FAQ

  • My account

    My account

    • How to create an account?

      Click on the My Account icon at the top right of the home page and then on "Create an account".

      Fill in the requested information and validate.

    • How to change my password?

      Click on the My account icon at the top right of the homepage and then on "Forgotten password" Fill in the requested information and confirm.

      Our team will send you an email to reset your password.
      Thank you for looking in your spam if you have not received anything in the next 2 business days.

      Check in the settings of your account that the email address is correct.

    • How do I change my account information?

      Click on the My Account icon in the top right corner of the homepage and then on "My addresses".

      You can then edit, delete or add a new address.

    • I would like to cancel my subscriptions

      Click on the My Account icon in the top right corner of the homepage and then on "My subscriptions".

      You can then edit, delete or adjust your subscription.

      Your subscription no longer suits you, and you want to change it? Notify our teams upstream. Our teams guide you and advise you.

  • Products

    Products

    • How do I personalise my skincare?

      Thanks to its algorithm, developed in collaboration with dermatologists, the Romy application offers you several care formulas: do what you want when you want. And if you don't know, the application captures and analyses data from your environment: pollution, weather, sleep time, sports activity… Following this real-time diagnosis, she prescribes the combination of capsules to be inserted in the new HyLab Formulator in order to create your most appropriate skincare.

    • Can Primary Face Cream be applied alone?

      Our bottles and their tips have been designed for use clean and unique to the Romy care formulator. Thanks to its patented Fresh Percussion System® technology, your device formulates your treatment by combining base and selected active ingredients. Primary Face Cream is to be used in addition to our active ingredient concentrates.

      Our wide range of active ingredients combined with our Primary Face Cream aims to promote the personalisation of your daily care, guaranteeing an ever fresher, healthier and more tailor-made beauty ritual. Its soft and creamy texture will protect the upper layers of your epidermis.

    • How to install my formulator in a few minutes?

      To install your formulator quickly, we invite you to download the Romy application, which will guide you step by step!

      Follow this link to install the app.

  • Orders and payments

    Orders and payments

    • How do I confirm my order?

      Click on the icon at the top right of the page.

      Check the contents of your shopping cart as well as the quantities.

      Click on Confirm my order or go back to continue shopping.

      Fill in your details and the desired delivery address.

      Continue the purchase process by completing the payment information safely and confirm your order.

      A confirmation email will be automatically sent to the email address previously entered.

    • I have not received my order confirmation

      Please check your email spams if you have not received anything in the next 2 business days.
      Check in the settings of your account that the email address is correct.
      You can at any time modify your information in your account area.
      Find all your orders on your space My account by clicking on "Orders history".

      In case of error contact our support. Our team will answer as soon as possible.

    • Can I offer your products?

      Absolutely, all you have to do is enter a delivery address other than the billing address.
      Make sure to include the name of the person to whom you want to offer it.

      Do not hesitate to inform us when ordering so that we pay special attention!

    • How do I cancel my order?

      Here's an excerpt from our general sales terms:

      In accordance with the provisions of Articles L. 121-21 et seq. of the Consumer Code, the Customer has the legal right to withdraw within fourteen (14) calendar days from the date of receipt of the Product ordered on the Site, without having to justify any reasons, by sending to ROMY Customer Service any unambiguous statement clearly expressing his intention to withdraw, or by sending the withdrawal form in the Annex to these General Terms and Conditions of Subscription to ROMY Customer Service whose details appear in Article 22.

      As from the notification of his intention to withdraw under the conditions provided for above, the Customer has an additional period of fourteen (14) days to return, at his expense and under his responsibility, the Product(s) by post to the address indicated above.

    • I have not yet received my order

      Check that you have correctly validate your purchases on our site, that you have a Romy order confirmation email and that your cart is now zero.
      If your items are still in your basket then your order is not validated.
      Track the status of your order in real time with your tracking number.

      Our team will keep you informed of the operations carried out and / or in progress to deliver you quickly in the best conditions.

    • My order has been rejected

      Here's an excerpt from our general sales terms:

      ROMY reserves the right to refuse or cancel any order, for a legitimate reason, for example due to a difficulty in supplying a Product, a problem concerning the understanding of the order received (illegible document…), a foreseeable problem concerning the delivery to be made or due to the abnormality of the order placed on the Site.

      In such a case, ROMY sends the Customer an e-mail using the e-mail address provided by the Customer when placing the order and does not collect the sums to be paid or, where applicable, reimburses the Customer for the sums already received by ROMY Paris under the disputed order.

  • Shipping and returns

    Shipping and returns

    • Do you ship outside France?

      As an indication and without this being exhaustive, Romy does not ensure any delivery in the following countries: China, Korea, Taiwan, Singapore, Japan, Hong Kong, Thailand, Cambodia, Vietnam, Malaysia, Mongolia.

    • What are the delivery times?

      Between 2 and 5 days for France.
      Between 5 and 10 days for the whole world.

    • What is the shipping cost?

      We apply the rates in force for European countries. For any delivery outside Europe, consult the delivery charges in the "Delivery address" section at the time of your order confirmation. An additional cost and to be expected for the payment of customs tariffs, which are the responsibility of our customers.

    • I have not yet been delivered

      Check that you have correctly validated your purchases on our site, that you have an email confirming your Romy order and that your basket is now at zero. if your items are still in your basket then your order is not validated.

      Track the status of your order in real time thanks to your tracking number, our teams keep you informed of the operations carried out and/or in progress to deliver you quickly and under the best conditions. Consult our general sales terms.

    • Il manque un article à ma commande

      We apologise for this inconvenience.

      Please check and compare your order form with your delivery form and do not hesitate to contact us via our chatbot so that we can do the necessary as soon as possible.

      It is the Customer's responsibility to check the state of compliance upon delivery. In the event of an apparent anomaly or missing delivery, the Customer must imperatively formulate his reservations with the carrier or the carrier's office within forty-eight hours of the delivery date and report it to ROMY Customer Service, whose details are given in Article 18.

    • An item is missing from my order

      We apologise for this inconvenience.

      Please check and compare your order form with your delivery form and do not hesitate to contact us via our chatbot so that we can do the necessary as soon as possible.

      It is the Customer's responsibility to check the state of compliance upon delivery. In the event of an apparent anomaly or missing delivery, the Customer must imperatively formulate his reservations with the carrier or the carrier's office within forty-eight hours of the delivery date and report it to ROMY Customer Service, whose details are given in Article 18.

    • How do I track my delivery

      Track the status of your order in real time thanks to your tracking number, our teams keep you informed of the operations carried out and/or in progress to deliver you quickly and under the best conditions.

    • I have not received a tracking number for my order

      Our teams keep you informed of the operations carried out and/or in progress in order to deliver you quickly in the best conditions. Please check your emails (or spam) if you have not received anything in the next 2 business days.

    • My delivery arrived late

      We apologise for this inconvenience, do not hesitate to contact us via our chatbot for more explanation.

      In the event of a delay in the shipment of the Product(s) ordered within the time limit indicated on the Site, ROMY will inform the Customer, by e-mail sent to the e-mail address indicated by the Customer at the time of his order, of the possible consequences on the delivery date initially indicated to the Customer.ROMY cannot be held responsible for any delay in delivery attributable to the delivery services.

      If delivery is not made within the maximum delivery time indicated in the order confirmation email, the Customer is entitled to cancel his order within a maximum of sixty (60) days from the first day of exceeding said period and will be refunded the amount of the cancelled order.

      In the case of purchases made in the form of pre-orders, failure to deliver shall begin to run from the first day of the delivery date provided for in the pre-order.

    • My package arrived damaged, what can I do?

      We apologize for this inconvenience, do not hesitate to contact us via our chatbot so that we can quickly find a suitable solution.

      An excerpt from our General Sales Terms:

      It is the Customer's responsibility to check the condition of the packaging of the Product(s) and their conformity upon delivery.

      In the event of deterioration of the package or an apparent anomaly (damaged, opened package, etc.) the Customer must imperatively formulate his reservations with the carrier or the carrier's office within forty-eight hours of the delivery date and report it to the ROMY Customer Service whose details are given in Article 22. Depending on the case, ROMY may, after examination of the Product(s) (which must be returned to ROMY within fourteen (14) days of the delivery date), exchange or refund them.

    • How to make a return

      If your product meets the requirements for an exchange or return, please contact Romy Customer Service at the address written in our General Sales Terms.

      You will have to provide the information of your order (a photocopy of your invoice) so that your request for return can be validated.

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