At Rose & Moi, we want you to be completely satisfied with your purchase. Therefore, we offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, please ensure that the item is in the same condition as when you received it – unworn or unused, with tags attached, and in its original packaging. You must also provide the receipt or proof of purchase.

To start a return, please contact us at customerservice@roseandmoi.com and our customer service team will guide you through the process. Please note that items sent back to us without prior authorization will not be accepted.

If your return is accepted, we'll provide you with instructions on how and where to send your package.

For any questions or concerns regarding returns, please don't hesitate to contact us at customerservice@roseandmoi.com

Damages and Issues:

Please inspect your order upon reception, and if you notice any defects, damages, or if you receive the wrong item, please contact us immediately via email customerservice@roseandmoi.com. Please take a picture and state the issue. We will promptly evaluate the issue and make it right.

Exceptions / Non-Returnable Items:

Certain types of items cannot be returned, including custom products (such as Sale orders or personalized items) and personal care goods (such as adult toy products) due to hygiene reasons. Additionally, we do not accept returns for hazardous materials, flammable liquids, or gases. If you have any questions or concerns about the eligibility of your specific item for return, please get in touch with us.

Please note that sale items and gift cards are non-returnable and non-refundable.

Exchanges:

If you wish to exchange an item, the fastest way is to return the item you have by following our return process. Once your return is accepted, you can make a separate purchase for the new item.

European Union 14-Day Cooling Off Period:

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be in the same condition as when you received it – unworn or unused, with tags attached, and in its original packaging. You'll also need to provide the receipt or proof of purchase.

Refunds:

We will notify you once we've received and inspected your return, and inform you whether the refund has been approved. If approved, the refund will be automatically processed to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at customerservice@roseandmoi.com