Shipping policy

Rozena Maison

At Rozena Maison, we are committed to processing and delivering your orders as reliably as possible. Please review the shipping information below before placing an order.

1. Shipping Destinations

We currently ship to the following destinations:

  • United States

  • Canada

  • United Kingdom

  • Australia

Shipping availability may vary depending on the destination and applicable shipping restrictions.

We may expand our shipping destinations in the future.

2. Order Processing

Orders typically require approximately 2 business days to be processed and prepared for shipment.

Orders placed on weekends or public holidays will generally be processed on the next business day.

During periods of high demand, promotional events, holidays, or other circumstances affecting order processing, processing times may occasionally take longer than usual.

3. Estimated Delivery Times

Delivery times below are estimated transit times after order processing and are not guaranteed delivery dates.

United States

Orders shipped to addresses in the United States typically arrive within approximately 2–3 business days after processing.

Shipments are generally sent via FedEx.

Canada

Delivery times to Canada may vary depending on the destination and shipping service available for the order.

Where available, the estimated delivery timeframe shown at checkout will apply.

United Kingdom

Delivery times to the United Kingdom may vary depending on the destination, shipping service, and customs processing.

Where available, the estimated delivery timeframe shown at checkout will apply.

4. Delivery Estimates and Delays

All delivery timeframes are estimates and are provided for guidance only. We do not guarantee a specific delivery date.

Delivery may take longer than estimated due to circumstances outside our reasonable control, including:

  • Carrier delays

  • Customs inspections or processing

  • Weather conditions

  • Public holidays

  • High shipping volumes

  • Incorrect or incomplete delivery information

  • Other unforeseen circumstances

Where we become aware of a material delay, we may provide available information or updates regarding the shipment.

5. Customs, Import Duties, and Taxes

Orders shipped to Canada and the United Kingdom, and other shipments where applicable, may be subject to customs duties, import taxes, VAT, handling charges, or other fees imposed by the destination country.

Unless otherwise stated during checkout or required by applicable law, the recipient is responsible for any applicable customs duties, import taxes, and related charges.

Rozena Maison is not responsible for delays caused by customs authorities or for charges imposed by the destination country.

6. Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing tracking information, where tracking is available.

You can use the tracking information provided to monitor the progress of your shipment through the applicable carrier.

If your tracking information shows that a package has been delivered but you have not received it, please contact us at help@rozenamaison.com as soon as possible so we can assist you.

7. Lost Packages

If tracking information indicates that your package has been lost in transit, please contact us at help@rozenamaison.com.

We will review the shipment and, where appropriate, investigate the issue and determine the appropriate resolution.

For claims relating to products lost in transit, please contact us as soon as possible and no later than 30 days after the estimated delivery date, where applicable.

Any replacement or other resolution relating to a lost shipment is subject to the circumstances of the shipment and applicable terms and policies.

8. Damaged Packages

If your order arrives damaged, please contact us at help@rozenamaison.com as soon as possible.

Please provide:

  • Your order number

  • Clear photographs of the package

  • Clear photographs of the damaged product

  • A brief description of the damage

We will review the issue and, where appropriate, determine the appropriate resolution, which may include a replacement or remake.

9. Incorrect Delivery Information and Address Changes

Customers are responsible for providing accurate and complete shipping information at checkout.

If you need to change your shipping address after placing an order, please contact us at help@rozenamaison.com as soon as possible.

Because orders may enter processing shortly after they are placed, address changes or order modifications cannot be guaranteed once processing has begun.

We will make reasonable efforts to accommodate eligible requests when possible.

10. Order Cancellation

If you wish to cancel an order, please contact us immediately at help@rozenamaison.com.

Cancellation may not be possible once processing has begun.

Where a cancellation is not possible because processing has already started, any refund will be handled in accordance with our Return & Replacement Policy and applicable law.

11. Shipping Restrictions

We may not be able to ship to certain addresses or locations within our available shipping regions, including restricted destinations, freight forwarders, or other addresses that cannot be supported by the applicable shipping service.

Where a shipping restriction applies, we may contact the customer to request an alternative eligible address or, where appropriate, cancel and refund the order.

12. Contact Us

For any inquiries regarding shipping, delivery, tracking, damaged packages, or address changes, please contact us at:

help@rozenamaison.com