This policy explains how we prepare, ship and deliver your Rosvienne order. If anything here is unclear, email support@rosvienne.com and a real person will answer.
Order processing
Orders are prepared for dispatch within [1-2] business days. Orders placed on a weekend or a public holiday are processed on the next business day.
As soon as your parcel leaves, you receive a confirmation email with a tracking link.
Delivery times
After processing, orders within Canada arrive within 8 to 16 days. Those are calendar days, counted from the day your parcel is dispatched, not business days.
These times are estimates, not guarantees. Delivery can take longer during sale periods and holidays, or when a carrier is delayed by weather, customs or an incorrect address. A delay does not by itself cancel your order, and it does not affect any right you have under Canadian consumer protection law.
How we ship
We keep our range small and deliberately do not hold deep stock of every size and colour. Orders are packed and dispatched through our fulfilment partners. If you order more than one item, parts of your order may arrive separately and on different days, at no extra cost to you.
Shipping cost
Shipping is free on every order to any address in Canada. There is no minimum order value. The shipping option that applies to your order is shown at checkout before you pay.
Duties and taxes
All duties and import charges are included in the price you pay. You will never be asked to pay anything on delivery. Tracking your parcel
Your tracking link arrives by email as soon as the parcel is dispatched. It can take up to 48 hours before the carrier shows the first scan, so an empty tracking page in the first days is normal.
Please follow your tracking and check whether the carrier delivers to your door, to a pickup point or to a parcel locker. If a parcel goes to a pickup point, it is your responsibility to collect it within the period the carrier allows.
Address changes and cancellations
Check your address carefully before you pay. If something is wrong, email support@rosvienne.com within [1] hours of ordering with your order number and the correct address. We will change it if the order has not yet been picked, but we cannot promise that, because orders move quickly.
If a parcel is returned to us because the address was incomplete or nobody collected it, we will contact you. You can choose a refund for the goods, or pay the cost of shipping it out again.
Lost, delayed or undelivered parcels
If tracking has not moved for [10] business days, or if tracking says delivered and you have not received the parcel, email us within [14] days of that date. Include your order number. We will file a claim with the carrier and keep you updated. Depending on what the carrier finds, we will send a replacement or refund you.
Damaged parcels
If your parcel arrives damaged, take photos of the packaging and the item before you unpack any further, and email them to us within [7] days of delivery. Photos let us claim against the carrier, which is what allows us to help you quickly.
Questions
Email support@rosvienne.com. We answer within one business day, Monday to Friday.