FREQUENTLY ASKED QUESTIONS

What products do you offer?

At Rozays, we specialize in eco-friendly solutions for your home. Our product range includes our highly effective bamboo charcoal odor remover, which naturally neutralizes unwanted odors and absorbs excess moisture without harmful chemicals. Sustainability and health are our top priorities, making our products perfect for anyone seeking cleaner air and a greener lifestyle.

Where do you ship from?

We ship from Amsterdam.

How do I use the bamboo charcoal odor remover?

Using our bamboo charcoal odor remover is easy! Simply place the bag in areas where odors are present, such as closets, bathrooms, or cars. The charcoal naturally absorbs moisture and odors. For best results, we recommend placing the bag in direct sunlight for a few hours each month to reactivate its effectiveness.

What is your return policy?

We have a 14-day return policy. If you are not satisfied with your purchase, you can request a return within 14 days of receiving your item. Please ensure the item is in its original condition, unworn or unused, with tags attached, and in its original packaging. You can contact us at rozays2026@outlook.com to initiate the return process.

How long does it take to get my refund?

Once we have received and inspected your return, we will notify you if your refund has been approved. If approved, the amount will be credited back to your original payment method within 10 business days. Please note that it may take longer for your bank or credit card company to process and post the refund.

When will my order be processed?

All orders are processed and shipped from our warehouse. Please allow for longer processing times during holidays and sale periods. We process orders from Monday to Friday. Orders are processed within 1-3 business days from the order date and shipped the day after processing. Please note that we do not ship on weekends.

Can I modify or cancel my order?

As we aim to process your order as quickly as possible, any modification/cancellation requests must be made within 12 hours of placing your order. Requests made after this time will be rejected. You can return your order for a refund after receiving it.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.

Do you ship internationally?

Yes, we ship internationally! We want to make our eco-friendly products accessible to everyone. During checkout, you can select your shipping destination to view available options and rates.

What should I do if my item arrives damaged?

Please contact us at rozays2026@outlook.com

Please contact us if you have received an incorrect, missing, and/or defective item. Please include your order number, photographs of the item(s), and all relevant information you received upon receipt of your package. We will do our best to resolve your issue as quickly as possible.

Can I exchange an item?

While we do not offer direct exchanges, the fastest way to get the item you want is to return the item you have and make a separate purchase for the new item once your return is accepted.

Do I have to pay import duties and taxes?

The prices on our website are exclusive of VAT and in euros. This means that you may be required to pay import duties and taxes when you receive your order. Import duties, taxes, and related customs fees may be charged once your order arrives at its final destination. These are determined by your local customs office. The payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For more details on charges, please contact your local customs office.

How can I contact customer service?

If you have any questions or need assistance, please email us at rozays2026@outlook.com. We are happy to help you!