FAQ
Answers to the questions we hear most often. If yours isn't here, email support@roseluxestore.com and we'll be glad to help.
Orders
How do I track my order?
Once your order ships you'll receive a tracking number by email. Please allow 1–2 business days for tracking information to update. You can also use our order tracking page.
Can I cancel my order?
Yes, free of charge, as long as it hasn't shipped yet. Email support@roseluxestore.com as soon as possible with your order number. Once an order has shipped it can no longer be cancelled, but you may return it under our Refund Policy. Digital products cannot be cancelled once delivered.
I entered the wrong address. What should I do?
Contact us as soon as possible, before your order ships. We are not responsible for orders delivered to an incorrect address provided at checkout.
Shipping
How long does it take to process my order?
Orders are processed within 1–3 business days (Monday–Friday, excluding holidays) after payment is confirmed. During sales or holiday periods, processing may take a little longer.
How long does delivery take?
Estimated delivery times after your order ships are 2–3 business days within the United States and 7–12 business days internationally. These are estimates and are not guaranteed; delays can happen due to carriers, customs, weather or other events outside our control.
How much is shipping?
Shipping costs are calculated and shown at checkout before you pay.
Why did my order arrive in more than one package?
If you order several items, they may ship separately and arrive on different days. You'll receive tracking information for each package.
Will I have to pay customs or import taxes?
International orders may be subject to import duties, taxes or customs fees charged by the destination country. Unless stated otherwise at checkout, these charges are the responsibility of the customer.
My package is late or missing. What now?
If your order hasn't arrived within 10 business days (United States) or 20 business days (international) of shipment, or tracking shows it as delivered but you didn't receive it, contact us and we'll work with the carrier to resolve it.
Returns and refunds
What is your return policy?
You have 30 days after receiving your item to request a return. The item must be in the same condition you received it: unworn or unused, with tags, and in its original packaging, together with your receipt or proof of purchase.
How do I start a return?
Email support@roseluxestore.com with your order number and the reason for the return. If your return is accepted, we'll send you return instructions. Items sent back without first requesting a return will not be accepted.
Who pays for return shipping?
If the item is defective, damaged, or we sent the wrong item, we cover the return shipping. For all other returns, such as a change of mind, return shipping is paid by the customer and is not refundable.
My item arrived damaged or isn't what I ordered.
Contact us within 7 days of delivery with your order number and photos of the item and packaging so we can make it right.
Which items can't be returned?
For health and safety reasons, opened or used beauty, skincare and personal care products, opened supplements and other consumables, perishable goods, custom or personalized items, gift cards and digital products, sale or clearance items, and hazardous materials cannot be returned unless they arrive damaged or defective.
When will I get my refund?
We'll notify you once we've received and inspected your return. If approved, you'll be refunded to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund.
Can I exchange an item?
The fastest way is to return the item you have and, once the return is accepted, place a separate order for the new item.
Contact
How can I reach customer support?
Email support@roseluxestore.com or call +1 (571) 615-2339. Support is available Monday–Friday, and we aim to reply to all messages within 24–48 hours. You can also use our contact page.
For full details, see our Shipping Policy and Refund Policy.