FAQ | Contact us

    Frequently asked questions

    1.1 When will I receive my package?

    We aim to have all orders shipped the same day if placed before 16:00 PM (CET). Most orders from Europe will arrive in 1-3 working days. If you pre-ordered an item, it will be sent to you as soon as it is in stock.

    Please click here for more information on international shipping times.

    1.2 Where is my order?

    We send regular tracking emails (because who doesn't get excited by a parcel?!).

    Have an account?
    Log in to My Account > My orders > Status

    Only received part of your order?
    Any non pre-order available items on your order will be shipped immediately and your pre-order will be sent in a separate parcel when it arrives. Please note, we are unable to give exact shipping dates for pre-orders other than the indicative time displayed on the product information page, however we will make every effort to contact you if your order is going to be delayed.

    1.3 Why haven't I received my confirmation email?

    Check out the junk in your (email) trunk. If it’s hiding there, add Rosie Velvet to your safe senders list so these VIP emails get through.

    Go to My Account > My orders to check your order was successful (and the email address you signed up with). If your email is wrong, update it here for future orders. If you’ve already ordered, contact our customer happiness team below and they will update it for you. 

    Still no email? Hold tight! If you've ordered during a sale (we love those ❤️) or a busy time, our system may take a little longer than usual to send out emails.

    1.4 Missing order

    If it’s been a week or longer since you placed your order and you still haven’t received it, please contact the courier company (details will be available in your tracking email). If they’re unhelpful, contact us through [email protected] and we’ll start investigating straight away!

    1.5 Will I be charged custom and duty charges?

    Deliveries to countries outside Europe may incur a customs or import tax when your order arrives at your country.

    2.1 What if I didn't include my returns form in my return parcel?

    Oh no! It shouldn't be too much of an issue. 

    The warehouse may pop your return aside as an exemption which may delay the return slightly. To avoid this, contact us down below.

    2.2 How will my return payment be processed?

    We accept all item(s) returned for a store credit. You will receive a store credit confirmation email once the return is complete at the warehouse. Keep an eye out in your inbox! 

    3.1 Can I collaborate with Rosie Velvet on social media?

    If you have a wicked social media presence, Instagram page or are just interested in collaborating with the Rosie Velvet brand we’d LOVE to hear from you! Please contact us at [email protected] for all PR, Marketing and collaboration enquiries.

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