FAQ / 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.