Orders
Missing or Faulty Item
At Rosa Store, we strive to deliver products that meet the highest quality standards. However, if you receive a missing or faulty item, we are here to assist you promptly.
Reporting Process:
Please report any issues within 48 hours of receiving your order by contacting our customer care team. You will need to provide your order number, a detailed description of the issue, and clear photographs of the faulty item or package (if something is missing).
Verification:
Once we receive your complaint, our team will verify the issue and initiate the next steps.
Resolution Options:
Depending on the situation, we will arrange for a replacement, issue a refund, or provide store credit. We aim to resolve such matters quickly and to your satisfaction.
Wrong Order
If you receive an item that is not what you ordered, we apologize for the inconvenience caused and will rectify it immediately.
How to Report:
Contact our customer care team within 48 hours of delivery. Share your order number and photos of the incorrect item for verification.
Resolution Process:
Upon confirmation, we will ensure that the correct item is shipped to you without any additional charges. You may also choose to return the wrong item for a refund or store credit if preferred.
Return Assistance:
If required, our team will guide you on how to return the incorrect item efficiently.
Order Cancellation
We understand that plans may change, and you may need to cancel your order.
Eligibility for Cancellation:
Orders can only be canceled within 24 hours of placement. After this period, the order will have entered the processing stage and may no longer be eligible for cancellation.
Cancellation Process:
To cancel, contact our customer care team with your order number and cancellation request. If approved, any payments made will be refunded within 7-10 business days via the original payment method.
Partial Cancellations:
If your order includes multiple items, you can request the cancellation of specific items within the 24-hour window.
Order Amendment
We understand that you may need to adjust your order details after placing it.
Timeframe for Amendments:
Changes to orders (such as size, color, or item changes) are allowed within 24 hours of placement.
How to Request Changes:
Contact our support team with your order number and specify the changes you need.
Conditions for Changes:
All amendments are subject to stock availability. Once the order has been processed or dispatched, changes can no longer be made.
Additional Charges:
In case your amendment involves a price difference (e.g., choosing a higher-priced item), our team will inform you about the additional charges and guide you through the payment process.