Refund policy

Return & Refund Policy

We want you to feel confident with your purchase from Rosewood Charleston. If an item does not meet your expectations, we offer a clear and straightforward return process.

30-Day Return Policy

You may request a return within 30 days of delivery.

To be eligible for a return, items must:

  • Be unused and unworn

  • Be in their original condition

  • Include original tags and packaging

  • Be accompanied by proof of purchase (order confirmation email)

To initiate a return, please contact us at info@rosewood-charleston.com with your order number and the reason for the return. Our support team will provide return instructions. As a global online store, we do not operate a local returns warehouse. Approved returns are handled through our returns centre in Asia, and the return address provided will reflect this.

Refund Process

Once your return has been received and inspected, your refund will be processed within 10 business days.
Refunds are issued to the original payment method used at checkout. You will receive a confirmation email once the refund has been completed.

Shipping & Return Costs

  • Original shipping costs are non-refundable

  • Customers are responsible for return shipping and any applicable customs fees for returns due to change of mind or exchanges

Order Cancellations

To request a cancellation, please contact us as soon as possible at info@rosewood-charleston.com.

Within 2 hours of ordering, this is our internal cancellation cut-off: we can usually stop your order before it enters processing, and you receive a full refund without needing to send anything back.

After 2 hours, your order has entered our internal processing and can no longer be cancelled this way. We may still be able to change details of your order (size, color, or delivery address) while it is being prepared; see our Shipping Policy. If you no longer want it at all, you can still get a full refund by returning it under our 30-day return once it arrives (return shipping is the customer's responsibility), and your refund of the item price is issued once we have received the item back.

Damaged or Incorrect Items

If you receive a damaged item or an incorrect product, please contact us as soon as possible at info@rosewood-charleston.com. We will review the issue and provide a replacement.

Return Shipping, Customs & Duties

For returns due to change of mind or exchange, you are responsible for:

  • All return shipping costs
  • Choosing a courier that supports full international customs clearance
  • Paying any customs duties, taxes, or handling fees that arise on the return
  • Providing complete and accurate customs documentation

We are not responsible for return parcels that are delayed, held, rejected, or lost due to customs issues, incomplete documentation, or an unsuitable shipping method. These responsibilities do not apply to items that are damaged, defective, or incorrect.

Customs Delays and Held Parcels

When you send a return, you are the sender and importer of record for that shipment, and the shipping label and carrier are chosen and paid for by you. If your return is delayed or held at customs, resolving it is your responsibility. Please contact your chosen courier directly (for example DHL, USPS, or any other logistics provider you used) and, if required, the destination customs authority, to release the parcel and settle any fees or paperwork they request. Any such fees are usually small and are settled directly with your carrier or the relevant customs office. We have no visibility into or control over third-party carriers or customs authorities and cannot intervene, release parcels, or pay customs charges on your behalf.

How Discounts Are Applied to Returns

If your order included a promotional or multi-buy discount (for example a buy-more-save-more offer, where buying more items unlocks a higher discount) and you return part of your order, your refund is recalculated. The discount applies only to the items you keep, and only if those items still meet the conditions of the promotion. If, after your return, your remaining items no longer qualify for the discount you received, the discount is removed and the items you keep are charged at their full original price. Your refund is the amount you paid, minus the full (non-discounted) price of the items you keep. Example: you order 3 items at $33.33 each ($100 total) and receive a 15% multi-buy discount, paying $85. You then return 2 items and keep 1. Because a single item no longer qualifies for the multi-buy discount, the item you keep is charged at its full price of $33.33, so your refund is $85 - $33.33 = $51.67.

Store Credit

In some cases, and at our discretion, we may offer store credit instead of a refund to your original payment method. Store credit is non-refundable, cannot be exchanged for cash, and can only be issued once per order. Any remaining balance stays on your account for future purchases.

Failed or Refused Deliveries

If a delivery attempt fails, or a parcel is refused or unclaimed and returned to us, our team will contact you to arrange redelivery where possible. If redelivery is not possible, we may issue store credit for the returned item. Where an item shows signs of use or is not in its original condition, a reduction in value may be applied before any credit is issued.

Need Assistance?

If you have any questions regarding returns or refunds, our team is available to help.

Email: info@rosewood-charleston.com
Business hours:

Monday to Friday | 09:00 – 17:00 (EST)
Weekends | 11:00 – 16:00 (EST)