🛍️ Orders & General Information

What is ROSEVINA?

ROSEVINA is an online fashion brand dedicated to quality craftsmanship, modern style, and customer satisfaction.

How can I contact ROSEVINA customer support?

You can contact us anytime at info@rosevina.com.

Our support team responds within 24–48 business hours, Monday through Saturday.

What are your customer service hours?

Monday – Saturday: 9:00 AM – 6:00 PM (GMT)

Messages sent outside business hours will be answered on the next business day.

---

🚚 Shipping

How long does order processing take?

Orders are processed within 1–3 business days, excluding weekends and public holidays.

How long does shipping take?

• Shipping time: 4–10 business days after dispatch

• Estimated total delivery time: 5–13 business days (processing + shipping)

Delivery times may vary depending on your destination and external factors.

Do you ship internationally?

Yes! We ship to most regions worldwide, including:

• Europe

• United Kingdom

• United States

• Canada

• Australia

• Selected countries in Asia and the Middle East

If your country is unavailable during checkout, please contact us at info@rosevina.com.

Will I receive tracking information?

Yes. Once your order has been shipped, you will receive a tracking number by email.

Tracking information may take up to 24 hours to become available.

Why is my order delayed?

Occasional delays may occur due to:

• Customs processing

• Carrier disruptions

• Public holidays or peak shopping seasons

• Severe weather conditions

We appreciate your patience and will keep you informed if a significant delay occurs.

---

🔄 Returns & Refunds

What is your return policy?

We offer a 30-day return policy beginning on the date your order is delivered.

What items are eligible for return?

Returned items must:

• Be requested within 30 days of delivery.

• Be unused, unwashed, and in their original condition.

• Include all original tags and packaging.

Items marked as Final Sale, Clearance, or Non-Returnable are not eligible for return.

How do I start a return?

Please email info@rosevina.com with:

• Your order number

• The reason for your return

We will provide detailed return instructions and tracking guidance.

Who pays for return shipping?

Return shipping costs are the customer's responsibility, unless:

• The item is defective.

• We shipped the wrong item.

• The return is due to our error.

Where do I send my return?

All returns should be sent to our China Return Center:

Consignee: Kong Zhehui

Return Address:
Sun Moon Star City Business Center
No. 1138, Changjiang South Road
Kunshan City, Suzhou City
Jiangsu Province
China

⚠️ Please include your order number inside the package.

⚠️ Do not send returns to any business or correspondence address. Only use the return address provided by our customer support.

---

💳 Refunds

When will I receive my refund?

Once your returned item has been received and inspected, approved refunds will be issued to your original payment method within 3–5 business days.

Are shipping fees refundable?

No. Original shipping charges (if applicable) are non-refundable.

What happens if my return is rejected?

If the returned item shows signs of wear, damage, alteration, or is missing its original packaging, it may be returned to you without a refund.

---

🔁 Exchanges

Do you offer exchanges?

At this time, ROSEVINA does not offer direct exchanges.

How can I get a different size or color?

Simply return your original item following our return process and place a new order for your preferred size or color.