Terms Of Policy

As a core apparel brand focusing on the clothing sector under Anhui Shanbai E-Commerce Co., Ltd., Roenstore has always taken "providing high-quality apparel and efficient services to global consumers" as its core goal since its establishment. Relying on the company's mature cross-border operation system, professional service team, and comprehensive supply chain management capabilities, Roenstore not only focuses on enhancing the quality of its three core product categories—dresses, shorts, and midi skirts—but also is committed to creating a secure and convenient shopping experience for global users through clear and standardized service policies. Whether it is the extensive global shipping service or the meticulous order and after-sales support, every service embodies our attention to user needs and adherence to service quality. The following will detail Roenstore's complete service policy, covering key links such as global shipping, order processing, and after-sales support, to ensure that you clearly understand your rights and service details throughout the shopping process.​
1. Global Shipping Service​
To meet the shopping needs of global consumers, Roenstore provides shipping services covering most countries and regions around the world. Whether you are in Asia, Europe, North America, Oceania, or other supported delivery regions (specific deliverable countries/regions are subject to the display on the official website's checkout page), you can enjoy our cross-border shipping service. We do not support WeChat Pay, Alipay, or related payment or logistics linkage functions.​
  1. Shipping Methods and Timelines: Currently, we mainly offer one shipping method—"Standard Shipping" (we will gradually expand methods based on user needs). The shipping timeline is affected by the destination country/region, customs clearance speed, and logistics service provider scheduling: ① Major countries in North America and Europe (such as the United States, the United Kingdom, France, Germany, etc.): The shipping timeline is usually 7-15 working days; ② Some Asian countries/regions (such as Japan, South Korea, Singapore, etc.): The shipping timeline is usually 5-10 working days; ③ Oceania and other remote regions: The shipping timeline is usually 12-20 working days. Force majeure factors such as holidays, extreme weather, or customs inspections may cause delays. The specific progress can be checked through the logistics tracking function.​
  1. Calculation of Shipping Costs: Shipping costs are calculated based on the weight, volume of the products you purchase, and the delivery destination. During checkout after placing an order, the system will automatically display the specific shipping cost, allowing you to confirm clearly before completing the payment (the currency unit is subject to the display on the order checkout page; mainstream international payment methods are supported, excluding WeChat Pay and Alipay).​
  1. Logistics Tracking and Consultation: After the order is successfully placed and the product is shipped, you will receive a shipping notification email containing the logistics tracking number. You can query the real-time logistics status by visiting the "My Account - Order Management - Logistics Tracking" section on Roenstore's official website (www.roenstore.com) and entering the order number or logistics tracking number. If the logistics information is not updated for a long time (more than 3 working days) or you have questions about the logistics progress, you can consult by sending an email to customer@roenstore.com (mark the email subject as "Logistics Consultation + Order Number"), and we will assist in verifying and providing feedback within 1-2 working days.​
  1. Customs and Tax Instructions: Cross-border shipping may involve customs clearance procedures and related taxes (such as customs duties, value-added taxes, consumption taxes, etc.) in the destination country/region. Such fees shall be borne by you in accordance with local customs regulations. Roenstore will provide complete and compliant customs clearance documents (such as commercial invoices, product lists) before the package is shipped to assist in smooth customs clearance. If you have questions about local customs policies or tax standards, you can call the contact number +86-18654377890 in advance for consultation, and we will provide you with the necessary policy guidance.​
2. Order Processing Service​
To ensure that your order progresses efficiently and accurately, Roenstore has established a standardized order processing process, with full transparency and traceability from order placement to shipment:​
  1. Order Confirmation and Review: After you place an order and complete the payment on the official website, the system will immediately generate an order number and send an order confirmation email to your registered email address, including order details (product model, quantity, amount, shipping address, etc.). We will complete the order review within 24 hours to verify the payment status, product inventory, and validity of the shipping address. If the review is approved, the order will enter the product preparation stage; if the review is not approved (such as out-of-stock products or an incomplete address), we will inform you of the specific reason via email or SMS and assist you in adjusting the order or processing a refund.​
  1. Product Preparation and Shipment: For orders that pass the review, we will complete product preparation within 3-5 working days (the preparation time for customized products will be extended according to the production cycle, subject to the description on the product detail page). After preparation is completed, the products will be handed over to the logistics service provider for shipment. After shipment, the system will automatically update the order status to "Shipped" and send a shipping notification email simultaneously, including the logistics tracking number and tracking link.​
  1. Order Modification and Cancellation: ① Order Modification: You can only modify the shipping address and contact phone number before the order review is approved (usually within 24 hours after placing the order). You can find the corresponding order in "My Account - Order Management" on the official website, click "Modify Information" to submit the application, or send an email to customer@roenstore.com to explain your needs (the order number and new information are required). After the order review is approved, if the product has entered the preparation stage, the information cannot be modified; ② Order Cancellation: Within 24 hours after placing the order and if the order has not been shipped, you can click "Cancel Order" in "My Account - Order Management" on the official website, or apply for cancellation via email or phone. After successful cancellation, the refund will be returned via the original payment method (refunds for credit card payments usually take 7-15 working days to arrive, and other payment methods are subject to platform rules). If the order has been shipped, you need to process the return in accordance with the return policy after receiving the product; direct cancellation is not possible.​
3. Product Quality Assurance Service​
Roenstore has always regarded product quality as the core of brand development. All dresses, shorts, and midi skirts undergo multiple quality inspection processes. Every link from fabric procurement, production, and processing to finished product delivery is strictly controlled by professionals to ensure compliance with relevant quality standards:​
  1. Identification of Quality Issues: If the product you receive has the following quality issues caused by non-human damage, you can apply for quality assurance service: ① Fabric damage, unstitched seams, snags, or pilling (when unused); ② Severe fit deviation (such as asymmetry, size difference exceeding ±3cm from the marked size); ③ Uneven or peeling printing/dyeing, or misaligned patterns; ④ Missing, damaged, or non-functional accessories (such as zippers, buttons, decorative parts).​
  1. Handling Methods for Quality Issues: After confirming that the product has a quality issue, you can choose according to your needs: ① Return for Refund: We will fully refund the product amount of the order and the actual shipping cost you paid, and also reimburse the reasonable cost of returning the product (shipping vouchers are required); ② Exchange: We will replace the product with a new one of the same style and size, and bear the shipping cost; ③ Repair: If you want to repair the product (such as fixing unstitched seams or replacing buttons), we will provide a free repair service, and bear the shipping cost for returning the repaired product.​
  1. Feedback Process for Quality Issues: After discovering a quality issue, please provide feedback within 7 natural days of receiving the product through the following methods: ① Send an email to customer@roenstore.com, marked as "Quality Issue Feedback + Order Number", and attach photos of the product issue (at least 2 photos that clearly show the details of the issue); ② Call the contact number +86-18654377890 to explain the situation (working hours: Monday to Friday 9:00-18:00, excluding legal holidays). We will verify the issue within 2 working days, determine the handling plan, notify you, and follow up throughout the process until the issue is resolved.​
4. User Information and Privacy Protection Service​
Roenstore strictly complies with global data security-related laws and regulations, attaches importance to the protection of your personal information and privacy, and only collects and uses necessary information during the service process, with multiple measures to ensure information security:​
  1. Scope of Information Collection: Only information necessary for providing services is collected, including: ① Registration and account information (such as email address, mobile phone number, used for account login and security verification); ② Order and shipping information (such as name, address, phone number, used for order processing and logistics delivery); ③ Browsing and usage behavior information (such as visited pages, stay duration, used for optimizing the official website experience and product recommendations). Such information does not include sensitive data that can identify personal identity.​
  1. Information Use and Protection: The collected information is only used for order processing, logistics delivery, service communication, and official website optimization. It will not be used for purposes unrelated to services, nor will it be shared with third parties (except for cooperative logistics and payment service providers, with whom confidentiality agreements have been signed). At the same time, we adopt technical and management measures such as SSL-encrypted transmission, hierarchical permission control, and regular security testing to prevent information leakage, loss, or tampering.​
  1. User Information Rights: You have the right to query, modify, and delete your personal information, and can also apply for account cancellation (after cancellation, your information will be deleted or anonymized, except as required by laws and regulations). Specific operations can be applied for through "My Account - Settings" on the official website or by sending an email to customer@roenstore.com. We will respond and process within 3-5 working days.​
5. Service Communication and Feedback Service​
To respond to your needs in a timely manner, Roenstore provides a variety of official communication channels to ensure that your questions and suggestions during the service process receive professional responses:​
  1. Email Communication: Send an email to customer@roenstore.com to consult about various issues such as orders, logistics, quality, and after-sales service. We will reply within 1-2 working days. It is recommended to include the order number and specific needs in the email for quick processing.​
  1. Phone Communication: Call the contact number +86-18654377890 to consult about urgent issues (such as logistics delays, urgent quality issues). Dedicated staff will answer during working hours to provide you with real-time answers and assistance.​​
Roenstore has always been guided by user needs, continuously optimizing service processes and policies, and is committed to providing more high-quality and reliable apparel shopping experiences for global consumers. If you have any questions about this service policy or encounter problems while enjoying the service, please feel free to contact us through the above official channels. We will provide you with support with a professional and responsible attitude to ensure that your legitimate rights and interests are protected.​
Brand and Company Information​
  • Brand Name: Roenstore​
  • Affiliated Company: Anhui Shanbai E-Commerce Co., Ltd.​
  • Head Office Address: Rooms 6410 and 6411, Huitong Fortune City, Xiangyang Street, Yingdong District, Fuyang City, Anhui Province, China