FAQ
FREE SHIPPING
FREE SHIPPING (USA, UK, Canada, Australia)
We offer free international shipping on orders over USD $99 or a similar equivalent in global currencies.
[AUD $150/CAD $140/ GBP £90]
(*USA, UK, Canada, Australia)
FREE SHIPPING (Japan)
We offer free shipping to Japan on orders over JPY ¥20, 000.
FREE SHIPPING (International)
Normally we only ship to USA, UK, Canada, Australia, Hong Kong S.A.R., Taiwan, Japan.
Please contact us for more information.
DELIVERY TIMELINE
DELIVERY FEE
We offer free international shipping on orders over USD $99 or the equivalent amount in other currencies.
For orders under USD $99, a flat shipping fee of USD $40 will apply.
WHEN WILL MY ORDER SHIP?
Once you've placed an order, we will ship in 10 business days. [Normally within 7 business days]
PARCEL TRACKING
Once your order has been handed over to the carrier for delivery, you will receive a shipment notification email (including a tracking number).
DELIVERY TIME
Usually, you will receive your order within 7 business days after you have received the shipment notification email.
RESCHEDULE DELIVERY DATE
If you are not at the delivery address, please contact the carrier for more information or to reschedule delivery.
PAYMENT METHODS
CREDIT CARD
We accept Visa, Mastercard and America Express.
Apple Pay
Yes, we accept Apple Pay.
Google Pay
Yes, we accept Google Pay.
PayPal
Yes, we accept PayPal.
Others?
We currently support the following payment methods: credit cards (VISA, MasterCard, American Express), Apple Pay, Google Pay, and PayPal. At this time, we do not accept other payment methods. For further inquiries, please feel free to contact us.
Import Duties and Taxes
Are import duties and taxes included?
No, import duties and taxes are not included in the product price or shipping cost. These charges are determined by your local customs office and are the responsibility of the recipient.
Do all countries charge import duties and taxes?
Customs policies vary by country. Some countries may charge import duties and taxes, while others may not. It’s best to check with your local customs office for details.
*Most of our products are shipped from Hong Kong or Japan.
Who is responsible for paying import duties and taxes?
The recipient of the order is responsible for paying any import duties, taxes, or additional customs fees imposed by the destination country.
Why do I need to provide accurate contact information?
Please ensure that your contact information is accurate so the shipping company or local customs can reach you during the clearance process.
How can I find out the duties and taxes applicable to my order?
We recommend contacting your local customs office for information regarding import duties and taxes specific to your country.
For reference only, in most countries or regions, duties are approximately 10-15% of the order total.
What happens if I refuse to pay the import duties and taxes?
If you refuse to pay the duties and taxes, your package may be returned to us or abandoned. In such cases, we may be unable to issue a refund.
Can you mark my package as a gift to avoid import duties and taxes?
Unfortunately, we cannot mark packages as gifts or undervalue the items on customs declarations, as this is illegal and against our policies.
How can I get support if I have issues with import duties or taxes?
If you have further questions or concerns, please feel free to contact us at info@rosaquay.com, and we’ll do our best to assist you.
REFUNDS & RETURNS
When should I contact if I want to return or exchange a product?
We have a 14-day return policy, meaning you have 14 days from the date you receive your item to request a return.
In what circumstances are replacements offered?
We only offer replacements for products with significant production quality issues that make them unusable or unable to function properly.
Can I return or exchange the clothes if they don't fit me?
Unfortunately, we do not accept returns or exchanges due to sizing issues, as size details are provided on the product pages. Please refer to them before making a purchase.
To make a return or exchange request
To start a return, you must first contact us at info@rosaquay.com. Please note that returns must be sent to the designated address: [USA/UK/Australia].
To be eligible for a return, your item must be in the same condition in which you received it—unworn, unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.
Exceptions / Non-Returnable items [List]
Certain types of items cannot be returned, such as all kinds of innerwear (e.g., underwear, socks, leggings, swimwear, etc.), perishable goods (e.g., food, flowers, or plants), custom products (e.g., special orders or personalized items), personal care goods (e.g., beauty products), all kinds of arts and crafts, and items listed as non-returnable. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have any questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Reasons not acceptable for returns or exchanges
- Loose threads or slight misalignment of stitches on the product are normal occurrences that cannot be avoided during production.
- Washing clothes with detergent or using a washing machine may result in size changes or discoloration.
- The color of the product may differ from what is shown on the monitor or in pictures.
- Handmade or crafted products may have uneven surfaces or inconsistent colors.
The above are normal or unavoidable phenomena and therefore do not qualify as reasons for returns or exchanges due to quality issues.
How long does it take to receive a replacement item after returning it?
Upon receiving the returned item, a replacement will be dispatched within 14 working days, provided the returned product meets the required conditions.
Refunds
We only provide refunds if the products are out of stock or no replacement is available.
We will notify you once we have received and inspected your return and inform you whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 30 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 30 business days have passed since your refund was approved, please contact us at info@rosaquay.com.
For more Information
Please read our Refunds and Returns policy or contact us.