Shopping policies

• Pay with Credit/Debit cards: Accepted through Paypal gateway (Visa, MasterCard, etc.).
• Pay via PayPal: A reliable and secure payment option for global customers.Other payment options include Apple Pay, Google Pay, popular local e-wallets, and installment plans available through PayPal gateways (where applicable).

• 100% refund guarantee: If eligible, refunds are processed promptly via your original payment method.
• Secure checkout: Your financial details are always safe during transactions.
• Support team available: Dedicated assistance for any payment-related concerns.

Simple and transparent payment process:

• Step 1: Add your favorite items to the cart.
• Step 2: Proceed to checkout and choose your preferred payment method.
• Step 3: Complete your payment securely with confidence.

International shipping:

• Shipping partners: DHL Express with GoGreen Shipping service.
• Delivery time: 3-5 business days (excluding production time).

Domestic shipping (Vietnam):

• Shipping partners: ViettelPost, VNPost.
• Delivery time: 2-4 business days, depending on the geographical location.

• Ready-to-wear orders: Orders will be processed within 24 hours after payment is completed.
• Bespoke orders: Production time of 2-3 weeks (excluding delivery time).

Note: When ordering both Ready-to-wear and Bespoke items together, the orders will be separated for timely delivery.

• Free shipping: International orders of 500 USD and above and all domestic orders from Vietnam.
• For orders below 500 USD: a fixed fee of 60 USD per shipment will apply.

Delivery time may be affected by holidays, weekends, or natural disasters. However, customers will be notified via email.

Accepted return reasons:

• Defective or damaged items: Items with manufacturing defects or damage during shipping (must report within 48 hours of receipt).
• Wrong item received: Items that do not match your order (e.g., size, color, product).

Conditions for returns:

• Items must be unused, unwashed, and returned in original condition with packaging and tags intact.
• Returns must be requested within 30 days of receiving the item.

Non-Accepted return reasons:

• Change of mind or preference.
• Altered, worn, or washed items.
• Return requests after 30 days of receiving the item

No returns or exchanges: Bespoke garments are personalized as customer’s design and measurment; hence, it cannot be returned or exchanged.

Eligible for alterations or remakes: Alterations or remakes are available for:

• Production errors: Issues caused by incorrect production based on your design selections.
• Fit issues: Based on submitted measurements.
  Free alteration or remake requests must be submitted within 7 days of receiving the order.

Ready-to-wear returns:

• Option 1: Go to My account --> Order --> Choose order, item that you want to return --> Request
• Option 2: Go to Contact us page and send us an email with your order number, reason for return, and photos (if applicable). We will provide instructions for returning the item.

Bespoke alterations/remakes:
Go to Contact us page and send us an email with your order number, issue details, and photos (if applicable). We will assess the issue and guide you through the next steps.

• Fabric defects or unexpected quality deterioration.
• Loose stitching, thread breakage, or seam issues.
• Structural issues affecting the garment’s shape or fit due to our craftsmanship.

• Damage caused by improper care, washing, or handling.
• Natural wear and tear over time.
• Fit issues due to significant body measurement changes.
• Damage from external factors such as accidents, stains, or alterations by third parties.

• Contact us via email or our official customer service channels.
• Provide clear photos/videos of the defect and a brief description of the issue.
• Our team will review your request and confirm whether it qualifies under our warranty policy.
• If approved, we will repair or remake the affected part of your garment free of charge.
• At Rosie Hong, we are committed to delivering exceptional quality and ensuring that your bespoke garments remain in perfect condition.

Shipping Costs:

• For accepted returns, we provide a prepaid shipping label (Ready-to-wear only).
• Alteration or remake shipping is covered by us.

Processing Time:

• Refunds are processed via your original payment method within 7-10 business days after we receive the returned item.
• Alterations or remakes may take an additional 2-3 weeks.