RETURN AND REFUND POLICY

CANCELATION

In case you change your mind after completing your purchase, you can cancel your order within 24 hours for a full refund.

RETURN & REFUND

Time Frame for Compensation Requests: We ask that you submit your compensation request within 7 days of receiving your garment to ensure a prompt resolution.

For ready-to-wear garments:

    • You must manage the return within 30 days from the shipping date of your order.
    • Items must be in their original condition and include all labels.

    • Items must be free from makeup, deodorant marks, alterations, odours, stains, or any other signs of wear to be eligible for a refund. An original package is preferred. Items missing tags or worn or damaged in any way will not be refunded.

    • Please be aware that expenses incurred for shipping, duties, and taxes are non-refundable. Furthermore, if a buyer declines to accept a parcel, all costs associated with the automatic return shipping and duties will be the buyer’s responsibility.

For custom-made garments:

To be eligible for compensation, any discrepancies must be related to:

    • Measurement inaccuracies from the final product compared to the provided 3D scans.
    • Differences in design, colour, or material from what was specified in your confirmed order.
  1. Log in to your account on the Rosie Hong platform.
  2. Select the product you are unsatisfied with and follow the instructions to submit evidence of the discrepancy (such as photos or detailed descriptions).
  3. Our Customer Care team will thoroughly review your submission. If it is determined that the error is on our end, we commit to providing compensation.

Upon approving your compensation request, we will proceed with one of the following options:

  • Crafting another product equivalent in value to your original purchase.
  • Offering alterations to the existing garment where possible.

Time Frame for Compensation Requests: We ask that you submit your compensation request within 7 days of receiving your garment to ensure a prompt resolution.

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.

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