FAQ

I need to change my address but my order has been shipped, can I change it?

Unfortunately once we have shipped your order we are unable to change your address details. 

 

I have changed my mind, can I cancel my order once it has been placed? 

Once orders have been placed we begin processing ASAP so we can get your pieces out to you as soon as we can, therefore we can't guarantee your order can be cancelled once it has been placed. Please contact hello@rosoki.com ASAP if you have had a change of heart regarding your order and we will try and help you - but please note this cannot be guaranteed. 

 

My item has arrived faulty

We are so sorry to hear your item has arrived to you faulty. 

Please contact hello@rosoki.com within 30 days of receiving your order with a photo of your item and we will get this sorted for you. 

 

When will my order be shipped?

You can find all information regarding shipping here.

 

Where can I track my order?

Once your order has been dispatched you will receive a shipment email with your tracking link. 

 

My parcel got lost, what can I do?

If your package gets lost in transit once shipped we can resend your order. We cannot offer refunds for lost parcels. 

 

My tracking hasn't updated

Please allow 48 hours for your tracking to be updated once you receive your shipment notification. 

 

Do you ship worldwide? 

Yes! We proudly offer worldwide shipping

 

Do I have to pay for custom fees?

We are not responsible for any duties, taxes or customs fees.