For safety and security, each customer is allowed to create only one registered account by default. For customers who attempt to create several accounts, Rosegal.com reserves the right to suspend accounts without further notice.
Order AcceptancePlease note that there may be certain orders that we are unable to fulfill or accept and must cancel. Rosegal.com reserves the right, at sole discretion, to refuse or cancel any order for any reason. Some situations that may result in your order being canceled include stock limitations, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We may also require additional verification or information before accepting any order.We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order.
Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics provider. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.
Rosegal is not responsible for late deliveries for special occasions, such as birthdays, or other events. We encourage customers to place their order in advance to ensure there is enough time to receive their item.
We at Rosegal have informed our customers of the peak Christmas season in advance via banners and newsletters, and offered suggestions for the final order date and shipping methods for this period. We can therefore not be held responsible if an item does not arrive in time for Christmas.
All orders reported as "delivered" by the shipping companies are considered delivered. Rosegal cannot be made liable of non-delivery in this case.
Order Cancelation Order cancelations are possible at anytime prior to shipping; for help in cancelling an order please contact our Support Center.However, once an order has been dispatched, it cannot be canceled, changed, or refunded. Upon receipt of the package, our warranty and returns policy comes into effect.
Shipment from China
All shipments come from China and are delivered duty unpaid. Therefore, any and all customs or import duties that are charged by the local customs once the parcel reaches its destination country must be paid by the customers. Should the customers refuse the package due to import duties or taxes, they take full liability for all the costs involved in the process.
In accordance with customs regulations, Rosegal is unable to declare purchased items as a gift or to state an amount lower than the actual product value.
Rosegal strongly recommends all customers to purchase shipping insurance during the checkout.
This ensures that if there are any issue during the delivery process that Rosegal will send you the same product free of charge. If the item becomes unavailable we will offer you alternative refund options.
Orders that do not have shipping insurance will not be the responsibility of Rosegal in the event that there is an issue during the shipping process.
Whatever the customer orders is what we ship. We can not be held liable for the customer receiving the wrong item if they placed the wrong order.
If a delivery fails for any reason and the address sent to was the correct address as provided by the customer, Rosegal cannot be held liable if a package is returned to us.
Note: Rosegal ships from different warehouses. For orders with more than one item, we may split your order into several packages according to stock levels, at our own discretion.
Typographical ErrorsWhile Rosegal.com strives to provide accurate product and pricing information, pricing or typographical errors may occur. Rosegal.com cannot confirm the price of an item until after you place an order. In the event that an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, Rosegal.com shall have the right, at our sole discretion, to refuse or cancel any orders placed for that item. In the event that an item is mis-priced, Rosegal.com may, at our discretion, either contact you with instructions or cancel your order and notify you of such cancellation.
Pricing in Different CurrenciesPricing of products sold by Rosegal.com are based upon figures calculated in U.S. Dollars (US$). Prices displayed in other currencies are converted from U.S. Dollars according to the most up to date conversion rates. Due to fluctuating currency values, prices displayed in non-U.S. denominations of currency on the site, other than on the individual product page, may not be the most current. Areas of the site where non-U.S. denominations of currency might be inaccurate include, but are not limited to, promotional banners, promotional pages, and information on product category pages.
The price displayed on an individual product page, regardless of currency denomination, is the current price you are liable to pay to Rosegal.com, excluding shipping.
Rosegal has no knowledge of, and is not responsible for, any additional bank charges or exchange rate fees that are charge by the issuing bank or a third party payment provider. These fees are solely the customers responsibility and will not be reimbursed by Rosegal.
ArbitrationWhere the parties fail to settle a dispute within 30 days after such dispute occurs, they agree to submit such dispute to the South China International Economic and Trade Arbitration Commission(the "SCIA") for arbitration which shall be conducted in accordance with the Commission's arbitration rules in effect at the time of applying for arbitration. The arbitral awards are final and binding upon both parties. It is prohibited to bring class actions against Rosegal on a non-individual basis.
Applicable LawThese conditions are governed by and construed exclusively under P.R.C laws without regard to conflicts of laws principles.
LinksThis site may contain links to other sites on the internet that are owned and operated by third parties. You acknowledge that Rosegal.com is not responsible for the operation of or content located on or through any such site.
RemediesYou agree that Rosegal.com's remedy at law for any actual or threatened breach of this Agreement would be inadequate and that Rosegal.com shall be entitled to specific performance or injunctive relief, or both, in addition to any damages that Rosegal.com may be legally entitled to recover, together with reasonable expenses of any form of dispute resolution, including, without limitation, attorneys' fees.
No right or remedy of Rosegal.com shall be exclusive of any other, whether at law or in equity, including, without limitation, damages injunctive relief, attorneys' fees and expenses.
No instance of waiver by Rosegal.com of its rights or remedies under these terms and conditions shall imply any obligation to grant any similar, future or other waiver.
Customer Code of Conduct Policy
At Rosegal we are always here for our customers and will do our best to resolve all issues to customer's satisfaction in a polite, professional and amicable way. Thus, we will not tolerate any unacceptable or unreasonable behavior towards our Customer Service Team members.
Unacceptable behavior directed towards Customer Service staff or Rosegal may, for example, include but not be limited to any of the following:
-Aggressive, abusive and threatening behavior. Examples include: any and all direct or implied threats on any communication channel; intimidating language; personal and verbal abuse; sexist, racist, homophobic, or derogatory remarks; rudeness; inflammatory statements; swearing; and unsubstantiated allegations.
-Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persisting despite reasonable and fair solutions being offered in accordance with our policies.
-Asking, expecting or demanding staff to breach established company policy guidelines, e.g. refund amount, time-frame, special compensation, etc.; similarly, seeking an unrealistic outcome beyond the scope of our own policies and procedures. By default, the refund amount cannot exceed the original order amount paid to Rosegal.
-Repeatedly changing the nature (or focus) of a complaint or the desired outcome, part way, after a formal response has been provided.
-Excessive number of complaints compared to the total purchase value history. Including opening an excessive number of Live Chat or tickets.
For such behavior, complainants may be advised and formally notified of the following:
-Their language is considered offensive, abusive, threatening, and wholly unacceptable.
-They must refrain from using such language, intimidation, and threats.
-There will be no further exchange of correspondence on the matter if they persist with this behavior.
-Rosegal reserves the right to no longer accept orders from the customer in the future without further notice.
RoseGal Complaint Escalation Process
This process applies strictly to Customer Service issues. For separate legal issues such as copyright, please refer to our legal window here .：
If the customer is dissatisfied with the solution offered by our Customer Service, the customer may contact our Customer Service Supervisor by submitting a new ticket in “submit a formal complaint” section as follows:
Contact us > Submit a ticket > Select Warranty & R.M.A enquiries > Submit a formal complaint.
We respond to all complaints within 24 hours except on weekends and public holidays.