FAQ

ORDER

Learn more about the ordering process, how to change or cancel your order, and get answers to frequently asked questions about your orders.

What happens when my order is completed?

Once your order is finalized, you will receive an order confirmation email containing the items you ordered, your delivery and billing address, and your selected payment method.

We will then begin processing your order. Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

If you are not satisfied with your order, you may request a return in accordance with our Return & Refund Policy.

Can I cancel my order if it hasn't shipped yet?

Cancellation is possible as long as your order has not yet been processed or dispatched.

Because order processing may begin shortly after purchase, please contact us as soon as possible at support@roseandzion.com with your order number and cancellation request.

Once an order has been processed or dispatched, cancellation is no longer possible. You may still request an eligible return within 30 days of receipt in accordance with our Return & Refund Policy.

SHIPPING AND DELIVERY

Information about shipping costs, delivery times, tracking, and frequently asked questions about delivery.

How long is the delivery time?

Once your order has been placed, processing usually takes 1 to 3 working days.

After processing, the average transit time is 4 to 8 working days.

The total delivery time is usually 8 to 12 working days.

Orders placed on weekends or public holidays will be processed on the next working day.

During busy periods, holidays, customs inspections, carrier disruptions, or other circumstances outside our reasonable control, delivery times may occasionally be delayed.

How much does shipping cost?

We offer free shipping on all orders, regardless of the order value.

There are no extra delivery charges or hidden shipping fees.

Applicable customs duties, import taxes, and import-related charges are included in the price paid at checkout. Customers should not normally be required to pay additional import charges upon delivery.

Where do you ship from?

Our products are shipped directly from our fulfilment partners in China to customers in the United States via international logistics partners.

How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

You can use the tracking link in that email to follow your shipment.

If you have not received tracking information after your order has been dispatched, please contact us at support@roseandzion.com.

How can I be sure that my order has been placed correctly?

After completing your order, you will receive an order confirmation email.

Please check the items ordered, your delivery address, billing information, and payment details carefully.

If you do not receive an order confirmation or believe something is incorrect, please contact us at support@roseandzion.com.

Can my shipping address differ from my billing address?

Yes. During checkout, you may enter a delivery address that differs from your billing address.

Please make sure all address details are correct before completing your order.

Can I change the delivery address for an already confirmed order?

Please contact us as soon as possible at support@roseandzion.com.

Because orders may begin processing shortly after purchase, we cannot guarantee that a delivery address can be changed after an order has been placed.

Once an order has been processed or dispatched, the delivery address can no longer be changed.

RETURNS AND REFUNDS

Policies and procedures for returns, refunds, and damaged or incorrect items.

How can I send a return?

If your order is eligible for return, please contact us first at support@roseandzion.com.

Please include:

• Your order number

• The reason for your return

• A photo of the product if it is damaged or incorrect

• Your contact details

Returns sent without prior request and approval may not be accepted.

Once your return request has been approved, we will provide you with the return instructions and return address.

Our returns are processed through our international logistics facility in China.

Within what period can I return an item?

You can request a return within 30 days of receiving your order.

The product must be unused, undamaged, and returned in its original packaging.

Please see our Return & Refund Policy for the complete return conditions.

Who pays the return shipping costs?

If you return an item because you changed your mind or ordered the wrong item, you are responsible for the return shipping costs.

If you received an incorrect or damaged item due to our mistake, Rose & Zion will cover the applicable return shipping costs.

Always use a tracked shipping method when returning an item.

How long does it take to receive my refund?

Once we have received and inspected your return, we will notify you by email whether your refund has been approved or rejected.

If approved, the refund will be issued to your original payment method within a maximum of 30 days.

The time it takes for the refund to appear in your account may also depend on your bank or payment provider.

What should I do if my item arrives damaged or incorrect?

Please contact us at support@roseandzion.com as soon as possible and include:

• Your order number

• A description of the issue

• Clear photos of the product and, where relevant, the packaging

If the item was damaged or incorrectly delivered due to our mistake, we will assist you in accordance with our Return & Refund Policy.

PRODUCT INFORMATION

Where do Rose & Zion products come from?

Rose & Zion works with selected international manufacturing and fulfilment partners.

Our products are shipped directly from our fulfilment partners in China.

Material, durability, care, and product-specific information will be stated on the relevant product page where applicable.

Are customs duties or import taxes charged on delivery?

Applicable customs duties, import taxes, and import-related charges are included in the price paid at checkout.

Customers should not normally be required to pay additional import charges upon delivery.

If a carrier or customs authority unexpectedly requests an additional import-related payment, please contact us at support@roseandzion.com before making payment so that we can assist you.

CONTACT US

If your question is not answered above, please contact us through our contact form or by email at support@roseandzion.com.

We aim to respond within 24 hours.

Customer service hours:
Monday–Friday, 9:00 AM–5:00 PM CET

Rose & Zion is operated by:

APH Commerce V.O.F. (Rose & Zion)
Hoogstraat 30F
1541 KZ Koog aan de Zaan
The Netherlands