Refund policy

At ROSELLA SKY, we want every order to feel like the right choice. If something doesn’t work out as expected, we’re here to make the return process clear and straightforward. Please review the policy below before submitting a return request.

1. Return Eligibility

We accept eligible returns within 30 days of the delivery date.

To qualify for a return, items must be:

  • Unworn, unused, and unwashed
  • In their original condition
  • Returned with all original tags attached
  • Free from stains, makeup, perfume, odors, pet hair, or other signs of wear
  • Returned with the original packaging whenever possible

Items that do not meet these requirements may not qualify for a refund.

2. Non-Returnable Items

For hygiene and product-specific reasons, the following items are generally not eligible for return:

  • Final Sale items
  • Gift cards
  • Bodysuits
  • Underwear and lingerie
  • Swimwear if the hygiene liner has been removed
  • Earrings
  • Personalized or customized items
  • Beauty accessories
  • Items damaged through misuse or improper care

3. How to Request a Return

Please contact us before sending any item back.

📧 shop@rosellasky.com

Please include:

  • Order number
  • Full name
  • Email address used to place the order
  • Item(s) you would like to return
  • Reason for the return
  • Photos, if the item is damaged, defective, or incorrect

After your request has been reviewed and approved, our Customer Support Team will provide the appropriate return instructions and return address.

Please do not send returns to our business address unless specifically instructed to do so.

Unauthorized returns may not be accepted or processed.

4. Return Shipping Costs

Unless you received an incorrect item, an item damaged upon arrival, or an item with a confirmed manufacturing defect, the customer is responsible for return shipping costs.

Original shipping charges are generally non-refundable.

We recommend using a shipping service with tracking and keeping your tracking information until your return has been completed.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please provide:

  • Order number
  • Photos of the item
  • Photos of the shipping package
  • Photo of the shipping label
  • A brief description of the issue

Our team will review the information and work with you to determine the appropriate solution.

6. Refund Processing

Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.

For approved returns:

  • Refunds are issued to the original payment method.
  • Please allow approximately 5–10 business days for the refund to be processed after approval.
  • Your bank or payment provider may require additional time for the refund to appear in your account.

7. Order Cancellation

If you need to cancel an order, please contact us as soon as possible.

Cancellation requests must generally be submitted within 12 hours of placing the order.

Once an order has entered processing or has been shipped, we may no longer be able to cancel it. In that case, you may request a return after delivery, subject to the requirements of this policy.

8. Important Information

Please keep the following in mind:

  • Prior approval is required before sending a return.
  • Unauthorized returns may not be accepted.
  • Items that have been worn, washed, altered, or damaged after delivery may not qualify for a refund.
  • Please package returned items securely to help prevent damage during transit.
  • We reserve the right to refuse a return that does not meet the requirements of this policy.

9. Return Address

Our business address is provided for business correspondence only and is not a return warehouse.

ROSELLA SKY
800 Green Street
Lexington, KY 40507
United States

Business Correspondence Only – Not a Return Address

Please contact Customer Support before sending any return so we can provide the correct return instructions.

10. Contact Us

Questions about your return or refund? We’re happy to help.

ROSELLA SKY
📧 shop@rosellasky.com

Customer Support: Monday–Friday
Response Time: Within 24–48 business hours

We’re here to keep the process simple, transparent, and easy to understand, so you can shop with confidence.