If you would like to change order information, especially delivery address, please reply directly to your Order Confirmation email as soon as possible. While we try our best to facilitate the request, we may not be able to amend or rearrange after your order has been out for delivery.
It normally takes 4-5 business days to process your order before dispatch, subjecting to stock availability (date is specified for pre-orders on product page) and quality checks. Please note during sale or holiday seasons, Standard and Express deliveries may take up to an additional few days to process.
You will receive a separate email when your order is dispatched.
Shipping and Delivery
Yes, we ship around the world from our centralized warehouse in Hong Kong. Your order will be delivered thru HK Speedpost / SF Express / DHL Express depending on the destination country.
* for customers in China and Taiwan, please provide with us your ID copy after order confirmed, for shipping/customs arrangement.
Import tax and duties may be applied, depending on the destination country for which the recipient of the order is responsible. Please check with your country's customs office on tax and duties. You may also be required to pay a handling fee for your shipment. These charges are separate from shipping fee and will be billed directly by your local customs office.
The courier or your local post office will contact you with further details for customs clearance. Please note that customs clearance procedures may delay the delivery time.
Exchanges and Returns
Discount codes may not be combined with other codes or promotions. Items not purchased at full price are ineligible for price adjustments. Final sale items are marked down more than 50% off / tagged “final sale” "last chance" "clearance", including use of any coupon codes.
We share a 7-day return policy in form of original payment or store credits, provided that items are returned new, unused, with original packaging and tags. Our returns team will inspect returned items making sure the items are in good condition.
We do not charge handling fee on returns. Email us at email@example.com with your order number within 7 days after delivery confirmed. Our team will follow up on your case with details about the next step.
We ask that you ship with insurance and tracking, DHL, UPS or Fedex are recommended. ro is not responsible for any return items lost in transit.
Please note you are responsible for any return cost, duties or taxes that may incurred. Original shipping fees, customs duties or taxes are not refundable.
We are happy to exchange your item for any in-stock item of equal or lesser value within 7 days after delivery confirmed, provided that items are returned new, unused, with original packaging and tags.
To initiate an exchange, please email us at firstname.lastname@example.org with your order number.
Yes, items marked down are eligible for refund in form of store credits. Final sale items (marked down more than 50% off / tagged “final sale” "last chance" "clearance", including use of any coupon codes) cannot be returned or exchanged.
Drop us any questions you might have before ordering, we are happy to help!
We always make sure our products are of high quality, at the same time celebrate the natural beauty of leather. Leather is pretty in the way that they may naturally come with grain, wrinkles, scars and other skin features found on the original hide, such that each product may looks slightly different.
If you are not quite sure, send an email to email@example.com - including your order number, the issue and pictures of your purchase.
We offer a return policy to ensure it is comfortable shopping with us. Yet our returns team do monitor the number of returns made by customers, and continued returns will be alerted and may refused at our discretion.
We're proud of our products, and we believe you'll love them as much as we do. We believe in our craftsmanship, materials and designs and that our non-clearance ro items (i.e those sold with less than 50% off discount) come with 1-year warranty from date of purchase.
Our warranty covers faults in materials and workmanship when used under responsible use, normal conditions and for the purpose intended. This warranty does not cover damage caused by accident, abuse, or neglect ; or natural ageing of materials or normal wear and tear - eg. leather ages nicely with wrinkles or marks.
We recommend not over-stuffing your ro products, or carrying items that weigh more than recommended ( in general our bags go through loading tests of minimum 5kg, unless specified ), which possibly put stress on the stitching and materials.
Our warranty only cover purchases made through our website or authorised resellers.
For additional questions or to make a claim, please email our support team with your order details, photographs and descriptions of the fault or damage.
In-store Warranty and Exchanges
/ All goods sold are strictly non-refundable.
/ Please keep the invoice or e-invoice as proof of purchase. Non-Clearance ro items (i.e those sold with less than 30% off discount) come with a 7-day exchange policy and 1-year warranty from date of purchase.
/ Items should be returned in new, unused and unworn conditions with tags and gust bags if provided.
/ The warranty covers only manufacturing defects such as stitching, edge paints & metal hardware issues, and does not cover any repair needed due to normal wear and tear.
/ Original invoice or e-invoice must be resented in order to obtain exchange and/or warranty service.
/ Clearance ro items (i.e those sold with 30% off discount or more) are not eligible for exchange and warranty.
Please contact our retail stores or email firstname.lastname@example.org for any assistance.