運送政策

SHIPPING POLICY (SHIPPING & CUSTOMS POLICY)
ROSA QUAY®

Last Updated: November 7, 2026

At ROSA QUAY®, we strive to deliver your order as smoothly and efficiently as possible. Please read this Shipping Policy carefully before placing your order, as it sets out important information regarding shipping rates, delivery timelines, and your responsibilities concerning international import duties and taxes. This Shipping Policy forms an integral part of our Terms of Service (specifically referenced in Section 1.2(c) and Section 8 of our Terms of Service) and operates alongside our Refund Policy.

SECTION 1 - SHIPPING DESTINATIONS & FREE SHIPPING THRESHOLDS

We primarily ship to the United States, United Kingdom, Canada, Australia, Japan, Hong Kong S.A.R., and Taiwan.

We offer Free Shipping on qualifying orders that meet the minimum spend thresholds listed below (calculated based on the final order subtotal after any discounts or promotional codes have been applied, and excluding shipping fees or taxes):

USA, UK, Canada, Australia: Free shipping on orders of USD $140 or more (or AUD $200 / CAD $200 / GBP £110). Orders below the threshold incur a flat shipping fee of USD $40 (or currency equivalent).
Japan: Free shipping on orders of JPY ¥20,000 or more. Orders below the threshold incur a flat shipping fee of USD $40 (or currency equivalent).
Hong Kong S.A.R.: Free shipping on orders of HKD $700 or more. Orders below the threshold incur a flat shipping fee of USD $40 (or currency equivalent).
Taiwan: Free shipping on orders of TWD $4,000 or more. Orders below the threshold incur a flat shipping fee of USD $40 (or currency equivalent).
Other International Regions: Free shipping on orders of USD $140 or more (or currency equivalent). Orders below the threshold incur a flat shipping fee of USD $40 (or currency equivalent).

Note on Other International Regions: If your shipping destination is outside our primary shipping zones listed above, please contact our Customer Service team at info@rosaquay.com prior to placing your order to confirm carrier availability and delivery eligibility.

Flat Rate Shipping & Currency Conversion: For all orders that do not meet the applicable free shipping threshold, a flat shipping fee of USD $40 (or equivalent in your local checkout currency based on our checkout system's prevailing exchange rates) will automatically apply and be displayed at checkout prior to payment completion.

No P.O. Boxes or APO/FPO Addresses: Because our international couriers require a physical address and recipient signature for customs clearance and delivery, we cannot ship to P.O. Boxes, APO, FPO, or DPO addresses.

SECTION 2 - ORDER PROCESSING, GLOBAL FULFILLMENT & DELIVERY TIMELINES

Please note that the total time to receive your order consists of Order Processing Time plus Shipping/Delivery Time:

Order Processing Time (Before Dispatch): In accordance with Section 6.1 of our Terms of Service, a binding contract for the sale of goods is formed only upon physical dispatch of the merchandise, as confirmed by a formal Dispatch Confirmation email. Unless otherwise specified on the individual product page or at checkout (such as for Pre-Order, Made-to-Order, Bespoke, or Limited-Edition Drop items, which follow their respective disclosed dispatch schedules), once your order is placed and payment is verified, it typically takes up to 7 business days to process, verify stock availability, inspect, and pack your items before handing them over to the carrier. During peak seasons, promotional events, or public holidays, processing may take up to 10 business days.

Estimated Shipping / Delivery Time (After Dispatch): Once your order has been physically dispatched and you have received your Dispatch Confirmation email, the estimated transit time is typically within 7 business days.

Global Fulfillment Hubs & Split Shipments: In accordance with Section 1.5, Section 8.1, and Section 16.2 of our Terms of Service, inventory management, order fulfillment, and physical dispatch of merchandise are executed by our designated international operating and fulfillment affiliates or partner warehouses/studios located in Hong Kong S.A.R., Japan, or other designated regional hubs, depending on stock allocation. If your order contains multiple items stored in different locations, we reserve the right to split your order into multiple shipments at no additional shipping cost to you.

Delivery Delays & Force Majeure Disclaimer: All delivery timelines provided are estimates for reference only and are not guaranteed delivery dates; time shall not be of the essence for delivery. In accordance with Section 8.1 and Section 13.4 (Force Majeure) of our Terms of Service, neither ROSA QUAY® nor its designated operating and fulfillment affiliates shall be liable for shipping delays caused by factors beyond our reasonable control, including but not limited to customs clearance inspections, local carrier delays, severe weather conditions, or global logistics disruptions. Delays in transit do not constitute valid grounds for order cancellation or chargebacks.

SECTION 3 - PARCEL TRACKING & DELIVERY COMPLETION

Tracking Notification: As soon as your package is handed over to our shipping carrier, you will receive a Dispatch Confirmation email containing your tracking number and a link to monitor your shipment's progress.

Missed Deliveries & Rescheduling: If you miss a delivery attempt or are unavailable at the time of delivery, please contact the local shipping carrier directly using your tracking number to reschedule your delivery or arrange for collection.

Risk of Loss, Safe Drop Authorizations & Stolen Packages ("Delivered" Status): Unless otherwise mandatorily required by applicable consumer protection laws in your jurisdiction, ownership and risk of loss pass to the buyer once the carrier records the package as "Delivered" at the shipping address provided at checkout. Furthermore, if you independently instruct or authorize the shipping carrier to leave the parcel unattended without a signature (e.g., "Authority to Leave," "Safe Drop," "Signature Release," or delivery to a neighbor, concierge, or parcel locker), delivery in accordance with your instructions shall conclusively constitute your actual physical possession of the goods, and ROSA QUAY® (and its fulfilling affiliates) shall bear strictly no liability for any subsequent loss, theft, or damage. If your tracking shows "Delivered" but you have not received your parcel, please check with neighbors, building management, and contact the local carrier directly to file a trace claim.

SECTION 4 - IMPORT DUTIES, TAXES & CUSTOMS CLEARANCE (DAP / DDU POLICY)

Policy Update & Price Adjustment (Effective April 1, 2026)
Due to significant fluctuations in global customs policies and international tariff rates, effective April 1, 2026, our shipping services (including Free Shipping) cover shipping transit costs only and do not include import duties or local taxes. To reflect this change and ensure fair pricing for our customers, we have adjusted and lowered our product prices accordingly. Please rest assured that we are actively working with our logistics partners to resume tax-inclusive (DDP) shipping as soon as possible. Please stay tuned for future updates!

4.1 DAP / DDU (Delivered Duty Unpaid) Terms
In alignment with Section 8.2 of our Terms of Service, unless explicitly stated otherwise at checkout, all international orders are shipped on a Delivered At Place (DAP) / Delivered Duty Unpaid (DDU) basis. All product prices and shipping fees displayed on our website are exclusive of any import duties, value-added taxes (VAT), Goods and Services Tax (GST), customs tariffs, or courier clearance/brokerage fees. Because most of our products are dispatched from our fulfillment hubs in Hong Kong or Japan, international orders may be subject to import duties and taxes once the shipment reaches your destination country/region.

4.2 Recipient's Responsibility & Estimated Costs
Sole Responsibility: You, as the recipient and importer of record, are solely responsible for paying all applicable import duties, local taxes (VAT/GST), and any additional customs clearance, brokerage, or handling fees imposed by the destination customs authority or the shipping carrier (e.g., DHL, FedEx, UPS, EMS) to release the shipment.
Estimated Tax Rates: Customs policies vary widely by country/region. As we have no control over these charges, we cannot predict the exact amount in advance and strongly recommend checking with your local customs office prior to ordering. (For general reference only, import charges in most taxable regions are approximately 10%–40% of the total order value).

4.3 Accurate Contact Information Required
In accordance with Section 6.4 of our Terms of Service, you must provide a current, complete, and accurate phone number, email address, and shipping address at checkout. The shipping carrier or local customs office will use this information to contact you promptly for tax payment or documentation during the clearance process. ROSA QUAY® is not responsible for any delays, returns, or customs abandonment resulting from inaccurate contact details or failure to respond to carrier notifications.

4.4 Customs Declarations (No Undervaluing or "Gift" Marking)
By international trade and customs laws, we are legally required to declare the full, accurate purchase value of the items in your order on all commercial invoices and customs declarations. Under no circumstances can we mark packages as "Gifts" or declare a lower value to help avoid customs duties.

SECTION 5 - REFUSED DELIVERIES, UNPAID CUSTOMS DUTIES, UNCLAIMED PARCELS & INCORRECT ADDRESSES

Please ensure that your shipping address is entered accurately at checkout and that you promptly respond to any customs or delivery notifications.

5.1 Refusal to Pay Duties, Failure to Clear Customs, or Unilateral Refusal of Delivery
In accordance with Section 8.3 of our Terms of Service, if the recipient refuses or fails to pay the required import duties, local taxes, or carrier clearance fees, fails to provide required customs clearance documentation, or unilaterally refuses delivery of the package without our prior written authorization—resulting in the package being undeliverable:
If Abandoned or Destroyed by Customs or Carrier: If the shipment is confiscated, abandoned, or destroyed by local customs authorities or the shipping carrier due to unpaid duties, refusal, or unclaimed status, the order is considered a total loss. ROSA QUAY® will not be liable for any loss, and strictly no refund or replacement will be issued.
If Returned to Sender: In the rare event that the undeliverable or refused package is safely returned to our fulfillment warehouse in its original, undamaged condition, we reserve the right to deduct all actual costs incurred—including original outbound shipping fees (even if the order originally qualified for Free Shipping), international return shipping charges, carrier return handling/brokerage fees, customs penalties, storage fees, and administrative handling costs—from any potential refund. If these combined return expenses exceed the original order value, no refund will be issued.

5.2 Address Modifications, Incorrect Addresses & Unclaimed Deliveries
Address Modifications After Order Placement: Once an order has been submitted, it immediately enters our automated fulfillment queue. While you may contact info@rosaquay.com as soon as possible to request an address correction prior to dispatch, we cannot guarantee that your shipping address can be modified or that the order can be intercepted once processing has begun.
Undeliverable or Unclaimed Parcels: If a package is returned to us—or abandoned by the courier—due to an incorrect, incomplete, or unverified address provided by the customer, or due to a failure to claim/collect the package within the carrier's holding period, we are unable to issue a free replacement, and no refund will be issued if the parcel is abandoned or destroyed. If the package safely returns to our warehouse and you would like it reshipped, you will be responsible for paying the reshipping fee (plus any return shipping, storage, and administrative handling charges billed to us by the carrier) prior to re-dispatch.

SECTION 6 - ACCEPTED PAYMENT METHODS

We currently accept the following secure payment methods at checkout:
Credit / Debit Cards: Visa, Mastercard, and American Express
Digital Wallets: Apple Pay, Google Pay, and PayPal

Please note: We do not accept Cash on Delivery (COD), bank transfers, or any other unlisted payment methods.

SECTION 7 - RETURNS, EXCHANGES, FULFILLMENT DISCREPANCIES & 30-DAY REFUND MECHANISM

Please inspect your order immediately upon delivery. In strict accordance with Section 6.3 and Section 9 of our Terms of Service and our separate Refund Policy:

7.1 7-Day Notification Deadline & Mandatory Photographic Evidence
You must notify our Customer Service team via email at info@rosaquay.com within strictly seven (7) calendar days from the date of delivery if the item is defective, damaged, or in the event of any fulfillment discrepancy (such as receiving an incorrect size, incorrect style/item, or missing quantity). Your notification within the 7-day window must include your order number and clear photographic (and, where available, unboxing video) evidence showing: (i) the outer shipping box and courier shipping label; (ii) the actual item(s) received; and (iii) all original ROSA QUAY® swing tags, security ribbons, and packaging intact and attached to the item(s). If you fail to notify us with the required evidence within 7 calendar days of delivery, the merchandise shall be conclusively deemed accepted in the exact size, style, quantity, and condition ordered.

7.2 Original Condition & Remedy at Our Sole Discretion
All items reported for return or replacement must remain strictly unworn, unwashed, unaltered, and with all original swing tags and security ribbons attached. We do not accept returns or exchanges due to sizing issues or personal preference, and strict hygiene/bespoke exclusions apply (subject to mandatory statutory cooling-off rights where applicable by law). Upon verifying an eligible claim and inspecting the returned item at our designated global fulfillment return hub, ROSA QUAY® (or our fulfilling affiliate) shall have the absolute right, at our sole discretion under Section 9.3(c) of the Terms of Service, to either: (1) dispatch a replacement item (subject to stock availability) at our shipping expense; OR (2) if the item is out of stock, discontinued, or if replacement is deemed impracticable by us, cancel the affected item(s) and issue a refund.

7.3 30-Day Refund Processing Period & Bank Delay Disclaimer
In accordance with Section 6.3 and Section 9.3(c)(2) of our Terms of Service, if an order or item is approved for a refund, we will complete our internal refund processing procedure within thirty (30) calendar days from the date we receive, inspect, and verify the returned item (or from the date our cancellation/out-of-stock notice is issued). All refunds are issued strictly to the original payment method and account used for the transaction. Please note that once we have processed the refund on our end, the actual time required for the funds to appear in your account depends entirely on the settlement schedules of your respective bank, credit card issuer, or payment platform, for which ROSA QUAY® bears no liability.

For complete details regarding return eligibility, non-returnable items, statutory rights, governing law (Section 16 of the Terms of Service), and how to submit a request, please refer to our official Refund Policy and Terms of Service.

SECTION 8 - CONTACT INFORMATION

If you have any questions regarding shipping, tracking, customs duties, or timely 7-day fulfillment discrepancy notifications, please reach out to our Customer Service team:
Email: info@rosaquay.com
Attention: ROSA QUAY® Customer Service