FAQs

Whenever contacting our customer service, kindly include your Order Number in the email subject

 

PRODUCTS 

  • How do your products fit?

All styles from SS21 are true to size, and you can find the sizing chart on the product page of each style.

However, PROTECT HYBRIDS from AW20 and previous seasons fit one size bigger, and the SALAD SLIDES fit two sizes smaller. 

  • I cannot find the size or colour of a specific style.

All colours and sizes available in the online shop reflect what we currently have in stock. If you don’t find them on our website, you can try checking at one of our stockists, or wait for the style to be restocked. Make sure to subscribe to our newsletter and keep an eye on our Instagram page to be notified once new drops will be available.

  • How can I take care of vegan leather shoes?

You can use hydro repellent protection spray before using them to prevent watermarks, stains, etc..

We suggest cleaning the shoes with a wet wipe or a soft wet cloth with mild soap.

 

ORDERS

  • When will I receive my order?

Your order will be shipped within 2 to 5 business days after having received your order confirmation email. Please note that shipping times may be longer during peak periods (i.e. sales, holidays, and new releases).

If you bought the shoes as a preorder, please consult the specific product page, where we will indicate estimated shipping date. Once your order has been processed, you will receive an email containing a tracking number. 

  • Can I change/cancel my order?

For urgent requests regarding your order, please contact our customer support team via support@rombaut.com 

Please note that we start working on your order as soon as it is placed, to have it delivered to you as soon as possible, so there is a limited timeframe in which we can amend or cancel it. 


If your order hasn’t been shipped already, we can modify size (if available in stock), if it’s been already shipped, please return it to us following our return guide, and we will then have the correct one shipped out.


If you wish to cancel your order, kindly let us know via the email mentioned above. Once we will receive the shoes, we will proceed with the refund. 

Please note that only the actual item cost is refunded, we do not refund shipping costs.

  • Can I provide my delivery address in a language different than English?

For shipment outside of Europe, we highly recommend you to write your address in English to prevent delivery issues.

  • Can I change my address/contact information?

If your order hasn’t been shipped, please contact our customer support service as soon as possible via support@rombaut.com to modify any delivery and/or contact information. 


If you would like to change your address/contact information once you have received your shipping confirmation, please contact the delivery company’s local customer service with a confirmed tracking number, and they will be able to give you assistance.

  • Do I need to pay import taxes and duties? How much will I be charged?

Import taxes are charged to the customers, and have to be paid before receiving the item, or upon delivery. This applies to all shipments outside of Europe (i.e. USA, China, Japan, UK, …). 

The amount charged could consist of a percentage up to 23% of the product’s price, depending on the country. 

Please note that due to Brexit, the UK is considered an Extra EU Country as well, and import taxes will be applied as mentioned above.

 


RETURNS

ROMBAUT offers 30 days worldwide return policy

  • What is your return policy?

You are entitled to return your order within 30 days after receiving the delivery (return must be shipped by day 30). The package may be opened upon receipt but all items returned must be unused (in the same condition received), in the original box and with the original dust bag (if included in the package). 

Please note that we do not cover neither return shipping fees/costs nor refund the initial shipping fee. You can find our detailed return policy here.

  • Can I exchange items?

If you would like to exchange size or if you’d like to exchange the model with another colour after receiving your product, please contact our customer support team via support@rombaut.com to check the availability of the product you would like to exchange.

Please note that only once we receive your returned product in our warehouse, the exchange process will begin. We are not able to reserve any pair of shoes in the meantime, so if the item you wanted to have as an exchange is sold out in the meantime, we will have to refund your order.

  • I received the wrong item.

If you have received the wrong item, please contact our customer service via support@rombaut.com and specify your order number and which product you received. We will do our best to retrieve the wrong product and have the correct one delivered to you, without additional costs for return and/or shipping.

  • My product has a defect.

In case of a faulty product, please contact our customer support team via support@rombaut.com with a detailed description of the issue, and photos that show the defect, if possible. This will make it easier for us to help you and have your product exchanged/repaired or your order refunded.

  • I don’t want to pay the import taxes/duties and I want the item to be returned: what happens?

Unfortunately, we do not cover import taxes/duties in any case: if reception of an item is refused or if the package is returned to us for any reason, all import taxes and additional costs (i.e. cost of returning the item back to our facilities, handling and/or warehouse costs charged by the delivery company, …) will be deducted from the refund amount.

  • I purchased Rombaut’s products on another platform different from your website: can I return/exchange the product directly with your customer support?

In this case, the return/exchange has to be communicated directly to the store you purchased the products from. Please contact their dedicated customer service for further info and instructions on how to proceed.