Rosanelly Reviews 7

When I wore it for the first time I immediately noticed a hole in the fabric. For a set of 144 euros, I expect better quality. I immediately sent customer service an email with an explanation and photos. After a week, even after sending a reminder, no answer.

Very happy with my purchase—the fabric is high quality and the design is beautiful. One item had a small flaw, but customer service quickly sent a replacement. Overall, a great experience!

I’ve just received my order (4 days to The Netherlands) and am really happy with the product. I’ve had some questions via email and got reply’s from customer service within 24 hours which was great!

I'm was surprised I got such top quality items for the money. I made a mistake placing my order choosing a wrong item. They were able to change it for the right one straight away. Everything went smoothly. Super happy!

Great quality, nice contact

Terrible Customer Service & Misleading Return Policy

I had a very disappointing experience with Rosanelly. Their return policy is misleading, and they make it unnecessarily difficult to return items—even when you are still within the legally required 14-day withdrawal period.

First of all, you have to ask for permission before returning anything, which is not clearly stated on their website. When I requested a return within the 14-day window, they ignored my request until it was too late. Their excuse? They apparently "finish work at 3 pm," which is not stated anywhere on their website:

"Sorry we didn’t manage to accept your request yesterday. We finish work at 3pm. I can see that your email came through at 3.22pm."

On top of that, they questioned why I waited nearly two weeks, despite the fact that I was still within the return period. This was completely unnecessary and irrelevant:

"Out of curiosity. You said you didn’t like anything. Why did you wait 2 weeks to request a return?"

Even if I had requested the return earlier, they admitted that they wouldn’t have accepted most items anyway, citing hygiene reasons. However, according to EU consumer law (Directive 2011/83/EU, Article 16(e)), panties can only be excluded from return if the hygiene seal has been broken. If the seal is intact—or if no seal exists—the item should be eligible for return. Their blanket refusal is potentially unlawful.

"If you had requested your return right away we still wouldn’t have accepted most of the items for hygiene reasons."

The only items they agreed to take back were the SARA Strap Skirt and VERA Soft Bra—despite their misleading policy that suggests customers can return items within 14 days.

Overall, terrible customer service, unclear policies, and an unhelpful attitude. I would not recommend shopping here unless you are willing to risk wasting your money. Avoid this company!