items may still be in transit.

If an item appears to be missing, please contact our customer service team with your order number so we can review the shipment.

Refunds

Once a refund has been approved and processed, the funds will normally be returned to the original payment method.

For eligible voluntary returns, approved customer-requested cancellations, or other refunds that are not caused by an incorrect, damaged, defective, or missing item, a payment gateway processing fee equal to 10% of the refunded order amount plus $1 USD may be deducted from the refund.

For example, if an eligible refund is based on an order amount of $100 USD, the payment gateway processing fee would be:

10% of $100 = $10
Plus $1 processing fee
Total processing fee = $11 USD

The remaining refundable amount would therefore be calculated after any applicable processing fee, shipping charges, return shipping costs, or other disclosed deductions.

This processing fee helps cover payment gateway and transaction processing costs associated with the original transaction and refund.

The processing fee will not be applied where prohibited by applicable law or where a full refund is legally required.

Original Shipping Charges

Original shipping charges are generally non-refundable once an order has been shipped, except where otherwise required by applicable law or where the issue resulted from an error on our part.

Shipping charges are used to cover fulfillment and transportation services already provided.

Return Shipping Costs

Unless the return is caused by an incorrect, damaged, or defective item, return shipping costs are generally the responsibility of the customer.

Any applicable return shipping instructions and costs will be explained before the return is sent.

Customers should use a trackable shipping service whenever possible and retain proof of shipment until the return has been completed.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders begin processing shortly after they are placed. Once an order has entered fulfillment, packaging, or shipping, we may no longer be able to cancel or modify it.

For an eligible cancellation approved before shipment, a 10% + $1 USD payment gateway processing fee may be deducted from the refunded amount, except where prohibited by applicable law.

If cancellation is no longer possible because the order has already entered fulfillment or shipping, you may need to wait until the order is delivered and then contact us regarding available return options.

Order Changes

If you need to change your size, product selection, or shipping information, please contact us as soon as possible.

We will make reasonable efforts to update the order before fulfillment begins.

However, once an order has been processed or shipped, changes may no longer be possible.

Refused or Undeliverable Packages

Customers are responsible for providing complete and accurate shipping information when placing an order.

If a package is refused, unclaimed, or returned because of:

  • An incomplete address

  • An incorrect address

  • Failure to collect the parcel

  • Refusal of delivery

  • Other circumstances outside our reasonable control

additional shipping or handling costs may apply before the order can be resent or refunded.

Any original shipping fees, return shipping costs, and applicable processing fees may be deducted from the refund where permitted.

Returned Packages

If a package is returned to us or to one of our fulfillment facilities, please contact customer service before requesting reshipment or a refund.

Depending on the circumstances, we may offer:

  • Reshipment

  • Replacement

  • Store credit

  • Partial refund

  • Refund after applicable deductions

Additional shipping fees may apply to reshipments caused by an incorrect address, refused delivery, or failure to collect the package.

Refund Processing Time

After we confirm that a refund has been processed, please allow additional time for your bank, card issuer, or payment provider to complete the transaction.

Refunds may take approximately 3–20 business days to appear in your account.

Actual processing times depend on your:

  • Bank

  • Credit or debit card issuer

  • Payment provider

  • Country or region

  • Financial institution's internal processing procedures

Once we have successfully submitted the refund, we do not control the processing speed of your bank or payment provider.

Partial Refunds

In some circumstances, we may offer a partial refund as an alternative resolution.

This may occur when:

  • The customer chooses to keep the product

  • A minor issue does not prevent normal use of the product

  • A replacement is unavailable

  • Both parties agree that a partial refund is the most practical resolution

Any partial refund amount will be communicated before it is processed.

Where applicable, payment processing deductions will be explained as part of the refund calculation.

Refund Method

Approved refunds will normally be returned to the original payment method used to place the order.

We generally cannot redirect a refund to a different credit card, bank account, or payment method unless supported by the original payment provider and agreed upon by us.

Final Sale or Non-Returnable Items

Certain items may not be eligible for return for hygiene, customization, personalization, clearance, or other reasons where disclosed on the relevant product page.

Where an item is marked as final sale or non-returnable, this restriction does not affect any rights you may have under applicable consumer protection laws regarding damaged, defective, or incorrectly supplied products.

Customer Responsibility

Customers are responsible for reviewing:

  • Product descriptions

  • Size information

  • Shipping details

  • Delivery address

  • Product selections

before completing an order.

Please contact our customer service team before purchasing if you need assistance with sizing, product information, or order selection.

Exceptions Required by Law

Nothing in this policy is intended to limit any non-waivable consumer rights available under applicable law.

Where local consumer protection laws provide rights that are more favorable than the terms of this policy, the applicable legal requirements will take priority.

Contact Us

If you have questions about a return, exchange, cancellation, replacement, refund amount, or payment gateway processing fee, please contact:

The Romantic Tour Merch
Customer Service Email: Service@mail.theromantictourmerch.com

Please include your order number and the email address used to place the order so we can assist you more efficiently.