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FAQ


How secure is your site?

Sweet And Rosy processes payments using the Stripe payment gateway. Stripe is certified to PCI Service Provider Level 1, the most stringent level of certification. We take security very seriously, all payments are verified by Stripe to prevent fraud.

 

Why is my payment being declined?

For your security, our system sometimes blocks payments if the details entered are not completely correct. If your payment is being declined, please make sure you are entering your details exactly as they are written on your payment card. If the issue still persists, please use PayPal (you don't need to have an account and can still pay by card).

 

How long will my order take to deliver?

Usually 2 weeks. Due to high demand of some of our most popular products, please allow 2-4 weeks for delivery. If your order hasn’t arrived in the estimated delivery times, please contact our support team using the contact form below and we will chase it up with our supplier. If your order hasn't arrived within 60 days of the date of original purchase, you are entitled to a full refund on your purchase.

 

Can I amend or cancel my order?

Once your order has been placed, unfortunately cancellation is not possible.

 

Can I return or exchange an item?

As many of our items are made to order, we do not offer exchanges. That being said, we pride ourselves on great customer service and will do all in our power to rectify any issues you may have! We encourage you to email us directly on our website, so we may resolve any issues with your product. Please refer to our Return Policy for further details.

  

Where do you ship to?

We currently ship to the following countries:

  • United States
  • United Kingdom
  • Canada
  • Australia
  • New Zealand

 

Will I have to pay any customs fees?

We are confident that there will be no customs fees. However, we are not responsible for customs fees or import duties. If any such costs are required, it is the buyers' responsibility to pay the balance.

 

Will my order be shipped in multiple parcels?

If you place an order with different items, they may be fulfilled in multiple shipments.

 

What are my payment options?

We accept payments by PayPal, Visa, MasterCard and American Express.

 

What are my delivery options?

We currently only offer one standard shipping option, which is free and comes with delivery tracking for your piece of mind.

 

Where is my order?

You will receive an email with tracking information once your order is dispatched.

 

How do I track my parcel?

You can track your parcel via the email we sent you. We also have a link to our Track Order page in our main menu and footer menu.

 

Where is my order shipped from?

We have fulfillment centers across the globe in the United States, Canada, Europe, and China.

 

What if I received a faulty item?

Our items undergo inspection before they are dispatched. That being said, if you discover a fault, please contact us immediately (within 7 days of receiving your parcel) via the contact form below.

 

Need to contact us?

Feel free to get in touch, our customer service email address is customercare@sweetandrosy.com

 

By accessing, purchasing from or using any part of the Sweet And Rosy website, you agree to all information laid out on this FAQ page, as well as our policies.