Customer Service

We accepted the following payment options:

• Visa
• MasterCard
• American Express
• Apple Pay
• Google Pay
• Shop Pay

Sorry, but we DO NOT accept:

• CODs
• Personal Checks
• Money Orders
• Cryptocurrencies

Important information:

For your own security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

Orders paid with eGift Cards will be charged at the time of order placement. You may not use a eGift Card to purchase another eGift Card.

We always try our best to make sure you can enjoy your favorite ROSECLÉR® products. But in the event that it is not available, we’ll try our best to indicate as such before you place an order and stock up as soon as possible. Thanks for your patience, please come back the Site and check again.

To safe guard your interest, we will suspend an order and contact you by email if we suspect an order input could be erroneous or repeated. In this case, we will only proceed if you confirm the Order is correct.

We have also added the following limits to online Orders:

• No more than nine (9) total units, per order
• No more than five (5) units of the same item, per order; a Gift Set is considered as one (1) item
• No more than US$1,000.00 in value of purchase net of discounts, per order
• No more than two (2) orders, per customer per day

If you must exceed this limit, please contact us by email in advance with your intent and we will try our best to satisfy your need. If you have further questions, please feel free to contact us at customerservice@rosecler.com and we will be more than happy to assist.

Online security is paramount for us. We also understand how important security is to you. Thus, the Site operates with end-to-end Secure Sockets Layer (SSL) encryption technology and utilizes the latest Transport Layer Security (TLS) protocols to protect all of the Site - from all published store content to your information and to the entire payment transaction and data. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely with us.

The Site requires an up-to-date web browser to make sure that you can use all of the Site’s features. The Site currently supports the latest two versions of all browsers, unless otherwise noted. For best results, use the Site in the latest version of Google Chrome yet below are the other browsers supported:

• Mozilla Firefox
• Apple Safari
• Microsoft Edge
• Opera
• Apple Safari for iOS

If you try to view the Site and you get a message to update your browser, then update your browser by following the prompts on the screen. If you have updated your browser but you still see the message, then clear the cache on your browser and try again.

For information regarding how long we keep your personal information before deleting for security measures, please see Privacy Policy.

All purchases are subject to bank authorization prior to processing. Only completed orders that receive bank or credit card company authorization (“Authorized Purchase”) will be processed and shipped. Please note that:

• Net Order Value does not include any discount, shipping and taxes applied to the Order.
• Each order is processed and shipped independently and cannot be combined with another order for processing and/or shipping.
• Each order can only be sent to one address. If you want to deliver the goods to different addresses, please place orders separately according to different addresses.

Authorized purchases are shipped on business days. Standard delivery services are processed and shipped in 2-10 business days, depending on the product availability and shipment destinations. If you have specific questions about the delivery of your parcel, please contact us by email for assistance. For clarity,

• Purchase Date refers to the date in which we send you the e-receipt after Authorized Purchase;
• Shipment Date refers to the date in which your Authorized Purchase transfers from a Roseclér Distribution Center to our carrier company;
• Business Days are Monday to Friday, excluding public holidays in Switzerland, the dispatching Distribution Center and your destination city; and,
• Delivery Date refers to the date in which your Authorized Purchase arrives at the delivery address you’ve instructed.

3.1.1 Hygiene, Health and Safety

According to information and guidance available from the W.H.O and medical experts, our products are produced and packaged under best quality control and safety procedures, in compliance with standard hygiene and cleaning protocols across our manufacturing and distribution channels. We are committed to hygiene, health and safety supports to our communities during the pandemic.

3.1.2 Shipments to Forwarding Companies

Due to hygiene, health and safety concerns, Roseclér DO NOT recommend customers to ship heat- and UV-sensitive skincare products via a freight forwarding company. Thus, Roseclér does not warrant and cannot be held responsible for damage, defect, material difference, or loss that occurs to goods after our courier has delivered and your forwarding company has signed receipt. This means that we are not responsible to provide a replacement or refund for any goods delivered to a freight forwarding company. If you still choose to use a freight forwarding company, we recommend you to request your freight forwarder to refuse any packages that arrive damaged. In this case, the date of signed goods receipt by your freight forwarding company is deemed as the date you have received the goods. Thus, if a package is lost or damaged AFTER your freight forwarder has signed receipt, your freight forwarding company is now fully responsible for your goods.

3.1.3 Electronic Delivery

Online eGift Cards are delivered via email. The sender’s name and email address are included for the recipient.

3.1.4 Other Locations

Orders destined for G.P.O., P.O. Boxes or similar are NOT accepted.

Shipping cost is calculated based on your order total weight and shipping destination. Shipping cost will be displayed at CHECKOUT. After you confirm payment, you will be charged for the total amount shown at CHECKOUT which includes the items you are purchasing and the shipping cost.

Depending on the shipping destination country or region, each customer may be required by law to pay for importing costs, such as sales taxes, VAT and customs duties, if any. If any importing costs apply, our courier company will contact you directly when your parcel has arrived at your local customs. You will need to pay any applicable importing costs, before our courier can clear your parcel through customs and deliver it to your designated shipping address. If you do not promptly pay for such importing costs, you will be responsible for any resulting charges from your country/region's customs and all costs related to return shipping.

* Purchases paid for with eGift Cards are also subject to applicable sales tax upon delivery to your designated country or region. No sales tax is charged when buying our eGift Cards.

Authorized Purchases are shipped on Business days only. Some items sold by The Site require special handling as specified by local regulations governing the transport of these items. The method of shipment for these items is dictated by these regulations. As a law-abiding company, we always respect and comply with these regulations therefore the shipment of some products to certain locations may be delayed or not be possible. If this affects your order, we regret any inconvenience in advance and thank you for your understanding. We will work with you to avoid such situations beforehand, and do our best to service you with our products. But in the event that your order cannot be shipped, we will notify you by email as such and refund you for the full value of the amount charged for your order.

Thank you for your purchase with us!

We are dedicated to getting your ordered items to you as soon as possible. Once an Authorized Purchase is ready for ship out, you will receive an email to the email address associated with your account with the updated Airway Bill and shipment information. Please visit the courier’s website to track your order shipment.

Once the order is shipped out, any changes in the address shall be arranged with courier company by contacting their customer service personnel directly. Our Shipping Fee covers one (1) time shipping to your specified shipping address. Any incurred imported costs and additional shipping expenses shall be borne by the customer. The courier company will make two (2) delivery attempts to your address. If failed delivery after the delivery attempts, rejected delivery and/or unwilling to pay for the Customs duties and taxes, the courier company will make best efforts to contact you by email. If you cannot take delivery of your parcel, please contact the courier company directly in order to make further arrangements. You may need to pay for additional delivery fees, for extra delivery attempts, charged by the courier company. You will need to pay such fees directly to the courier company.

If for any reason customers ultimately cannot receive the goods, your order will be shipped back to us and the order becomes non-refundable. We also reserved the right to charge you for all associated return-shipment related charges and shipping fee. If you still want us to ship the goods back to you, please contact our customer services for proper instructions via customerservice@rosecler.com

Your order may also be delayed due to various force majeure factors such as weather and traffic. Thank you for your kind understanding!

If the tracking information for your package confirms delivery and you cannot locate the delivered package:

• Please check with neighbors and family members
• Please look around the delivery location
• Please contact the courier company by referring to the contact information on their official website

If you have specific questions about the shipping of your purchases, please contact us by email to customerservice@rosecler.com or the courier company for assistance.

If you are unsatisfied with your purchase, we can accept a Return of an order or an item if:

• It was purchased directly from the Site;
• Apply for refund/return within 30 days from the date of receipt of the item (s);
• The Return applicant is the original purchaser;
• Submitted with the corresponding receipt;
• The item is unused, unopened in its original packaging and has the relevant seals and/or tags still attached; and,
• It is returned within 14 days of products receipt, calculated from the date you signed off the courier receipt, or courier’s proof of receipt in situations where receiver sign off is not permitted or applicable.

Please be reminded that The Site will ONLY accept Return for product(s) that fulfills our requirements and by the process outlined above. Please note that Return cannot include limited edition, gift cards, gift packaging or engraved products. If the Return is requested based on personal reason, the return postal/shipping fees shall be fully borne by the customer. If the value of the good(s) being returned is over US$75, you are recommended to buy an insurance to cover the goods being returned to us. It will be your responsibility to track the Return shipment and ensure the goods are properly received by Roseclér. Roseclér is not responsible for the Return during shipment (since your choice or courier company is responsible), or any return related charges. Cash On Delivery (COD) return shipment charges are NOT accepted by Roseclér; any such returned goods will not be accepted by Roseclér. In this case, these goods may be returned back once again to the customer, with the customer fully responsible for all back-and-forth shipping and related charges.

If you have purchased the products you would like to Return from one of our authorized retailers or authorized online stores, please directly contact the retailer or online store you’ve purchased from; the Site is not responsible for Return in these situations. However, if you have purchased products from the Site, please contact us directly for Return, and do not try to return them to your nearest retailers or another online store.

In case of damaged, defective, or incorrect items, please contact our Customer Care Advisors immediately or please refer to 4.4 DAMAGED ITEMS below and please keep the packing box. For this reason, Roseclér will cover the related return shipment costs, once we have accepted this type of Return request.

4.3.1 CONTACT OUR CONSUMER SERVICE

Please send an email subjected “Return Merchandise Application” to customerservice@rosecler.com, and include the following information:

• The Purchase order e-copy
• Product name and quantity which need to be refunded

To expedite the process, please have the following support materials ready as our Customer Care Advisors may request you to submit for further verification:

• Photos of each item you would like to return
• Front: clearly showing the ROSECLÉR® logo and product name
• Top Right Corner: clearly showing an untampered Authenticity Seal
• The Airwaybill copy
• Reason for refund
• Your contact information (such as name, postal address, email address, mobile or phone number)

The return product(s) must be in its original packaging in an untampered, unaltered, unwrapped and unopened state. Due to hygiene, health and safety related concerns, we may not accept any products we deem as opened or used for Return & Refund. If it is rejected, we will notify you that no refund will be available within 10 business days of receiving your support materials.

If you have specific questions about exchanges, returns & refunds, please contact us via email to customerservice@rosecler.com for assistance. We apologize for any inconveniences.

4.3.2 Pack the Item(S)

After a Customer Care Advisor confirms the validity of your Return Merchandise Application by email, please place a printed copy of our confirmation email inside the return parcel. Please follow our email instructions about how to send the products back to us. Please carefully pack the items into the box and make sure that all returned products must be unopened and returned in its original packaging, with all the accessories and inserts.

4.3.3 Return Confirmation

Upon the arrival of the returned product(s), we will check if the product(s) meets the requirements of returns and refunds. Please allow 10 business days for our assessment and approval.

4.3.4 Processing a Return

Please allow 10 business days for the Return process after our approval to your refund request. Your refund will be credited to the original form of payment or payment channels.

Only the net value of the item(s) purchased will be refunded, i.e. net of discounts enjoyed at purchase. The original Shipping fees, any related importing costs including taxes, any handling fee or gift wrap are non-refundable. You are responsible for all related return shipping and handling costs. The associated Rewards Points, if any, will be deducted accordingly.

The time to post a credit to your account is determined by your issuing bank. Please contact your own issuing banks for details.

This refers to products that are damaged at arrival. When your order arrives, please carefully inspect the shipping carton for any damage that may have occurred during shipment. Please note that regardless of the shipment method your parcel may be opened at customs for inspection. It is normal for the shipping carton to show some wear, however, if damage has occurred to the item(s) inside the shipping carton and specifically to the individual product box or gift set box, please contact us immediately by email.

Please provide:

• The Purchase order/ e-Receipt copy
• Picture(s) of the damaged item(s)
• Picture (s) of the packaging(s) and shipping carton(s) of the damaged item(s). To ensure prompt resolution, please retain the shipping carton box, packing materials including Airway Bill, as the damaged item(s) and shipping carton(s) will be required for inspection by our courier.
• Your contact information (such as name, postal address, email address, mobile or phone number).

Depending on country and/or jurisdiction, and no matter your choice of shipping, customs may open or instruct to open your parcel for inspection. Please notify us by email if this occurs, as we are always trying to improve your purchase experience. However, if this does occur and our carrier have record of such, these affected item(s) may not be eligible for returns or exchanges.

Only items directly purchased on The Site may be returned for refund, exchange or damage reporting. If you have further concerns or questions, please visit our FAQ section or email us at customerservice@rosecler.com

This could happen to anyone. So, don’t worry if you have forgotten your password, just click “Forgot password” at the “Sign-In” page and follow the online instructions to set up a new password. If you are really having trouble, please email customerservice@rosecler.com and we’ll assist you to get going again.

Please enter the current and new password, then click “Reset” in “Change Password” of “My Profile” page and follow their procedure to re-set a new password.

Please edit “Basic Information” in “My Profile” page and follow their procedure to update or change your email address.

You can at any time tell us not to send you email communications by clicking on the unsubscribe link within the emails you receive from us or by contacting us via email.

The Site may run promotions from time to time. Exclusive offers including products, samples, and complimentary shipping are reserved for Roseclér Members only. Special Promotion Offers apply to Authorized Purchases on the Site only. All Special Promotion Offers (“Special Offers”) may not be used in combination with any other offer and is not valid outside the promotional period(s). Qualifications for these offers is subject to the terms and conditions of each individual promotion. Please check on the Site regularly for updates.

You automatically earn and accumulate ROSECLÉR® Rewards Points with any purchase of our products directly from the Site only.

6.2.1 Rewards Points Earning & Redemption

• Earn: You earn 5 Rewards Points for every US$1 spent
• Redeem: 100 Rewards Points are equivalent to US$1 in redemption value

It may take up to 30 days after Authorized Purchase transaction to be credited to the Member’s account. Valid for redemption as soon as they are credited to the Member's account. To learn more, please visit ROSECLÉR® Rewards.

6.2.2 Rewards Points Expiration

All ROSECLÉR® Rewards Points expire yearly on 31 December at 11:59 pm GMT (Expiry Date), or as otherwise stated in the limited time promotion. One (1) notification or reminder will be given on every 1 November to remind you that the points will be expired soon. After the Expiry Date, all the Rewards Points therein will be forfeited. So please feel free to use the Rewards Points as soon as you can and check on your Reward page periodically.

6.2.3 Rewards Points Terms of Use

This applies to Standard Rewards Points, Limited Time Rewards Points or any other types of Rewards Points we issue in the future. Any Rewards Points:

• Can only be used by the Member on the Site.
• Are not transferable.
• Cannot be exchanged for cash.
• Can redeem only the products, offers and services listed in the Rewards.
• Are forfeited for cancelled, returned & refunded products.
• Remain the property of ROSECLÉR® and must be returned upon expiration of stated period of use, if any, or termination of membership or otherwise upon request; after the Expiry Date, all the Rewards Points therein will be forfeited.

Misuse of Rewards Points, including, but not limited to, Fraud and Misconduct, may result in the withdrawal of all benefits, suspension or termination of membership. Depending on the nature and severity of conduct, Roseclér reserves all right to pursue further actions, including legal action.

Any dispute about the redemption of points of this plan, ROSECLÉR®'s record in the system of this plan shall be regarded as the final confirmation at ROSECLÉR®'s discretion. The products/offers/services redeemed under this program are for personal use only. Members are not allowed to sell or resell any such products/offers/services. In this case, Roseclér reserves all right to pursue further actions, including suspension or termination of membership and legal action.

6.3.1 Member’s Terms & Conditions

You must be 21 years old to become a member of ROSECLÉR®. Whether you qualify to be a ROSECLÉR® Member is at the sole discretion of ROSECLÉR® and ROSECLÉR® may refuse membership to any applicant without reason. If and when you are asked to submit additional evidence to verify your age, you need to comply within 5 working days. If you fail to provide such proof readily, we will revoke your membership account and thus void any benefits as a member.

For the confidentiality of member information, please refer to the full Privacy Policy on the Site.

The use of this membership account and the associated benefits is deemed to be acceptance of ROSECLÉR® Terms of Service, Privacy Policy, Cookie Policy and Customer Service (collectively, "Terms & Conditions").

IF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS, YOU MAY NOT USE OUR SITE.

ROSECLÉR® will use reasonable efforts to notify Members of material changes and/or to these terms and conditions, it is the responsibility of Members to keep themselves up to date in respect of the Roseclér programme and these terms and conditions. Any use of ROSECLÉR® by a Member will be deemed as acceptance of any amendment. ROSECLÉR® will not be liable for loss or damage resulting from any amendment to these terms and conditions. Roseclér reserves the right to modify or terminate the membership programme structure, benefits and other features, including these terms and conditions, at any time.

6.3.2 Member’s Responsibility

ROSECLÉR®’s Members can register with personal email. Once successfully registered, you will receive a welcome email. Members are responsible for the security of their passwords and ROSECLÉR® shall not be liable in the event that a Member's password is disclosed, whether intentionally or not, so as to allow a third person access to the Member’s account to make transactions. Multiple memberships are not permitted. Each Member must maintain only one account. If we discover any member holding multiple accounts, we may terminate all such related accounts at once thus forfeiting any of this member’s benefits therein.

It is the member's responsibility to provide us with the latest and correct correspondence/mailing address.

6.3.3 Account Audit

ROSECLÉR® reserves the right to audit a Member's account without prior notice to ensure compliance with these terms and conditions; any Partner’s terms and conditions; and any other applicable rules, regulations or terms and conditions. During the course of an audit, the Member’s account will be temporarily suspended, and the Member will not be permitted to access his/her account nor perform any transactions.

6.3.4 Account Reactivation

Subject to ROSECLÉR®’s continuation to provide such rewards programmes, your membership with us will last a lifetime.

However, the following may cause your account to be deactivated:

• Due to Dormancy: If you have not logged into your account for a year, your account will be frozen. When an account is frozen, all information, records and Rewards Points remain on our system for one year. You may send an email request together with the supporting verifications to us to reactivate the account. If an account is frozen for a year, this account will be permanently closed, with all the benefits therein forfeited. This account then can no longer be reactivated.
• Due to Suspension: If you have performed actions deemed unfit, your account may be suspended. You may not sign-in and make purchases with a suspended account. During the suspension, all information, records and Rewards Points remain on our less any penalties we assess. The account will become automatically reactivate after the suspension period is over. If you are suspended more than 2 times in a year, your account may be terminated.
• Due to Termination: If you have performed actions deemed unfit, your account may be terminated. A terminated account is permanently closed with all the benefits therein forfeited. This account cannot be reactivated. You may reapply for a new membership account after 1 year of account closure due to termination.

Please email us at customerservice@rosecler.com if you have problems in your membership account.