FAQs

Frequently asked questions

How long can it take to receive my order?

Please allow 5-10 business days for your order to be processed for shipping. We make every effort to fulfill orders as quickly as possible. Each product is made on demand. The delivery time then depends on where you live. Rose en Fil is based in QC / Canada. If you live in Quebec, you should receive your order in 1 to 5 business days (take processing time into account). It may take up to 2 weeks for the rest of Canada and the United States. The delivery time for the rest of the world varies depending on the country (from 1 week to 5 weeks on average).

Orders can of course take less time than the indicated deadline or more time during special periods (end of year holidays, tornadoes, floods, etc.)

I live in Europe, can I order on the site?

Yes you can order on the site. However, we would like to remind you that taxes and customs fees remain your responsibility. We do not have the right to upload them to the site directly. They will therefore have to be paid to the carrier upon receipt of your order.

How to make returns or exchanges?

Our products are made to order when you order. It is therefore not possible to make an exchange or refund. Each product is created especially for you.

No refunds - No exchanges

Do you ship internationally?

Absolutely. Simply add the items you want to your cart and before you checkout it will give you a shipping estimate. Please note that customs duties and additional charges may apply and these are not covered by postage costs, but are the responsibility of the recipient. For details, contact the local customs office of the package destination.

PLEASE NOTE: If you are located in Europe, the VAT is ABSOLUTELY charged in 100% of cases upon receipt of your item. Don't bet on luck thinking be able to avoid this fee. In addition, we indicate the real value of your order, please do not contact us to ask to enter a lower value (this is illegal).

How do I care for my new embroidered or printed clothes?

To ensure the quality of your embroidered and printed products, wash them in cold water with a mild detergent (no bleach) and be sure to turn your clothes inside out (put the inside out). Avoid exposure to heat when drying and air dry only please. Always iron inside out and avoid using a steam iron.

I made a mistake in my postal address and my order was delivered to this address. What to do ?

Unfortunately it is your responsibility to enter the correct address when checking out. The address used to send your order is the one you indicate and it is your responsibility to enter the correct one. If your package has not been returned to us and is delivered to another address, no replacement package will be sent.

I just ordered and made a mistake in my address. What to do ?

If your order has not yet been sent, contact us as soon as possible by email or on IG with your order number, your identity (first name), the address of the order and the correct address.

In the photos of the store I see objects. Do I also receive decorative items with my order?

No. Objects used as photo backdrops (stars, wands, books, pins, pencils, cups, candle, flowers, etc.) are not included in your purchase. They are only used to make photos prettier and encourage other businesses. You can contact me if you want to know which store sells which item. You can also look on my IG page (artists/shops are tagged)

Is the invoice paper or electronic?

Invoices are sent electronically to limit paper waste. However, it is entirely possible to obtain a paper version on simple request. Add a note to your order indicating your desire for a paper invoice.

I saw that some of your products glow in the dark. How is it possible?

Glow in the dark items are made with a special yarn. Exposure to a prolonged light source allows you to obtain a glow in the dark effect over a short period of time.

The flashlight used to show the effects in seconds is a 10W / 900LM. If you carry out the same test with a "classic" flashlight or house lamp, you will need at least 45 minutes of exposure to achieve a similar result. The glow in the dark effect only lasts a few seconds / a few minutes and depends on:
- the power of the light used (W and LM)
- the duration of the exhibition
- darkness of the room after exposure

I have seen imperfect products. What is this ?

Imperfect products are, as the name suggests, products that have imperfections (thread, holes, etc.). Imperfection may vary. In addition, no protection is added inside on imperfect products.

What is the printed products category? Who prints these products?

The printed products are 3D prints made by us. 
We do not subcontract our production.
 3D prints allow you to acquire beautiful decorative magical objects for you or as a gift.

 

What is the delivery time for 3D products? Can we customize colors?

The vast majority of our products are printed to order (unless special mention or imperfect products). 
Our store's standard lead time applies (2-10 business days) and depends on our order volume.

Regarding personalization, just like the rest of our product, 
it is essential to contact us before purchasing. We will see together the options 
(available colors) and the completion time. A specific announcement will be created.
 We do not accept requests for modifications made after the sale since this does 
not allow us to manage our stock and offer good service (color out of stock,
 miscommunication of color change, etc.)

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