EXCHANGES & RETURNS

You have 14 days from receipt of your order to request an exchange (size or colour, subject to availability). Go to our returns portal, enter your order number and email address, select the item you want to exchange, choose "Exchange" and then the item you would like. Print the prepaid label and the return slip, put the slip in the parcel and send it back. Once we receive your return, we ship your new item. If the item you want is no longer available, you can choose a store credit (+10%) or a refund.

Not sure about your size, or need advice? Contact us: we'll help you find the fit that suits you perfectly.

The Customer has 14 (fourteen) days from receipt of the Products to exercise their right of withdrawal, for any reason. The dated delivery slip serves as proof of delivery. The Customer then has 14 (fourteen) days from the date of their return request to ship the Products back.

The request can be made online via the returns portal or from the customer account, by email, or by post on plain paper to the contact details given in the General Terms of Sale.

How to proceed?

1. In the returns portal, enter your order number and email address.
2. Select the product(s) you wish to return, give the reason and confirm. You will receive a confirmation email.
3. Choose your solution: exchange, store credit (+10%) or a refund to your original payment method.
4. Print the prepaid label and the return slip (also available in "My returns"), then drop your parcel off with your carrier or at a pick-up point, or at the Roseanna boutique, 5 rue Froissart, 75003 Paris.

For customers delivered in mainland France

• If none of the returned products were discounted (sales, private sales, previews, archive sales, round prices or any other promotion), the return is free, using the prepaid label available in the returns portal.
• If at least one of the returned products was discounted (excluding the "WELCOME10" coupon), a flat fee of €5.90 is deducted from your refund. The prepaid label is still available in the returns portal.
• You can also return your order to the Roseanna boutique, 5 rue Froissart, 75003 Paris, after making your return request online and bringing the relevant items.

For customers delivered outside mainland France

A prepaid label is available in the returns portal. The return fee is calculated automatically for each return by our partner Global-e, depending on the country of delivery. It is at the Customer's expense and deducted from your refund. The risks linked to the return remain the Customer's responsibility, and the Customer must keep proof and date of shipment.

Products must be returned complete, unworn and unwashed, in their original packaging opened with care, with all tags attached. For shoes, the sole must remain intact: we recommend trying them on a carpet or rug. Products that are not returned, are incomplete, damaged, without labels, soiled or show signs of use will not be refunded and will be sent back to you.

After we receive and check your return, you can be refunded within a maximum of 7 working days to your original payment method.

If you prefer a store credit, we give you 10% more on the amount of your return. Once your return has been received and checked, you will receive a store credit code by email, valid for 1 year. Example: you return an item worth €100 and choose store credit, you receive a code worth €110.

Delivery costs higher than our standard delivery costs remain the Customer's responsibility.

If a Product reaches us more than 14 days after the date of the return request, Roseanna reserves the right not to refund it and to send it back to you.

In accordance with article L221-28 5° of the French Consumer Code, the right of withdrawal does not apply to Products that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection.