Help Center

SHIPPING

HOW MUCH IS SHIPPING?

Shipping cost varies depending on your location and shipping options. The standard shipping is Free to most countries worldwide.

DO YOU SHIP INTERNATIONALLY?

Yes, we ship to most countries worldwide. Check the full list of countries here.

HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

Please allow 1-3 business days for processing your order. Some products are made-to-order and therefore have a longer processing time. After processing, your order will be ready to ship out. It usually takes around 3-10 business days for shipping within the US and to Europe, Canada, Australia, and 11-20 business days for international shipping, depending on your location.

CAN I CHOOSE ANOTHER COURIER?

When you place your order at Rosestraya.com, you may choose standard shipping or express shipping options with DHL and FedEx.

HOW DO I TRACK MY PACKAGE?

We will send you a tracking number when your order ships. Simply visit our tracking page and enter the tracking number or your order number and email address to see the shipping status of your package.

WHY CAN'T I TRACK MY ORDER ON THE WEBSITE?

Please note that the tracking updates will be displayed within 24-48 hours after your order is dispatched. Therefore, if you can't find tracking information about your package, please try it later. If you do not see any updates after 48 hours, please contact us.

WHY IS MY SHIPMENT STATUS NOT UPDATING?

Your shipment may be delayed for many reasons. Common delays can be due to, for example: weather incidents, customs or backlogs.

Please contact us if you notice any unusual delays of your shipment.

HELP! THERE'S A PROBLEM WITH MY SHIPMENT!

If there is an issue with your package, please contact our Support Team. Please be sure to include your order and tracking numbers, a brief explanation of the problem and any case or reference numbers you have started with the courier.

SOME ITEMS FROM MY ORDER ARE MISSING/DAMAGED!

Upon receipt of your order, you realised that some items are missing or damaged?You must contact us within 3 days from the delivery date. Any claims made after 3 days will not be accepted.

RETURN & REFUND

WHAT IS YOUR RETURN POLICY?

Rose Straya offer a 30-day refund policy on all orders placed through Rosestraya.com. If you are not satisfied with your order for any reason, simply contact us for return instructions. Please note we can only accept changed of mind returns for items that are unopened and unused. 

Currently, we are offer free local returns for Australia customers. 

Buyers from other countries are responsible for their "changed of mind/no more needed" return shipping fees.

CUSTOMS

DO I NEED TO PAY CUSTOM FEE?

It depends on your country's customs regulations. Import taxes vary widely—some countries have little to no fees, while others charge significant duties.

You'll need to check your country's specific import rules and tax requirements before placing your order. For more details about import taxes, click here information regarding import tax.

The good news? We have local warehouses in select regions! If your item ships from a local warehouse, you won't need to pay any import taxes. Look for the "Local Warehouse" badge on product pages.

HOW MUCH WILL CUSTOMS CHARGES WILL BE FOR MY COUNTRY?

As charges are individually assessed by your country’s officials upon import, we are unable to provide an estimate on how much you may be charged for customs. Charges vary from case to case. Instead, please try contacting the customs officials in your country to get a better idea of what the customs charges may be for your order.

PAYMENT METHODS

WHAT CURRENCY IS DISPLAYED ON THE WEBSITE?

We're an Australian-based company, so our prices are set in AUD (Australian Dollars). For your convenience, you'll see prices and checkout in your local currency—our system automatically converts all prices using current exchange rates.

HOW CAN I PAY FOR MY ORDER?

We accept Visa, Mastercard, Amex, Discover, JCB, Diners Club, PayPal and T/T transfers.

ORDERS

HOW DO I ORDER?

Browse through the products that you love, select desired option (if any), enter the quantity you want to buy then click "Add to cart" and "Check out". Enter your shipping and billing details and wait for your order to arrive at your doorstep. It is that easy :)

I NEED TO MODIFY MY ORDER!

Unfortunately, please note that we are only able to make changes to your order if it has not been shipped out yet. If you want to change anything in your order, please contact us within 12 hours after placing your order. If the order has been shipped, we can no longer make modifications to your order.

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    Within 30 days of received

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    For damaged or lost item