FAQ

Products and sizing

What sizes do you make?

Our shoes come in EU sizes 36 to 41. Our Size Guide converts them to UK and US sizes and shows the foot length for each size.

How high are the heels?

Our flats have heels of 0.5–1.5 cm, our sandals 0.8–4 cm and our low heels 3.5–5 cm. The exact height is listed on every product page.

What are the shoes made of?

Each product page lists the upper, lining and sole materials under “Materials & details”.

Are your shoes orthopaedic or suitable for foot conditions?

No. Our shoes are designed to be easy to wear for everyday walking, but we make no medical or orthopaedic claims. If you have a foot condition, please seek advice from a specialist.

How should I care for my shoes?

Brush suede with a soft brush and wipe smooth leather, patent and satin with a soft dry cloth. Let wet shoes dry naturally away from radiators, and store them out of direct sunlight.

Orders and payment

Which currencies can I pay in?

Prices are shown and charged in the currency of your delivery country: US dollars, pounds sterling, euros, Danish, Swedish or Norwegian kroner, Swiss francs or Canadian dollars. You can change your delivery country at the top of every page.

How can I pay?

The payment methods available for your order are shown at checkout. Card payments are processed securely by Stripe, and PayPal payments by PayPal. We never see your full card details.

Can I change or cancel my order?

Yes, until it has been dispatched. Email support@rosaveli.com with your order number as soon as possible.

Do I need an account?

No, you can check out as a guest. An account lets you see your orders and saved addresses.

Delivery

Where do you deliver and how much does it cost?

We deliver to the UK, Ireland, Germany, Austria, Denmark, Sweden, Finland, the Netherlands, Belgium, Luxembourg, France, Italy, Spain, Portugal, Switzerland, Norway, the United States and Canada. Costs and times are on our Shipping & Delivery page.

Will I pay import duties?

Depending on your country, import VAT or duties may be charged on delivery. See the “Import duties and taxes” section of our shipping page.

How do I track my parcel?

You will receive a tracking link by email when your order is dispatched.

Returns and refunds

Can I return an item?

Yes — unworn items can be returned within 30 days of delivery. EU and UK customers also have a statutory 14-day right of withdrawal. See Returns & Refunds.

When will I get my refund?

We inspect returns within 5 business days of receiving them and refund to your original payment method, always within 14 days of your withdrawal notice where the statutory right applies.

Who pays for return shipping?

You do, unless the item is faulty or not what you ordered — then we cover it.

Contact

How do I reach you?

Email support@rosaveli.com, call +44 7230 011568 or use our contact form. We reply within one to two business days.