If you have not received your items within 10 business days of making your order please email us with your full name and order number and we will look into your delivery immediately.  In most cases this means that an attempted delivery has occurred and that your parcel is waiting for you at your nearest post office for collection.

TRACKING YOUR ORDER

Once your order is packed and leaves our warehouse you will receive an email with a tracking number to track your parcel with PostNL.

If you are not home at the time of delivery, you will be left a card and your parcel will be taken to your local post office.

Once a package has left our warehouse we have very little control over it. Please note that delivery times listed above are only estimations. Rosie Velvet is not responsible for any delays caused by the carrier, especially during high-volume periods. Rosie Velvet can never guarantee a delivery date.
Rosie Velvet is not liable for missing parcels due to errors on the customer or carrier's part.

 

TAXES & DUTIES

Please note taxes and duties may be charged for international orders.

All applicable customs and import duties and fees, taxes and any other charges are the responsibility of the customer, even if you refuse the shipment upon delivery. If your order does require these additional charges, they must be paid by you in order for your package to clear customs.

Customs authorities require by law that we state the value of your order directly on the package. Customs agents have the right to release or deny release of your package and, in rare cases, they may also delay or reject delivery.

Please note, if you decide not to pay import taxes or duties and choose to reject the parcel, you will not be refunded for your order.

 

IMPORTANT SHIPPING INFORMATION

We do not deliver to PO Boxes/Parcel Lockers. If you enter a PO Box address, your order will be held and we will contact you for an alternative address. If we don't hear from you within 48 hours of contacting you, your order will be canceled and refunded. 

Currency conversions are estimates only and the total amount you are charged will depend on the exchange rate and processing fees your bank charges you. Your order will convert back to EUR at checkout if you are using our currency converter, and will be processed in EUR. The conversion rate you are charged will be decided by your bank. While most exchange rate systems are very similar, we can't guarantee the exchange rate we are using to display an approximate price to you on our site will be the same exchange rate that your bank uses when processing your transaction. 

PRE-ORDERS

Pre-orders will not be shipped until the estimated shipping date mentioned on the product page. 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.

Please note, we are not able to cancel any orders for pre-order styles unless stated otherwise. 

EDITING ORDERS & ADDRESSES

Please check your billing and shipping information very carefully before you place your order as our dispatch team processes orders quickly and is unable to make changes to orders once they are received. We do not amend addresses for security reasons once an order has been processed. 

CUSTOMS HOLDS

Estimated delivery times do not include customs delays or holds. In the unlikely event that you have not received your parcel within a delivery time estimated above and you have not been contacted regarding your delivery by one of our shipping couriers, please get in touch with us via our Contact Us page and we will investigate your delivery on your behalf. 

SHIPPING DELAYS DURING SALE PERIODS & PUBLIC HOLIDAYS

Due to the huge response we receive during sale and promotional periods, there are times when we will be unable to ship your order the following business day. Please allow additional days for the processing of your order during sale times, as well as any (Dutch) public holidays when the post offices are closed.