FAQs

 

ORDERS/SHIPPING 

 CAN I CHANGE MY ORDER ONCE IT’S PLACED?

Although, we wish we could accommodate all changes. We fulfill orders very quickly! Once your order has been confirmed, it’s not possible for you, or us, to change it prior to dispatch. Please ensure all your information is correct before submitting your order. However, if your order is not yet shipped out, feel free to contact us and we will happily cancel your previous order, so that you can reorder the correct item. Please note that given the speed at which certain items sell out, we cannot guarantee that your item(s) will be available if your order is cancelled.

DO I HAVE TO PAY CUSTOMS AND IMPORT CHARGES?

Any customs or import duties are charged once the package reaches its destination country. These charges must be paid by the recipient of the package. 

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. To ensure there aren’t any surprise charges upon arrival to your country, you can contact your local customs office for current charges before you order.

I FORGOT TO USE MY DISCOUNT CODE

Unfortunately, our software does not allow us to adjust prices to finalized purchases. Once your order has been confirmed, it’s not possible for you, or us, to change it prior to leaving our facility. Please ensure all your information is inputted and correct before submitting your order, including your discount code. If your order is not yet shipped out, contact us and we will happily cancel your previous order, so that you can reorder with the discount code applied. Please note that given the speed at which certain items sell out, we cannot guarantee that your item(s) will be available if your order is cancelled.

RETURNS/EXCHANGES 

WHAT IS YOUR RETURN/EXCHANGE POLICY?

Items purchased from ROSA may be returned for store credit within 30 days of purchase . All items must have their original tags attached and be unworn and unwashed. 

Any exchanges must be for products of equal or lesser value.  If requested items are of greater value than the original product(s) being exchanged, you will be issued a store credit. 

 If a product you are requesting is out of stock at the time the return arrives, you will be issued store credit for that product.  Please list alternative options on the return form if you prefer a direct exchange.  

Unfortunately, we are not able to accept backorders at this time.

*If a product is individually marked as final sale, that voids the standard return policy.

RECEIVED A DEFECTIVE PRODUCT

Please contact us via email  and upload a photo of the defective item. Once submitted, we will review your request for approval. Once we have approved the defect you will receive a prepaid shipping label via email along with further instructions and a RMA form to include in the returned package. 

Your satisfaction is our number one priority, and we will make sure you receive the high quality product that you can expect everytime from ROSA!

AM I RESPONSIBLE FOR RETURN SHIPPING?

You will be responsible for paying postage on any returns. If you request an exchange, we will waive the standard shipping fee on your exchanged item.  

If you have a defective item or received the wrong product, we will send you a prepaid return shipping label upon approval. We will also waive the standard shipping fee on your replacement item. Please contact us via if you have additional questions.