Refunds, Returns and Exchanges
Of course we want you to be happy with your purchase and the service you received from us here at rosyella. Please refer to the points below for more information about what to do if you have any issues.
PLEASE CONTACT US BEFORE RETURNING GOODS. DO NOT RETURN THEM TO THE ADDRESS ON THE PACKAGE AS THAT IS OUR SHIPPING AGENT AND WE WILL NOT RECEIVE THE PARCEL.
To help the process run smoothly:
- Faulty Items: Please send us your order number, describe the issue and send us a photo(s) showing the fault.
- Want to Cancel Order: We will NOT accept order cancellation request if the order has already been shipped, otherwise, you will be refunded 95% if it’s cancelled within 24 hours of purchase because we will charge 5% cancellation fee. (Normally, you will receive the refund within 3 working days) Please submit a help ticket from Contact Us if you decide to cancel the order. For orders cancelled after 24 hours of purchase but before shipment, a 10% cancellation fee is applied.
- Item Doesn't Fit/Change of Mind: We do not currently offer refunds if your item doesn't fit or you have changed your mind. See our FAQ for more information.
- Please do not send returns to the address on the package. Returns will only be honored if they are sent to the address provided by Customer Service.
- Return parcels must be sent with a tracking number - please email that to us once you have it. Please also write your order number on the parcel.
RETURN & REFUND POLICY
- Items authorized for return may be returned within 30 days of delivery. Simply contact us and describe the problem (with photos) along with your order number.
- Items must be in original unworn condition (of course you may try the garment on, but do not wear it outside).
- We are responsible for the following: marks, broken zipper, rips or tears, obvious color difference, major difference between the photographed product and the product received. Please be assured that we will accept full responsibility for any errors or issues that are our fault.
- If you have chosen the wrong size/color, the item doesn't fit, or you do not like the item (and item is not faulty) we do not offer a refund. You may contact us to arrange a return. You are responsible for all shipping charges incurred on returned/exchanged merchandise.
- We will process your exchange or refund once we have received the item(s) at our returns facility.
- No exchange or return on last chance products, lingerie, bodysuits and swimwear.
What if my package was refused or undeliverable?
- Please confirm with our customer service team the shipping address you entered when ordering.
- If you moved home after shipping, or the courier/mailman could not gain access to your address, and you wish us to resend a returned parcel, you agree to cover shipping costs.
- If you refuse delivery and the parcel is returned to us, you will only be reimbursed with 50% of your payment. The parcel must have been received at our end before we will refund you.
- We will resend the order or refund you only once the original order is returned to us.
Got any other questions that we haven’t covered here? Just drop us an email at email@example.com or send us a message via the Contact Us button on this website and we’ll get back to you as quickly as possible!