Frequently Asked Questions

Founded in 2019, ROOPY is a fragrance-led personal care brand creating products for hands, body, and everyday rituals. Our approach brings together layered fragrance, thoughtful care, and artistic inspiration.

ROOPY hand creams are designed to combine everyday hand care with a more expressive fragrance experience. Each product has its own scent identity, while product pages explain the specific fragrance notes, ingredients, size, and care benefits of that formula.

Start with the fragrance family and notes listed on each product page. If you prefer fresh scents, you may enjoy citrus or airy aromatic profiles; if you prefer warmer or deeper scents, explore woody or richer compositions. Fragrance preference is personal, so use the notes as a guide rather than a guarantee of how a scent will feel to you.

Top Notes are the first impression of a fragrance. Middle Notes form the heart of the scent as it develops, while Base Notes provide depth and tend to remain noticeable later. Together, they describe how a fragrance may evolve over time.

Scent intensity can vary by product, amount applied, environment, and individual perception. Please review the fragrance description on the product page for the character of each scent.

Not always. Fragrance perception can vary from person to person, and factors such as skin, environment, and personal sensitivity can affect how a scent is experienced.

Yes, if you enjoy fragrance layering. Start with a small amount of each product and combine scents gradually so you can find a balance that suits your preference.

Each product page includes the available fragrance family, fragrance notes, product description, size, directions, and ingredient information. Please review the individual product page before purchasing.

The ingredient list is provided on the relevant product page and on the physical product packaging. Because formulations may be updated from time to time, the ingredient list on the product you receive should be treated as the most current reference.

Yes. ROOPY is cruelty-free. We do not test our finished products or ingredients on animals, and we work with suppliers that uphold the same cruelty-free standard.

Apply an appropriate amount to clean, dry hands and massage until absorbed. Follow any product-specific directions shown on the packaging or product page.

You can apply hand cream as part of your regular hand-care routine and reapply when desired. Individual preferences and skin needs vary.

Unless the product packaging specifically states otherwise, ROOPY personal-care products are intended for external use. Follow all instructions and warnings on the product packaging.

Please review the complete ingredient list before use. If you have a known allergy, skin condition, or sensitivity, consider consulting a qualified healthcare professional before using a new product. Discontinue use if irritation or an adverse reaction occurs.

Ingredient needs can vary by individual and by product. We can provide ingredient information, but we do not provide medical advice. If you are pregnant, breastfeeding, or have a medical concern, please consult your physician or another qualified healthcare professional before use.

Store products in a cool, dry place away from excessive heat, direct sunlight, and other conditions that may affect product quality. Keep the container properly closed when not in use and follow any storage instructions on the packaging.

Please refer to the date, batch information, or period-after-opening symbol shown on the physical packaging where applicable. If you have a question about a specific product or batch, contact Customer Care with a photo of the packaging.

After a successful checkout, you should receive an order confirmation at the email address provided with your order. If you do not see it, check your spam or junk folder and confirm that the email address used at checkout was correct.

Please contact Customer Care as soon as possible. We will try to help before the order has entered processing or been dispatched, but changes and cancellations cannot be guaranteed once fulfillment has started.

Contact us as soon as possible with your order number and the correct address. We will try to assist before shipment, but an address change cannot be guaranteed after an order has entered processing or has been dispatched.

Available payment methods are displayed at checkout and may vary by country, region, device, or payment provider. Please select from the options shown during checkout.

A payment may be declined for reasons such as incorrect billing details, bank security checks, insufficient funds, or payment-provider restrictions. Please verify your information, try another available payment method, or contact your bank or payment provider if the issue continues.

The currency and final amount applicable to your order are shown during checkout before you complete payment. Your bank or payment provider may apply its own currency-conversion rules or fees where applicable.

Enter an eligible discount code in the designated discount field at checkout before completing payment. The checkout will show whether the code has been successfully applied.

Promotions and discount codes generally cannot be applied retroactively after an order has been completed unless the specific promotion states otherwise.

ROOPY currently ships to the United States, Canada, the United Kingdom, Australia, Mexico, Germany, France, Spain, Italy, and Portugal. Available destinations and shipping methods are shown at checkout. If a destination is not supported, a shipping method will not be available for that address.

ROOPY online orders are fulfilled from our fulfillment facilities in China and shipped internationally using cross-border delivery services. Final-mile delivery is handled by a local carrier in the destination country or region where applicable.

Orders are typically processed within 1–3 business days after the order is placed and payment is confirmed. Processing time does not include weekends, public holidays, or international transit time.

After dispatch, estimated transit time is generally 7–10 business days for the United States and 8–15 business days for other supported international destinations. These estimates do not include the 1–3 business day processing period and are not guaranteed delivery dates.

For supported destinations, Standard Shipping is currently $5 USD for orders under $30 USD and free for orders of $30 USD or more. The final shipping charge is displayed at checkout before payment.

ROOPY currently offers Free Standard Shipping on supported orders of $30 USD or more, calculated after applicable discounts and before applicable taxes. The final shipping rate shown at checkout will apply.

Once your order has shipped, you will normally receive a shipping confirmation email with a tracking number or tracking link where available. Please allow some time after dispatch for tracking information to become active.

International tracking can pause while a parcel moves between logistics facilities, countries, customs processing, or carriers. This does not always mean the package has stopped moving. If tracking remains unchanged for an extended period, contact Customer Care with your order number.

Please first check around the delivery location, with household members, neighbors where appropriate, your building reception or mailroom, and the local delivery carrier. If you still cannot locate the package, contact Customer Care with your order number and tracking information.

ROOPY currently uses DDP (Delivered Duty Paid) shipping for supported international orders. Applicable import duties and taxes associated with the shipment are handled through ROOPY's logistics process, so customers should not normally be asked to pay additional import duties at delivery. If you receive an unexpected import-payment request, contact Customer Care before paying so we can review the shipment.

Eligible return or refund requests must generally be submitted within 30 days of delivery. ROOPY accepts eligible requests for product quality, damage, incorrect or missing items, and other order-related issues. We also accept eligible change-of-mind or personal-preference returns when the product is unopened, unused, untested, in its original packaging, with any protective or hygiene seal intact, and suitable for resale. Different return-shipping responsibilities apply depending on the reason for the return. Please review our full Return & Refund Policy for complete terms.

Yes, an eligible fragrance-preference return may be accepted within 30 days of delivery if the product is unopened, unused, untested, in its original packaging, with any protective or hygiene seal intact, and suitable for resale. If the product has been opened, used, tested, partially consumed, or the seal has been broken, it generally cannot be returned solely because of fragrance preference, fragrance intensity, texture, skin feel, or another personal preference. For approved preference returns, the customer is responsible for return shipping unless otherwise required by applicable law.

Contact Customer Care within 30 days of delivery. Please include your order number, the affected product name, a description of the issue, and clear photos or videos of the product and shipping packaging where relevant. If the claim is approved, ROOPY may provide a refund, replacement, or another appropriate resolution.

Contact Customer Care within 30 days of delivery with your order number and details of the incorrect or missing item. Please keep the shipping package, shipping label, and any affected products until your claim has been reviewed.

Not always. Many approved claims involving defective, damaged, leaking, incorrect, or otherwise eligible products may not require a physical return. Please keep the product, original product packaging, shipping packaging, and shipping label until ROOPY has completed the review and provided instructions.

No. Do not send any product back before receiving return authorization and instructions from ROOPY. The appropriate return location can vary by country, product, fulfillment route, and available return facility. Unauthorized returns may not be accepted or processed.

For an approved physical return caused by a confirmed product defect, shipping damage, leakage, incorrect item, or another issue attributable to ROOPY, ROOPY will cover reasonable return shipping costs where a physical return is required. For an approved change-of-mind or personal-preference return, the customer is responsible for return shipping unless otherwise required by applicable law. Original shipping charges are generally non-refundable for change-of-mind or personal-preference returns.

ROOPY does not currently offer direct exchanges for change-of-mind or personal-preference returns. If an eligible unopened product is returned and you would like a different product, you may place a new order after the return is completed. For confirmed damaged, defective, leaking, incorrect, or missing products, ROOPY may provide a replacement instead of a refund where appropriate.

Once an approved claim or return has been reviewed, an approved refund will normally be issued to the original payment method within 10 business days. Your bank, card issuer, PayPal, or other payment provider may require additional processing time. If more than 15 business days have passed since ROOPY confirmed that your refund was issued and you have not received it, please contact Customer Care.

ROOPY's website return policy applies only to purchases made directly through the official ROOPY website. If you purchased from another retailer, marketplace, distributor, or seller, please contact the original seller and follow that seller's return and refund process.

Nothing in our policy is intended to limit mandatory consumer rights. Eligible EU and UK online purchases may have statutory cancellation, withdrawal, return, or refund rights in addition to ROOPY's voluntary policy. These rights are subject to applicable legal requirements and exceptions, including hygiene-related exceptions for certain sealed goods after the seal is broken.

Check that the code is entered correctly, has not expired, and that your cart meets any product, order-value, customer, or destination requirements. Some promotions cannot be combined with other offers.

Discount combination depends on the terms of the specific promotion and the options allowed at checkout. If two offers cannot be combined, checkout will normally apply or accept only the eligible promotion.

Unless the specific promotion states otherwise, discounts, sale prices, and free-shipping offers cannot generally be applied retroactively to orders placed outside the applicable promotional period.

Yes. Free-shipping thresholds and limited-time shipping promotions may change during seasonal campaigns, holidays, or special events. The shipping offer displayed at checkout when you place your order will apply.

Email us at support@roopygroup.com or use our Contact Us page. We aim to respond to customer enquiries within 1–2 business days.

For order-related questions, include your order number and the email address used to place the order. For damaged, defective, leaking, incorrect, or missing items, also include clear photos or videos and packaging information where relevant.

You can review our Shipping Policy, Return & Refund Policy, Privacy Policy, and Terms of Service for complete details.