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F.A.Q. (Frequent Answers and Questions)
Please read our F&Q before filling the form.
When will I get my dress?
Our website allows to purchase dresses which may be or not in stock.
To know if the dress you want is in stock, you can contact us via e-mail at info@rocioosorno.com or WhatsApp at +34622795759 (from 9:00 am to 14:00 pm, Modays to Fridays).
- Dresses in stock: Shipping of dresses in stock normally takes place within 1 to 5 business days after their payment. This date of delivery is subject to change.
- Dresses not in stock: In this case the design will need to be tailored, therefore, the estimated delivery date will be from 15 to 21 business days after placing the order.
If you want to know the estimated date of arrival or you have a deadline date for the reception of the order, please contact us via email at info@rocioosorno.com or via WhatsApp at +34622795759 (from 9:00 am to 14:00 pm, Mondays to Fridays).
If possible, please indicate the date in which you would like to receive your design in the order notes.
Which kind of exchanges or returns do you do?
You have a period of 15 calendar days from receipt of the order to make any exchange or return, as long as the garment has not been used, is in perfect condition and includes its label.
You can also ask us to create a voucher / coupon without expiration for the value of the products purchased. It is the only return of the product that you can make in our brand.
For any type of exchange or return, you must notify us, within 15 calendar days from the receipt of your order, about your intention to exchange / return it, by writing an email to pedidos@rocioosorno.com. The subject of the email must be “PRODUCT RETURN” followed by the number of your order (you will find it on the invoice received).
If you have any questions, you can contact us via WhatsApp at +34622795759 Mondays to Fridays from 09:00 am to 14:00 pm.
How can I make an exchange or a return?
Once the email about your intention to make an exchange or return has been sent, within 15 calendar days from the receipt of your order, you must pack the product in its original packaging and properly wrapped so that it does not suffer damage during shipment.
The package must be sent together with the correctly completed exchange / return form, in which you must indicate your data, the order number and the reason for the exchange / return, to the following address:
Rocío Osorno
C/ Jose de Ribera 7
41960 Gines (Seville)
+34622795759
You will have to pay the shipping costs of the exchange / return. You can choose the company you want to make the shipment. Make sure that the company gives you the tracking number of the shipment so that you can be aware and guarantee the arrival of the package at our offices.
Remember that to make an exchange / return, the garment must be in perfect condition, so it must not have been used and must go with its original label.
Once we receive the package, we will notify you via email of its arrival:
- In case you have requested the return of the product for a voucher / coupon without expiration, we will send it to you in the same email.
- In case you have requested a change of size, we will notify you in the email that we will start to make the new size. Our tailoring times are 15-21 business days. If we have the garment in stock, we can send it that same day.
- In case you have requested an exchange for another model, we will send you a coupon / voucher without expiration, so you can purchase the new model through our web site. Our tailoring times are 15-21 business days.
Are all the dresses made in Spain?
Yes, all our dresses are completely handmade in Seville, using the best fabrics and materials.
Will I receive an invoice for my order?
Of course. When placing and paying your order, you will automatically receive the invoice in your email.
What happens after placing an order?
You will receive an email confirming your purchase, along with your invoice. We will get to work to make your dress and, after a few days, you will receive a confirmation of the completed order, coinciding with the shipment of your order.
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