Shipping policy
Shipping & Delivery Policy
At Rozella, we want your order to arrive safely, securely, and in excellent condition. This policy explains our delivery timeframes, what happens if your order is delayed or arrives damaged, and how we handle delivery-related concerns.
1. Delivery Timeframes
We currently offer delivery across Pakistan.
Orders are generally delivered within 7–14 business days from the date your order is confirmed and processed.
Please note that delivery times are estimates rather than guaranteed delivery dates. While most orders arrive within the expected timeframe, rare delays may occur due to circumstances outside our reasonable control, including courier delays, weather conditions, public holidays, logistical disruptions, address issues, or other unforeseen circumstances.
In exceptional cases, delivery may take longer than 14 business days.
If your order is experiencing an unusual delay, please contact us and we will do our best to assist you and provide any available tracking or delivery information.
2. Order Processing
Orders are processed after payment and order details have been successfully confirmed.
Processing and delivery times may vary depending on product availability, order volume, courier operations, and the delivery destination.
Please ensure that your shipping information, including your name, phone number, and complete delivery address, is accurate when placing your order.
Rozella cannot be held responsible for delays or failed deliveries resulting from incorrect, incomplete, or inaccurate information provided by the customer.
3. Damaged Packages
We take reasonable care to ensure that orders are properly prepared before dispatch.
However, packages may occasionally experience minor damage during transportation.
If your package arrives with minor cosmetic damage but the product itself remains usable and functional, please contact us with photographs of the package and product. Depending on the circumstances, Rozella may offer a partial compensation, discount, replacement, or another reasonable solution.
Our goal is to resolve minor issues fairly while avoiding unnecessary returns or replacements when the product remains fully usable.
4. Significant Damage or Defective Items
If your order arrives with significant damage that affects the product's functionality or makes the product materially different from what was ordered, please contact us as soon as possible after delivery.
To help us investigate the issue, we may request:
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Clear photographs of the product
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Photographs of the packaging
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A short video demonstrating the issue, where appropriate
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Your order number
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A description of the problem
Once we receive the necessary information, we will review the situation and determine the most appropriate resolution.
Depending on the circumstances, the resolution may include a replacement, partial refund, full refund, store credit, or another reasonable remedy.
5. Damage Caused by Customer Use
Rozella is not responsible for damage resulting from improper use, misuse, accidents, negligence, unauthorized modifications, improper storage, normal wear and tear, or failure to follow reasonable care instructions.
Examples may include:
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Scratches or marks caused after delivery
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Damage caused by dropping or impact
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Damage caused by excessive force
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Damage caused by exposure to unsuitable liquids, chemicals, heat, or other substances
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Damage resulting from improper cleaning or maintenance
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Normal signs of use or wear over time
Where appropriate, we may still review individual situations and offer assistance at our discretion.
6. Minor Imperfections
Some products may have very minor variations or imperfections resulting from manufacturing, materials, packaging, or transportation.
Minor differences in color, texture, stitching, finish, or appearance may occur and do not necessarily indicate that a product is defective.
However, if an imperfection is significant enough to materially affect the product's intended use or differs substantially from the product listing, please contact us so that we can review the situation.
7. Incorrect or Missing Items
If you receive an item that is different from what you ordered, or if an item appears to be missing from your shipment, please contact us as soon as possible.
We will investigate the order and work with you toward an appropriate resolution.
Please provide your order number and clear photographs of the items received when contacting us.
8. Failed Delivery Attempts
Customers are responsible for providing accurate delivery information and being reasonably available to receive their order.
If a delivery cannot be completed because of an incorrect address, incorrect contact information, refusal to accept the package, or repeated unsuccessful delivery attempts caused by the customer, additional delivery charges may apply if the order needs to be shipped again.
Where possible, we will contact the customer before taking further action.
9. Courier Delays
Once an order has been handed over to the delivery service, certain aspects of the delivery process are outside Rozella's direct control.
Courier delays may occur because of:
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High shipment volumes
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Weather conditions
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Public holidays
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Road or transportation disruptions
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Security or logistical restrictions
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Incorrect or incomplete delivery information
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Other circumstances outside our reasonable control
We will make reasonable efforts to assist customers with delayed shipments and provide available tracking information where applicable.
10. Lost or Undelivered Orders
If your order appears to have been lost in transit or remains undelivered beyond a reasonable period, please contact us.
We will investigate the shipment with the relevant delivery service and determine the appropriate next step.
Depending on the circumstances and outcome of the investigation, Rozella may offer a replacement, refund, store credit, or another appropriate resolution.
11. Reporting a Delivery Issue
If you experience a problem with your order, please contact us as soon as reasonably possible after receiving it.
When reporting a damaged, incorrect, or defective item, please include:
Order Number:
Description of the Issue:
Photographs:
Video (if applicable):
Providing clear evidence allows us to investigate the issue much faster and helps us reach a fair resolution.
12. Our Commitment
We understand that ordering online requires trust.
Our goal is to treat every delivery issue fairly and reasonably. While we cannot control every part of the delivery process, we will make reasonable efforts to assist customers when something goes wrong.
At the same time, customers are responsible for providing accurate delivery information and using products appropriately after delivery.
We reserve the right to assess each situation individually and determine an appropriate resolution based on the circumstances, available evidence, and applicable consumer protection requirements.
This policy does not limit any rights or protections that cannot legally be excluded under applicable law.
Our contact information is readily available at the footer of our page. In any inconvenience, please do not hesitate in contacting us because we absolutely care and will do our best to work out the best solution for our valued customers.
Contact us at: