At Rosslly, customer satisfaction is always our top priority.
Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly refer to the size charts on the product page.
If you are not satisfied with the items you received, we can easily arrange an exchange or a refund for you. We are here to help!
15 Days Returns Guarantee
Customers can contact us within 15 days from the date of receiving item(s) except the Non-Returnable items. If you have received defective or damaged, wrong size or wrong product, please contact us immediately at our Support Center.
On Rosslly's Responsibility:
Rosslly will be responsible for any faulty, damaged, broken, defective, soiled or wrong items, incorrect size(size mismatch exceeds 3cm/1.5 inch) and wrong color items.
Please send us a clear picture or video of the problem, after confirming it is our fault, we will offer you the appropriate solutions for a refund or an exchange.
On Customer's responsibility:
1. Incorrect order (size of the item): If the customer has ordered an incorrect size or product, we can also manage return/exchange for them.
2. Unwanted or unsatisfied items: If the customers decide that they no longer want the item, they can apply a return for refund or exchange. Please note the items should be on brand new items, unworn, unwashed and unused if customers need to return to us.
On customer's duty, customers will be responsible for paying the return shipping fee and then we can arrange an exchange or refund(not include the original shipping fee).
Non- returnable items:
We will not accept returns under the following conditions:
1. Items out of the 15 days warranty time-limit.
2. Washed, worn, used or misused items.
3. Due to hygiene reasons, we cannot offer refunds or exchange on shapewear, underwear, pajamas and swimwear unless the items are visibly defective.
How to Reach Us
Go to our Support Center and describe the issue in detail, including the return reason, along with your order number and SKU product number. For defective, incorrect or not as the described item(s), please send us a clear picture or video of the problem.
A. Please click here to contact us within 15 days of receiving the product to request a return.
B. Our customer service team will confirm the issues and details, then provide you the return shipping address.
C. Pack your parcel and ship it according to the guide.
D. Get a refund or exchange.
All returns must first be approved by our customer service team.
All returned items must be in brand new condition, unused/unworn, unwashed, come with all original tags and their original packaging.
Any pair of shoes returned to Rosslly shall not be worn and must be returned in their original box too.
Please only return the items which have been approved by our customer service team, and avoid to return more items or fewer items before providing the new return information to us.
If you want to return the items of several orders in one parcel, please write down the order numbers and SKU product numbers for all the returned items, and then put the paper into the return package.
Rosslly.com does not accept C.O.D. deliveries.
For returned items or items for exchange, we will need 3-7 business days upon receiving your item(s) to process the solution.
After this time, the refund time-frame is as below:
Paypal account refunds: Up to 48 hours.
Credit card refunds: Between 7-25 business days.
The exact time can vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates.
If have any questions, please click here to contact our customer service.