Velo

Our goal is to ensure that our customers are completely satisfied and happy with their purchases at all times. Therefore, please read the instruction below to understand the different T&C for our Return Policy and Exchange Policy.

 *For more information on COD (Cash on Delivery), please read Payment Terms.

We have a 48 hours return policy, which means you have 2 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn, unused, undamaged and in perfect condition with all tags, and in its original packaging, branded boxes, dust bag  (if applicable), protective outer box ( if placed inside a for shipping etc. ). You’ll also need the receipt or proof of purchase and any other related information that may be required to understand and ensure the validity of such return.

EXCEPTION / NON-RETURNABLE ITEMS  
Certain types of items cannot be returned. We regret to inform that returns for all accessory products aren’t applicable such as: veils, hair ornaments, bags, and any accessories. Please get in touch with our customer services by sending email at customerservices@rosaclara.sa if you have questions or concerns about your specific item.

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

There is a period of 24 to 48 hours for any Legit return, such as if the item(s) is/are damaged upon delivery, in a defective packaging, having a manufacturing fault or whether the item(s) is/are not what you ordered originally from the website. No Shipping fee is required for legit returns.

Goods returns based on personal preference will not be possible. For e.g. such as if the item(s) is/are unwanted or are unpleasant for the customer’s personal interests.

*Please ensure that any requests made for damaged items after the period of 48 hours from the date of  the receipt, shall not be entertained.

RETURN PROCEDURE
In case of a return, customer is advised to make a request for a return by sending us an email to customerservices@rosaclara.sa.  Once received our Customer services team will contact the customer via email/contact number provided by customer within 24 to 48 hours of receiving of such return request. If the return request is accepted by the company’s relevant department (The company reserves the rights not to accept any return), we shall generate a return label for our shipping company to be notified with the return order information. Upon receiving the return label, our shipping company will get in touch with the customer to ensure a time for the collection of the item(s).Once the item is collected, it shall be delivered back to us and the customer shall be notified of the successful return. 

You can always contact us for any return question at customerservices@rosaclara.sa.

REFUNDS
Upon receiving acceptance or rejection of customers’ return request our customer care will get in touch with customer and will inform to the customer regarding the status of refund.  Please note; Company reserve all rights to reject any returns. If approved, the customer will be automatically refunded the full face value of undamaged returned items less any delivery charges and cash handling fees where applicable on the original payment method used for any purchases. Please remember it can takes up to 15 business days for customer’s bank or credit card company to process and post the refund.

Please note this policy is applicable on the purchases done at https://www.rosaclara.sa  only. Any claims, changes or refunds related to the products purchased at Rosa Clara´s chain stores or from distributors of Rosa Clara brand, will not be the responsibility of the online store. Therefore, the customer must address any related issues to Brick and Mortar stores or agents from wherever they had purchased to deal with the claims or questions related to their case.

For further questions, please send an email to: customerservices@rosaclara.sa

EXCHANGE
One time exchange is allowed for sizes only. 

Exchange can be made within two days form the date of receipt.

Exchange will not be possible on the altered/modified dresses.

CANCELLING AN ORDER
In-case if cancellation of an order is required, customer is advised to send us an email at customerservices@rosaclara.sa before the shipment of the order.

PROMOTIONS/SALES

If you have already registered to our Website and hold an account, you’ll be notified in the time of the on-going promotions. 

PAYMENT TERMS 
All the payment details are transferred in a safe SSL encrypted form. Payment can be made by Debit/Credit card, Pay Tabs or COD.

No Alteration/Modification can be made on dress without full payment. ( i.e. No alteration/modification to any dress ordered will be allowed on COD transactions )

CASH ON DELIVERY (COD):

Customer's buying on COD terms will be charged an additional "Logistic Processing Fee"  equals to SAR 50/- only.