Frequently Asked Questions
Where is my order right now?
You can always see the latest update in your tracking link from the shipping email. If you cannot find that email, please check the question below.
I cannot find my tracking email. What should I do?
As soon as your order leaves our warehouse, we send a shipping email with your tracking link. Please check your spam or promotions folder too. If you still cannot find it, email info@rosayaa with your order number and the email you used at checkout.
My tracking link is not working. What can I do?
Sometimes the carrier needs a little time to activate tracking after dispatch. Please try again a bit later. If it still does not work, email info@rosayaa.com with your order number and we will help you.
My tracking has not updated yet. Is that normal?
Yes, this can happen. Tracking updates may take a little while after dispatch, especially during busy periods. If it stays the same for a longer time, please email info@rosayaa and we will look into it for you.
My tracking says pre-shipment or label created. What does that mean?
This means your parcel is being prepared and will be picked up by the carrier soon. Tracking will update once the carrier scans it.
The tracking shows a different city or route. Should I worry?
Not usually. Carrier scans can look a bit unusual while parcels are being sorted. If the status stays unchanged for a longer time, email info@rosayaa.com and we will gladly check it with you.
My delivery is taking longer than expected. What should I do?
Please check the latest tracking update first. If there has been no movement for a longer time, email info@rosayaa.com with your order number and we will help you right away.
My tracking says delivered, but I did not receive my parcel. What now?
Please check with household members or neighbors and take a quick look around your delivery spot. If you still cannot find it, email info@rosayaa with your order number so we can assist you.
Can I change my delivery address after ordering?
In most cases, address changes are only possible shortly after ordering. Please email info@rosayaa with your order number and the correct address and we will check what is still possible.
I entered the wrong email address at checkout. Can you update it?
Yes, we can help. Email info@rosayaa with your order number and the correct email address, and we will update your details so you do not miss any order updates.
My parcel is being returned to sender. What happens next?
No worries — we will sort it out with you. Once the parcel arrives back to us, we will contact you and help arrange the best next step. If you want to check sooner, email info@rosayaa.com with your order number.
When will my order arrive?
Delivery times start after dispatch. For the most accurate delivery information, please see our Shipping Policy.