Frequently Asked Questions
A few things to know before ordering from ROZEST.
What is ROZEST?
ROZEST is an online retailer operated by Zhang Ze, an individual based in Inner Mongolia, China. We select products from wholesale suppliers and explore combinations of different styles for your wardrobe and home.
Is every item handmade or from an independent designer?
No. Our current selection comes from suppliers, and we do not describe the whole collection as handmade, exclusive, or independently designed. Building relationships with designers and brands is a future goal, not a claim of existing partnerships. Contact us about a specific product if you need more information.
Where does my order ship from?
Orders are shipped directly from our suppliers in China. We use SF Express and international express parcel services, depending on the shipment and destination, and provide tracking details after dispatch.
Do you ship to remote areas?
No. We do not ship any products, including furniture, to remote or unserviceable areas. Coverage depends on the carrier and delivery address. If you are unsure whether your address is served, contact us before ordering.
Is shipping free?
Through December 20, 2026, our launch offer provides free standard shipping on eligible non-furniture orders to U.S. destinations we serve, with no minimum purchase. Furniture shipping is charged according to shipment weight. Remote or unserviceable areas are excluded from delivery for all products. Please contact us before placing a furniture order to confirm its delivery and shipping cost.
When will my order ship and arrive?
Orders are normally dispatched within 3 business days after payment is authorized, subject to carrier collection schedules. Transit to U.S. destinations we serve is estimated at approximately 10 business days after dispatch. This is not a guaranteed arrival date and does not include processing time. Customs, weather, demand, and carrier delays can affect delivery.
Will I pay import duties?
ROZEST covers applicable import duties and import taxes for the shipment. Customers are not required to pay these import charges at checkout or upon delivery.
Can I change or cancel my order?
Contact us as soon as possible with your order number. We will try to help before dispatch, but cannot guarantee changes or cancellations once fulfillment has started. After dispatch, our Refund and Returns Policy applies.
Do you accept returns?
For new orders under our current policy, we accept requests for damaged, defective, or incorrect items within 30 days of delivery, including custom-made items. We do not accept change-of-mind returns. ROZEST bears return shipping costs for approved issue-related returns and does not charge restocking or refund-processing fees. Contact us before returning anything. Earlier orders retain any more favorable terms stated when they were placed. Applicable statutory rights remain unaffected.
Where do I send a return?
Contact us first. We will coordinate return instructions and confirm the receiving address for an approved return. Do not use our office address or the address on the parcel without our instructions.
When will an approved refund be processed?
We process approved refunds within 1–7 business days after receiving the approved return and checking the reported issue. Refunds go to the original payment method; your bank or payment provider may need additional time to show the funds.
How do I contact you?
Email: zhze670079074@gmail.com
WhatsApp: +86 131 4178 4493
We aim to reply to customer-service enquiries within 1–7 days.