FAQ
Our products
Where are your products made?
Our core collection is made in our Factory of Roses, located in Parkdale, Toronto, Canada.
What sizes does Rosa Rugosa carry?
Sizing is inclusive as standard, not a special order: XS–4XL in tops and outerwear, and waists 28–52 in pants. Every size ships from the same Toronto production runs.
Who founded Rosa Rugosa?
Rosa Rugosa was founded by chef Matty Matheson and designer Ray Natale. Read our story.
How do I care for my items?
Recommended care instructions are listed in each product description. To prevent shrinkage, wash in cold water and hang to dry. If you’d like a garment to soften and shrink slightly, wash in hot water and machine dry.
Sizing & fit
How do I know my size?
Our sizing chart is in the dropdown on each item page. Measurements reflect the garment measured flat. We suggest measuring a garment you love and comparing it to ours to find the closest fit.
Orders & shipping
Do I have to pay customs or duty fees?
No. We collect all applicable taxes and duties at checkout and ship every international parcel “duty paid” — there are no additional fees to receive your package.
Where do you ship?
We ship domestically and internationally to select countries — including Canada, the United States, Europe, and Australia — from Toronto, Ontario, Canada. If your country isn’t listed at checkout, contact us at cs@rosarugosa.ca and we’ll do our best to find a solution.
How much does shipping cost?
Rates are calculated automatically at checkout based on order size and destination. All orders include tracking and insurance. We may ship with a different courier than quoted to meet or beat the delivery timeline.
When will my order arrive?
We strive to ship every order within 3 business days (orders are typically processed Mondays, Wednesdays, and Fridays, excluding Canadian public holidays). Transit typically runs 1–10 business days depending on destination; an estimate is shown at checkout. Some made-to-measure items require extra time — we’ll let you know if so.
How do I track my order?
When your order ships you’ll receive a confirmation email with a tracking number and a link to the carrier’s site.
Returns & exchanges
What is your return policy?
If you’ve changed your mind or you’re unhappy for any reason, contact us within 14 days of delivery confirmation to process a return on regular-priced, unworn items (new condition, tags attached). Shipping fees are non-refundable, and returns are subject to a flat $35 CAD/USD fee that covers your prepaid return label. Items purchased with a discount code greater than 10% off are final sale — email us before purchasing if you think you may need to return.
How do I start a return? (US & Canada)
Email cs@rosarugosa.ca with your order number and reason. Once approved, we’ll email you a printable postage label. When we receive and validate the items, your refund goes back to the original payment method, less the return fee.
How do international returns work?
Contact cs@rosarugosa.ca for authorization before shipping anything back. International return labels are the customer’s responsibility and must be sent as a trackable parcel via your domestic postal carrier (Royal Mail, Deutsche Post, Australia Post, etc.), marked “Returned Goods.” Rosa Rugosa isn’t liable for customs fees on returned goods — any duty we’re charged is deducted from the refund, and courier services (FedEx/UPS/DHL) can carry higher clearance fees.
Do you offer exchanges?
Not at this time. For a different size or colour, process a return and place a new order for the item you want.
Where to try on & buy in person
Can I try Rosa Rugosa on in person?
Select pieces are available with our friends at:
Lost & Found — 12 Ossington Ave, Toronto, ON M6J 2Y7 · +1 647-348-2810
Wholesale & everything else
Do you sell wholesale?
Yes — see Wholesale Inquiries.
Anything else?
Email cs@rosarugosa.ca — a human at the factory reads it.