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Shopping FAQ

Shopping FAQs

+ 1. What should I do if I have trouble logging in?

Please follow these instructions:

Check your login details. Your login username is the email address you used for registration.

If you have forgotten your password, please select the "Forgot your password?" option on the Sign In page. Complete the information regarding your registration details and select the "Reset your password" option.

Please make sure that your web browser accepts cookies.

The Rosewholesale.com website may be undergoing system maintenance. If so, please wait 30 minutes and try again.

If you are still unable to access your account, you can contact our Customer Service Department at support.Rosewholesale.com and indicate the problem. We will assign a new password for you and you can change it once you log in.

+2. Can I get a discount if I make a larger order?

Yes, the more pieces you purchase, the higher the discount. For example, if you buy 10 pieces, you will obtain a 5% discount. If you are interested in purchasing more than 10 pieces, we would be happy to provide you with a quote. Please contact our Sales Department on sales@Rosewholesale.comand provide the following information:

  • - The product(s) that you are interested in
  • - The exact order quantity for each product
  • - Your desired timeframe
  • - Any special packing instructions, e.g. bulk packing without product boxes

Our Sales Department will reply to you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece.

+3. What should I do if I want to add or remove the items in the cart?

Please sign into your Rosewholesale account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.

Payment FAQs

+1. What is PayPal?

PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used at Rosewholesale.com to purchase items by Credit Card (Visa, Mastercard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). Rosewholesale cannot see your card number as it is securely encrypted through PayPal's server. This limits the risk of unauthorized use and access.

+2. After making a payment, can I change my billing or shipping information?

Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service Department at support.Rosewholesale.com as soon as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

+3. How do I know if my payment has been received?

Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit Rosewholesale.com and log into your customer account to check the order status at any time. If Rosewholesale has received payment, the order status will show "Processing".

+4. What Does My Order Status Mean?

Once your payment is received. Your order will go through several order statuses until we ship it out. At Rosewholesale.co, we have 2 types of order statuses.

1-NORMAL ORDER STATUSES

Normal order status Meaning Actions you can take now:
Waiting for payment This order is unpaid. You are welcome to pay your order now.
Paid You have just paid your order successfully. Please wait for a few minutes .Our server will upload your order shortly and we will start to process your order.Thank you for your patience.
Processing We have accepted your payment and we are processing your order.
Processing will usually* take 3-10 business days and includes 3 steps :
1. Receive and allocate stock to your order
2.Complete quality control for your items
3.Pack your items
*For more information about our dispatch time for your specific item, please refer to the product page and see i.e "Dispatch time: Ships with 7-15 days".
Contact us to edit the address or the items.

Packed

Orders may be canceled any time prior to the ‘packed’ status. After this, orders cannot be changed or canceled. Warranty will apply upon receiving.

We are unable to edit or cancel the order any more.
Shipped Out Your order has been sent out to you and you will receive all items at the same time 1.Follow up the delivery in your account and track the item online.
2.If you've chosen free shipping and haven't purchased a tracking number, we kindly ask to wait for your order 10-25 working days (normal season). Kindly note that during peak season deliveries can be longer. To know more please click here:
http://www.rosewholesale.com/m-article-id-39.html

 

2- SPECIAL ORDER STATUSES

Special order statuses Meaning Actions you can take now:
Pending You have attempted to pay us probably by PayPal e-check. At this time, we haven't received your payment yet, please check your Paypal account or bank account balance and confirm whether your funds are sufficient. For a faster process, please send us via the ticket center, your PayPal transaction ID or your bank receipt showing the payment has been successful.
Cancelled Your unpaid order is canceled Please feel free to replace an order anytime.
Refunded Your order has been refunded on our side. If you paid with Paypal, please allow 3-7 working days for the transaction to appear on your account. If you paid by credit card it will take 7 to 25 working days depending on your credit card.
+5. Do you provide an invoice?

Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.

+6. Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?

Yes, absolutely. For your convenience, we also accept the following payment methods: Wire transfer, T/T, and Western Union. Please contact sales@Rosewholesale.com with your request or sales enquiry. We will respond to your email query within 1 working day.

+7. Why am I being asked to "Verify" my payment?

Because your order has been held for a standard anti-fraud check by Rosewholesale. We want to avoid fraudulent and unauthorized payment. For more details about our anti-fraud please check here.

Shipping FAQs

+1. How do I change the shipping method?

Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Service Department at support.Rosewholesale.com. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.

+2. How do I change my shipping address?

In the event that you wish to change the shipping address after placing an order, please contact our Customer Service Department at support.Rosewholesale.com as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

+3. When will I receive my items after I place an order?

The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.

+4. Do you ship to my country and what are the shipping rates?

We ship worldwide. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping weight for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers.

+5. Why is the shipping cost on some items so expensive?

The delivery cost depends on the shipping method that is selected, along with the shipping time and the destination country. For example, if the shipping cost between UPS and FedEx is 10 US dollars, our advice is to choose which option best meets your individual needs, based on price and shipping time.

+6. Does the product price include the shipping price?

The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.

+7. How do I know if my items have been shipped or not?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

+8. How do I track my order?

Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.

+9. Why is my tracking number invalid?

The tracking information normally appears after 2-3 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes.

The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.

We would advise you to contact our dedicated Customer Service Department at support.Rosewholesale.com and provide them with your Rosewholesale order number. We will contact the shipping company on your behalf, and you will be updated once there is any further information.

+10. If Customs duties are incurred, who is responsible for them?

Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is always the buyer's responsibility to clear customs and pay the relevant Customs duties. Rosewholesale do not add taxes, customs fees (excise and duty), or any other hidden charges.

+11. If my items are detained by Customs, who is responsible for clearance of the items?

If the items are detained by Customs, the buyer is responsible for clearance of the items.

+12. What if my parcel is seized by Customs?

If your items cannot be cleared from the customs, please contact us first. We will conduct further investigations with the shipping company on your behalf.

+13. After payment has cleared, how long do I wait until my order is sent out?

Our handling time is 3 business days. This means that your item(s) will generally be sent out in 3 business days.

After Sales FAQs

+1. How can I cancel my order, before and after payment?

Cancellation before payment

If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to "reactivate" it by sending a payment, because the prices of the individual items may have changed, along with the currency conversions and shipping rates. You will need to submit the order again with a new shopping cart.

Withdrawing an order after payment

If you have already paid for an order and want to cancel it, please contact our Customer Service Department at support.Rosewholesale.com as soon as possible. If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.

If the package has already been dispatched, then we are not able to cancel or change the order.

If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department at support.Rosewholesale.com and we will process the updated order; there is usually no additional fee for this service. Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

+2. How can I return purchased items to Rosewholesale?

Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service at support.Rosewholesale.com, please provide us with the following information:

  • a. The original order number
  • b. The reason for the exchange
  • c. Photographs clearly showing the problem with the item
  • d. Details of the requested replacement item: the item number, the name and color
  • e. Your shipping address and phone number

Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have an RMA number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.

The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.

+3. Under which circumstances would an item be able to be exchanged or returned?

At Rosewholesale, we pride ourselves in the quality and fit of our clothes. All the Women's Clothing that we sell are designated as OSRM (Other Special Regulated Materials) and, once sold, cannot be returned or exchanged in cases other than quality issues or mis-shipment.

Quality Issues:

Should you find any item to be materially defective, the item must be returned to us in the same condition as it was sent within 7 calendar days after receiving the garment – it must be unwashed, unworn and with all the original tags affixed. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer's responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence or items without their tags will not be accepted for refund.

Mis-shipment:

We will exchange your product in cases where the purchased product does not match the item ordered. For instance, it is not the color that you ordered (perceived color differences due to your computer monitor will not be exchanged), or the item you received does not match the style that you ordered.

Please note:

All returned and exchanged items must be returned within 7 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, is damaged, has had its tags removed, or is deemed unacceptable for return and exchange, we reserve the right to return to you any non-compliant pieces. All product packaging must be intact and not damaged in any way.

+4. Where do I return the item?

After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to our headquarters in Shenzhen, China. Once we have received the item(s), we will confirm the RMA information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.

Wallet FAQs

+1. What is R wallet?

R wallet is a fast and secure payment tool, making it easy to stay up-to-date with all your account transactions.

+2. What are the advantages of using R wallet?
  • ● RSecure Payment: your financial information remain 100% private and secure all the time.
  • ● Easy-to-use Operation: You will become familiar with the user-friendly interface in less than a minute.
  • ● Smart Management: R wallet is designed to help you manage and control your money easily and conveniently. Checking your transaction details, order history and more is effortless.
  • ● Free R Points: If you choose to keep any refunds in your R wallet, you will receive free R points to save even more money.
  • ● Fast refunds: Refunds are prioritized for wallet holders and will be issued to your R wallet within 1-2 business days.
+3.Is there anything I need to do when I first enter my R wallet account?

Yes. In order to ensure the security of your account, you must set up your secure transaction password first.

+4. What can I do when I forget my transaction password, or need to reset my transaction password?

a.Reset Transaction Password

  • ● Enter the "Account Management" section of your R Wallet. Click on "Reset Transaction Password", then input your new transaction password twice and submit the information.

b.Retrieve Transaction Password

  • ● Enter into "Account Management" of your R Wallet, and click on "Retrieve Transaction Password";
  • ● Click on "Application Email Verification". We will send an email to your registered email address;
  • ● Carefully check your email inbox (including spam folder), and click the link that is displayed in the email;
  • ● Reset your new transaction password.
+5. Can my order refund be issued directly into my R Wallet?

Yes. If you receive a payment refund, you may request to have the refund issued into your R wallet. The new balance of your R wallet can then be used for shopping other items.

+6. What advantage is there in requesting refunds to be issued into my R wallet?

If you choose to receive refunds into your R wallet, you will earn the corresponding amount of R points. This allows you to save even more money in future orders. For example, if you receive a $10 refund, you will earn 50 R points.

+7. How can I check the information of individual transactions in my R Wallet?

Every transaction operation will be conveniently recorded in your R Wallet on the "Transaction Record" page. This shows all the corresponding information related to that transaction for your convenience.

+8. How do I access my R Wallet?
  • ● Log into "My Account".
  • ● Enter into "My R Wallet".
  • ● Set up "Set Transaction Password"
  • ● Confirm your settings, and start your rewarding R Wallet journey.
+9. How to use my R Wallet?

Type 1 - I have enough R wallet to pay the entire new order

  • 1. Click your Shopping Cart;
  • 2. Checkout by R wallet
  • 3. Input the R wallet amount you want to use
  • 4. Click " Place the order"
  • 5. Order placed successfully.

Type 2 -> My R Wallet can pay part of my order

  • 1. Click your Shopping Cart;
  • 2. Checkout by R wallet;
  • 3. Input account balance of R wallet;
  • 4. Pay the balance by Paypal, Credit Card or other payment method;
  • 5. Click "Place the order"
  • 6. Order placed successfully.
+10. Can I get my R wallet refunded?

Yes. Please kindly contact support center to get a refund for the Balance of R Wallet

Note:Refunds will be issued to Paypal within 3-7 days business days.Refunds will be issued to Credit Card within 3-15 days business days.