FAQ

How do I track the status of my order? Once your order has been processed and dispatched from our warehouse, you will receive an automated shipping confirmation email containing a unique tracking number and a link to the carrier’s website. You can use these tools to monitor your package's journey in real-time.

What are your shipping rates and delivery times? We offer three tiers of shipping: Standard Shipping ($5.99 for orders under $49.00), Free Shipping (for all orders of $49.00 and above), and Expedited Shipping ($8.99). Standard delivery typically takes 7-15 business days, while Expedited delivery usually arrives within 3-7 business days, depending on your location and customs clearance.

What happens if my vase arrives damaged? Due to the fragile nature of high-quality ceramics and glass, breakages can occasionally occur during long-distance transit. If your item arrives damaged, please take clear photographs of the broken item and the external packaging, and contact us at service@rouaned.com within 48 hours of delivery. We will arrange a free replacement or a full refund immediately.

Can I change my shipping address after placing an order? We can update your shipping details as long as the order has not yet been handed over to our logistics partners. Please email us immediately if you notice an error in your address. Once a tracking number has been generated, we are unable to redirect the package.

Are the colors of the vases exactly as seen on the screen? We strive to display our products as accurately as possible. However, due to variations in monitor settings, studio lighting, and the handcrafted nature of some glazes, minor color differences may occur. These variations are a testament to the uniqueness of each piece.