FAQ

We’ve provided a quick guide to some of our most-asked customer service related questions. If you don’t find an answer to what you are looking for, just use the form below to get in touch with us and we would be more than happy to help.

Is the shipping discreet?

Yes, 100%. We are a strong advocate for personal privacy and we do whatever it takes to preserve yours. We pack your order in non-descript envelopes and boxes, just like your everyday mail or packages. We know you don’t want that nosey neighbour or anyone in your family to find out what happens behind those curtains! The only identifying marks are your mailing address and ours. The brand name does not appear anywhere on the outside of your package.

What if I need to modify my order?

If you contact us in time before we ship your order, we might be able to cancel your order and help you order once again.

What if I need to change my shipping address?

If you send us an email in time before we ship your order, we might be able to cancel your order and help you change the shipping address.

What are the shipping times?

We ship and aim to deliver all products within 3 working days.

I placed an order but the payment failed.

Don’t worry. If the payment failed, your bank will automatically refund this to you within 7 working days.

Is the payment secure?

Yes 100%. We do not process payment by ourselves and have partnered up with industry leading payment processors who use 100% secure systems.

What will show up on my statement?

None of our brand names will show up on your statements and will only show our generic brand initials which will be non-identifiable.

Do you provide an Invoice?

Upon successful payment, our system will auto-generate a PDF invoice for your confirmation.

What is the returns and refund policy?

Customers are encouraged to check with us for any size related questions before making a purchase. In the unlikely event of you receiving a damaged product, let us know via the contact form below and we will try our level best to replace your defective product. We review all returns and refunds on a case to case basis and would love to help you out as soon as possible. 

I have received a defective item on delivery. What do I do?

While we take utmost care to ensure that none of our customer receive a damaged or defective piece, we do understand that there can be unforeseen chances of a product being damaged upon arrival. Contact Us Immediately and we shall try our best to sort it for you as soon as possible.

Still have a question?

Email us at hello@rosetoys.eu or contact us using the form for more information.