Frequently asked questions
What is the difference between ready-to-wear and custom pieces?
KINGSANDROSES offers two distinct product categories:
Ready-to-wear & in-stock items are available immediately and can be purchased directly through our online store or in person.
Custom-made & bespoke pieces — including custom fashion, commissioned artworks, sculptures, and personalized creations — are made specifically for you by appointment. These are unique, one-of-a-kind pieces crafted to your specifications.
How does the custom appointment process work?
To commission a custom piece, please contact us via our Contact page to schedule an appointment. During the consultation, we will discuss your vision, materials, timeline, and pricing. Once agreed and confirmed, production begins. Please note that custom orders require a deposit before work commences.
What is your return policy for ready-to-wear items?
Ready-to-wear and in-stock items may be returned within 14 days of delivery, provided they are unused, unworn, in their original condition, and with all original packaging intact. Items that show signs of use, wear, or damage caused by the customer will not be accepted for return.
Can I return a custom-made or bespoke item?
No. Custom-made and bespoke items are non-returnable, as they are created specifically for you. This applies to:
- Custom fashion & clothing
- Commissioned artworks & art pieces
- Sculptures
- Personalized commissions & unique items
The only exceptions are in the case of a manufacturing defect or damage upon arrival. In such cases, please contact us within 48 hours of receiving your order with photographic evidence.
Returns & Exchanges — Process
To initiate a return for eligible items, please contact us via our Contact page before sending anything back. Returns sent without prior notification may not be accepted.
Customers are responsible for arranging and paying for return shipping, unless the item is damaged upon arrival or an incorrect item was received. You will need to create your own shipping label and cover the return shipping costs.
We strongly recommend using a tracked shipping service to ensure your return arrives safely:
- PostNL — recommended for returns within The Netherlands
- DHL Express — recommended for international returns
Please send your return package to:
KINGSANDROSES
Jorge dos Santos Tavares
Schrijnwerker 56
3225 GE Hellevoetsluis
Netherlands
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 7–14 business days, depending on your bank or payment provider.
Please note: original shipping costs are non-refundable unless the return is due to our error (damaged or incorrect item).
What payment methods do you accept?
We accept all major credit and debit cards, as well as other payment methods available at checkout. Please note that we do not offer AfterPay or any buy-now-pay-later services. Full payment is required at the time of purchase.
How long does shipping take?
Shipping times vary depending on your location and the type of item ordered. Ready-to-wear items are typically dispatched within 1–3 business days. Custom and bespoke pieces have individual production timelines that will be communicated during your consultation. You will receive a tracking number once your order has been shipped.
Do you ship internationally?
Yes, we ship worldwide. International orders are shipped via DHL Express. Please note that customs duties, import taxes, and any additional fees imposed by your country are the responsibility of the customer. KINGSANDROSES is not liable for delays caused by customs clearance.
How can I track my order?
Once your order has been dispatched, you will receive a confirmation email with your tracking number. You can use this to track your shipment directly via the carrier's website (PostNL or DHL Express).
How do I book an appointment or contact customer support?
You can reach us via our Contact page. We aim to respond within 1–2 business days. For custom commissions, please include as much detail as possible about your vision so we can prepare for your consultation.
Miscellaneous
If you have a question that is not covered here, please do not hesitate to reach out via our Contact page. We are happy to help.