ROSIER.US CLIENT SERVICES
If a piece is not quite right for you, this guide will help you understand your options. Read on for the request process, return conditions, packing instructions and what happens once your parcel reaches us.
HOW IT WORKS
Keep your order number and proof of return postage until your request has been completed.
GET IN TOUCH
Write to hello@rosier.us within seven calendar days of receiving all the items in your order.
SHARE THE DETAILS
Provide your order number, identify the items involved and let us know whether you would like a return or an exchange. Each order may have only one return request.
AWAIT AUTHORISATION
We aim to respond within 48 business hours with information about eligibility and the full authorised return address. The address on your original shipping label must not be used for a return.
PACK AND SEND
Once approval is received, send your parcel within three days to the address confirmed by our team. Follow the packaging requirements below, pay the return postage and choose a tracked service. Keep your proof of postage.
UNITED STATES RETURN WAREHOUSE
Approved returns are handled at our return facility in this location.
CONFIRM BEFORE MAILING
Contact Client Services for approval and the complete authorised delivery address, including the street address and any required recipient or reference details. Do not post your parcel using only the city and postal code above, the original shipping label or our registered company address.
hello@rosier.usCHECK YOUR ITEMS
Returned pieces must pass inspection before the return or exchange can be approved.
REPORT A PROBLEM
Before wearing or altering it, contact us promptly with your order number and clear photographs. Small finishing issues, such as a loose thread or a minor surface mark that can be removed, may not on their own amount to a manufacturing defect. Any rights you have under applicable consumer law in relation to genuinely faulty goods remain unaffected.
PREPARE YOUR PARCEL
Protect each piece during its return journey and keep the original product packaging intact.
Return each item with its original product packaging, tags and labels. Leave all tags and labels attached and intact.
Fold the item carefully and place it in its original protective packaging. Add clean inner wrapping where needed to protect the fabric and decorative details from moisture, dirt and friction.
Place the protected items in a sturdy shipping box or durable mailing bag suited to their size, and seal it securely. Attach shipping labels and tape only to the outer parcel, never directly to the garment or its original product packaging.
Place a note inside with your order number and any return reference supplied by our team. Follow the approved mailing instructions and keep your tracking number and proof of postage.
ONCE YOUR RETURN ARRIVES
Every return outcome depends on inspection and approval.
An approved return is refunded through a Rosier.US e-gift card, not to the payment method used for the purchase. The original delivery charge, including any expedited shipping charge, is non-refundable.
Each returned item is subject to a USD $6 restocking fee.
Exchanges are available for eligible items, subject to stock. The same return conditions apply, and the returned piece must reach us and be approved before we can arrange its replacement.
Stock cannot be guaranteed during the return journey.
The buyer is responsible for arranging and paying the return shipping costs. Rosier.US does not cover return postage. The cost depends on the carrier and service you select. This does not affect any rights that cannot be excluded under applicable consumer law.
Choose a tracked service. We can process only parcels that reach our facility.
An international return may spend approximately two to three weeks in transit. Once it arrives at the return facility, inspection and processing may take up to a further two to three weeks.
Email updates will confirm receipt and completion of your return.
BEFORE YOUR ORDER SHIPS
Check your order information carefully before you finish checking out.
DELIVERY AND CONTACT DETAILS
If your delivery address or contact information needs correcting, email us within 12 hours of placing the order. We can make changes only if the order has not yet been processed or shipped.
Should we ask for clarification and receive no response within 48 hours, we may dispatch the order using the original information to prevent further delay.
CANCELLING A PURCHASE
You may be able to cancel if you contact us within two hours of purchase and processing has not started. Approved cancellations incur a processing charge of 5% of the total order value.
After fulfilment begins, we cannot guarantee that amendments or cancellation will be possible.
PLEASE CHECK BEFORE BUYING
Review the product information and the type of order you are placing.
A product identified as Final Sale cannot be returned or exchanged and is not eligible for a refund or store credit.
Products made or altered for an individual customer are not returnable or refundable, except where applicable law requires otherwise.
Wholesale orders are final and fall outside our retail returns and exchanges process. We suggest buying samples at the retail price before committing to a larger wholesale purchase.
LET US GUIDE YOU
Add your order number to each message to help us assist you efficiently. Our team aims to reply within 48 business hours.
