Frequently Asked Questions

For more information, consult our General Terms and Conditions (“GTC”).

How can I get a refund for my order?

If you would like to request a refund, the product must be returned to our address in Switzerland and the package must remain unopened and in its original condition. Refunds are issued only if the issue is due to a mistake on our side (for example, receiving the wrong item). In all other cases, we will provide a gift card for the value of the order.

Non refundable items:
• Digital products/downloads are not refundable.
• Custom-made or personalized items are non-refundable.

Who pays for the return shipping?

Return shipping costs are the responsibility of the customer. The item must be securely sent back to our address in Switzerland in its original, unopened packaging.

What countries do you ship to?

We ship to all countries worldwide.

How long will it take to get my order?

Delivery may take up from 2 days (Europe) to 10 days, depending on your location and shipping method. We may also add up to 5-7 days to restock the product in case of low availability.

What payment methods do you accept?

We currently accept:
• Credit Cards: all of them and/or via Stripe
• PayPal, AliPay, GooglePay, ApplePay and Klarna (Europe where applicable)

Do you have gift packaging options?

Yes 🎁 All RozelaFlowers products are prepared and shipped in handcrafted packaging, making them ideal for special occasions.

How long does order processing take?

Order processing can take up to 10 days, with an average processing time of 3 days.

How do I cancel or modify an order?

You may cancel or modify your order within 24 hours of placing it. After this time, changes may not be possible.

How can I track my order?

Once your order is confirmed you will receive an email with a tracking link to follow your shipment.

Product Information – Q&A

Will the product look exactly like the photos?

We aim to match our product photos as closely as possible. Slight variations may occur due to natural materials and seasonal availability.

Where can I find product details?

All product information is available on each individual product packet QE code and website link.

Are care instructions included

Yes. Care instructions, when applicable, are included with your order or listed on the product page (QR code on packaging).

For specific questions, contact us at: rozelaflowers47@gmail.com