We’re here to make your shopping experience simple, safe, and stress-free. Here are some quick answers to the most common questions about our products, delivery, and service.

     

    Nationwide Delivery (Pakistan Only)

    We deliver across all major cities and towns in Pakistan through trusted courier services like TCS, PostEx, and Leopard. Delivery takes 3–5 working days after order confirmation.

     

    Returns in Special Cases Only

    While we don’t offer general returns, we do accept exchanges in case of damaged or incorrect items. Contact us within 3 days of delivery for assistance.

     

    Safe & Secure Payments

    Your payment is always safe with us. We offer Cash on Delivery across Pakistan and ensure every order is handled with care and authenticity.

    Where do you deliver?

    We deliver to all major cities and towns across Pakistan. Whether you live in a busy city like Lahore, Karachi, or Islamabad, or a smaller town, your order will reach you through our trusted courier partners. We aim to provide reliable delivery options across the country so you can enjoy Rosa products no matter where you are. If you have specific location-related questions, feel free to contact our customer support team. We’ll confirm if delivery is available for your area and guide you through the process, if needed.

    How long does delivery take?

    Once your order is confirmed, our team needs 1 to 2 working days to process it. After that, we hand it over to our courier partners. Delivery usually takes 3 to 5 working days depending on your location. During busy times like sales or festivals, processing may take up to 3 working days. Rest assured, we’ll send you tracking details once it’s dispatched so you can monitor its progress. We always aim to get your order to you as quickly and safely as possible.

    What are the shipping charges?

    Our delivery charges are based on your city. 

    • In Islamabad and Rawalpindi, the shipping cost is Rs. 250. 
    • For Lahore and Karachi, it’s Rs. 300. 
    • For all other cities and towns across Pakistan, we apply a standard delivery charge of Rs. 300. 

    These rates are fixed and help cover packaging, courier, and logistics costs. We work with trusted delivery partners to ensure safe and timely delivery of your order. The charges will be shown at checkout before you complete your purchase.

    Do you offer free shipping?

    At this time, ROSA does not offer free shipping on orders. Our shipping charges are minimal and designed to cover our courier and handling costs. We prefer to keep product prices fair and transparent rather than including hidden delivery costs. During special campaigns or promotions, we may offer free shipping as part of limited-time deals. You can stay updated about such offers by following us on social media or subscribing to our newsletter.

    Do you offer tracking?

    Yes! After your order is shipped, we send you a tracking link via SMS or email. This lets you check your order status at any time. Our system provides real-time updates so you can stay informed from dispatch to doorstep. If you do not receive a tracking number within a day of dispatch, please reach out to our support team. They’ll help you find your order and resolve any issues promptly. We aim for full transparency and ease throughout your shopping journey.

    Which courier services do you use?

    We use reliable and trusted courier partners to deliver your orders quickly and safely. Our main delivery services include Leopard Courier, TCS, Pakistan Post, and PostEx. Based on your location and service availability, we select the best courier option to ensure your parcel arrives on time. These partners are chosen for their wide coverage, good delivery records, and parcel safety. You’ll receive a tracking link once your package is handed over to the courier service.

    How can I return or exchange an item?

     We only allow returns or exchanges in rare cases, such as wrong or damaged items. You must report the issue within 3 days of receiving your order. The item should be unused and in its original packaging. Clear photos of the damage or issue must be shared with our support team. Once verified, we will guide you on how to return it. No returns are accepted for sale items or change of mind. Your satisfaction is important, and we’ll always try to help.

    Are there any non-returnable items?

    Yes. Certain items are final sale and cannot be returned. These include products bought on sale or discount, customized pieces, and items that are worn, washed, or altered. Also, if an item is damaged due to misuse or improper handling, it won’t be accepted for return. We request all customers to check their items carefully before use. If your item qualifies for a return due to our error, we’ll help resolve it swiftly and fairly.

    Who pays for return shipping?

    If the return is due to an issue from our side (like a damaged or wrong item), ROSA will cover the return shipping. Otherwise, customers are responsible for all return courier charges. We recommend using a trusted courier and keeping a tracking receipt. This helps ensure the product reaches us safely. Our team will review the item upon arrival and confirm the next steps. Transparency and fairness are key to how we handle all returns.

    How long do refunds or exchanges take?

    Once your returned item is received and inspected, we usually process the exchange or refund within 3 to 5 working days. We’ll notify you via SMS or email once your request is approved. Refunds may take longer depending on your payment method. For cash-on-delivery orders, a bank transfer or store credit will be issued. We aim to resolve all return-related matters quickly and with care to ensure your peace of mind.