FAQ

Frequently Asked Questions

What is the delivery time for my order?

When you order something from Rozena London, the delivery time may be a bit different than what you're used to. Because our products are shipped directly from our suppliers, we save significantly on storage and shipping costs. This allows us to price our products competitively. The average delivery time is 6 to 12 business days (Mon-Fri, excluding holidays).

What should I do if I haven’t received my order yet?

Due to the high interest in our products, it may happen that your product arrives a bit later than expected. We appreciate your understanding. If this period has elapsed and you still haven't received anything, please email support@rozena-london.com. We will investigate what has happened with your package.

I would like to return my order; how do I do that?

To return an item, simply contact our customer service at support@rozena-london.com. Please provide your name, the order number (e.g., #0000) that you received in the confirmation email, and the reason for the return. We will then give you the return address and confirm the return. After that, you can send the product back to us with a courier of your choice.

What does it cost to return an item?

Returning an item to us is unfortunately at your own expense. The costs depend on the courier. Please check the courier's website for more information about pricing.

What are the terms for returning my products?

There is always a return period of 14 days. The return period starts the day you receive the item. However, there are some conditions for returning an item:

• The return period has not expired;
• The product is in its original packaging, and all labels are intact;
• The product has not been used.

What payment methods can I use?

We accept payments via Credit Cards (Visa, Mastercard, American Express) | Debit Cards (Maestro, Visa Debit) | PayPal | Apple Pay. If you are unsure whether your payment method is accepted, you can follow the steps on the payment page to see all available options. All transactions are processed through secure and reliable payment systems, making them 100% secure.

What should I do if I haven’t received a confirmation email for my order?

If you haven’t received a confirmation email, please send an email with your full name and email address to support@rozena-london.com. We will assist you promptly.

Can I cancel my order?

If you wish to cancel your order for any reason, please send an email as soon as possible to support@rozena-london.com. Provide your name, order number (e.g., #0000) that you received in the confirmation email, and preferably also the reason why you wish to cancel the order.