Returns & Refunds

We want every pair to feel right. If it does not, you can return it. This page explains our 30-day returns policy, how refunds work and how we handle cancellations and disputes. If you live in the UK or the EU, you also have a statutory 14-day right of withdrawal, explained on our Right of Withdrawal page. Nothing on this page limits your statutory rights.

Our 30-day returns policy

• You can return any item within 30 days of delivery.
• Items must be unworn outdoors, clean, and in their original condition and packaging, so that we can offer them to another customer. Please try shoes on indoors on a clean, soft surface.
• This policy applies to all products we sell, including sale items. Sets (such as the Keepsake Pouch Duo) must be returned complete.

How to return an item

1. Email support@rosaveli.com with your order number and the items you want to return. You can also use our contact form.
2. We will reply within two business days with your return reference and the return address. Please do not send returns to our registered office — it is not a returns centre.
3. Pack the items securely in their original box, with the return reference inside, and send them with a tracked service. Keep your proof of postage until your refund arrives.

Return shipping costs are paid by you, unless the item is faulty, damaged in transit or not what you ordered — in that case we cover the return cost and will tell you how.

Refunds

• We inspect returns within 5 business days of receiving them and email you when your refund is issued.
• Refunds are made to your original payment method and in the currency you paid in. We do not charge any refund fee. Depending on your bank or card issuer, it can take a further 5–10 business days for the money to appear on your statement.
• If you return your whole order within 14 days of delivery, we also refund the original standard delivery charge. For returns after 14 days, the delivery charge is not refunded.
• If a returned item has been worn outdoors or damaged beyond what is needed to try it on, we may reduce the refund by the loss in value, or send the item back to you at your cost. We will always contact you first.

Exchanges

We do not offer direct exchanges. If you need a different size, please return the original item for a refund and place a new order, so you are not waiting for the return to arrive before your new pair is sent.

Faulty or incorrect items

If an item is faulty, damaged or not what you ordered, email us with your order number and photos. We will offer a repair, replacement or full refund in line with your statutory rights, including all delivery costs. In the UK, the Consumer Rights Act 2015 gives you a 30-day right to reject faulty goods; in the EU, the legal guarantee of conformity applies for two years from delivery.

Cancelling an order

You can cancel an order free of charge at any time before it is dispatched. Email support@rosaveli.com with your order number as soon as possible; we will confirm the cancellation and refund the full amount, including delivery, to your original payment method. Once your order has been dispatched, it can no longer be cancelled, but you can return it under this policy or your right of withdrawal.

We may cancel an order if an item turns out to be unavailable, if there is an obvious pricing error, or if we cannot verify the payment. If we do, we will tell you and refund you in full.

Disputes and chargebacks

If something has gone wrong with an order or a payment, please contact us first at support@rosaveli.com or +44 7230 011568. We reply within two business days and aim to resolve every issue within 14 days. Most problems — a late parcel, a missing refund, a wrong size — are quickly solved this way.

If you do not recognise a payment to ROSAVELI on your statement, please contact us so we can check the order. You also have the right to contact your card issuer or PayPal to dispute a charge; if you do, we will provide the order details, delivery tracking and our correspondence with you to help resolve the dispute fairly.

We are not obliged and not willing to take part in dispute resolution proceedings before a consumer arbitration board.