🛍️ Orders & General Information
What is ROSEVEA?
ROSEVEA is an online fashion brand dedicated to quality craftsmanship, modern style, and customer satisfaction.
How can I contact ROSEVEA customer support?
You can contact us anytime at info@resevea.com.
Our support team responds within 24–48 hours, Monday to Saturday.
What are your customer service hours?
Monday – Saturday: 9:00 AM – 6:00 PM
Messages sent on weekends will be answered on the next business day.
🚚 Shipping
How long does order processing take?
Orders are processed within 1–2 business days, excluding holidays.
How long does shipping take?
- Shipping time: 4–10 business days after dispatch
- Total delivery time: 6–12 business days (processing + shipping)
Delivery times may vary depending on location and external factors.
Do you ship internationally?
Yes, we ship to most regions, including:
- Europe
- United Kingdom
- United States
- Canada
- Australia
- Selected countries in Asia and the Middle East
If your country is not available at checkout, please email us for assistance.
Will I receive tracking information?
Yes. Once your order is shipped, you will receive a tracking number by email.
Tracking updates may take 1–3 business days to appear.
Why is my order delayed?
Delays may occasionally occur due to:
- Customs processing
- Carrier disruptions
- Holidays or peak seasons
- Weather conditions
We appreciate your patience and will notify you if a significant delay occurs.
🔄 Returns & Refunds
What is your return policy?
We offer a 30-day return policy starting from 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 original condition
- Include original tags and packaging
Items marked as final sale, clearance, or non-returnable are not eligible.
How do I start a return?
Please email info@resevea.com with:
- Your order number
- Reason for return
We will provide return instructions and tracking guidance.
Who pays for return shipping?
Return shipping costs are the customer’s responsibility, unless:
- The item is defective
- We made an error with your order
Where do I send my return?
All returns must be sent to our China return center:
Consignee: Kong Zhehui
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 our Austrian business address.
💳 Refunds
When will I receive my refund?
Once your return is 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 fees are non-refundable.
What happens if my return is rejected?
If the item shows signs of use, damage, or missing packaging, it will be returned to you and no refund will be issued.
🔁 Exchanges
Do you offer exchanges?
At this time, we do not offer direct exchanges.
How can I get a different size or color?
Please return your item following our return process and place a new order for the desired size or color.