Find the answers to our frequently asked questions here.
When and how will my invoice be sent?
We will send your invoice to the e-mail address you provided when ordering. If you do not receive your invoice, you can contact us or log in to your account with Avarda.
Where payment is by instalments, the first payment notice will be sent by letter and will arrive in the middle of the following month. For example: for purchases made in January, the first payment notice will arrive in mid-February, with the due date always the end of the month.
I want to return parts of my order. How will this affect my invoice?
Once we have received your return, the returned goods will be removed from your invoice and an updated version will be sent to you by e-mail. You should wait for and pay the updated invoice. Where payment is made before a return is recorded, a payment instalment account will be created at Avarda.
Which payment options do you offer?
Mastercard, Visa, Visa Electron & Maestro. No extra charge.
Pay after receipt of the goods, with payment terms of up to 50 days via Avarda. No additional invoicing fee. The invoice will be sent by e-mail. The due date is always the end of the month.
Rosewall Payment by instalments
We offer payment by instalments through our partner Avarda. This allows you to spread the cost of your purchase and pay at your own pace. Full terms and conditions can be found at www.avarda.se
How long is the returns period?
We offer a returns period of 14 days from the time the package was received.
How do I return items?
This is how you do.
- Send us an email to firstname.lastname@example.org and let us know why and which products you would like to return.
- We will send you a return label to your email. You can use the same bag or box that your order arrived in or you can use your own packaging. The Rosewall-branded box that the garment came in should also be returned – please ensure it is well packaged in order to avoid damage.
- Attach the shipping label that came in the email and we will cover the return shipping cost.
- Take the package to any DHL agent.
I forgot to send you an email regarding my return of the product. What happens now?
Please send us an email and we will process a buy-back and send you a confirmation e-mail once this is complete. Please contact us if you would like an exchange.
How do I exchange items?
Follow the instructions for returning items. Place a new order via the website. This is the fastest way to exchange and enables you to check that the exchange item you want is in stock. Your orders will be processed separately. Read more about your chosen payment method.
A new invoice will be generated and sent to the e-mail address you provided at the time of purchase. The invoice for the goods you want to return will be credited once we have received your return. If you keep parts of your initial order, you will receive two invoices: one for the most recent purchase and an updated version of the invoice for the initial purchase (this will be sent by e-mail).
The new items you order will be added to your Account at Avarda. The items you return will be removed.
You can also pay for your new order on the website. As soon as we have received your return, we will refund the same account that you used when ordering.
How do I make a complaint about an item?
Contact us at email@example.com. Describe the issue and attach a photo showing the fault with the item.
How will my complaint be processed?
In the first instance, the fault will be rectified by a tailor and we will of course cover the cost of this. If your complaint is accepted and it is not possible to repair the item, you will be compensated with a new item or alternatively a credit or a refund.