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RETURNS AND REFUNDS


OUR ANSWERS TO YOUR QUESTIONS

RETURN AN ITEM

You have 30 days to return your order for a full refund.

To do so, simply log into your Roseanna account, select your order, the products you would like to return and specify the reason for return.

From the “My Returns” page, you’ll be able to download the confirmation, to print, and include with your return.

The return address is (can also be found on the return confirmation):

PLF International / Roseanna E-shop
9 Boulevard de l'Europe
77380 Combs-la-Ville
France

We suggest that you return your package with a tracking number to follow the shipment until it is received by our warehouse.

EXCHANGES

We cannot exchange items purchased on our website. If you would like another size, color, or item, simply return and re-order.

DOWNLOAD YOUR RETURN CONFIRMATION

To download, and print your return confirmation, log into your Roseanna account. You’ill find it on the “My Returns” page.

You can also download it by clicking on the link you received by email following your return request. If you do not have a printer at your disposal, please include a handwritten document with the following information, once the return request has been confirmed: Your contact information, the number of your return, and your order number. You can also attach your invoice and specify that it is a return.

REFUND TIMES

Please allow 7 business days (Mon-Fri, excl. French public holidays) for our warehouse to process your return. Refund delays are longer during the summer months, up to 15 business days.

You will receive an email as soon as your refund has been processed. If you selected a payment with 3 interest-free installments, the remaining installments will be cancelled as soon as your refund has been processed.

RETURN FEES

All return fees are to be paid for by the customer.

IN-STORE RETURNS

Online orders are not eligible for in-store returns.

TERMS OF RETURNS & REFUNDS

You have 30 days after receipt of your order to return your items for a refund. Any items missing labels or tags will not be eligible for a return or refund.

The items must be returned in their original packaging still intact, and must be accompanied by the packing list and/or the order form to certify that the item(s) were purchased via our website.

REFUNDS FOR ORDERS PAID FOR IN 3 INTEREST-FREE INSTALLMENTS

Please allow 7 business days (Mon-Fri, excl. French public holidays) for our warehouse to process your return. You will receive an email as soon as your refund has been processed. If you selected a payment with 3 interest-free installments, the remaining installments will be cancelled as soon as your refund has been processed.

THERE IS A PROBLEM WITH ONE OF MY ITEMS.

All we want is for each and every one of your Roseanna pieces to be perfect! If, despite all our quality checks, you find something less than perfect on one of your items, please contact our customer service team at [email protected]

Please include photos of the defect, in order for us to determine the best possible solution.

CONTACT US

Our customer service team is available from Monday to Friday, from 9am to 1pm and 2pm to 5pm CEST.

We are available by email ([email protected])