Frequently asked questions about returns, refunds and exchanges.

How can I return an item?
Please send the item back to us, preferably with DHL, Hermes or another sender that has a tracking function so that we can find a "missing" package in an emergency. This way you also have shipping for you in black and white.

Which items can be returned?
All unused and undamaged items can be returned within 21 days from the delivery date - with the exception of personalized products.

Items should be in the original packaging with all tags attached.

Which items are non-refundable?
The following items cannot be returned:

  • Gift cards, vouchers
  • Digital products
  • Reduced items
  • Personalized products

The item I received is damaged!
If the product purchased is faulty, please contact us within 7 days of the delivery date. Please send us a photo of the faulty goods so that we can check what the problem is.

Can the items be exchanged?
We allow purchased items to be exchanged for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.

What refund options are there?
We will generally refund you the amount to the original payment method.

How quickly will I receive my refund?
As soon as the returned item has arrived and been checked, we will notify you by email. You will also be notified of the approval or rejection of the refund request. If approved, the refund request will be processed within 5 to 7 business days of approval.

My question is not answered...
If you have any questions about returns or refunds, please contact us directly via email: roosgiftshop@gmail.com