FAQs
Orders
How will I know if my order is confirmed?
You will receive an order confirmation email after placing your order. You can track your order using the link provided in the email. Please log in with the email address used at checkout.
How can I find my order number?
After placing your order, you’ll receive a confirmation email that includes your order number. ROSATINA order numbers usually start with RS# followed by digits. Use the link in the email to view your order details.
Can I make changes or cancel my order?
Once your order starts processing, no changes can be made. However, if you contact us within 6 hours of placing your order, we can help cancel and allow you to place a new one. Please reach out to our customer service team as soon as possible.
Can I change the size, color, or style after the order is placed?
We are unable to make any product changes once an order is placed. If you need to make a change, please contact us within 20 minutes of ordering via Live Chat or call our support line so we can assist you with canceling and reordering.
When will my order be shipped?
Most orders are shipped within 2 business days after being placed. We use Yun Express for standard shipping. Orders usually arrive within 5–13 business days after dispatch, depending on your location.
Why I can't find my order details in my account dashboard?
The most common reason is that you checked out as a guest without logging in. If you registered for an account after placing the order, the order won’t appear in your dashboard automatically.
To view your order, please contact our customer service team — we’ll help link your order to your registered account.
Payment
What payment methods do you accept?
We accept major credit and debit cards (Visa, Mastercard, American Express), as well as Apple Pay, PayPal, and Google Pay. Payment options will be displayed at checkout.
Is my payment information secure?
Yes. All payments are processed through secure, encrypted systems to protect your personal and financial information. We do not store your card details.
Why was my payment declined?
There are a few possible reasons:
– Incorrect card details (number, expiration date, CVV)
– Insufficient funds
– Your bank declined the transaction for security reasons
Please try another payment method or contact your bank for more information.
Can I get an invoice or receipt for my payment?
Yes. A digital receipt will be sent to your email after purchase. If you need an official invoice, sorry we don’t have that.
I paid but didn’t get a confirmation email. What should I do?
Please check your spam or junk folder. If it’s not there, contact our customer service with your payment details and we will verify and assist you promptly.
Shipping
What shipping methods do you offer?
We offer standard shipping via Yun Express. For express orders, we use reliable global carriers such as DHL or FedEx. Shipping options and fees will be shown at checkout.
How long does delivery take?
Total delivery time = Processing time + Shipping time
Processing time: 1–3 days
Shipping time:
– Standard Shipping: 4–10 days
– Express Shipping: 2–5 days
So the total delivery time is 5–13 days for standard shipping and 3–8 days for express shipping (where available).
How can I track my shipment?
Once your order is shipped, you’ll receive a tracking link via email. If you have an account, you can also log in to “My Orders” to view tracking details.
Do you ship internationally?
Yes, we ship to many countries. If your location appears at checkout, we can ship to you. For any questions about international shipping, contact our support team.
Will I have to pay customs or import duties?
We will cover the import taxes or customs duties for you.
What should I do if my package is delayed or lost?
If your package is delayed or marked as delivered but you haven’t received it, please contact our customer service. We’ll assist you with tracking or arrange a resolution.
Returns
What is your return policy?
We accept returns within 14 days of the delivery date. Items must be unused, in original condition, and in the original packaging.
How do I start a return?
To initiate a return, please contact our customer service team with your order number and reason for return. We will guide you through the return process and provide a return address.
Do you offer free returns?
Currently, return shipping costs are the responsibility of the customer unless the return is due to a product defect or an error on our part.
When will I receive my refund?
Once we receive and inspect the returned item, your refund will be processed within 3–7 business days. The refund will be issued to your original payment method. Please note it may take additional time for your bank or payment provider to reflect the amount.
Where will my refund go?
Your refund will be returned to the original payment method used when placing the order.
For example:
– If you paid by credit card, the refund will go back to that card
– If you used PayPal, the refund will return to your PayPal account
What if I received a defective or incorrect item?
We’re sorry! Please contact customer service within 48 hours of receiving your order with photos of the item. We’ll resolve the issue by sending a replacement or issuing a full refund.
