Here to help:

When will my order be processed?

Non custom items are processed within 24-48 hours.

For custom made pieces please allow 7-10 business days processing. In some cases, it may take longer to create custom pieces.

Once your order has been processed and is on it's way, you will receive an email with your tracking link so you can follow your packages journey.

Please allow 48 hours for your tracking information to update once you receive your shipment notification.

Why hasn't my tracking link updated?

Once you receive your shipment notification with your tracking link - please allow up to 48 hours for your tracking link to update.

My parcel is lost, what do I do?

If your package gets lost in transit once shipped we can resend your order. We cannot offer refunds for lost parcels. Please get in contact with us if you need any assistance regarding a lost parcel.

Do you ship worldwide?

Yes! We proudly offer worldwide shipping.

Do I have to pay for custom fees?

We are not responsible for any duties, taxes or customs fees. 

Where can I track my order?

Once your parcel has been shipped you will receive an email with your tracking link.

My item has arrived faulty

We are so sorry to hear your item has arrived to you faulty. 
Please contact hello@rosoki.com within 30 days of receiving your order with a photo of your item and we will get this sorted for you. 

I have changed my mind, can I cancel my order once it has been placed? 

Once orders have been placed we begin processing ASAP so we can get your pieces out to you as soon as we can, therefore we can't guarantee your order can be cancelled once it has been placed. Please contact hello@rosoki.com ASAP if you have had a change of heart regarding your order and we will try and help you - but please note this cannot be guaranteed. 

Can I return custom made items?

All of our custom pieces are made to order specially for you - so requests for refunds on these items are not guaranteed.
If you need to get in touch with us regarding a custom piece please contact us here.