Shipping policy

Shipping & Returns Policy

Last updated: April 2026

Shipping Policy

Processing Time

All orders are processed within 1 to 3 business days of payment confirmation. Business days are Monday through Friday, excluding public holidays. Orders placed on weekends or public holidays will begin processing on the next available business day. You will receive an email confirmation with your tracking number once your order has been dispatched.

Delivery Timeframes

Estimated delivery times are as follows:

  • United States: 5 to 14 business days
  • Europe: 5 to 13 business days
  • Australia & New Zealand: 5 to 13 business days
  • Rest of World: 6 to 25 business days

All delivery timeframes are estimates only. Rosela makes no guarantee of delivery by a specific date. Delivery windows are provided by our fulfillment partners and third-party carriers and are subject to change without notice. Rosela is not responsible for delays caused by customs clearance, international shipping carriers, weather events, natural disasters, public health emergencies, peak holiday periods, or any other circumstance outside of our direct control.

Shipping delays do not qualify for refunds, compensation, store credit, or order cancellation once the order has been dispatched.

Tracking

A tracking number will be provided once your order ships. Tracking updates may take 2 to 5 business days to appear in the carrier's system after dispatch. Rosela is not responsible for tracking information that is delayed, incomplete, or unavailable due to carrier system limitations.

Lost or Undelivered Packages

An order is considered lost only if no delivery scan has been recorded by the carrier within 30 business days of the dispatch date for domestic orders and 45 business days for international orders. If your order meets this threshold, contact us at support@rosela.co and we will investigate with the carrier. Resolution may include a replacement shipment at our discretion. Rosela does not offer cash refunds for lost packages and reserves the right to require a carrier investigation before issuing any remedy.

If tracking confirms an order was delivered to the address provided at checkout, Rosela accepts no responsibility for packages that are missing, stolen, or left unattended after delivery confirmation. It is the customer's responsibility to ensure a safe delivery location is provided at checkout.

Incorrect Address

It is the customer's sole responsibility to ensure the shipping address entered at checkout is correct and complete. Rosela is not liable for orders shipped to an incorrect or incomplete address provided by the customer. If an order is returned to us due to an incorrect address, the customer will be responsible for re-shipping costs. If an order is not returned to us and is lost as a result of an incorrect address provided by the customer, no refund or replacement will be issued.

Customs, Duties and Import Taxes

International orders may be subject to customs duties, import taxes, and fees imposed by the destination country's government. These charges are entirely the responsibility of the customer and are not included in your order total or shipping cost. Rosela has no control over these charges and cannot predict what they may be. Refusal to pay customs duties resulting in a returned or abandoned package does not entitle the customer to a refund of the original order value or shipping costs.

Returns & Refunds Policy

Our Commitment

Rosela stands behind the quality of every product we ship. We offer a 30-day money back guarantee on your first purchase of any product, subject to the conditions outlined below. After 30 days from the date of delivery, all sales are final and no returns, exchanges, or refunds will be accepted under any circumstances.

Eligibility for Return

To be eligible for a return and refund under our 30-day guarantee, all of the following conditions must be met:

  • The request must be submitted within 30 days of the confirmed delivery date as recorded by the carrier
  • The item must have been purchased directly from rosela.co
  • You must contact us at support@rosela.co before sending any item back
  • Proof of purchase must be provided

Non-Returnable Items

The following are not eligible for return or refund under any circumstances:

  • Items purchased more than 30 days after the confirmed delivery date
  • Items purchased from third-party retailers or resellers
  • Bundle orders where one or more items have been fully used
  • Digital products or downloadable content
  • Items damaged due to misuse, improper application, or failure to follow product instructions
  • Items returned without prior written authorization from Rosela
  • Orders where the customer selected the incorrect shade and the product has been opened and used

Change of Mind

Rosela does not accept returns or offer refunds for change of mind purchases. If you are unsure about a product before purchasing, we encourage you to review all product information, shade guides, and our FAQ section available on the product page before completing your order.

Damaged or Defective Items

If your item arrives damaged or defective, you must notify us within 7 days of the confirmed delivery date by emailing support@rosela.co with your order number, a clear description of the issue, and photographic evidence of the damage or defect. Failure to notify us within this 7-day window voids any claim for a damaged or defective item. At our sole discretion, we may offer a replacement product or store credit. Cash refunds for damaged items are issued only where required by applicable consumer law.

How to Initiate a Return

To initiate a return you must email support@rosela.co with your order number and reason for return. Do not send any items back before receiving written return authorization from us. Unauthorized returns will not be processed and will not be eligible for a refund. Return shipping costs are the sole responsibility of the customer unless the return is due to a verified defect or error on our part. We strongly recommend using a tracked shipping service for all returns as Rosela is not responsible for items lost in return transit.

Refund Processing

Once a returned item is received and inspected, we will notify you of the outcome within 5 to 7 business days. Approved refunds will be processed to the original payment method within 5 to 10 business days depending on your bank or payment provider. Rosela is not responsible for delays in refund processing caused by banks or payment processors. Original shipping costs are non-refundable in all circumstances.

Chargebacks and Payment Disputes

We strongly encourage customers to contact us at support@rosela.co before initiating a chargeback or payment dispute with their bank or card provider. Filing a chargeback without first contacting us may result in your account being flagged and future orders being refused. Rosela reserves the right to submit transaction records, correspondence, and delivery confirmation evidence to dispute any chargeback we believe to be fraudulent or filed without reasonable basis.

Consumer Law

Nothing in this policy is intended to exclude, restrict, or modify any rights you may have under applicable consumer protection laws in your jurisdiction that cannot be legally excluded or modified. Where your statutory rights provide for remedies beyond those outlined in this policy, those rights remain unaffected.

Contact

For any shipping or returns enquiries contact us at: support@rosela.co We aim to respond to all enquiries within 1 to 2 business days.

Rosela reserves the right to update or modify this policy at any time without prior notice. The policy in effect at the time of your purchase will apply to your order.