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FAQs

1.How do I know my order was successful?

All successful transactions will receive a confirmation email within 30 minutes of purchase. If you have not received your confirmation email, please check your email spam or junk folders before placing your order again. If you still haven’t received your email, please contact our Customer Service team.

2.Do you ship to my country and what are the shipping rates?

We ship worldwide. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping weight for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers.

3.How do I track my order?

When your order is shipped, we will send an email containing a consignment number and tracking ID. Simply follow the link in the email to track the delivery of your parcel.

4.Why is my tracking number invalid?

The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.

The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.

5.How long will my delivery take?

Once your order has shipped, please allow 2-7 business days for delivery depending on your location. Orders requiring ring sizing take up to three (3) additional business days to complete.

6.What could delay my order?

Whilst we endeavour to fulfil all orders, please be aware that some styles may not be available at the time of dispatch, particularly during sale or high demand periods like Christmas. If an item becomes unavailable , we will attempt to locate it at another store and dispatch it to you as soon as possible. We will notify you if we are unable to fulfil your order.

We work hard to protect our customer's personal and financial information from being used in a fraudulent manner. We undertake efforts to verify the security and privacy of all orders. Due to these efforts, most orders take a minimum of 1 - 2 business days before being approved for shipment.Orders requiring ring sizing take up to three (3) additional business days to complete.You can check the status of your order by logging in to your account.

7.I’ve missed my delivery, what now?

If you’re not present when the delivery arrives, a notice will be left at your address providing details of alternate delivery or pick-up arrangements.

8.Can I change my delivery address?

We process and pack your order as soon as possible. This means that your shipping address can only be changed if your order has not been processed by our warehouse team. To change your shipping address, please contact our Customer Service team as soon as possible ensure you include order number.

9.What if my jewelry gets lost in the mail?

While we take every precaution to ensure that your order arrives safely, sometimes something unexpected happens. Until someone signs for delivery, your order is insured, meaning you'll be reimbursed if it doesn't arrive.

10.What payment methods do you accept?

We accept payment by Visa, MasterCard, American Express and PayPal.

11.How do I know if my payment has been received?

Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit rosegal.com and log into your customer account to check the order status at any time. If Rosegal has received payment, the order status will show "Processing".

12.Why isn’t my credit card being accepted?

Please contact your bank or financial institution to rule out any errors from their perspective. You could try an alternate credit card or use PayPal to finalise your order. If you still have an issue, please contact our Customer Service team and noting any errors appearing on screen.

13.How do I return my purchase?

Contact our Customer Service team. You’ll need to provide your order number, contact details and reason for return.

Items should be returned in their original packaging with the original product tags attached and with all paperwork (such as diamond certificates or watch instruction booklets). Include a copy of your returns slip or shipping or order confirmation email in the package.

All shipping return charges must be pre-paid. We cannot accept cash on delivery returns. We require that returned items are insured during delivery to safeguard against loss. We will pay for any return shipping costs if the return is the result of our error or the item is damaged or defective.

All returns are subject to inspection by our Quality Assurance team before a refund is processed. We refund you the same way that you initially paid for your order, excluding any delivery charges, within 15 business days of receiving your returned item.