FAQ

Our Products

Where are your products made?

Our core collection is made in our Factory of Roses, located in Parkdale, Toronto, Canada.

How do I know my size?

Our sizing chart is listed in the drop down of the item page. Measurements reflect the garment's size when measured flat. We suggest measuring a garment that you love & comparing your garment size to ours to find the most comparable fit.

How do I care for my items?

Recommended care instructions are listed online in the product descriptions of our garments. To prevent shrinkage wash in cold water and hang to dry. Should you wish to have the garment soften and shrink, try washing with hot water and machine drying. 

 

Returns & Exchanges

What is our return policy?

If you've changed your mind about your order or you're unhappy for any reason please contact us within 14 days of delivery confirmation to process a return on regular priced, unworn items (must be in new condition with tags attached to be eligible).

Shipping fees are non-refundable and all items are subject to a flat $35 USD return fee which will cover your return delivery costs including a return shipping label which you can print at home.

*Please note that all sale items are final sale. Items purchased with a discount code greater than 10% off are subject to being a final sale. Please email us before making a purchase if you may need to make a return while using a coupon code. 

What is the online return process?

US & Canada

All returns are subject to a flat rate $35 USD fee for postage, handling, and processing.

To initiate a return, please contact cs@rosarugosa.ca with your order number and reason for return, all requests will be reviewed promptly to verify that your order meets our return policy. Once your return request is approved, you will be emailed a postage label which you can print at home, affix to your return package and take to your nearest post office.

Once the returned item(s) are received and validated, you will receive the refund for the item(s) back to the original payment method less the return fee.

International

To initiate a return, please contact cs@rosarugosa.ca with your order number and reason for return, all requests must be reviewed to verify that your order meets our return policy.

International return labels are the financial responsibility of the customer and must be shipped as a trackable parcel via the domestic postal carrier (ex. Royal Mail, Deutsche Post, Australia Post, etc.). Any packages that are not shipped following these instructions may not be accepted. Rosa Rugosa is not liable for any lost packages or damage during return shipping. 

Please identify the package as "Returned Goods", as Rosa Rugosa will not be liable for any customs or duties fees on goods being returned, nor will you be refunded for any duties incurred. If we do incur duty charges on returned merchandise, this amount will be deducted from the refund total. Please do not purchase a label before your return request has been approved.

In the event that a courier is the only available postal service (ex. FedEx, UPS, DHL, etc.) be aware that the refund deduction may be higher to account for their added customs clearance fees.

What is the exchange policy?

Exchanges are available for US & Canadian customers only.

To initiate an exchange, please contact cs@rosarugosa.ca with your order number and detail which product(s) you wish to exchange. Exchanges can only be requested for a different size or color of the same item and if the item is in stock. 

Once the exchange item(s) are received and processed, you will receive a tracking number for the new item(s) being shipped out. 

Can I return or exchange items purchased on sale or that have been discounted?

All sale items are final sale. Items purchased with a discount code greater than 10% off are subject to being a final sale. Please email us before making a purchase if you may need to make a return while using a coupon code. 

Orders & Shipping

Where do you ship? 

We offer both domestic and international shipping to select countries. If your country is not listed as a shipping destination, please contact us at cs@rosarugosa.ca. We will do our best to find a solution for you.

How much does shipping cost?

Shipping rates are calculated automatically at checkout and based on size of the order and final destination. Items may be shipped using an alternate courier than quoted in order to meet or exceed a delivery timeline or our customer service standard. All orders include a tracking number and insurance. Duties or additional courier charges may occur on international orders and are the financial responsibility of the receiver. Any packages deemed undeliverable by the courier are the responsibility of the receiver and may not qualify for a refund.

What is your return policy?

All regular priced, unworn items may be returned by contacting us within 14 days of delivery confirmation for return authorization.

Shipping fees are non-refundable. A flat return fee of $35 USD applies to all return items from the US and Canada, covering processing, restocking, and a return shipping label that you can print at home.

International returns are the financial responsibility of the consumer and this may include any duties and taxes owed upon re-entry. Orders may be returned by contacting us within 14 days of delivery confirmation for return authorization.

Please read our full shipping & return policy for additional details.

How do I track my order?

When your order is dispatched, a confirmation email will be sent to you. This email will include a tracking number and a link to the carrier's website, where you can view the full tracking details. 

When will my item arrive? 

Our team processes orders Mondays, Wednesdays and Fridays 9am-5pm EST excluding holidays. We strive to ship every order within 3 business days. Please note that some items are made to measure and may require extra time. Any delay beyond this standard is communicated to the customer. Delivery times are subject to the carrier. 

Stockists

Where can I try on your items in person?

Select pieces can be found exclusively with our friends below:

Lost & Found

12 Ossington Ave, Toronto, ON M6J 2Y7

Phone: +16473482810