After the delivery date, you have 30 days to return the items to us.

You agree that you may only request a return/refund in the following cases:

• You made a payment through valid and direct payment methods on the website rosie-hong.com but did not receive the Product or did not receive all the Products ordered.
• The Product was defective or damaged during transportation.
• The Product is of the wrong size, wrong color, etc.

• Items must be in their original condition and include all labels.
• Items must be free from makeup, deodorant marks, alterations, odors, stains, or any other signs of wear to be eligible for a refund. The original package is preferred.
• Items missing tags or worn or damaged in any way will not be refunded.

Additional return/refund condition for custom-made garments:

To be eligible for return & refund, any discrepancies must be related to:

• Measurement inaccuracies from the final product compared to the provided 3D scans.
• Differences in design, color, or material from what was specified in your confirmed order.

• The returned shipping cost is on us.
• If you request for a refund, please be aware that expenses incurred during delivery including shipping fee, duties, and taxes are non-refundable. You will be only refunded the original price of your order.

YOU MUST REQUEST A REFUND WITHIN 7 DAYS FROM THE DELIVERY DATE.
(This does not mean you have to return the package within 7 days; you still have 30 days to return the package.)

1. Log in to your account on the Rosie Hong website
2. Go to “My Account” ➜ “Orders”
3. Choose the product you want to return/get a refund ➜ “View”
4. Click on “Request For Refund”
5. Wait for the email update, and we will give you instructions on how to return the item; Please give us some time to process the request.
6. If the request is valid, we will refund you to your original payment method.

Once the request has been approved by our team, your refund will be processed within 2 to 5 working days*.

After that, please allow a further 5 working days for the refund to appear in your account. You will receive an initial email confirming receipt of your parcel, followed by a second email once the refund has been processed.

*During Archive events and the festive season, your order may take slightly longer to be reimbursed.

Applicable for Custom-made items only.

• Should minor adjustments be needed, and you are located within Vietnam, we can provide repair services directly. For international clients, we will provide detailed guidance on how to have your garment adjusted locally and offer compensation via your Rosie Hong account.
  
• Our commitment to customer satisfaction and sustainability is reflected in our personalized tailoring and premium material selections. Should you have any questions pertaining to your unique Rosie Hong garments or our compensation policy, please do not hesitate to contact our customer service team for assistance.
• For further details on maintaining the quality of your bespoke garments, please refer to our ‘Caring & Preserving Instructions’ available on our website.
• Thank you for choosing Rosie Hong for your custom-made and bespoke tailoring needs. We are dedicated to ensuring a seamless experience from conception to the final stitch.