Return:Refund Policy

At Roselle & Ivy, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully before requesting a return.

If you have any questions, our Customer Support team is always happy to assist you before you send any item back.

1. How Our Business Operates

Roselle & Ivy operates using a made-to-order and supplier fulfillment model. Instead of maintaining large warehouses, many of our products are shipped directly from our trusted international fulfillment partners.

This approach helps reduce unnecessary waste, excess inventory, and environmental impact while allowing us to offer a wider range of products at competitive prices.

Because of this fulfillment model, approved returns may need to be sent to one of our designated international return facilities.

Please do not return any item without first contacting our Customer Support team, as returns sent without authorization may not be accepted.

2. Return Eligibility

You may request a return within 14 days of receiving your order.

To initiate a return request, please contact our Customer Support team and include:

  • Your order number

  • Your full name

  • A brief explanation of the reason for your return

  • Photos if your item is damaged, defective, or incorrect

Once your request has been reviewed and approved, we will provide detailed return instructions and the correct return address.

3. Conditions for Returns

To qualify for a return, items must:

  • Be unused and unworn

  • Be unwashed

  • Be in their original condition

  • Include all original tags and packaging whenever possible

Customers are welcome to try on clothing items, but products must not show signs of wear beyond what is necessary to determine fit.

For hygiene reasons, certain products cannot be returned after opening or use, including but not limited to:

  • Underwear

  • Swimwear (unless hygiene protection remains intact)

  • Earrings and certain jewelry

  • Personal care products

Personalized or custom-made products are also non-returnable unless they arrive damaged or defective.

4. Return Shipping Costs

Unless the return is due to our error (such as receiving the wrong item or a defective product), customers are responsible for the cost of returning their order.

Depending on the product and fulfillment location, returns may need to be shipped to one of our international return centers.

We strongly recommend using a shipping service that includes tracking information, as we cannot be responsible for returns lost during transit.

5. Alternative Resolution

International returns can sometimes be expensive and time-consuming.

Whenever possible, we may offer an alternative solution that is faster and more convenient for both parties, such as:

  • A partial refund

  • Store credit

  • A replacement item

  • A discount on a future purchase

Any alternative solution will always be discussed with you first, and no agreement will be made without your approval.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong product, please contact us within 14 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number

  • Clear photographs of the item

  • Photos of the packaging (if applicable)

  • A description of the issue

Once verified, we will work with you to provide an appropriate solution, which may include a replacement, refund, or another suitable resolution.

7. Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If approved, your refund will be issued to your original payment method within 14 business days.

Please note:

  • Original shipping charges are generally non-refundable unless required by law.

  • Processing times may vary depending on your payment provider or financial institution.

8. Order Changes & Cancellations

Our fulfillment process begins shortly after an order is placed.

If you need to modify or cancel your order, please contact us as soon as possible.

While we will always do our best to assist, we cannot guarantee cancellations or modifications once an order has entered processing or has already been shipped.

9. Incorrect Shipping Information

Customers are responsible for providing accurate shipping information during checkout.

If you notice an error in your shipping address, please contact us immediately.

Although we will do our best to update your order before shipment, we cannot guarantee address changes once processing has begun.

Roselle & Ivy cannot be held responsible for delays or delivery issues resulting from incorrect shipping information provided by the customer.

10. Contact Us

If you have any questions regarding returns, refunds, exchanges, or your order, please contact our Customer Support team.

Roselle & Ivy

Customer Support Email: Info@roselle&ivy.com

We are committed to responding to all customer inquiries as quickly as possible and will always work with you to find the best possible solution.