Frequently Asked Questions

Travel should feel easier, not create another list of things to worry about. These answers cover common questions about our clothing, sizing, orders, delivery, returns, exchanges, refunds, payments, and customer support.

If you still need help after reading through the FAQs, contact us at [email protected].

Products, Sizing, and Travel Use

1. How do I choose the right size?

Check the size chart and garment measurements on the individual product page before ordering.

Sizing can vary between products because of the cut, fabric stretch, and intended fit, so we recommend checking the measurements for the specific item rather than relying only on your usual size.

If you are between sizes, consider how you prefer the item to fit. Choose the larger option for a more relaxed fit or extra layering room, and the smaller option for a closer fit when the product measurements allow it.

You can also contact us at [email protected] before ordering if you need help comparing measurements.

2. Will every item fit the same way?

No.

Different garments can fit differently even when they carry the same size label.

Fabric stretch, cut, rise, sleeve shape, layering allowance, and intended fit can all affect how a product feels when worn.

Please use the size and fit information on each individual product page as your main reference.

3. Are the clothes waterproof, quick-drying, sun-protective, or suitable for water activities?

Only when the individual product page specifically states that feature.

Please do not assume that an item is waterproof, quick-drying, windproof, UV-protective, or suitable for swimming, surfing, or other technical activities unless that characteristic is clearly included in the product information.

4. How should I care for my clothing?

Always follow the care label attached to the garment and any product-specific care instructions shown on the product page.

Different fabrics respond differently to washing, drying, heat, and ironing, so product-specific instructions should always take priority.

5. Why can the color or fabric feel slightly different from what I expected?

Colors can appear slightly different because of lighting, photography, screen brightness, display settings, fabric texture, or normal product variation.

Fabric weight, softness, stretch, texture, and structure can also feel different in person.

Please review the material information and product description before ordering.

Normal minor variations do not automatically mean that a product is defective.

Orders and Order Changes

6. How do I know that my order was received?

After checkout, you should receive an order-confirmation email.

This confirms that we have received and accepted your order, subject to normal payment, inventory, delivery-information, and order-review checks before fulfillment.

If you do not see the confirmation email, please check your spam or junk folder.

7. Can I cancel my order?

Yes. Please contact us at [email protected] as soon as possible.

Contacting us within 12 hours after placing your order gives us the best opportunity to stop the order before fulfillment progresses.

The 12-hour period is not a guaranteed cancellation window.

You can still contact us after 12 hours. We will check the actual status of your order and confirm whether it can still be stopped.

Once the order has been handed to the carrier and can no longer be stopped, you can receive the parcel and follow our Return & Exchange Policy.

Cancellation Policy:

https://roamlayer.com/cancellation-policy/

 

8. Can I change the size, color, quantity, product, or delivery address after ordering?

Please contact us at [email protected] as soon as possible.

We can make an order change while the order remains available for modification and the requested product or variation is available.

Delivery-address changes can also be made while the order remains available for modification before carrier handover.

After carrier handover, an address change depends on the carrier’s available redirection services.

If an additional carrier charge applies, we will explain the option and actual charge before you decide whether to proceed.

A change is complete only after we confirm it with you.

9. What happens if something I ordered becomes unavailable?

If we confirm that an ordered item cannot be supplied, we will contact you within 1 business day.

Depending on availability, you can choose another available variation or product, agree to wait for restocking, or cancel the affected item.

We do not substitute another product without your agreement.

If you choose cancellation, or no agreed alternative is available, we initiate the refund to the original payment method within 1–2 business days after cancellation is confirmed.

Shipping and Delivery

10. How long does processing take, and where does my order ship from?

Orders are processed and handed to the carrier within 1–2 business days after payment confirmation.

Processing includes order checks, inventory allocation, picking, packing, and carrier handover.

All orders ship from the United States.

Orders are dispatched from our own inventory or a third-party fulfillment partner’s warehouse in the United States.

An order containing multiple products can arrive in separate packages. We provide tracking information for each package and do not charge additional shipping fees simply because an order is split.

11. Where do you currently ship?

We ship to eligible addresses within the contiguous United States.

Our supported European destinations are:

Austria, Belgium, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, the Netherlands, Norway, Poland, Portugal, Romania, Spain, and Sweden.

We do not ship to Alaska, Hawaii, U.S. territories, outlying islands, the United Kingdom, Canada, Australia, or destinations not listed as supported.

We also do not deliver to P.O. boxes or APO, FPO, or DPO addresses.

Remote areas and offshore islands outside our supported carrier routes are excluded.

For complete delivery coverage:

https://roamlayer.com/shipping-policy/

 

12. How much does shipping cost, and when do I qualify for free shipping?

Standard Shipping costs US$3.00 per order for eligible destinations.

Free Standard Shipping is available for:

United States: merchandise subtotal of US$100 or more

Europe: merchandise subtotal of US$160 or more

The qualifying merchandise subtotal is calculated after discounts and excludes taxes and shipping charges.

Expedited Shipping costs US$7.99 per order for eligible destinations.

Free Standard Shipping does not include Expedited Shipping. If you select Expedited Shipping, the US$7.99 charge applies even when your order qualifies for free Standard Shipping.

13. How long does delivery take, and do you offer Expedited Shipping?

After the normal 1–2 business day processing period, estimated Standard Shipping transit times are:

United States: 1–5 business days

Europe: 2–5 business days

These are estimated carrier transit times rather than guaranteed arrival dates.

Expedited Shipping is also available for eligible destinations. The available expedited service and estimated timeframe are displayed at checkout before payment.

The normal 1–2 business day processing period still applies to Expedited Shipping.

14. Which carriers do you use, and when will I receive tracking?

We use DHL and FedEx.

The carrier used depends on the destination, package characteristics, inventory location, and available service.

After your order is dispatched, we send a shipping-confirmation email with tracking information.

The first carrier tracking update can take 24–48 hours after carrier handover to appear.

You can also track your shipment through our Order Tracking page:

https://roamlayer.com/order-tracking/

 

15. Who pays VAT, customs duties, and import charges?

Charges collected by us during checkout are shown before payment.

For European destinations, taxes collected by us are included in the checkout total and shown in the order details.

Because all European orders ship from the United States, they are subject to import procedures.

Import duties, customs clearance charges, carrier import-handling fees, and import VAT that has not already been collected at checkout are not included in our shipping charges or checkout total.

These charges are payable by the recipient directly to the relevant authority or carrier.

For complete information:

https://roamlayer.com/shipping-policy/

 

16. What should I do if tracking stops updating or my package appears lost?

Please contact us if tracking has not updated for 3 business days after the initial tracking period, or if your package has passed its estimated delivery window.

We will open an investigation within 1 business day, contact the carrier or fulfillment partner, and provide progress updates at least every 2 business days while the investigation remains open.

We aim to resolve the issue within 5–7 business days.

If the shipment is confirmed lost, or if after 7 business days of investigation we cannot establish its location and provide a reasonable delivery estimate, you can choose a replacement at no additional cost or a refund.

You do not need to wait for the carrier to pay a claim before we provide the agreed resolution.

17. What if tracking says “Delivered” but I cannot find my package?

First check around the delivery location, parcel locker, reception area, household members, and any delivery photograph or carrier notice.

If the package remains missing, contact us at [email protected].

We will begin reviewing the issue within 1 business day and request available delivery evidence from the carrier.

A “Delivered” tracking status alone does not automatically close your claim.

If we cannot establish correct delivery within 7 business days of investigation, we will offer a replacement or refund.

Returns and Exchanges

18. How long do I have to request a return or exchange?

We accept eligible voluntary return and exchange requests within 30 calendar days.

The period begins on the day after you or your designated recipient, other than the carrier, receives the goods.

If items from the same order arrive separately, the period begins on the day after the last item in that order is received.

You only need to submit your request within the 30-day period.

After receiving our return confirmation, complete instructions, and designated return address, please hand the package to your carrier within 14 calendar days.

19. How do I start a return, and where should I send it?

Contact us first at [email protected].

Please include your order number, the item you want to return or exchange, your contact email, and whether you prefer a refund or an exchange.

We will provide the designated return address and complete return instructions for your order.

Do not send a return to our business address, the address on your original shipping label, or another address unless we specifically confirm it for your return.

Our business address is not a general return address.

Return & Exchange Policy:

https://roamlayer.com/return-exchange-policy/

 

20. What condition should a voluntary return be in?

We accept eligible change-of-mind, size, and style returns when the items remain in good condition and have not been washed, altered, repaired, or worn beyond reasonable fitting.

You can unpack and try on clothing as you would in a store to check its size, fit, and appearance.

Please return the original tags, labels, and included accessories.

Items that have been worn beyond reasonable fitting, washed, dyed, altered, damaged through misuse, or contaminated with stains, strong odors, or other signs of use do not qualify for our voluntary change-of-mind return service.

21. Can I return or exchange something because the size, color, or style is not right?

Yes.

Eligible size-, color-, style-, and preference-related returns can be requested under our 30-day voluntary return policy.

Direct exchanges are available for another available size, color, or style after we receive and inspect the returned item.

If the replacement costs more, we will confirm the difference before collecting additional payment.

If it costs less, we refund the difference to the original payment method.

If a direct exchange cannot be completed, you can choose a refund instead.

22. Who pays return or exchange shipping?

For an ordinary change-of-mind, size, color, style, or personal-preference return, the customer pays the direct return shipping cost.

For a customer-requested exchange based on personal preference, the customer also pays the applicable replacement shipping cost.

If we sent an incorrect item, or the product is defective, materially different from its description, or damaged in transit, we cover the necessary return and replacement shipping costs.

We do not currently issue prepaid return labels as our standard return method.

For a return caused by our error, product defect, or transit damage, we agree on a reasonable shipping method and reimburse the necessary return postage against your shipping receipt.

23. What should I do if my item is damaged, defective, incorrect, or missing?

Contact us at [email protected].

For visible delivery damage or missing contents, reporting the issue within 48 hours of receipt helps us preserve carrier evidence. This is a recommended period and does not remove your rights if you contact us later.

Please provide your order number, a brief description, and relevant photographs where available.

An unboxing video is not required.

For a confirmed problem, we arrange the appropriate refund, replacement, or exchange and cover the necessary return and replacement shipping costs.

You do not need to wait for a carrier or supplier to compensate us before receiving the agreed resolution.

24. Do European Union customers have a separate right of withdrawal?

Yes.

Consumers in the European Union have a statutory right to withdraw from an eligible online purchase within 14 calendar days, without giving a reason.

The period begins on the day after you or your designated recipient physically receives the goods.

For multiple goods ordered together and delivered separately, the period begins after receipt of the last item.

Our voluntary 30-day return policy is additional to these statutory protections.

For complete information:

https://roamlayer.com/return-exchange-policy/

 

Refunds

25. How long does a refund take?

For returns that require inspection, we inspect the returned goods within 1–2 business days after receipt.

Once a refund is confirmed, we initiate it within 1–3 business days.

For a qualifying return without an unresolved condition issue, we complete inspection and initiate the refund no later than 7 calendar days after receiving the goods.

We send an email when the refund has been initiated.

After that, the time required for the funds to appear depends on your bank, card issuer, or payment provider.

26. Where will my refund be sent?

Refunds are sent to the original payment method used for the order.

We do not require you to accept store credit, coupons, or gift cards instead of an eligible refund.

If an original-method refund fails, we first investigate the issue with the payment provider.

If the original payment method cannot receive the refund, we contact you to agree on an alternative method permitted by the payment provider and applicable law.

27. Will shipping charges, taxes, or import charges be refunded?

For an ordinary voluntary change-of-mind, size, or style return, the original shipping charge is not refunded unless applicable statutory consumer rights require otherwise.

For an eligible EU statutory withdrawal from the entire order, reimbursement includes the applicable Standard Shipping amount. Additional costs paid for Expedited Shipping above Standard Shipping are excluded.

If the entire order is refunded because of our fulfillment error, confirmed transit loss, or defective goods, we refund the applicable original delivery charge, including Expedited Shipping paid for that order.

Taxes collected by us for refunded goods are included in the applicable refund.

Import duties, import taxes, customs charges, or carrier fees paid directly to another authority or carrier were not collected by us. Recovery of those amounts is handled through the relevant authority or carrier for an ordinary change-of-mind return.

28. What happens if I used a discount or only return part of my order?

Your refund is based on the amount actually paid for the returned item.

Item-level and order-level discounts remain allocated according to the original order calculation.

If a partial return reduces the value of the remaining order below the original free Standard Shipping threshold, we do not retrospectively charge the original Standard Shipping fee.

Refund Policy:

https://roamlayer.com/refund-policy/

 

Payments, Privacy, and Support

29. Do you store my payment information, and how is my personal information used?

We do not store full payment card numbers, CVV/CVC security codes, or full financial account credentials.

We receive limited transaction information needed to manage orders, refunds, payment issues, security checks, and disputes.

We use personal information to process orders and payments, arrange fulfillment and delivery, provide tracking and customer support, handle cancellations, returns and refunds, maintain necessary records, protect accounts, and operate our store.

Information needed to complete an order is shared only with relevant service providers, including payment and transaction-security providers, fulfillment partners, DHL, FedEx, hosting and communications providers, and other services involved in the transaction.

For complete information:

https://roamlayer.com/privacy-policy/

 

30. How can I contact you?

For product questions, sizing help, order changes, shipping concerns, cancellations, returns, exchanges, refunds, payment questions, privacy questions, or other customer-support matters, please contact us:

Company Name: ROAMLAYER LLC

Email: [email protected]

Phone: +1 (314) 224-4204

Business Hours: Monday–Friday, 9:00 AM–5:00 PM, Central Time

Business Address: 6414 Woodrow Ave, St. Louis, MO 63121, USA

When contacting us about an existing order, please include your order number so that we can locate the relevant information more easily.