Shipping policy
Rose & Aster is committed to getting your order to you efficiently. Please read our shipping policy below:
Shipping Delays and Lost/Damaged Packages:
- Rose & Aster is NOT responsible for delays with USPS or UPS shipping.
- Rose & Aster is NOT responsible for lost, damaged, or marked delivered items.
- If you receive a damaged package or your package is lost, you must file a claim directly with the carrier:
- Rose & Aster is not responsible for any delays caused by mail carriers and will not refund shipping charges if USPS or UPS does not meet their guaranteed shipping times. Contact the carrier directly for delivery issues.
- Once an item is dropped off at UPS or USPS, it is out of our control. We have no affiliation with USPS and cannot control shipping times or delivery. Contact UPS or USPS for any issues.
Tracking Information:
- Please allow 1-3 days for your tracking information to show.
- Please contact us after the estimated delivery time has passed.
Incorrect Address Disclaimer:
- It is the buyer’s responsibility to ensure the shipping address is entered correctly.
- We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address.
Order Changes & Cancellations
- Email hello@roseandaster.com immediately about any cancellation.
- We can make cancellations before the items are processed (brought to shipping carrier).
- If your item(s) have been processed then initiate a return when you receive the item and we will provide a refund once we have received the item back.
- We are NOT at fault if we do not read your request for cancellation before processing your order. The statements above will stand.
Returns & Exchanges
- If you would like to make a return or exchange, please start a claim in your user portal or contact hello@roseandaster.com within 7 days of receiving your item(s). All returns are fully refunded but we must receive and check the items condition before processing your return or exchanged item. For more information, please see our Return Policy.
Customer Service and Dispute Resolution
Our goal is your happiness with our products. If you have any concerns or issues with your order, please contact us at hello@roseandaster.com. We are committed to working with you to find a fair and reasonable solution. We encourage customers to contact us directly to resolve any issues before pursuing other avenues.
In the event of a chargeback, we will thoroughly investigate the claim and provide all necessary documentation to our payment processor to dispute the chargeback. We reserve the right to pursue all available legal remedies to protect our business interests.