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Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Service Department at [email protected] .Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.

In the event that you wish to change the shipping address after placing an order, please contact our Customer Service Department at [email protected] . as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.

We ship worldwide. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping weight for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers.

The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.

The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes. The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history. We would advise you to contact our dedicated Customer Service Department at support.rosegal.com and provide them with your Rosegal order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.

Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. Rosegal do not add taxes, VAT, duty, or any other hidden charges.

If the items are detained by Customs, the buyer is responsible for clearance of the items.

If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.

Our handling time is 3-5 days. This means that your item(s) will generally be sent out in 3 business days.

Cancellation before payment If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart. The original order number Withdrawing an order after payment If you have already paid for an order and want to cancel it, please contact our Customer Service Department at [email protected] as soon as possible. If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes. If the package has already been dispatched, then we are not able to cancel or change the order. If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department at [email protected] and we will process the updated order; there is usually no additional fee for this service. Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service at [email protected], please provide us with the following information: The original order number The reason for the exchange Photographs clearly showing the problem with the item Details of the requested replacement item: the item number, the name and color Your shipping address and phone number Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have an RMA number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information. The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.

At OOKY, we pride ourselves in the quality and fit of our clothes. All the Women's Clothing that we sell are designated as OSRM (Other Special Regulated Materials) and, once sold, cannot be returned or exchanged in cases other than quality issues or shipment issues. Quality Issues: Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 30 calendar days after receiving the garment-it must be unwashed, unworn and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund. Shipment Issues: We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered. Please note: All returned and exchanged items must be returned within 30 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, is damaged, has had its tags removed, or is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way.

After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to our warehouse. Once we have received the item(s), we will confirm the RMA information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.