Shipping Policy

We know the hardest part of ordering something new is waiting for it to arrive. Here is exactly what happens between clicking “Pay now” and opening your HOPE ROZA parcel.

Order Processing and Dispatch

HOPE ROZA Business Days are Monday to Saturday, excluding Singapore public holidays.

Orders are normally prepared and dispatched on the next Business Day after payment confirmation. Courier collections are unavailable on Sundays. Orders placed on Saturday will therefore be dispatched on Monday, or the next Business Day if Monday is a Singapore public holiday.

Delivery estimates begin from the date of dispatch, not the date the order is placed. Parcels are fast, but they have not mastered teleportation yet.

Once your order has been dispatched, you will receive an email containing your tracking details. Please allow up to 24 hours for tracking information to appear in the carrier’s system.

Processing may require an additional 1 to 2 Business Days during launches, sales, promotional campaigns and other high-volume periods. We will contact you if we expect a material delay.

Current Delivery Charges and Thresholds

Current delivery charges, complimentary-delivery thresholds and available express services are displayed in your local checkout currency.

These may change as courier rates, customs requirements and delivery programmes are updated. If we negotiate a better courier rate, we intend to pass the saving on rather than quietly pocketing it.

Complimentary-delivery thresholds are calculated using the net merchandise subtotal:

• After discounts and promotional codes
• Before delivery charges
• Before import duties, taxes and customs charges

The product page and cart may show how much more must be added to the order to qualify for complimentary delivery. Whether you add something is entirely your decision. We merely provide the arithmetic.

Singapore Delivery

Complimentary 2Day Delivery

• Complimentary 2Day Delivery is available for eligible Singapore addresses.
• Orders are dispatched on the next Business Day after payment confirmation. Delivery takes up to 2 Business Days from dispatch.
• Orders placed on Saturday are dispatched on Monday, or the next Business Day if Monday is a Singapore public holiday.

Next Business Day Delivery

• Orders placed before 11:00 AM SGT on an eligible Business Day are dispatched the same day for delivery on the next Business Day.
• Orders placed after 11:00 AM SGT are processed on the next Business Day and delivered on the following Business Day.
• Availability and the current charge are confirmed at checkout. This service may be restricted by delivery address, courier capacity, public holidays and promotional periods.

Same-Day Express

Same-Day Express is available for eligible Singapore addresses on orders placed before 11:00 AM SGT on a Business Day.

• Availability and the current charge are confirmed at checkout.
• Need your order urgently or facing a wardrobe emergency? Call or WhatsApp Customer Service at +65 8660 8350. We understand that some invitations appear without adequate warning. We will do our best to arrange an immediate delivery where courier availability allows.

Malaysia Delivery

The following services may be available for eligible Malaysian addresses:

• Complimentary International Tracked Delivery on qualifying orderInternational
• Courier (Partially Covered by HOPE ROZA)
• International Express Courier

Tracked delivery normally takes 3 to 7 Business Days from dispatch.

International Express Courier normally takes 2 to 3 Business Days from dispatch.

The current complimentary-delivery threshold, delivery charges and available services are displayed in local currency at checkout.

Import duties, taxes, customs charges and brokerage fees are not included unless expressly shown as collected at checkout. Where they are not collected at checkout, they are the recipient’s responsibility. We agree that customs charges are considerably less exciting than shoes and handbags, but customs authorities remain unmoved by this argument.

Philippines Delivery

The following services may be available for eligible Philippine addresses:

• Complimentary International Tracked Delivery on qualifying orders
• International Courier (Partially Covered by HOPE ROZA)
• International Express Courier

Tracked delivery normally takes 4 to 7 Business Days from dispatch.

International Express Courier normally takes 2 to 4 Business Days from dispatch.

The current complimentary-delivery threshold, delivery charges and available services are displayed in local currency at checkout.

Estimated Philippine import duties and customs charges are calculated and charged in advance at checkout where applicable. HOPE ROZA pays the collected amount to the carrier, customs broker or relevant customs authority on the customer’s behalf to avoid items getting stuck at customs.

The checkout total is intended to represent the landed amount payable by the customer. Customs reassessment or changes in applicable law may affect the final amount.

United States Delivery

We are Shipping orders from Singapore. The following services may be available for eligible US addresses:

• Complimentary International Tracked Delivery on qualifying orders
• International Courier (Partially Covered by HOPE ROZA). International Tracked Delivery normally takes 7 to 14 Business Days from dispatch.
• Expedited Delivery.  Expedited Delivery normally takes 2 to 4 Business Days from dispatch.

The current complimentary-delivery threshold, delivery charges and available services are displayed in the customer’s checkout currency.

• HOPE ROZA ships US orders from Singapore. Estimated US import duties, customs charges and applicable state or local sales taxes are calculated and charged in advance at checkout.
• Import duties and customs charges are paid to the carrier, customs broker or relevant customs authority.
• US duty-free de minimis treatment is no longer generally available. Orders may therefore be subject to import duties, processing fees and other customs charges regardless of order value.
• The applicable import duty depends on the product’s tariff classification, materials, construction, declared value, country of manufacture or substantial transformation, and the US tariff rules in force when the shipment enters the United States.

The checkout total is intended to represent the landed amount payable by the customer, with no additional customs payment requested at delivery. Customs reassessment or changes in applicable law may affect the final amount.

Other International Destinations

For other enabled international destinations, the following services may be available:

• Complimentary International Tracked Delivery on qualifying orders
• International Courier (Partially Covered by HOPE ROZA). International Tracked Delivery normally takes 7 to 14 Business Days from dispatch.
• International Express Courier. International Express Courier normally takes 3 to 5 Business Days from dispatch.

The available services, complimentary-delivery threshold and current charges are displayed in local currency at checkout.

Delivery services and timelines vary by destination, address and courier availability. Remote and non-metropolitan areas may require additional time. Beautiful places are sometimes harder for couriers to reach.

Why Is the International Courier Charge Only Partially Covered?

For orders below the applicable complimentary-delivery threshold, customers pay the delivery charge displayed at checkout.

The amount shown covers only part of the actual international courier cost. HOPE ROZA pays the balance.

We do not include the full cost of international delivery in every product price. This means customers pay for the delivery required by their destination rather than having international shipping costs included in every product.

As order volumes increase and carrier rates improve, we will pass those savings on through lower delivery charges. We would much rather spend money making excellent products than feeding courier invoices.

Import Duties and Taxes in Other Markets

This is the less glamorous part of international shopping, but it should never be a surprise. The applicable duties and tax treatment will be shown at checkout where this functionality is available.

Where HOPE ROZA offers Delivered Duty Paid delivery, estimated import duties and taxes are collected in advance and included in the checkout total.

Where Delivered Duty Paid delivery is not available, the recipient may be required to pay import duties, VAT, sales taxes, brokerage charges or customs fees before delivery. This will be disclosed at checkout.

Customs authorities determine the final classification and assessment. HOPE ROZA cannot control subsequent customs reassessments or changes in applicable law. We can make comfortable heels. We cannot overrule customs authorities.

Delivery Estimates

• Delivery estimates begin from dispatch and are not guaranteed delivery dates.
• Delays may result from:
• Customs inspections and clearance
  • Public holidays in Singapore or the destination country
  • Remote or restricted delivery addresses
  • Severe weather
  • Carrier disruption
  • Payment verification
  • Incorrect or incomplete delivery information
  • High-volume sales or promotional periods
• We will contact you if we become aware of a material delay before dispatch.

Tracking

• All physical orders include tracking.
• Your tracking number will be sent by email after dispatch. Tracking may require up to 24 hours to display movement after the carrier receives the parcel.
• Refreshing the tracking page every three minutes will not make the parcel move faster. We have tested this ourselves.

Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address, postcode and contact number at checkout.

Contact Customer Service immediately if an address correction is required. Once an order has entered the dispatch process, an address change may not be possible.

HOPE ROZA is not responsible for delays or failed delivery resulting from:

• An incorrect or incomplete address
• An incorrect postcode or contact number
• The recipient being unavailable
• Refusal of delivery
• Restrictions imposed by a building, hotel or delivery location
• Failure to pay duties or taxes not collected at checkout

Please check your address before submitting the order. Your parcel is loyal, but it will go to the address you provide.  Additional courier, return or redelivery charges resulting from these circumstances may be charged to the customer.

Failed or Refused Delivery

Couriers may make more than one delivery attempt, depending on the destination and service.

If an order is returned to HOPE ROZA because of an incorrect address, failed delivery, refusal by the recipient or unpaid duties and taxes, the customer will be responsible for the return and redelivery costs.

Original delivery charges, express charges, customs charges and duties already paid are non-refundable, except where required by applicable law.

Any refund due after a returned shipment is received and inspected may be reduced by the carrier’s return charge, unpaid customs charges and other costs incurred in recovering the parcel.

Lost or Delayed Shipments

If your order has not arrived by the end of the estimated delivery period, contact Customer Service with your order number and tracking reference.

HOPE ROZA will investigate the shipment with the carrier. Carrier investigations and customs enquiries may require additional time.

If the carrier confirms that a parcel was lost in transit, HOPE ROZA will provide the remedy available under applicable consumer law and the circumstances of the shipment.

Damaged Shipments

Inspect the parcel when it arrives. If the parcel appears damaged, photograph the exterior, shipping label and packaging before opening it.

Report transit damage promptly and provide:

• Your order number
• Photographs of the outer parcel
• Photographs of the shipping label
• Photographs of the internal packaging
• Photographs or video showing the affected item

Keep the product, packaging and shipping materials until the claim has been reviewed. We appreciate that nobody wants to preserve a damaged cardboard box, but the carrier may require it as evidence.   Nothing in this policy limits rights available under applicable consumer law.

Delivery Security and Last-Mile Theft

Please monitor your tracking and arrange to receive or promptly collect your parcel after delivery. High-value orders should not be left unattended.

Once the carrier records the parcel as delivered to the address provided at checkout, responsibility for keeping it secure passes to the recipient, except where applicable consumer law provides otherwise. HOPE ROZA is not responsible for theft, loss or disappearance after valid proof of delivery has been provided.

A parcel is considered delivered when accepted or left at the designated delivery point, including:

• The delivery address provided at checkout
• A reception desk, concierge or building manager
• An office or hotel reception
• A mailroom, parcel locker or other authorised collection point

To protect your order, we recommend that you:

• Monitor the tracking information and delivery notifications
• Arrange to be present when the parcel arrives
• Use a secure delivery address
• Collect the parcel promptly after delivery
• Select optional Signature Delivery at checkout for high-value orders or locations where parcels may be left unattended

Signature Delivery is available. Please watch your tracking. Your new HOPE ROZA should not be left waiting at the door longer than necessary.

Contact

Questions, tracking concerns or wardrobe emergencies are welcome.

Email: help@hoperoza.com
Call or WhatsApp: +65 8660 8350