Frequently Asked Questions
HOW DO I MAKE AN ORDER?
Click on the product you like and add to cart. Follow the checkout process and your items will be on their way to you soon.
WHAT ABOUT ORDER CONFIRMATIONS?
You’ll get one emailed to you automatically after you’ve placed an order. It will include a summary of your items and how much you paid.
SHIPPING AND RETURNS
WHAT ARE YOUR SHIPPING OPTIONS?
We have standard and express shipping.
HOW MUCH IS SHIPPING?
Standard shipping is FREE! Express is between $14USD - $25USD – it depends on where you’re shopping from.
HOW LONG DOES SHIPPING USUALLY TAKE?
For standard shipping, items will take between 7-10 business days after we process your order (this means from the date we ship, not from the date orders are placed). It really depends on where you live.
For express shipping, items usually take between 3-5 business days after we process your order (that means from the date we ship, not from the date orders are placed). Again, it really depends on where you live.
P.S Processing your orders means on our end checking all the paperwork is correct, picking and packing your items and getting them ready to be shipped. Processing takes 1- 2 working days.
P.P.S Except for items shipped within Canada or the UK, all our parcels are trackable so if you’d like you can follow the journey of your things to your door.
And one last thing: We ship orders on Mondays - Fridays, during office hours and we don't count public holidays either. Orders placed Friday – Sunday will be shipped out on Monday. We always aim to post your order as quickly as possible, but occasionally there might be some delays – we really appreciate your patience and it will be worth the wait, we promise!
WHAT ABOUT DUTIES AND CUSTOMS FEES?
Some countries charge import duties or other quite random fees. We don’t have control over this and have no idea what the government will or won’t decide to charge ¯\_(ツ)_/¯ We understand how annoying this is (as shoppers, we hate this too!). Because of that, if you’re located in Canada, United States, UK or Malaysia, when possible we try and ship out of your home country so you won’t have to deal with this issue.
SPEAKING OF WHICH, WHERE IS MY STUFF COMING FROM?
Your items will be shipped out of London (United Kingdom), Victoria (Canada), Seattle (USA) or Kuala Lumpur (Malaysia). Till your order is placed we won’t know where it will be shipped from, as it will depend on what stock our warehouses are holding.
WHAT IS PRE-ORDER AND WHEN WILL MY ITEM SHIP?
Pre-order is for those of you with FOMO; it’s a way of guaranteeing you’ll get the item you want. We include delivery estimates on the product page, but if there are ever any potential delays in production, we’ll reach out to you as soon as possible to let you know.
Once items are out of pre-order they’re listed on the website and available until we sell out. If you really really don’t want to take any chance you’ll miss something, we recommend pre-order as some of our items are limited edition and once they’re gone they’re really gone.
DO YOU SHIP INTERNATIONALLY?
We do! Here’s a list of all the places we currently ship to:
- United States
- United Kingdom
We’re constantly adding countries so check back or email us (firstname.lastname@example.org) if your country isn’t listed and we’ll see if there’s anything we can do.
HOW ABOUT SHIPPING CONFIRMATION?
As soon as we’ve shipped out your items, you’ll get an email with all the info along with a tracking number.
WHAT ABOUT RETURNS?
We accept returns for items that are faulty.
I RECEIVED A FAULTY ITEM, WHAT DO I DO?
This is so awkward. We’re really embarrassed. Please contact us immediately at email@example.com and let us know what the problem is, and we’ll work to fix it for you.
HOW CAN I PAY?
You can use Visa, Mastercard and PayPal. There’s a currency converter on the top right toolbar of our site and you can choose your currency. (p.s All orders will be processed in United States Dollars (USD)).
I HAVE A DISCOUNT CODE, HOW DO I USE IT?
From the checkout page, you can enter your discount code in the box provided. The price will be updated automatically.
HOW DO I USE MY GIFT VOUCHER?
Congrats on your gift! Here’s how to use it:
- Find the code (…it’s on the gift voucher, where it says 'Voucher Code').
- Go to the checkout when you’re done shopping.
- Ignore the spot that says 'Discount Code', that’s totally different than a Voucher Code.
- Keep going through the checkout until you reach the part where you pay.
- When you choose your payment method, select 'Gift Voucher' and a space will appear for you to type in your Voucher Code.
- Hit 'apply' and voila
WHAT RANGES DO YOU CARRY?
We carry our Rosie On Fire brand, which are items that are designed and manufactured by us. Within the Rosie On Fire brand we have different editions:
- Essential Edition - things we think everyone should have and we'll always have
- Limited Edition - pieces we only have very few of and are gone once they're gone
- Special Edition - special pieces that have a limited run
We also carry a line called Fetched. Fetched are beautiful, flattering, special or unique items that we’ve spotted all over the world. Our buying team travels from Canada-London-Dubai-Bali-Malaysia-Thailand and we see beautiful things. When something particularly catches our eye, we add it to our Fetched brand for you guys to be able to get your hands on.
HOW DO I KNOW WHAT SIZE TO GET FOR CLOTHING ITEMS?
Our kimonos are all one size, so it’s really easy. They fit from a XS-XXL (UK6-UK20). If you are still not sure, please email us and we can help answer your questions.
MY QUESTION IS NOT HERE! WHAT NOW?