Help and FAQs

If you cannot find what you need here, email hello@romillywilde.com and we will reply within two working days. We would rather you asked.

Orders and delivery

Where do you ship?

Worldwide, from our United Kingdom warehouse. United Kingdom delivery is free on every order with no minimum spend. United States delivery is free on orders over $275. Orders to the US and Europe are sent Delivered Duty Paid, so there is nothing further to pay on arrival. For all other destinations, local duties and taxes may apply. Full details, costs and timings are in Delivery Information.

Where is my order?

Your dispatch confirmation email contains a tracking link. UK orders placed before 1pm, Monday to Friday, are dispatched the same day. If your order has not arrived when you expected it, email us with your name and order number.

Can I change or cancel an order after placing it?

If it has not yet been dispatched, email us as soon as possible and we will do what we can. Once an order has been dispatched, we cannot change it, but you can return it when it arrives.

Returns and refunds

What is your returns policy?

Our 28-Day Satisfaction Guarantee lets you return a product within 28 days of delivery, even if you have opened and used it. In most cases we refund you and ask you to keep the product. Returns are free in the UK and the United States. Full details are in Returns and Refunds.

How do I return something?

Email hello@romillywilde.com with your order number before sending anything back. We will reply within two working days and tell you what to do next. Please do not post anything without hearing from us first, because returns addresses differ by market.

How long does a refund take?

We refund within 14 days of receiving the product back, or within 14 days of you showing us proof of postage, whichever is sooner. We refund to the payment method you used. There is no fee.

Subscriptions

How do I change or cancel my subscription?

Sign in to your account and open your subscription. You can skip, pause, swap product, change frequency, update your address or payment card, or cancel, right up to the day before your next order is due. Cancelling takes one step.

If you would prefer us to do it, email hello@romillywilde.com at least three working days before your next order is due. Full details are in our Purchase Options Cancellation Policy.

What do I get with a subscription?

15% off every order, for as long as your subscription is active. There is no minimum term and no cancellation fee. We email you seven days before every charge so you are never surprised.

What happens if my payment fails?

We try again and email you each time so you can update your card. If the retries are exhausted, we pause your subscription rather than cancelling it.

Getting started

Do I need all five products?

No. We built a system, not a rule. Most people should start with one. If your concern is daily exposure to the city, start with the day cream. If you want to rebuild, start with the serum. Add what you need, when you need it.

In what order do I apply them?

Cleanser, then serum, then eye serum, then day cream or night cream, then SPF in the morning. Thinnest to thickest.

How much should I use?

Less than you think. Two pumps of serum. A pea-sized amount of day cream. The peptides work at low doses, and more does not mean faster.

How long before I see a difference?

In the first days the skin calms and feels more comfortable. Over the following weeks texture and tone begin to even out. From about six weeks the deeper structural changes show at the surface. If you see nothing at twelve weeks, tell us.

Suitability

Are your products good for sensitive skin?

They are designed to be. Three of the five are fragrance-free, none contains retinol, and every formula is built to calm rather than provoke. That said, every skin is different. Patch test behind the ear for 48 hours before first use, and if a product does not suit you, tell us.

Can I use them in pregnancy?

The ingredients are not known to be of concern in pregnancy, and the night cream contains no retinoid. But we are not your doctor. Show your midwife or GP the ingredient list and let them decide.

Is it for men?

It is for skin. Skin does not have a gender. The proteins in a man's dermis are damaged by the same things and rebuilt by the same signals.

Care, storage and travel

How long does it last once opened?

Unopened, our products last for 34 months. Once opened, use within 12 months. Keep the lids on and keep them out of direct sunlight.

Do I need to keep it in the fridge?

No. A cool, dark shelf is enough. The fridge does no harm if you like the feel of it.

Can I take it on a flight?

Yes. We have also created a collection of minis, for flights, the gym or on-the-go moments.

If something is wrong

My product arrived damaged.

Email hello@romillywilde.com with your order number and a photograph. We will replace it or refund you, and we pay the return postage wherever you are.

I have had a reaction to a product.

Please stop using it and email us straight away with a photograph, telling us which product and what happened. We take this seriously: reaction reports go to our safety assessor and we are required to record them. We will refund you in full and cover the return postage.