What May Cause the Error Pages on the Website?
- The browser you are using is not compatible with our website. You can try it with Google Chrome or Apple browser.
- Your network environment is unstable.
- There is a problem with your computer or mobile device settings. You can try it out.
- Our website is working with the new version, waiting patiently and then using it.
How Do I Know It Is Safe to Shop with You?
How to Place an Order?
Step1. As a guest or Register on Roselilys.com
Step2. Log in
Step3. Pick out what you prefer
Step4. Add to cart
Sterp5. Confirm billing address and shipping address
Step6. Choose delivery
Step8. Check confirmation in the registered e-mail box
When your order placed successfully, please check your registered email to find your "Order Confirmation" email from us within 24 hours. If you do not get it, please email us immediately. It is very important!
Can I Change or Cancel My Order?
How Do I Track My Order?
When Will My Parcel Be Processed and Shipped?
What should I do if I did not receive a confirmation email?
Our confirmation letter is sent out automatically by our ordering system. Contact us immediately if you have not received a confirmation email within 12 hours of placing your order and yet have the payment charged from your credit card/Paypal account. We will confirm your order on our side and send you another confirmation email with your order number and order details.
There are a few possible reasons that could cause this to happen:
You have entered an incorrect or not frequently used the email address when registering on our website. Since our confirmation emails are sent to the email address you registered with us, the letter will be lost.
You used the express checkout feature which uses the email address associated with your Paypal account. This email address may not be the one you currently use and it is recommended that you check both for our confirmation email.
Some email systems have filters that classify our email as junk mail so they cannot get to your inbox. It is recommended that you look into your junk mail folder before contacting us, as there is a big chance it was simply blocked by your email system.
Why didn't I get an email about my order being shipped?
Why my fitted sheet pilled after one-year use? How can I prevent the pilling?
How to choose the duvet cover?
You should choose the duvet cover with the hidden zipper placed at the edge/back of the cover. There are 3 advantages to using hidden zippers on duvet covers:
- A regular zipper（not hidden）placed on the surface/edge of the duvet cover can break or weaken the sense of luxury of the cover.
- Hidden zippers are covered with a layer of silk which makes it less likely to cause abrasions on your skin.
- The cover that protects your skin also protects the zipper from breaking, granting longer-lifespan to the zipper and less trouble for you.
Can ROSELILYS silk pillows hold their shape well?
Our silk pillows use silk floss filling in the form of stacked thin sheets of tangled silk threads. The nature of the filling and the unusually strong silk fibers in the silk floss means that:
- It is unlikely that the filling inside the pillow shell moves around and clumps together to give the pillow an uneven shape.
- It is difficult for the silk threads in the filling to succumb to pressure and deform, allowing the pillow to regain its original shape once pressure is removed.
Of course, silk fibers are not immune to deformation and will eventually change in the pillow‘s shape. But this process is very slow and can take 5-10 years.
Are all of ROSELILYS's products made from 100% Mulberry Silk?
Yes, we guarantee that all of our products, unless stated otherwise on the product page, are made of 100% pure and natural long fibre Mulberry silk cultivated from the best silk farms in China. No chemicals are added in our production process and the use of any machinery or chemical additives that could potentially compromise the quality of our silk has been strictly forbidden to ensure our customers enjoy the perfectly soft and smooth feel of our products.
All of our silk products are inspected at every step of their production to make sure the process strictly comply with ISO9001, the internationally recognized standard of quality management.
How to Fluff Pillows?
How Long Will the Item Take to Delivery?
Can I Change My Shipping Address after Placing an Order?
Do You Ship Internationally?
When Will My Order Arrive?
What should I do if the package is damaged in transit?
- When you receive the parcel, please check if the package is damaged, whether the products are correct. If there are any problems mentioned above, please refuse to sign for the parcel and contact us in time.
- If you encounter the condition that the parcel must be signed before it can be checked. Please sign for and open the parcel in front of the courier. After checking, if there is no problem then you can give the receipt to the courier. If there is any problem, please give feedback to the courier and contact us immediately. (It is suggested you take pictures of the package box, product boxes, products, waybill, etc. And pictures should be clear and easy to identify. )
- If you(or your client) do not check the parcel and signed, the commitment that logistics undertakes transportation risk will end.
Return & Exchange
What Should I Do When I Get Wrong Item?
Will I get full refund for my return?
How long does it take for my refund to be processed?
Once we receive the returned items, it will take up to 3 business days for us to process the refund. The refund should reflect your account depending on the method of payment. If you would like us to refund the amount to your credit/debit card, that depends on your financial institution which ranges from 3-15 business days. If you would like us to refund the amount to your Paypal account that will take 48 hours.
If you couldn't receive the money in time, please feel free to contact us online.
Which items couldn't be returned or refunded?
We are sure you will be delighted with our items, but if not, simply contact us, we will get back to you within 24 business hours generally.
We gladly accept returns within 45 days of receipt for most items in good condition. For the ones couldn't be returned, please check below.
- Items on clearance
- Silk Lingerie (which includes silk bra, silk underwear and silk knitted clothing)
- Customized & Monogrammed Items
- Washed or Used Items
- Items over our 45-days return time