Refund policy
At ROSAVIEL, we want you to feel confident with every purchase. If something isn’t quite right, eligible items may be returned within 30 days of delivery, subject to the conditions below.
1. Return Window
You may request a return within 30 days from the date your order is delivered.
Returns requested after the 30-day period may not be accepted.
2. Return Eligibility
To qualify for a return, items must be:
- Unworn, unwashed, and unused
- In their original condition
- Returned with all original tags attached
- Returned in the original packaging where applicable
- Free from perfume, deodorant, makeup, stains, damage, or other signs of wear
For hygiene reasons, lingerie must be tried on carefully and, where applicable, over personal undergarments.
3. Hygiene-Sensitive & Non-Returnable Items
Due to the intimate nature of our products, certain items cannot be returned once opened, worn, or tried on in a way that may compromise hygiene.
This may include:
- Panties, thongs, and similar intimate bottoms
- Crotchless lingerie
- Adhesive lingerie products
- Hosiery
- Intimate accessories
- Items with a removed or damaged hygiene liner
- Gift cards
- Items marked Final Sale
Bodysuits and one-piece styles may only be eligible for return if they are unworn, all tags remain attached, and any hygiene liner remains fully intact.
If you are unsure whether your item is eligible, please contact us before sending it back.
4. How to Request a Return
To start a return, please contact:
Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos if the item is damaged, defective, or incorrect
Please do not send any item back until our customer support team has provided return instructions.
5. Return Shipping
If the return is due to a change of mind, sizing preference, or other customer-related reason, return shipping costs are the customer’s responsibility.
If you receive an item that is damaged, defective, or incorrect, please contact us and we will review the issue and provide an appropriate solution.
6. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.
Please provide:
- Your order number
- Clear photos of the item
- Clear photos of the packaging, where relevant
- A short description of the issue
Once reviewed, we may offer a replacement, refund, or other suitable resolution depending on the circumstances.
7. Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow approximately 5–10 business days for the refund to appear after it has been processed. Processing times may vary depending on your bank or payment provider.
Original shipping charges are generally non-refundable unless the return is due to an error on our part.
8. Exchanges
We currently do not process direct exchanges.
If you would like a different size, color, or style, please contact us regarding your return and place a new order for the preferred item.
9. Order Cancellations
If you need to cancel or change an order, please contact us as soon as possible at:
We will do our best to accommodate your request, but once an order has been processed or shipped, it may no longer be possible to cancel or modify it.
10. Return Address
A return address and return instructions will be provided after your return request has been approved.
Please do not send returns to the address shown on your parcel unless our support team specifically instructs you to do so.
Unauthorized returns may not be accepted or processed.
11. Final Sale Items
Items clearly marked Final Sale are not eligible for return or refund, except where the item arrives damaged, defective, or incorrect.
12. Contact Us
For questions about returns, refunds, damaged items, or order issues, please contact:
ROSAVIEL
Email: rosavielofficial@rosaviel.com
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