1. 60-Day Return Window
We offer a 60-day return window for returns.
2. Defective or Incorrect Items
If your item arrives defective, damaged, or you received the wrong size or colour, please do not follow the standard return procedure. Contact us directly at info@rosas-leather.com with a photo of the issue, and our team will resolve it for you as quickly as possible.
The 1-Year Craftsmanship Guarantee (optional add-on in cart)
If you added the Leather Care Protection – 1-Year Craftsmanship Guarantee to your order at checkout ($4.95, shown on your order confirmation), your pair is covered for craftsmanship defects for one year from the date of delivery.
To make a claim, contact us at info@rosas-leather.com with a photo of the issue. Our team will review it and either repair the item or send you a replacement pair, at our discretion. For craftsmanship claims after the item has been used, return shipping is the customer's responsibility.
This guarantee does not cover normal wear and tear, cosmetic ageing of the leather, water or heat damage, improper use, or damage resulting from accidents.
3. Return Location
Returns are processed by our fulfilment partner overseas. The full return address is provided after your return request has been approved.
4. Refund Process
Once the returned item has been received and inspected, we aim to issue the refund within 14 days. Refunds are made only to the original payment method. Processing times may vary depending on your payment provider.
5. Shipping Protection
If Shipping Protection (Ensured Shipping) was added to your order at checkout, please note this is a separate protection service covering the handling and protection of your shipment, and is non-refundable once your order has shipped.
6. Responsibility for Returned Goods
If you choose your own courier for a change-of-mind return, you are responsible for ensuring the parcel arrives at the correct return address. We are not responsible for loss or damage that occurs before the parcel is delivered to our fulfilment partner.
Conditions:
- Items must be unworn, unwashed, undamaged and include all original labels
- For hygiene reasons, footwear must only have been tried on with socks. Shoes that show signs of having been worn without socks cannot be accepted for return.
- Return shipping and any customs fees are the customer's responsibility
- Returns must be sent using a trackable shipping method
- The return request must be submitted within 60 days of delivery
7. Cancellation Policy
Before your order is processed. Email info@rosas-leather.com as soon as possible. If your order has not yet been sent to our fulfillment partner, we cancel it free of charge and refund you in full.
After processing has started. Cancellation requests should reach us within 24 hours of ordering. Once your order is with our fulfillment partner it may already be picked, packed or dispatched. Where we can still stop a change-of-mind cancellation at that stage, a cancellation fee of 15% of the order value applies to cover payment processing and handling costs already incurred. The fee and the remaining refund are always confirmed to you in writing before we proceed.
When no fee applies. You are never charged a cancellation fee when the reason is on our side. That includes cancellations because we are delayed beyond the timeframe in our Shipping & Delivery Policy, because we cannot fulfill your order, or because the item you received is faulty, damaged or not what you ordered. In all of those cases you receive a prompt, full refund.
After dispatch. Once an order has shipped it can no longer be cancelled. You can use the 30-day return window instead once it arrives.
8. Contact
info@rosas-leather.com