Our customer service team can be reached by email. You can contact us at info@rosenauzurich.com You can also find our contact details on the “Contact” page on our website.

We’re sorry to hear this has happened. Have you checked your Track & Trace information? In some cases, parcels may be temporarily held by customs. If this applies, we kindly ask that you allow an additional 3 business days for delivery.

We apologize for the inconvenience — in the vast majority of cases, the package is still delivered successfully.

If 10 business days plus the additional 3 days have passed and your order still hasn’t arrived, please don’t hesitate to contact us. Our team will be happy to assist you and work toward a suitable solution.

We understand that plans can change. If you need to cancel or modify your order, please contact us as soon as possible.

While we’ll always do our best to accommodate your request, please note that once an order has been processed, changes may no longer be possible.

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please contact us within 30 days of receiving your order to arrange a refund or exchange

We accept the following payment methods: Visa, Mastercard, American Express (Amex), and Maestro, TWINN as well as Shop Pay and Apple Pay.

Our average delivery time is 6-14 business days.

At Rosenau Zürich, we’re mindful of our impact on the environment and committed to making responsible choices. To reduce unnecessary shipments and waste, we ship orders together once our minimum order quantity is reached.

We truly appreciate your patience and your support in helping us take a more thoughtful, sustainable approach. Together, even small choices can make a meaningful difference.

Once your order has been shipped, you’ll receive a tracking number by email so you can follow your package through our tracking page.

Please be sure to check your spam or junk folder as well, as our emails may occasionally be filtered there. Keep in mind that it can take a few business days for the tracking information to become active and update.

Some orders may be shipped in separate packages due to weight limitations or sourcing requirements. To ensure the best quality, items in your order may be fulfilled by different suppliers.

If you’ve ordered multiple products, they may not all arrive at the same time. No worries — everything is on its way. Any remaining items typically arrive within 1–3 business days of each other.

In rare cases, an order may arrive damaged due to shipping. While this is unfortunately out of our control, we’re here to help make it right.

If your item arrives damaged, please contact our customer service team as soon as possible and include clear photos of the damage in your message. This allows us to review the issue quickly and find the best solution for you.

Please don’t return the item before sending photos, as we may not be able to assist properly without them. Our team will review your request promptly and work with you to resolve the situation as smoothly as possible.