FAQs
Orders
Can I modify or cancel my order after it’s placed?
Because we process orders quickly, please contact us immediately at support@innroe.com if you need to cancel or make changes.
Once your order has been shipped, it cannot be modified.
Do you offer discounts for new customers?
Yes! Sign up for our newsletter to get 10% off your first order.
Shipping & Delivery
Where do you ship?
We currently ship within the United States only.
How long will my order take to arrive?
- Processing time: 2–4 business days
- Delivery time: 3–8 business days depending on your location
Please note: shipping to remote areas or during public holidays may take longer.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email with a tracking number and link.
Are there any shipping restrictions?
We cannot deliver to certain U.S. regions/territories (such as Alaska, Hawaii, Puerto Rico, Guam, etc.) and we are unable to ship to P.O. Boxes, APO, and FPO addresses.
What if my package is lost or marked as delivered but I haven’t received it?
- If declared lost by the courier, we will reship your order or issue a full refund.
- If your parcel is marked as “Delivered” but cannot be located, please contact us within 5 business days. We will help liaise with the courier, but cannot reimburse stolen packages confirmed as delivered to the correct address
Returns & Refunds
What is your return policy?
You may request a return within 14 days of delivery, for orders placed within the United States only.
All items must be unworn, unwashed, unused, and in their original condition with tags attached.
Which items are not eligible for return?
- Intimate apparel (for hygiene reasons)
- Final Sale items
- Products showing signs of wear, alteration, or damage
Do you offer exchanges?
Yes. You can exchange the same style in a different size or color wihtin 14 dyas of delivery.
Contact support@innroe.com with your order number and preferred replacement to initiate the process.
How do I start a return?
Contact us at support@innroe.com with your order number and the item(s) you wish to return. Our team will send you return instructions.
Who pays for return shipping?
INNROE covers the return shipping cost for al eligible U.S. orders.
If you selected Premium Express Shipping ($20) at checkout, the express fee is non-refundable, but the return label is still free.
When will I receive my refund?
Refunds are issued to the original payment method within 5–10 business days after we receive and inspect the returned item(s). Shipping fees are non‑refundable.
Products & Sizing
How can I find the right size?
Please refer to the size guide available on each product page. If you’d like personalized advice, feel free to email us.
Will you restock items that are sold out?
Popular pieces may be restocked; sign up for restock notifications on the product page to stay updated.
Payments & Duties
Which payment methods do you accept?
We accept a wide range of secure payment methods to make checkout easy and convenient.
You can pay with:
- Major credit & debit cards: Visa, MasterCard, American Express, Discover, Diners Club, JCB, UnionPay, Elo and more.
- Express checkout options: Shop Pay, PayPal, and Google Pay.
- All transactions are safe, encrypted, and processed securely through trusted payment gateways.
Are duties and taxes included in the price?
All prices shown on our website are exclusive of sales tax.
Applicable U.S. state and local sales tax will be calculated and added at checkout based on your shipping address.
There are no additional duties or import fees for U.S. orders.
Customer Service
How can I contact you?
Our customer care team is available Monday–Friday, 9 AM–6 PM (GMT+8).
📧 Email: support@innroe.com