If a piece is not right, we will help you sort it out. Please read the conditions below, and start every return by emailing support@rosvienne.com. Nothing in this policy limits the rights you have under the consumer protection law of your province.
Your return window
You can request a return within 30 days of receiving your order. A request made after 30 days can no longer be accepted.
Send your request by email with your order number and the reason for the return. We reply with the return address and instructions. Please do not send anything back before you have those instructions: parcels sent to the wrong address cannot be traced or refunded.
The company address on our contact page is our registered address for administration only. It is not a shop and not a return address. Every approved return gets its own address by email.
Condition of the item
Returned items must be unworn, unwashed and undamaged, with all tags still attached, in the original packaging. Trying a piece on at home is fine; wearing it out is not.
For hygiene reasons, underwear, swimwear and pierced jewellery can only be returned if the seal and packaging are unopened.
Items marked final sale are listed as final sale on the product page and cannot be returned for a change of mind. This does not affect your rights if the item is faulty or not as described.
Who pays for the return
Return shipping for a change of mind, a wrong size or an unwanted item is paid by the customer, together with any duties or charges that arise from sending it back.
If we sent you the wrong item, or the item is faulty or damaged, we pay the return shipping. You never carry that cost.
Use a tracked service and keep the receipt. Without proof of shipment we cannot process a refund for a parcel that does not arrive.
Ordering several sizes
Ordering multiple sizes of the same piece to send most of them back puts a lot of shipping on the road, and it is not what our free shipping is for. If you do, all return costs for the unwanted sizes are yours. Our size guide is on every product page, and if you are between sizes, email us before you order and we will tell you which one to take.
Exchanges
The quickest way to another size or colour is to return the item for a refund and place a new order, so you do not have to wait for your parcel to reach us first. If you prefer a straight exchange, say so in your email and we will arrange it.
Faulty, damaged or wrong items
Email us within 14 days of delivery with your order number, a short description and clear photos of the problem. Photos let us judge the issue and claim against our supplier or carrier, which is what lets us help you without sending the item back and forth first.
Once we have seen the photos we will offer a replacement, a repair, a partial refund or a full refund, depending on what suits the situation.
Your refund
We refund once the returned item has arrived and been checked, and within 14 days of that check at the latest.
Refunds go back to the payment method you used. Your bank may need a few more days to show it.
The original shipping cost is refunded when the return is our fault. For a change of mind we refund the price of the goods.
Cancelling an order
Email support@rosvienne.com as soon as possible after ordering and we will cancel it if it has not yet been picked and packed. Once it has, wait for the parcel and use the return process above.
Parcels marked delivered
If tracking confirms delivery to the address you gave us and the parcel is not there, tell us within 14 days. We will open a carrier investigation and work out the next step with you. Please make sure your address is complete, including any unit or buzzer number.
Contact
Email support@rosvienne.com. We answer within one business day, Monday to Friday.