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Frequently Asked Questions

ONLINE SHOPPING

HOW DO I TRACK THE STATUS OF MY ORDER?

WHILE YOUR ORDER IS BEING PACKED AND PROCESSED, YOU’LL SEE ‘IN PROGRESS’ IN YOUR ORDER HISTORY. ONCE YOUR ORDER HAS BEEN SHIPPED, WE WILL SEND A SHIPPING CONFIRMATION EMAIL TO LET YOU KNOW. THIS WILL INCLUDE A TRACKING LINK FOR YOUR PARCEL, SO YOU CAN FOLLOW ITS PROGRESS FROM US TO YOU.

WHAT PAYMENT OPTIONS DO YOU OFFER?

OUR STORE ACCEPTS FOLLOWING PAYMENTS:

- VISA
- MASTERCARD
- AMERICAN EXPRESS
- MAESTRO
- BANCONTACT
- IDEAL
- SHOP PAY
- APPLE PAY
- GOOGLE PAY
- PAYPAL

THE ITEM I WANT TO ORDER IS OUT OF STOCK. WILL THERE BE A RESTOCK?

RESTOCKS ARE NOT VERY COMMON AT ROSIE ANTWERP. IF WE DO GET A RESTOCK OF A CERTAIN ITEM, IT WILL REAPPEAR ON OUR WEBSITE OR YOU COULD REQUEST TO BE NOTIFIED ON THE PRODUCT PAGE SO YOU'LL BE THE FIRST TO KNOW!

HOW WILL I KNOW MY SIZE?

ON EACH PRODUCT PAGE A LINK TO THE PRODUCT'S SIZE CHART IS ALSO, FOR OUR GENERAL SIZE GUIDE CLICK HERE.

IF YOU'RE UNSURE, PLEASE FEEL FREE TO CONTACT US FOR PRODUCT AND SIZING RECOMMENDATIONS.

MY ACCOUNT

HOW DO I UNLOCK MY ACCOUNT?

IF YOU HAVE FORGOTTEN YOUR PASSWORD OR HAVE BEEN LOCKED OUT OF YOUR ACCOUNT, YOU CAN REQUEST A RESET LINK HERE. FEEL FREE TO CONTACT US IF YOU NEED ANY FURTHER ASSISTANCE.

HOW DO I DELETE MY ACCOUNT?

WE WILL ONLY KEEP YOUR DATA AS LONG AS YOU ARE AN ACTIVE CUSTOMER. HOWEVER, IF YOU WISH TO DELETE YOUR ACCOUNT OR REVOKE CONSENT, PLEASE VISIT OUR PRIVACY NOTICE PAGES FOR FURTHER INFORMATION.

CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?

CHECKING OUT AS A GUEST IS POSSIBLE. IF YOU DO DECIDE TO CREATE AN ACCOUNT, YOU WILL BE ABLE TO SAVE SHIPPING AND BILLING ADDRESSES IN THE ADDRESS BOOK, VIEW YOUR ORDER HISTORY, AND FIND TRACKING NUMBERS FOR CURRENT ORDERS.

SHIPPING

CAN I COLLECT MY ORDER IN A ROSIE SHOP?

YOU CAN CHOOSE FOR LOCAL PICK UP AT CHECKOUT IN ORDER TO PICK UP YOUR ORDER IN THE CORNER SHOP!

HOPLAND 32, 2000 ANTWERPEN

WHERE DO YOU SHIP?

ROSIE ANTWERP OFFERS STANDARD DELIVERY TO ALL COUNTRIES IN EUROPE, THE UNITED STATES, AUSTRALIA, NEW ZEALAND AND CANADA.

PLEASE CAREFULLY READ THE FOLLOWING INFORMATION BEFORE PLACING AN ORDER.

WHEN WILL MY ORDER BE SHIPPED?

WE USUALLY PROCESS ORDERS WITHIN 1-5 BUSINESS DAYS OF RECEIVING THEM. YOU WILL RECEIVE AN EMAIL WITH YOUR TRACKING INFORMATION ONCE YOUR ORDER HAS BEEN PROCESSED. PLEASE NOTE, IT MAY TAKE UP TO 24 HOURS FOR THE TRACKING INFORMATION TO BE UPDATED.

ORDERS ARE READY FOR SHIPMENT – AT THE LATEST – ONE BUSINESS DAY AFTER PAYMENT IS RECEIVED. PLEASE NOTE ORDERS ARE NOT PROCESSED OR SHIPPED OVER THE WEEKEND OR DURING BELGIAN HOLIDAYS.

WHEN WILL MY ORDER ARRIVE?

DEPENDING ON THE SHIPPING COUNTRY, ORDERS ARE SHIPPED VIA DIFFERENT CARRIERS. PLEASE ALLOW 1 TO 7 WORKING DAYS FOR DELIVERY AFTER RECEIVING YOUR SHIPMENT EMAIL FOR EUROPEAN ORDERS, AND 3 TO 14 WORKING DAYS FOR INTERCONTINENTAL ORDERS.

THE DELIVERY TIMES MENTIONED ABOVE ARE ONLY AS A GUIDANCE AND DO NOT ACCOUNT FOR POSSIBLE DELAYS CAUSED BY PAYMENT AUTHORIZATION, STOCK AVAILABILITY, AND/OR CUSTOMS DELAYS.

CAN I STILL CHANGE / CANCEL MY ORDER?

WE ARE UNABLE TO MAKE CHANGES ONCE AN ORDER HAS BEEN PLACED.

PLEASE CONTACT US AT MARIE@ROSIEANTWERP.COM AND WE WILL SEE WHAT WE CAN DO FOR YOU.

RETURNS

AM I ELIGIBLE FOR A RETURN?

WE ACCEPT RETURNS OF UNWASHED AND UNWORN MERCHANDISE WITH TAGS ATTACHED. RETURN SHIPPING COSTS ARE THE CUSTOMER’S RESPONSIBILITY.

Rosie Antwerp has a 14-day return policy: you have 14 calendar days from when your order is delivered to ship it back to our return center for a refund or exchange. Kindly note that if the order is not shipped 5 days after receiving the return approval, the order will not be accepted as a return.

Unfortunately, we cannot accept returns on sale items, gift cards and accessories.

HOW DO I START A RETURN?

Click the profile icon in the store's navigation, or go to the refund policy or a returns page, and then request a return.

  1. Log in to your account: 

In the Email field, enter your email address, and then click Continue.

  1. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  2. Go back to the online store, and then enter a six-digit verification code.
  3. Click the order that you want to submit the return for.
  4. If your order has more than one item, then select the items that you want to return.
  5. Select a return reason and add a note for the store.
  6. Click Request return. 

If your return request is approved and requires shipping, then you receive an email with shipping instructions. After the product is returned, you receive a refund.

Alternatively, returns can be dropped off at our Antwerp store: The Corner Shop, Hopland 32

DAMAGES / ISSUES

PLEASE INSPECT YOUR ORDER UPON RECEPTION AND CONTACT US IMMEDIATELY IF THE ITEM IS DEFECTIVE, DAMAGED OR IF YOU RECEIVE THE WRONG ITEM, SO THAT WE CAN EVALUATE THE ISSUE AND MAKE IT RIGHT.

EXCEPTIONS / NON-RETURNABLE ITEMS

UNFORTUNATELY, WE CANNOT ACCEPT RETURNS ON SALE ITEMS, ACCESSORIES OR GIFT CARDS.

EXCHANGES

THE FASTEST WAY TO ENSURE YOU GET WHAT YOU WANT IS TO RETURN THE ITEM YOU HAVE, AND ONCE THE RETURN IS ACCEPTED, MAKE A SEPARATE PURCHASE FOR THE NEW ITEM.

DO YOU OFFER REFUNDS?

WE WILL NOTIFY YOU ONCE WE’VE RECEIVED AND INSPECTED YOUR RETURN, AND LET YOU KNOW IF THE RETURN WAS APPROVED OR NOT. IF APPROVED, YOU’LL AUTOMATICALLY RECEIVE AN EMAIL CONCERNING THE REFUND.

WITHIN A NUMBER OF DAYS AFTER RECEIVING YOUR CONFIRMATION, YOUR REFUND WILL BE PROCESSED AND WILL AUTOMATICALLY BE CREDITED TO YOUR CREDIT CARD OR ORIGINAL METHOD OF PAYMENT.

STILL HAVE QUESTIONS? WE'RE HAPPY TO HELP! PLEASE EMAIL US AT MARIE@ROSIEANTWERP.COM AND WE WILL GET BACK TO YOU WITHIN 24 HOURS.