Q&A

#MY ACCOUNT

/ What to find in your Roseanna customer account ?

You have the possibility to retrieve your personal information and make changes to it.

You will find the history of your orders, your delivery addresses and your returns.

/ What is your data used for ?

We use your data to keep you up to date on new releases, seasonal inspirations and looks, private sales and exclusive discounts on iconic pieces from our collections.

/ What are your rights ?

You may request access, correction or deletion of your information at any time. If you no longer wish to be kept informed of our news in a privileged manner, we invite you to unsubscribe by contacting our Customer Service or by unsubscribing from our list.

/ Can I ask to no longer receive your newsletter but continue to be a Roseanna customer ?

An unsubscribe link is always present at the bottom of our newsletters. If needed, our Customer Service is also there to help you, by sending an email to [email protected]

/ Can I request to change my email address ?

Your email is your login on roseanna.fr, its modification is not possible. However, if it is really important for you, it is possible to delete your account (you will then lose your order history as well as everything related to your roseanna.fr account) and create a new one. To do this, our Customer Service is at your disposal by email at [email protected] .

/ Do you sell my personal data to third party providers ?

It is illegal to sell personal customer data without your consent. Roseanna has therefore committed from the beginning not to sell any of its customers' data to other companies.

/ I have lost my password ?

You have the possibility to request a new password. All you have to do is go to the following page : https://roseanna.fr/en/fr/connexion?back=index  and click on "Forgot your password ? "and then follow the procedure by email.

#MY PRODUCT SEARCH

/ I am looking for an item from a current or previous collection. Where can I find it ?

For products currently online, you have the possibility to carry out a search via the "Search" insert. If it is a piece from an old collection and if you know the name of the item, we can actually check if the item is still available. You will then be able to place an order with our Customer Service directly by phone or by email at [email protected] .

#DELIVERY

When your order is shipped, you will receive an email with the tracking number of your package, don't forget to check your spam !

/ Is it possible to be delivered in a store ?

It is possible to be delivered in our stores, via Click & Collect. You will be notified by email when your order is available in the store. Our store managers will contact you to organize the collection of your order.

/ What is the delay between order preparation and shipment ?

Count a delay of 24 to 48 hours in normal period. This period can be extended during peak periods (sales, private sales, ...) and extend to 1 week.

/ What is the delivery time ?

Delivery times may vary depending on the carrier, we can not commit to a specific delivery time (different according to weather conditions, carrier strike…) however the normal delivery time is 48 to 72 hours.

/ The tracking number link of my parcel doesn't work, is this normal ?

It's perfectly normal, it may take a few hours for the tracking number to become active. If you received an email with a tracking link that doesn't work, it's just a matter of time before you can track your parcel.

/ My parcel has been returned to sender, what should I do ?

If your parcel is returned to our stock, you will need to contact Customer Service at [email protected] to let us know if you would like a reshipment or a refund. Refunds are processed within 14 working days.

​/ My package is lost, how can I do ?

We invite you to contact our Customer Service by email at [email protected] and we will try to find the best solution.

#RETURN AND REFUND

You have a period of 30 days after receipt of your order to return your items. Items without labels cannot be returned.

/ Is it possible to make an exchange ?

If you wish to make an exchange, only size exchanges are possible for the same model, in same color. Once you have made your return request, do not hesitate to mention the new size you wish to receive on the return form that you will have inserted in your parcel. Upon receipt of your return parcel, we will send you the new itemdepending on its availability. If the item you want is no longer available, the exchange will be refunded. Refunds are processed within 14 working days.

/ What is the return process ?

Here's how to make your return Roseanna :

You must first make a request for return :

In your customer area, simply go to your order and select the products you wish to return, specifying the reason for return.

Go to your customer account, space "My Returns", you just have to print the document and slip it inside your parcel. The return address is also indicated on this document.

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

You will also receive an email when your return is processed by our team, and a refund will be issued. Refunds are processed within 14 working days from the date of receipt of the return parcel.

/ Do I have to pay for the return shipping costs ?

The customer is responsible for the return costs.

/ Are returns in stores possible ?

Orders placed on the internet cannot be returned to the store.

/ What is the refund period ?

Once the return parcel is received at our warehouse, please allow 14 business days for processing and refund.

/ Are the refund conditions valid even during sales ?

Our repayment terms do not change, even during periods of sales or commercial transactions.

/ If I don't have a printer at my disposal, how do I attach the return slip to my package ?

Once your return slip has been validated on your customer account, we invite you to enter the following information on plain paper: Your contact details, the number of your return / order number. You can also attach your invoice and specify that it is a return.

/ My item has a defect, what should I do ?

We have only one wish: that your Roseanna pieces will suit you. If, despite all our quality controls, your item should present a small defect, we invite you to contact our Customer Service at [email protected].

Don't forget to attach pictures of your defective item to your message! This will help us to offer you the best possible solution.

#PREORDER

/ How can I preorder a product ?

For preorder products, you just have to add it to your cart by going to the product sheet of the concerned product, and click on the Preorder button.

In your cart, you will find a summary of your preorder, you will just have to fill in your delivery address and proceed to payment.

Afterwards, you will receive an email confirming your preorder.

/ When will the payment of my preorder be validated ?

The payment of all preorders is effective at the time of purchase.

/ I have placed a preorder, when will I be delivered ?

The estimated delivery is mentionned on the product shett of the concerned product and in you cart. As soon as your parcel is shipped, you will receive a delivery tracking email.

/ I wish to return a preordered product, how do I do ?

You have a period of 30 days after receipt of your order to return your item. Items without labels cannot be returned.

/ What is the return process ?

You must first make a request for return :

In your customer area, simply go to your order and select the products you wish to return, specifying the reason for return.

Go to your customer account, space "My Returns", you just have to print the document and slip it inside your parcel.

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

You will also receive an email when your return is processed by our team, and a refund will be issued. Refunds are processed within 14 working days from the date of receipt of the return parcel.

/ Do I have to pay for the return shipping costs ?

The customer is responsible for the return costs.

/ What is the refund period ?

Once the package is received at our warehouse, please allow 14 working days (excluding weekends and holidays) for it to be processed and refunded.