FAQ

 

What types of products do you offer?

At Rozays, we specialize in eco-friendly home solutions. Our product range includes the highly effective bamboo charcoal odor eliminator, which naturally neutralizes unwanted smells and absorbs excess moisture without harmful chemicals. We prioritize sustainability and health, making our products perfect for those seeking cleaner air and a greener lifestyle.

Where do you ship from?

We ship from Amsterdam.

How do I use the bamboo charcoal odor eliminator?

Using our bamboo charcoal odor eliminator is simple! Just place the bag in areas where odors are present, such as closets, bathrooms, or cars. The charcoal will absorb moisture and odors naturally. For best results, we recommend placing the bag in direct sunlight for a few hours every month to rejuvenate its effectiveness.

What is your return policy?

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

How long does it take to receive my refund?

Once we receive and inspect your return, we will notify you about the approval of your refund. If approved, you’ll be refunded to your original payment method within 10 business days. Please keep in mind that it may take additional time for your bank or credit card company to process and post the refund.

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

Can I change or cancel my order?

As we aim to process our order as fast as possible, you must request any changes/cancellations with in 12 hours of ordering. All request after this time will be denied. Your order can be returned for a refund after it is received.

What payment method do you accept?

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

Do you ship internationally?

Yes, we do offer international shipping! We want to make our eco-friendly products accessible to everyone. During checkout, you can select your shipping destination to see 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 merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

Can I exchange an item?

While we don’t 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.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in Euros, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How can I contact customer service?

If you have any questions or need assistance, feel free to reach out to us via email at rozays2026@outlook.com. We’re here to help!