1. How do I place my order?

Register/Login in——Choose the products —— Add to bag——Pay for the order——Receive the order.

2. Can I change/modify my shipping address/sizes?

Yes, you can. It includes changing sizes or the color of an item, removing an item, and changing your shipping address. Please contact our Customer Care Team with Live Chat or Ticket. Please note that we can help you modify your order BEFORE shipment.

Once your package shipped, we will not be able to change anything.

3. Can I cancel/change the order I just paid?

It is only possible to change your order status before if the order is processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. You must immediately contact our Customer Service (within the hour) with your change/cancellation request details included.

4. How do I know that my order has been shipped?

Once your order is shipped, you will get a confirmation email including the tracking number automatically. That's how convenient it is! So just sit back, relax until you get your orders on hand!

1. What shipping methods do you offer?

Esprlia partners with major international shipping companies like DHL, UPS, and EMS. We offer two shipping methods which differ in shipping time. You can choose Expedited Shipping or Standard Shipping on the Order Information page during the checkout process.

2. How long does delivery normally take?

You will receive your order in 6-17 business days from the date that it is placed. Standard delivery may need more days than express delivery.

For delivery time after your order was sent out, you can check the Shipping Info page for estimated delivery days. Or you can log into your account >> click on "My Orders" and click on the "Track Order Details" button for more tracking details.

3. Does the product price include shipping cost?

The product price does not include shipping cost. The online system will generate a shipping quote for your order.

4. Why does it shows my package has been delivered but it hasn’t?

Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID. Tracking number can be found by click "Track Order Details" under “My Orders”

5. How can I deal with my package if I do not want it because of the customs taxes?

Normally, our customers would not be charged tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. As per our policy, customers need to afford the tariffs, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel be destroyed but not returned.

6. Why was my order shipped separately?

We will send your order as soon as possible to ensure you get the order earlier. So your order might be shipped separately from our different warehouses based on stock.

Or when your products exceeds a certain quantity, we will ship them separately to ensure that you will get the whole order safely.

7. How to track my purchase?

Once you get the tracking number, you may check the item delivery status online by accessing the website of the related delivery company.

1. Which payment methods do you accept?

We offer Credit Card & Debit Card, PayPal and many local payment per different countries. For detailed information on payment method, please check Payment Method. We are into adding more payment options later on for your convenience.

2. What currencies can I pay?

We are only able to accept USD Dollars at the moment , we can accept more currency in the future.

3．Is it safe to make orders on the web?

Yes, the transmitted data is encrypted by SSL. Only after the bank confirms the authenticity, the payment will be charged. Otherwise the payment will be cancelled.

4. How can I pay if I do not have a PayPal account?

If you don't have a Paypal account, surely you can use your credit/debit cards to complete your payment. Please be assured that we do not collect nor save your credit/debit card number or personal information when you make a payment. For questions regarding your transactions in our site, please consult your card-issuing bank for more information.

5. Why my payment is declined?

Please refer to the following information:

Firstly, check the card details to make sure the information is correct. e.g. the expiry date or your billing address. (Common problems including incorrectly spelled name)

Secondly, make sure you enter the security code correctly - that's the three digit numbers on the back of your card.

Lastly, your card issuer may have declined your payment – please contact card issuing bank.

If the above information still does not work, you may try to pay it with another payment method – or using PayPal which is more convenient and safe!

6. Why am I being asked to "Verify" my payment?

For your protection, your order is being processed by Rosegal's payment verification team, this is a standard procedure to make sure all transactions made on Rosegal are authorized and your future purchases will be processed in top priority.

7. Why do I need to verify my payment on my order?

Your payment method has flagged us to do a thorough security check to assure that the payment method is being used by an authorized user. Please check your email and reply with the requested documents, and we will pay great attention on your info security.

8. Why isn’t my promo code working?

It may be caused by the following reasons:

1) .The discount is applied to the original price but not sale price on the page. If the item is on sale or discounted more than the coupon discount, there might be not too much price difference after applying the coupon.

2) .The code has already expired.

3) .The purchase amount is limited.

9. Do you provide an invoice?

Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.

1. What is your return policy?

We’re bummed if you're not 100% satisfied with the items you received, and we gladly accept returns within 14 days of receipt for most items in new condition.

1) You have 14 days to decide if an item is right for you, if not, you can certainly come to us within 14 days of receipt.

2). Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.

3). We do not accept returned items that were sent back by you directly without checking with us first.

4).We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.

Note.

The original shipping fee and insurance are non-refundable.

2. How do I return an item?

If you are not 100% satisfied with your purchase, you may request a return within 14 days after receiving your package.

1). Please submit an online form, selecting your item code and issue details for the return.

2). Once getting the return address and instructions, please pack your items carefully and send your return package using a traceable carrier.

3). Send your return tracking number or a picture of return receipt to our customer service team.

4). We will process the return or exchange as soon as we receive your package.

3. How can I return/exchange items they are not as described?

You may check out our Return Policy first, then Submit A Ticket about which items you want to return with the following information.

1) The order number

2) The item's name or SKU number or pictures

3) A description of the problems and some clear pictures

4).We will process your return request and offer the nearest return address for you as soon as we can.

4. How do I exchange it for a different size if my item is not fit?

We are sorry that your item doesn't fit the way you wanted. You can definitely exchange it for a different size within 14 days of your item arriving. Please email us through our online form to reach our Support Department within 14 days to initiate the process. Thank you for your understanding and cooperation.

5. Have you got my returned item(s) and when will I receive my refund?

Once we have received your returned items, your refund will be processed right away. As a rule, it takes up to 48 hours to appear on your card statement. In extreme rare case, it may take up to 14 days max. If you paid by debit or credit card, the money will be refunded to the bank account linked to the card. If you used PayPal, your refund will appear on your PayPal account.

6. How long does it take for the refund to be processed?

After we have received your return, we will initiate the refund process for you within 24 hours.

If you paid for the order with your PayPal account directly, the refund will be back into the account which you used to pay immediately once processed, while it will take about 30 days to receive the refund if you paid with a credit card through PayPal , depending on the bank processing time.

If you paid the order in other payment way, the refund will be back into the account which you used to pay for the order within 7-15 working days, depending on the bank processing time.

Once your refund is issued by us, you will receive a confirmation email. Please remember to check your account in the due time.

7. Who is responsible for return postage?

Return shipping fee is paid by buyer since the return shipping costs is not paid to Esprlia.

1. Where are your products sent from?

We currently have warehouses in United States, Europe, and China . Products will be sent as per the principle of proximity.

2. Will you restock the items that are out of stock?

Sorry for the inconvenience caused. If the item is “out of stock”, we suggest you to check the site within two weeks in case it restocks. Nevertheless, if it is not be restock in few weeks, it will be removed from our web.

3. Do you use fur and genuine leather?

Our products are neither real fur nor genuine leather but they are high quality artificial materials.