FAQ

How do I pay for the goods I have bought in the online shop?

You can pay for your order with your bank card, online banking, Apple Pay, Google Pay, Revolut or Paysera, as well as by bank transfer when you receive your pre-payment invoice by email.

How do you know if a payment has been successful?

After payment, you will receive a confirmation email that we have received payment for your order. If you do not receive a confirmation email within 15 minutes, please contact Rosme Customer Service.

Can I pay for my order when I receive it?

Yes, you can also pay by credit card at the parcel locker upon receipt of your order.

The withdrawal form did not ask me to specify an account number to return the money to. How will I get a refund for a returned order?

The refund will be made to the same bank account from which you paid for the order.

How long will it take to get a refund for the returned goods?

Refund if the payment was made when completing the order:

We will refund the money for the returned product within 14 days from the moment you receive a notification that the order has been accepted for return (provided that the returned product corresponds to its original appearance). The payment will be returned to the bank account from which payment for the purchase was received.

Refund if payment is made in parcel:

We will refund the money for the returned product within 21 days from the moment you receive notification that the order has been accepted for return (provided that the returned product corresponds to its original appearance). The payment will be returned to the bank account number you provide on the return form.

How soon after payment will I receive my goods?

Delivery is 2-4 working days within Latvia, 3-5 working days to Lithuania or Estonia and 6-9 working days to other European countries. See under the Terms of Delivery.

Is it possible to pick up an online shop order in a Rosme store?

Yes. You can pick up your online shop order at any of our stores. Deliveries to the Hanzas street store are made every working day, and to the other Rosme stores on Thursdays.

Can an order placed in the online shop with collection at the store be collected by another person?

Yes. When you arrive at the store to pick up your order, you will need to provide the order number and the buyer's name/surname. You can see your order number both in the message sent by email and in your order profile.

Can I have my online shop order delivered at home?

Yes. You can choose the type of delivery at the time of placing your order. Delivery methods are Omniva/DPD parcel delivery, DPD courier delivery or pick-up at the Rosme store.

Can I return an order received in the online shop to one of the Rosme stores?

Yes. You can return your order to any of the stores.

Does an online shop order have to be returned in the same packaging as it was when it was received?

Yes. When returning goods, they must be returned in their original packaging. If you received your order in a box, you must return it to us in that packaging.

However, if the original packaging is not preserved, it can be returned in any packaging, but without damaging or deforming the product.

Can I return goods bought in an online shop if it is not the right size or I do not like the model?

Yes. You can return goods bought in the online shop within 30 days. Please see here for return conditions.

Is it possible to exchange goods purchased in the online shop?

Yes. Exchanges are only possible in Rosme stores for a larger or smaller size if the size or model you need is available locally, but it is not possible to make the exchange in another way, for example by sending it to us and receiving another size of your choice in exchange.

What if I have deleted a text message with a return code, received a parcel from a courier and no return code was sent or my parcel has been sent to another parcel machine?

Please contact us by email: [email protected] or by phone: +371 67559041 on weekdays from 8:30 to 16:00 (UTC +2/Eastern European Time (EET)).

Is there a charge for returning the order?

There is no charge for returns and they are free of charge within 30 days.

How long do I have to return the order?

You can return your order within 30 days of receipt.

Will I receive confirmation of receipt of the returned goods?

Yes, you will receive an email confirmation of your return from us after we have processed and checked the returned goods.

Can I use my customer card to get a discount when I place an order in the online shop?

Yes, to get a discount with a customer card, please contact us at [email protected].

Can multiple discount codes be used during the promotion, if any?

No, only one discount code is active per order. You can place two orders - then you will be able to use two discount codes.

Can I find out which store carries the model or size I am interested in?

Yes. For this information, please contact us at [email protected] or call +371 67559041 on weekdays from 8:30 to 16:00 (UTC +2/Eastern European Time (EET)).

Can I use a gift voucher purchased in a store in an online shop as well?

No. Unfortunately, a gift voucher purchased in a store can only be used for in-store purchases.

Is it possible to order custom-made underwear?

We do not offer custom-made services, but we do offer tailoring for companies. See more in the "About us" section.

Do I have to register in the online shop to place an order?

Registration is not required to place an order and pay for it, but by registering you will be able to keep track of your order status, such as order summary, saved delivery addresses and order history.

Why haven't I received the promised discount code for my first purchase after signing up for the newsletter?

If you have any technical problems signing up for newsletters and receiving your discount code, the online shop environment may have been updated. Please check after a few minutes that the email address you have entered is correct, and check your email: whether the message has ended up in another folder such as Spam, Subscriptions or Ads.

If you still haven't received your discount code, please contact us at [email protected].

What if I want to make a complaint?

If the goods delivered by us are defective, of inadequate quality, incorrectly delivered or in any other way unusable, please notify us by email at [email protected] or by telephone at +371 67559041 on weekdays between 8:30 and 16:00 (UTC +2/Eastern European Time (EET)).

What if the goods are defective?

If the purchase was made in a store, you should go to the same store where you bought the goods and a solution will be offered on-site. You must bring along proof of purchase.

If the purchase was made in an online shop, the defect must be notified by sending an e-mail to [email protected] with a photo of the defect and the order number.