FREQUENTLY ASKED QUESTIONS

ANSWERS
HAVING PROBLEMS WITH A PRODUCT OR SERVICE YOU HAVE RECENTLY PURCHASED?
Read our partner stores FAQ's page - which can be found on their website. In most cases, you will find answers to your questions. Alternatively, contact their customer service or Rosewood customer service team for further help.

WHAT ARE COOKIES? SHOULD I BE WORRIED ABOUT THEM?
Cookies are known as small amount of information given to a web browser by a web server to identify the user of a computer. When the user browses the same website in the future, the information stored in the cookie can be restored by the website to remind the user their previous activity or recommend other web pages that they might be interested in.

There are two different types of cookies namely; session cookie and persistent cookie. The session cookie is the one that the information is stored in a short-term memory of the computer and does not hold the information after the browser has been closed. The information gathered here only identifies the session and not personally identifies a use and on the other hand, a persistent cookie is the opposite because it stores the information in a long-term memory until it reaches its expiry date (Usually set for a particular amount of time) or deleted. However, there are some harmful and malicious cookies on the World Wide Web.

www.rosewoodstores.com does not use this type of cookie and always advice customers to protect their devices at all times. It uses a persistent cookie which has a varying amount of days depending on the partner store website that you are browsing. We make use of the "Persistent Cookie" because we want to be able to collect identifying information that will help us approve and calculate the points earned accurately. These expiry dates of this cookie are set by our partner stores to help us maintain accuracy of our potential customers. We advice all visitors to read and understand our partner stores "TOS" and PRIVACY POLICY” before placing an order.

For more information about finding and deleting cookies, visit www.aboutcookies.org and note that if you do delete any of our cookies or partner store cookies you not be able to explore some certain pages and features of our website and partner stores. Most of all you will also not be able to earn Cashback from our website. Contact service@rosewoodstores.com or advice.


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HOW DOES THIS WEBSITE WORK?

Here is How it works - Login or Create an account first on the website – www.rosewoodstores.com - so that you can search through all the latest sales & offers available at our partner store’s website, click through to our partner store’s website, and complete purchase as usual.

The way you shop online remains the same including the price of the product or service on the store’s website as if you would have visited them directly.

You will be able to use the usual offers you get from our partner stores and if you have received eVoucher, make sure you enter it at the checkout of our partner store online before you pay for instant discount to be applied.

You can check the rewards statement in your "My Account" and click on "Payment History"-

For all our customers abroad, we offer an international delivery service for customers outside the delivery network of our partner stores - helping everyone to experience the very best brands from the comfort of their own home. So now everyone can have a rewarding online shopping experience.

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WILL MY PERSONAL IMFORMATION BE SHARED WITH A THRID PARTY?
We respect and understand that you are concerned about privacy, so we've instituted policies intended to ensure that your personal information is handled safely and responsibly - For more information read our
(privacy policy).

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WHY DO I NEED TO CREATE AN ACCOUNT?
Creating an account with Rosewood Stores helps us keep track of all the transactions made at our partner stores website. More importantly, we will be able to keep track with your savings at all times.

WHAT DO I DO IF I HAVE FORGOTTEN MY PASSWORD?
If you have forgotten your password, simply navigate to the Forgotten your password page and enter your registered email address so that we can send you a temporary password to log in.

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HOW DO I MAKE A PURCHASE THOUGH ROSEWOOD?
Shopping through Rosewood is easy: If you know what you are looking for or know the store you want to shop at, simply click through using the browse by category links to be redirected to the partner website you want to shop at and complete your purchase at the retailer's website using our fulfilment house as your billing and shipping address - Your full name, C/O Rosewood Stores 81 Oxford Street. London. W1D 2EU .

You can also shop by browsing through The Story section or directly by Stores. Always review the items in your shopping bag by selecting the 'SHOPPING BAG' link at the top of the page of the partner’s store website. You can also add products to your Wish List or use the ' DELETE / REMOVE FROM BASKET' link to delete items from your shopping bag. Click on 'PROCEED TO PURCHASE' to complete your order.

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WHAT PAYMENT METHODS DO ROSEWOOD STORES ACCEPT?
We accept BACS, cash deposits and transfers, Maestro, MasterCard, Visa, and Japanese Credit Bureau - JCB, Bank direct debit, and PayPal. Find out more about fees and conditions

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HOW DO I EARN CASHBACK?
Simply make sure that you are logged into your Rosewood Stores account - rosewoodstores.com first so that you can search through all the latest products, stories, sales & offers, available at our partner stores A –Z click through via our links to our partner store’s website and shop as usual.

The way you shop online remains the same including the price of the product or service on the store’s website will also be the same as if you would have visited them directly.

You will be able to use the usual offers you get from our partner store and if you have also received an eVoucher from Rosewood Stores make sure you enter it at the store's checkout page for a full or part payment to be applied instantly.

Click on "Payment History" in your "My Account” to view all your transactions and Cashback savings.

You can either choose to receive rewards directly into your bank or Rosewood PAY account, Paypal, Donate to a charity or even request or reload an eVoucher to spend at your favourite store.

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HOW DO I EARN CASHBACK?
Your savings will be transferred to your bank or Rosewood PAY account, Paypal, an eVoucher to spend at your favourite store every 6 months - about 180 days but can be requested anytime when you have at least earned £20.00 by updating your transfer savings preferences. This will allow you to request how you would prefer to receive your savings and enter the relevant details.

To view your savings, go to "My Account" and click on “Payment History” Select dates required and "Generate Report"

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HOW DOES THE INTERNATION DELIVERY SERVICE WORK?
If you live outside the delivery network of our partner stores, we can help. With our International Delivery Service, we can deliver your goods to the comfort of your own home, anywhere in the world within 7 working days. Simply follow the below steps to place an order with international delivery
  1. Once you have selected your items, proceed to the payment area use our fulfilment house as your billing / shipping address to complete your order: Your full name - C / O Rosewood Stores, 81 Oxford Street LONDON W1D 2EU
  2. Once you have completed your order, log into your My Account, select the delivery service of your choice and make a payment.
    • Standard Service - where your purchased goods gets delivered within 4 -7 days
    • Express Service – where your purchased goods gets delivered within 2 -3 days
  3. Sit back while we deliver your goods to you safely and securely.

WHICH COUNTRIES DO ROSEWOOD STORES SHIP TO?
ROSEWOOD STORES ships Worldwide.

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DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?
You do not need to create an account to place an order or use the website. You can make a purchase at any retailer of your choice and use our fulfilment house as your billing and shipping address to complete your purchase or by visiting rosewoodstores.com to browse or search for the store that you want to make a purchase from, click through via our links and you will be taken to that store immediately. However, without having an account with us, you will not be able to EARN MONEY WHILE YOU SHOP.

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WHO IS SHIPPING MY ODER?
The store from which you placed an order from will be responsible for shipping your purchase goods to you except you are a member of Rosewood Stores and have used our international delivery service to place your order

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HOW WILL I KNOW ROSEWOOD HAS RECEIVED MY ORDER AND WHEN WILL PAYMENT HAS BEEN DEDUCTED?
Once we received your order, a confirmation email will be sent to letting you know that we have received your order. In most cases the retailer's will also send you an email confirmation to also inform you that they have delivered your purchased goods at Rosewood Stores fulfilment house. Each of our partner stores has their own set of regulations concerning payments. Please check the FAQ's of the store from which you placed an order for more information.

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CAN I TRACK MY ORDER
Please check with the store that you have placed your order from for more information on how to track your order. Your e- receipt and order confirmation emails may also contain useful information about your order on its way to you. You will also receive tracking information from when your purchased goods has left our fulfilment house if you have used our international delivery service.

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HOW DO I RETURN OR EXCHANGE AN ITEM?
Please check with the store that you have made a purchase from for information on their refund and exchange policy. If you have used our international delivery service contact customer service for assistance - service@rosewoodstores.com

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HOW CAN I GET MY BUSINESS ON ROSEWOOD STORES
Go to our contact us page at the bottom right of our website and fill in a contact form and include the following details in your email to us:
  • Your name and the name of your business;
  • Your email address;
  • Your telephone;
  • The details of your business, the services it offers;
  • Your website URL
  • If your business meets ROSEWOOD STORES standards, we will get in touch with you as soon as we can with more information on the feature process.
Customer Service: service@rosewoodstores.com

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HOW DO I BUY AN EVOUCHER?
Before requesting or reloading an eVoucher, please check your account and ensure that you have enough savings on your account balance to cover the value of your request. The values of the eVouchers are in fixed dominations. If you notice that you have not got enough money on your savings account you can make a payment with your debit, credit or prepaid card, bank deposits or transfer or Paypal. An additional service charge will be needed to complete request. Find out more about Fees and conditions

An eVoucher with appropriate value will be sent to your registered email address once payment has been cleared


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WHAT IF MY FAVOURITE STORE IS NOT ON YOUR WEBSITE?
We want to ensure that our customers have access to as many top brands as possible. If you can’t find a store on our website, choose the very closest one and please fill in a contact form and specify which brands you would like to see featured on our website.


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CAN I BUY MULTIPLE GIFT CARDS?
Yes you can buy multiple eVouchers provided that you have got enough money on your Rosewood Stores savings account. An additional service charge will be needed to complete request. Find out more about Fees and conditions


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ONCE I HAVE PLACED MY ORDER CAN I AMEND ANY DETAILS?
Please check partner store website of the store from which you made the order for the policy on order cancellations and amendments.


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HOW WILL I KNOW IF MY EVOUCHER HAS BEEN SENT?
An email containing your eVoucher information’s will be sent to you within 48 hours of request provided we have received payment.


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CAN I RETURN AN EVOUCHER?
You cannot exchange an eVoucher that you have received through Rosewood Stores for a cash value


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WHAT SHOULD I DO IF I AM UNABLE TO USE MY EVOUCHER?
If you are unable to use your eVoucher please contact the store from which the eVoucher was issued. You may also contact Rosewood Stores customer service if this does not yield any resolution. Customer service: service@rosewoodstores.com

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DO EVOUCHER EXPIRE?
All eVouchers are valid for 12 months from the date of purchase.

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WHAT DENOMINATIONS CAN ONE BUY THEM?
You can buy them at a minimum of £20 to maximum of £2000

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CAN I UPGRADE MY MEMEBERSHIP?
We also offer Rosewood Pay, an exclusive membership. Ideal if you don’t want a credit card, have security fears or account restrictions prevent you completing purchases online -Rosewood PAY can help you.


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HOW MUCH DOES PREMIUM MEMBERSHIP COST?
Our premium membership cost £50.00 GBP per annum


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WHAT ARE THE BENEFITS?

  • Receive £20 GBP credit to spend instantly when you apply - for a limited time only
  • Get a free Rosewood PAY Virtual Prepaid VISA Card account
  • Accepted at over 26 million stores online
  • It's prepaid so you only spend what you have on your card, no overdrafts fees
  • Online payments simplified – no hassle with inflexible eVouchers
  • No transaction cost or monthly cost
  • Available in GBP, EURO and USD currencies
  • Receive free International standard delivery on 3 orders you make when you shop with us
  • A dedicated customer service helpline, SMS commands and IVR to check account balance and recent transactions anytime and more


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WHAT IF YOU NEED MORE HELP AND MY QUESTIONS HAVE NOT BEEN ANSWERED ON THIS FAQs
If you are having difficulty finding the answer to your questions you can always get some friendly advice from our customer services representatives

Telephone: +44 207 183 3675
Email: support@rosewoodstores.com


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