ROSEVEA – Frequently Asked Questions (FAQ)

🛍️ Orders & General Information

What is ROSEVEA?
ROSEVEA is an online fashion brand committed to quality, style, and customer satisfaction.

How can I contact ROSEVEA customer support?
You can reach us anytime at info@resevea.com.
Our 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 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)

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 isn’t available at checkout, please email us for assistance.

Will I receive tracking information?
Yes. Once your order ships, you’ll receive a tracking number by email.
Tracking updates may take 1–3 days to appear.

Why is my order delayed?
Occasionally, delays may occur due to:

  • Customs processing

  • Carrier disruptions

  • Holidays or peak seasons

  • Weather conditions

We appreciate your patience and will notify you if delays are significant.

🔄 Returns & Refunds

What is your return policy?
We offer a 30-day return policy from the date your order is delivered.

What items are eligible for return?
Returned items must be:

  • Requested within 30 days of delivery

  • Unused, unwashed, and in original condition

  • With tags and original packaging intact

Items marked as final sale, clearance, or non-returnable are not eligible.

How do I start a return?
Email info@resevea.com with:

  • Your order number

  • Reason for return

We’ll send you 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
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?
Approved refunds are issued to your original payment method within 3–5 business days after we receive and inspect the item.

Are shipping fees refundable?
No, shipping fees are non-refundable.

What happens if my return is rejected?
If an item shows signs of wear, damage, or missing packaging, it will be sent back to you without a refund.

🔁 Exchanges

Do you offer exchanges?
At this time, we do not offer direct exchanges.

How can I get a different size or color?
Simply return your item following our return process and place a new order for the desired item.