When and how will my invoice be sent?
Your invoice will be handled by Klarna and sent 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 Klarna
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 refund will be issued through Klarna.
Which payment options do you offer?
Mastercard, Visa, Visa Electron, Maestro & American Express. No extra charge.
Klarna Pay Later - Receive the goods. Try them in the comfort of your own home. Pay 14 days after order has been placed.
Klarna Pay Now - Pay with card or direct bank transfer through Klarna.
Klarna Slice It - divide your payments into instalments.
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 email@example.com 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.
- Take the package to any DHL agent.
- Return shipping is not refundable.
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).
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 firstname.lastname@example.org. 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.