Orders & Payment

Can I modify my order after it has been placed?

If you would like to change your order afterwards, we ask you to cancel the order (only available for a limited time after the order has been placed and before it’s being shipped) and place a new order with the desired products.

What are the payment options?

Under our section “Payment methods” you have all payment options listed. We have recently added the option to pay by redeeming a gift card.

How can I redeem a voucher?

You can redeem the voucher by clicking on “Shopping cart”. This will take you to the product overview. Under the shopping cart sum you will find an input field for coupon codes. Enter the code here. Then click on “Use voucher” and the sum of your shopping cart will be automatically updated. It is not possible to combine several coupon codes. After submitting an order, a code can no longer be changed or updated. A voucher can only be redeemed once. Products on sale are excluded.

How do I use the gift card in the online shop?

Add at least one item to your shopping cart and click “proceed to checkout”. Enter your delivery address and then click on “Enter coupon code”/”Gift card” when selecting the payment method under “Order & Payment”.

The following information is required:

  • Card number (on the back of the card)
  • Additional payment method (if the order value exceeds the balance of your gift card)

Click on “Buy now” to complete your order.

The remaining balance on your gift card will be noted on the invoice.

Gift cards are not exchangeable. No cash disbursement possible. Not valid for the purchase of additional gift cards.

Delivery

How can I track the status of my order?

After the confirmation of shipment you will receive your shipment number and a link to track the delivery status. If you have not received a tracking link, please contact us at support@rosental.de with the subject “I don’t have a tracking number”.

Where does Rosental Organics deliver to?

Rosental Organics currently delivers worldwide.

What are the shipping costs?

Within Germany the shipping costs are 3,90 Euro. Please note that international shipping costs vary depending on the country. For delivery to non-EU countries additional duties, taxes and fees may apply. Free shipping on orders with a purchase value over 50€.

How long does it take for my order to arrive?

That depends on what kind of products you order and where you order them. Unless otherwise stated, all our products are in stock.

Delivery within Germany takes about 3-5 working days. International deliveries take approx. 6-10 working days.

Please note that for orders placed on national holidays in Germany or the day before, shipping may be delayed. Goods are only shipped on working days Monday-Friday.

In the shipment tracking it says that my parcel was delivered, but I did not receive it. What can I do?

You probably weren’t home to receive your parcel on the delivery date. In this case, please check if a delivery information was left in your mailbox. Your parcel could also be at a neighbour’s, janitor’s, post office or a Packstation. If you cannot find your parcel, please contact our customer service at support@rosental.de

What happens if my order is returned to Rosental Organics?

If the transport company returns the shipped goods to Rosental because the delivery to the customer was not possible, the customer bears the costs for the unsuccessful shipment. This can happen, for example, if the customer refuses to accept the goods, does not pick up the shipment at the post office, gives an incorrect address or name on the bell (the name of the recipient must be identical with the name on the letter box). If you want us to deliver the shipment again, you will also have to pay the new shipping costs.

About the facial roller

How do I clean the face roller?

We recommend cleaning the facial roller with clear tap water. This is completely sufficient and optimal for the face roller. Then dry it carefully with a soft cloth or leave it to dry in a safe place in your bathroom.

The stone isn't turning right, what can I do?

If the stone does not turn or makes small noises, it is best to drip a few drops of argan oil (or another high-quality oil) onto the affected areas of the holder. Afterwards the stone should roll smoothly again.

Please do not disassemble the face roller.

Where do the healing stones come from?

The jade healing stones for our jade face rollers and the rock crystal for our Crystal Clear come from the high mountains of China. For the Rose Queen face roller we use a rose quartz from Brazil.

About the konjac sponge

Do I have to rinse my face with water after using the sponge?

It is not necessary to rinse the face with clear water after use. The sponge cleans your skin without leaving any residue.

Can I also use the konjac sponge in the eye area?

The konjac sponge is ideal for the cheek, chin and nose area. You can also use it in the eye area. You can find more information about its use in the product description.

When should I exchange the sponge?

We recommend replacing the konjac sponge after approx. 4 weeks.

Returns & Exchanges

I would like to return an article. How do I exercise my right of withdrawal?

In general, it is no problem if you want to cancel the purchase of a product and send the goods back to us. Please note the terms and conditions in the cancellation policy. 

I would like to exchange my article. How does it work?

Unfortunately, it is not possible for you to exchange an article in the classic way and receive a different product for it. However, you are welcome to return the product you wish to exchange and simply place a new order for the item you wish instead. Please note that the exchange goods must fulfill the conditions of the revocation instruction.

I received a wrong item or one item is missing. What can I do?

If something like this should happen in rare cases, please contact our customer service: support@rosental.de and we will immediately take care of a solution.

My article arrived damaged. Now what?

Unfortunately, it can happen that goods get damaged during transport. Please contact our customer service and send us a photo of the damaged goods. This is important for us to understand the damage and offer you a solution as quickly as possible.

How and when do I get a refund?

We’ll be quick. We promise! As a rule, the corresponding refund will be made within 14 days after we have received your return.