FAQ
Frequently Asked Questions
Shipping & Delivery
Q: What shipping options are available?
For Domestic (US) orders, we ship using USPS Ground Advantage (estimated 2–8 business days).
International orders are shipped via USPS First Class International Package (estimated 2–4 weeks).
Q: How quickly will my order ship?
Orders for in-stock items typically ship out within 1–3 business days of purchase. If your order contains pre-order items, it will ship once all items are available.
Q: How long will it take for my order to arrive after it ships?
- Domestic (US): Most shipments are delivered within 2–5 business days.
- International: Typically arrives within 2–4 weeks.
During peak seasons, please allow extra time for mail carrier transit: 1–2 additional weeks for US orders and 5–8 weeks total for International orders before contacting us regarding a delay.
Q: I need to update my shipping address.
We can accept address changes emailed to roselierstudio@gmail.com only if your order has not yet shipped. If you have received a tracking email, the address cannot be changed. If a package is returned to us due to an incorrect or insufficient address, a reshipment fee will apply to mail it again. Please double-check your address at checkout!
Q: My country isn't listed for shipping. Do you ship to my location?
At this time, we do not ship to your country if your address isn't listed. However, we hope to add more locations in the future!
Lost, Missing, or Damaged Packages
Q: My package hasn't arrived. What should I do?
First, please contact your local post office with your tracking number, as they often have the most up-to-date information.
For packages still marked "In Transit" (not delivered):
- Please wait 3 weeks from the last tracking update before considering the package lost. This waiting period is necessary as packages occasionally get held up and then appear.
- If the package has not arrived after 3 weeks of the last update, please email roselierstudio@gmail.com, and we will check on the status for you.
For packages marked "Delivered" but not received:
- Please follow the instructions on the official USPS website to file a search request: https://www.usps.com/help/missing-mail.htm.
- We will determine the next course of action based on the conclusion of the USPS investigation.
For packages returned to us (due to an incorrect address):
- We can resend the package, but the cost of the new shipping fee must be covered by the customer.
Q: I have a problem with the items I received (missing, damaged, etc.).
If you notice an error with your order (such as a missing or damaged item), please contact roselierstudio@gmail.com with your issue within 48 hours of the package being marked delivered. We will do our best to resolve the issue promptly. Unfortunately, we are unable to assist after the 48-hour window has passed.
Orders & Policies
Q: I placed two separate orders. Can I combine them to save on shipping?
No, we do not combine orders at this time. This policy ensures that all orders are processed and shipped correctly based on their original weight and contents, which significantly reduces the risk of mix-ups or delays. Your orders will ship in the manner in which they were originally placed.
Q: If I order in-stock items with early access/pre-order items, when will my order ship?
Your order will ship only when all items are available. This means you must wait for the early access/pre-order items to arrive. If you would like the in-stock items sooner, you can email us to request they be shipped separately, and you will be charged a second shipping fee.
Q: What are your refund and exchange policies?
Due to the handmade and made-to-order nature of our products, we have a no refund or exchange policy on all sales. All sales are final.
Q: What are your pin grading guidelines?
Please refer to our full Shop Policies page for a detailed explanation of our pin grading guidelines (A, B, and C grades) before purchasing: https://www.roselierstudio.com/pages/enamel-pin-shop-policies
Q: If a Limited Edition pin is out of stock, will it be restocked?
Limited Edition pins will never be restocked once they are officially sold out. If there is enough interest, however, we may consider making variants of the original design in the future. If a pin is not labeled "Limited Edition," it may be restocked at a later date.