FAQs

The production time for a bespoke garment is 2-3 weeks, excluding shipping time. Please note that if you order both Ready-to-wear and Bespoke items together, they will be processed and shipped separately to ensure timely delivery.
These timelines ensure each piece is crafted with the care and precision it deserves.

At Rosie Hong, we believe luxury doesn’t have to come with an overwhelming price tag. By optimizing our supply chain, producing in Vietnam—a hub for high-quality yet cost-effective craftsmanship—and leveraging advanced technology to minimize production and operational costs, we are able to offer premium bespoke garments at a more accessible price point.

We offer unlimited alterations to ensure your suit fits perfectly, based on the original measurements and design details from your order. However, if your body size or shape has changed significantly since the purchase, alterations related to those changes are not covered under our policy. For full details, please refer to our Shopping policies.

Your satisfaction is our top priority. If the bespoke garment doesn’t fit perfectly, we offer free alterations or remake on items that don’t meet your expectations.
For Ready-to-wear, you can request a return to exchange or get a refund.
Simply follow the instructions from our page Shopping policies or contact us at [email protected], and we’ll guide you through the process.

If your measurements change or you want to adjust the design, please contact our Customer Services team at [email protected] within 24 hours of placing your order. We’ll accommodate updates if production hasn’t started. If it’s in progress or near completion, changes may not be possible, but we’ll work with you on solutions like alterations—see Shopping policies for details.

We offer a wide range of premium fabrics and customization options to suit every preference:

• Fabrics: Our collection includes luxurious materials like wool, cashmere, and high-quality synthetic blends. For those who prefer natural and sustainable options, we also offer 100% natural fabrics such as cotton and linen, ideal for vegan customers.
• Customization options: You have full control over designing your garment. From fabric selection to the smallest details like buttons, linings, and stitching, every element can be personalized. You can choose colors, shapes, and even unique accents like monograms to reflect your style and personality.

Yes, you can! If you have a specific fabric in mind, please send it to us so we can check its physical properties to ensure the best quality for your bespoke suit. Additionally, if you have a custom style that is not available on our online platform, we are happy to accommodate your request. Please reach out to our Client Expert through our Contact us page, and we will assist you in creating a suit that meets your exact specifications.

Note: 

• Delivery time may be affected by holidays, weekends, or natural disasters.
• Delivery time excludes processing time (1 days for ready-to-wear products and 2-3 weeks for bespoke products).
• The estimated delivery date shown at checkout is an approximation and may be subject to change. For more detailed delivery updates, please refer to the tracking link in your shipment confirmation email.

Once you place your order, you’ll receive a confirmation email. After your order is packed, we’ll send you another email with a tracking link for your delivery. If you ordered multiple items, they may come in separate parcels, and each one will have its own tracking number.

In case of any delays, we’ll notify you by email, so you’re always in the loop. If you need any more info or help, feel free to reach out to our Customer Services team—we’ll happily provide you with updates on your order.

Rosie Hong strives to serve customers from all over the world. However, due to economic, political conditions, and our shipping partners’ services, we currently ship to the following countries:

Hong Kong, Malaysia, Singapore, Thailand, Brunei, Indonesia, Macao, Philippines, Taiwan, Japan, China, South Korea, Australia, Bangladesh, Bhutan, Cambodia, India, Laos, Maldives, Myanmar, Nepal, New Zealand, Pakistan, Papua New Guinea, Sri Lanka, Timor-Leste, Canada, Mexico, United States, Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Ireland, Italy, Liechtenstein, Luxembourg, Malta, Monaco, Netherlands, Portugal, Spain, Sweden, Switzerland, United Kingdom, Vatican, Albania, Andorra, Armenia, Azerbaijan, Bahrain, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Estonia, Gibraltar, Greece, Guernsey, Hungary, Jersey, Jordan, Kuwait, Latvia, Lithuania, Montenegro, North Macedonia, Norway, Oman, Poland, Qatar, Romania, San Marino, Saudi Arabia, Serbia, Slovakia, Slovenia, United Arab Emirates.

We will provide updates if there are any changes.

GoGreen Shipping is our eco-friendly shipping initiative in partnership with DHL Global Forwarding. By using Sustainable Aviation Fuel (SAF), we reduce carbon emissions by up to 30% compared to traditional shipping methods. This helps decrease the environmental impact of every order while ensuring faster, more sustainable deliveries. Learn more on our Sustainability page.

You don’t need an account to place an order, but creating one offers many benefits!

• Track your orders and check out your past purchases.
• Request returns or exchanges with ease.
• Save your address and payment details for faster checkout.
• Enjoy our loyalty program, which includes a birthday gift and other surprise promotions.

It’s a quick and easy way to make your shopping experience smoother!

To make your experience seamless, we offer a variety of payment methods to suit your convenience. We accept the following payment options:

• Credit or Debit cards: Visa, MasterCard, American Express, and Discover.
• Online payment gateways: PayPal, Apple Pay, Google Pay (Depending on your local payment gateways and our payment gateway’s provider)
• Direct bank transfer: Available for selected locations; please consult our customer support for details.

The payment methods available may vary depending on the country of billing. Please select your preferred payment method at Checkout.

For Bespoke products, we will tailor them based on your exact measurements, which we capture using our advanced 3D scanning technology. If you’re unsure about your size, the scan will provide precise measurements for a perfect fit. For Ready-to-wear items, if the size you want is unavailable, feel free to reach out to us, and we’ll check and get back to you.

Please contact our Client Expert for immediate assistance, and we will help resolve the issue as quickly as possible.

No, we require full payment at the time of placing your Bespoke order.

Unlike traditional bespoke tailoring, we do not require physical fittings because we use 3D fitting technology based on your 3D body scan. With over 20 years of expertise from our skilled tailors, we ensure that every suit is perfectly tailored to your measurements. Additionally, we offer Alterations or Remake services if the product does not fit or meet your expectations. For more details, please refer to our Shopping policies.

Rosie Hong’s return policy allows returns for Ready-to-wear orders only in cases of defective or damaged items, or if you received the wrong item. Returns must be requested within 30 days of receiving the item. The items should be unused, unwashed, and in their original condition, with packaging and tags intact. Bespoke orders, we offer alterations or remake instead. Please ensure items meet our return conditions.

For more details, visit our Shopping policies page.

To return your Ready-to-wear order, you can either:
Go to My account --> Order --> Select the item you want to return --> Request return.
Alternatively, visit the Contact us page and email us your order number, reason for return, and photos (if applicable). We will provide you with return instructions.

Returns are processed within 7-10 business days after we receive the returned item. Refunds will be issued to your original payment method during this period.

If duties and taxes are included in the product price, these will be refunded as part of your order refund upon successful return. Please contact our customer support team for further clarification or to inquire about specific cases.

Yes, we offer a 12-month warranty on our products. For more details, please refer to our Shopping policies.

For Ready-to-wear returns, we will provide a prepaid shipping label. You can simply follow the instructions provided after submitting your return request. Please use the label to send the item back to us. If there are any specific courier instructions, we will notify you.

You do not need a separate Return form. You can initiate the return process via your My account page or by contacting us directly via the Contact us page, where you’ll provide the necessary details (order number, reason for return, and any applicable photos).

• To request an alteration or a remake for your Bespoke order, please visit the Contact us page and email us your order number, reason for an alteration or a remake, and photos. We will provide you with a prepaid shipping label. You can simply follow the instructions provided after submitting your request.
• Please use the label to send the item back to us. If there are any specific courier instructions, we will notify you.
• We will keep you updated during the alteration or remake process and send it back to you when we complete the alteration or remake.

Bespoke products are eligible for returns or exchanges only if they meet certain conditions. For full details, please refer to our Shopping policies.

We provide a detailed size guide on each product page to help you find the perfect fit. For bespoke garments, our 3D body scanning tool ensures precise measurements. If you need assistance with sizing or styling, our Customer Services team is always here to help!

• To keep your garments looking their best, follow the care instructions listed on our website.
• To maintain the quality of your garments, please refer to the care instructions provided on the product page of each item.
• For delicate pieces, such as Bespoke garments, we recommend checking our Garment care page for detailed care tips. Should you require further assistance, our team is always available to support you.

Please note that product colors may vary slightly due to differences in electronic displays. We strive to make sure our photos are as accurate as possible, but lighting conditions and your device settings can affect how the colors appear.

• At Rosie Hong, we’re passionate about protecting the planet. We craft with sustainable fabrics like recycled wool, responsibly sourced cashmere, and 100% natural vegan options such as cotton and linen.
• Our commitment to ethical practices ensures no animal maltreatment while supporting artisanal craftsmanship.
• To reduce waste, we’ve introduced recyclable green packaging and a go-green delivery service that minimizes carbon footprints. We also encourage you to treasure and reuse your garments for years to come.

• Your privacy is very important to us. We take the security of your personal and payment information seriously and use encryption to protect your data.
• We do not share your information with third parties except when necessary for the completion of your order (e.g., with payment processors). For full details, please refer to our Privacy.

Yes! Sustainability is at the core of our values. We’re actively collaborating with non-profit organizations on a program aimed at protecting and preventing saltwater intrusion in the Mekong Delta, a crucial project for environmental conservation. We’re currently finalizing the partnership, and once it’s officially launched, we’ll share the exciting news on our website and through other social media channels.

Yes, you can! Rosie Hong delivers worldwide. You don’t need to be in Vietnam, as we capture your body measurements entirely online, ensuring a perfect fit no matter where you are.

It typically takes 2–3 weeks to complete any bespoke suit. For more details, please refer to our Shopping policies page.

At Rosie Hong, we believe luxury doesn’t have to come with an overwhelming price tag. By optimizing our supply chain, producing in Vietnam—a hub for high-quality yet cost-effective craftsmanship—and leveraging advanced technology to minimize production and operational costs, we are able to offer premium bespoke garments at a more accessible price point.

We offer unlimited alterations to ensure your suit fits perfectly, based on the original measurements and design details from your order. However, if your body size or shape has changed significantly since the purchase, alterations related to those changes are not covered under our policy. For full details, please refer to our Shopping policies.

Yes, you can! If you have a specific fabric in mind, please send it to us so we can check its physical properties to ensure the best quality for your bespoke suit. Additionally, if you have a custom style that is not available on our online platform, we are happy to accommodate your request. Please reach out to our Client Expert through our Contact us page, and we will assist you in creating a suit that meets your exact specifications.

We offer a wide variety of fabrics and accessories for our bespoke suits, with options that vary depending on the season and stock availability. The fabrics and accessories you see on our online platform are the ones currently in stock and ready for your order.

If you’re not satisfied with your Bespoke product, please refer to the Returns, Alterations & Refund section in our Shopping policies for more details on our return and exchange process. We are dedicated to ensuring you’re happy with your purchase and will assist you in resolving any concerns.

If you need to make changes to your order—whether it’s the design or measurements—please contact our Customer Services team within 24 hours after the order completion. We will do our best to accommodate your request if the order is still in pre-production. However, once the order has been processed or is ready for delivery, we cannot guarantee that changes can be made. We encourage you to double-check all details before finalizing your order to avoid any issues.

Yes, we have full confidence in the accuracy of our 3D body scanning technology. It captures over 80 body parameters, creating a highly accurate 3D model in just a 3-minute process. The instant results ensure precise measurements that are then used to craft a perfectly tailored suit.

The human body isn’t static, it fluctuates due to everyday factors like breathing, eating, and physical activity. These natural shifts can lead to slight variations in measurements. Our 3D scanning technology is designed to account for these changes, providing precision that matches or even exceeds manual measurements. The accuracy of the scan plays a key role in ensuring reliable results, and it also depends on how carefully the instructions are followed during the scanning process.

• After completing the scan, your measurement details will be displayed on the screen, and you can capture a screenshot for your reference. Additionally, once your bespoke product is ready, the package will include a body measurement sheet and product specifications so you can easily check all the details.
• To ensure the perfect fit, our system automatically analyzes and fine-tunes your measurements using our advanced proprietary algorithm. This means the final measurements used to craft your garment may differ slightly from those displayed on your screen. These adjustments are made with precision to account for fabric behavior, posture, and movement, ensuring your bespoke piece fits flawlessly.
  

No, you don’t need any specialized equipment. Our technology processes key body landmarks from the photos you take to create an accurate 3D model. It is designed to work smoothly even with older smartphone cameras.

No, the body scanning service is completely free of charge.

Yes, you can re-scan up to 5 times. After each scan, the system will evaluate the results and let you know if a re-scan is recommended.

No worries! If your device doesn’t have a camera, a QR code will appear during the scanning step. Just scan it with your smartphone, and you can easily complete the body scanning process from there.

Absolutely. To use our 3D scanning technology on an iPad, simply open the measurement link in Safari or Chrome. Then, tap the drop-down menu next to the URL and select Request Mobile Website. Once switched, you’re all set to proceed with the scan.

We do not store the original images from your body scan. Instead, the data is securely processed and encrypted by our trusted technology partner, 3DLook. Only the necessary measurements and 3D body model are retained to create your bespoke garments.

If you ever wish to have your data permanently deleted, simply contact us at [email protected]. For more details, please refer to our Privacy on the website

We source premium fabrics from globally renowned brands like Holland & Sherry, Drago, Reda, and Lanificio F.lli Cerruti. These suppliers uphold rigorous sustainability and eco-friendly practices, ensuring ethical sourcing for animal-derived materials like wool and cashmere with no harm to animals. While bespoke tailoring makes individual certifications challenging, we optimize our supply chain to import these high-quality, environmentally conscious materials efficiently and cost-effectively.

Yes, all of our materials are tested before use to ensure they meet high standards for quality and comfort. If any material is found to potentially irritate sensitive skin, we will show the relevant information. However, if you have concerns about a specific product, feel free to reach out to our Client Expert before placing your order, and we will assist you with personalized advice.

No, we do not use animal leather. Instead, we use premium microfiber, which is durable and can last up to 10 years. All our microfiber products are handcrafted, not mass-produced, ensuring the highest quality and attention to detail.

Yes, our Client Expert is always available to assist and provide style advice. For online consultations, simply visit our Contact us page to request an appointment. The consultation will be held via video call on Google Meet or Zoom.

We always aim to support you as quickly as possible. In some cases, such as large orders or time zone differences, there might be a slight delay. However, rest assured that we will get back to you within 24 hours.

We offer exciting promotions from time to time! Make sure to subscribe so you can stay updated on the latest deals.

Yes! As a member, you’ll enjoy birthday vouchers, special holiday offers, and more. Plus, we have a special reward program for our top 100 customers who shop the most each year!

We’re always open to collaboration! We offer long-term partnership programs for agents and partners. Just reach out to us, and we’ll provide all the details.

Yes, we offer gift wrapping along with a handwritten card to deliver your personal message. Simply select this option at checkout, add your message, and we’ll include the handmade card with your gift package.

Yes, if you’re interested, please feel free to contact our Client Expert, and we’ll help you with that.

Absolutely! We have a variety of products perfect for gifts, including handbags, dresses, and handmade charms. Plus, with our personalized options and gift wrapping service, it’s sure to make a wonderful gift.

Please note that product colors may vary slightly due to differences in electronic displays. We strive to make sure our photos are as accurate as possible, but lighting conditions and your device settings can affect how the colors appear.

To keep your garments looking their best, follow the care instructions listed on our website for To maintain the quality of your garments, please refer to the care instructions provided on the product page of each item. For delicate pieces, such as bespoke garments, we recommend checking our Garment care page for detailed care tips. Should you require further assistance, our team is always available to support you.