Frequently Asked Questions
Find answers about accounts, orders, payment, shipping, returns, products and reviews for licensed aesthetic professionals.
How do I create a Rosvia account?
Select the account or registration option on Rosvia.com and enter the requested details to create your account. Once registered, you can sign in using your email address and password. If professional verification is required for your order or account, Rosvia may request additional professional documentation before processing.
I forgot my password. How do I reset it?
Use the 'Forgot your password?' option on the Rosvia login page. Enter the email address linked to your account and follow the reset instructions sent to you by email. If you do not receive the message, check your spam or junk folder. If you still need assistance, contact info@rosvia.com.
Can I update my email address, billing details or shipping information?
Where the relevant option is available in your account, you can update your saved account or address information directly. If you need help changing account details, or if the change relates to an order that has already been placed, contact info@rosvia.com as soon as possible. Changes may not be possible once an order has been processed or dispatched.
Why may Rosvia ask me to verify my account or professional details?
Rosvia supplies professional-grade aesthetic products for clinical and licensed use. A valid and verifiable professional license is required before order approval, and where applicable additional documentation such as a prescription may be required. Verification helps Rosvia confirm professional eligibility, protect customer accounts and reduce unauthorized or fraudulent activity.
Is my personal information secure?
Rosvia uses technical and organizational safeguards designed to protect personal information against unauthorized access, alteration, disclosure or destruction. Personal information is handled in accordance with Rosvia's Privacy Policy and applicable data-protection requirements. Rosvia does not sell personal information.
How is my payment information protected?
Rosvia currently accepts bank transfer payments. Payment instructions are provided for the relevant order, and transaction information is used to match payments, process orders, prevent fraud and issue invoices or receipts. Rosvia will never ask you to provide online-banking passwords or other banking credentials. Always verify payment instructions carefully and contact info@rosvia.com if anything appears unclear or unexpected.
Can I request deletion or correction of my personal information?
Yes, where applicable under data-protection law. You may request access to your personal information, correction of inaccurate data, deletion, restriction of processing or other applicable privacy rights by contacting info@rosvia.com. Rosvia may request verification information before processing a privacy request. Certain records may still be retained where required for legal, accounting, tax or regulatory purposes.
How can I unsubscribe from Rosvia marketing emails?
You can unsubscribe from marketing emails at any time by using the unsubscribe link included in Rosvia marketing communications or by contacting info@rosvia.com. Unsubscribing from marketing does not stop essential service communications such as order confirmations, account messages, payment information or shipping updates.
Need assistance? Contact Rosvia at info@rosvia.com or +370 634 39257.
How do I know my order has been confirmed?
After you place an order, Rosvia will send an order confirmation to the email address provided at checkout. Full payment must be received before order processing begins. Orders containing products marked 'For Professional Use Only' may also require professional verification before fulfilment.
When will my order be processed and dispatched?
Order processing begins after payment has been received and any required professional verification has been completed. Once the order is dispatched, Rosvia will send tracking information by email. Shipping times vary by destination and are explained in Rosvia's Shipping Policy.
Why is my order taking longer than expected?
Delays may occur if payment is still pending, customer information is incomplete, professional verification is outstanding, a product is temporarily unavailable, or a change has been requested after the order was placed. After dispatch, courier or customs delays may also affect delivery. If Rosvia needs additional information, the team will contact you using the details provided at checkout.
Can I cancel my order?
A cancellation may be possible before dispatch, depending on the current processing status of the order. Please contact info@rosvia.com as soon as possible and include your order number. Once an order has been dispatched or handed to the courier, it can no longer be cancelled.
Can I change my order after placing it?
Changes may be possible before dispatch, subject to the order's processing status. You may request changes to products, quantities, customer information or the shipping address. If the change affects the order total, shipping cost, discount eligibility or payment amount, Rosvia will confirm the adjustment before dispatch. Once shipped, the order cannot be modified.
Can I combine multiple orders into one shipment?
Rosvia may be able to combine multiple orders if they have not yet been processed or dispatched, but this cannot be guaranteed. Please contact info@rosvia.com as soon as possible and provide all relevant order numbers. Consolidation depends on processing status, product availability, logistics arrangements and destination.
Need help with an order? Contact info@rosvia.com and include your order number so the team can assist you efficiently.
What payment methods does Rosvia accept?
Rosvia currently accepts bank transfer payments. Full payment is required before an order can be processed and prepared for dispatch, unless a different payment arrangement has been expressly agreed with Rosvia in writing. The applicable bank details and payment instructions are provided during the order process. If you are unsure which payment details to use, please contact info@rosvia.com before making the transfer.
How do I make a bank transfer correctly?
Use the bank details provided by Rosvia for your order, transfer the exact amount stated in your order confirmation or invoice, use your order number as the payment reference, and ensure the payment is sent in the instructed currency. Using the correct order reference helps Rosvia identify and confirm your payment more efficiently.
Why has my payment not been confirmed yet?
Bank transfers are confirmed once the funds have been received and matched to your order. Depending on your bank, country, currency and transfer method, international transfers may take additional time to arrive. If you have already completed your payment but have not yet received confirmation, contact info@rosvia.com and provide your order number, proof of payment, and the date and amount of the transfer.
Can I pay in another currency?
Rosvia may display different currencies depending on your selected country or region. However, the currency used for the actual bank transfer should always match the payment instructions provided for your order. Your bank or intermediary bank may apply exchange-rate conversions, international transfer fees or other charges. If you are unsure which currency or amount to transfer, contact info@rosvia.com before sending the payment.
Can I receive an invoice for my order?
Yes. Rosvia can provide an invoice for your order. Please ensure that your billing or company information is entered correctly when placing the order. If you require an invoice, need an invoice corrected, need additional company information added, or require assistance locating an invoice, contact info@rosvia.com and include your order number.
Can I pay in installments or split my payment?
Rosvia generally requires full payment in advance before an order can be processed and dispatched. Please do not send partial or split payments unless a separate payment arrangement has been expressly approved by Rosvia in writing before payment is made. If you have specific requirements regarding a large wholesale or business order, please contact Rosvia before making the payment.
Does Rosvia help with international bank transfer fees?
Yes. Rosvia may provide bank-transfer fee support for eligible international payments. Orders between €300 and €800 may receive up to €30 in store credit toward eligible bank-transfer fees. Orders above €800 may receive reimbursement of the eligible transfer fee as store credit. Orders below €300 are not eligible for bank-transfer fee support. Customers may be required to provide proof of the bank-transfer fee before the credit can be applied. Supporting documentation should be sent to info@rosvia.com within the applicable claim period.
Can I send proof of payment before the transfer reaches Rosvia?
Yes. If your bank transfer is still being processed, you may send your proof of payment together with your order number to info@rosvia.com. Rosvia can review the payment evidence and advise you accordingly. Final payment confirmation remains subject to the transfer being successfully received and verified.
What should I do if I transferred the wrong amount or used the wrong reference?
Please contact info@rosvia.com as soon as possible and provide your order number, proof of payment, the amount transferred, and the payment reference used. Our team will review the transfer and advise you on the next steps. Please do not send an additional payment until Rosvia has reviewed the situation unless instructed to do so.
Important Payment Information: Use only Rosvia payment details provided for your order, include your order number as the payment reference, transfer the correct amount and currency, and keep proof of payment until your order has been confirmed.
Where does Rosvia ship from?
All products sold through Rosvia are dispatched from our warehouse in South Korea. Orders are processed after payment confirmation and any required professional verification has been completed.
Can Rosvia ship to my country?
Rosvia ships to supported international destinations. Availability depends on the destination country, products ordered, local import requirements, carrier availability, and applicable regulations. If your destination or preferred shipping option is unavailable at checkout, contact info@rosvia.com.
How long does shipping take?
Delivery time depends on the shipping method, destination, customs procedures, and logistics conditions. Orders are typically processed within 1-5 business days after payment confirmation. Rosvia Secured Shipping may take up to 15 business days. Processing time and courier transit time are separate.
When will I receive my tracking information?
Tracking details are sent by email after dispatch. Standard Shipping tracking is normally provided within 48 hours after dispatch. Rosvia Secured Shipping tracking is normally provided within 5-6 business days after dispatch. A tracking delay does not necessarily mean the parcel has not been shipped.
Will I have to pay customs duties, VAT or import taxes?
Possibly. International shipments may be subject to import duties, VAT, customs charges, clearance fees, brokerage fees, or other destination-country charges. Unless Rosvia expressly states otherwise, these costs are the customer's responsibility. Customers must also ensure their order complies with local import requirements.
Can I change my shipping address after placing my order?
Contact Rosvia as soon as possible if you need to correct or change your shipping address. Changes may be possible before dispatch, depending on the order's processing status. Once handed to the courier, Rosvia cannot guarantee that the address can be changed or redirected.
What should I do if my shipment is delayed?
Delivery can be affected by customs clearance, courier operations, public holidays, weather, destination-specific procedures, or other circumstances outside Rosvia's control. A parcel is not automatically considered lost because tracking stops updating. Delayed or undelivered shipments should be reported to Rosvia within 30 days of dispatch.
How are temperature-sensitive products shipped?
Where required, temperature-sensitive products are shipped in insulated packaging with ice packs to help maintain product integrity during transit. Cooling elements may melt during transit. Customers should inspect the shipment on arrival and contact Rosvia if there are concerns about product condition.
What happens if customs holds or refuses my shipment?
Customs decisions are made by destination-country authorities and are outside Rosvia's control. Customers are responsible for requested documents, applicable duties or clearance charges, local import requirements, and responding promptly to customs or courier requests. Failure to complete customs requirements may affect refund or compensation eligibility.
Who should I contact if I have a shipping question?
Contact Rosvia at info@rosvia.com or by phone/WhatsApp at +370 634 39257. For an existing shipment, include your order number and tracking information where available so the team can assist you efficiently.
Important: This FAQ is a customer-friendly summary. Rosvia's published Shipping Policy, Refund Policy and Terms of Service apply where relevant.
No questions match your search. Please contact our team.
What is Rosvia's return policy?
Rosvia reviews return, refund and replacement requests in line with its published policies. Claims for missing, incorrect, damaged or defective items must be reported within the applicable policy period and supported with clear photo or video evidence. Change-of-mind returns may be considered only for unopened, unused and undamaged products returned within 30 days.
What should I do if I receive the wrong product or an item is missing?
Please contact Rosvia at info@rosvia.com as soon as possible and include your order number, a clear description of the issue and supporting evidence. Claims for missing or incorrect items may require a clear unboxing video. Please keep the shipping box, labels and all original packaging until the case has been reviewed.
What should I do if a product arrives damaged or appears defective?
Do not use the product. Contact Rosvia at info@rosvia.com and provide your order number, clear photographs or video of the product, the outer packaging and any visible damage, together with the product label or batch information where available. Rosvia will review the evidence and advise you of the appropriate resolution.
Can I return a product if I change my mind?
Yes, where eligible under Rosvia's current terms. The product must be unopened, unused and undamaged and returned within 30 days. Please contact Rosvia before sending the item back so the team can confirm eligibility and provide the appropriate return instructions.
Can I return a product that has been opened or used?
Generally, no. Once a professional aesthetic product has been opened or used, its condition and product integrity can no longer be verified for return. If you believe an item is incorrect, damaged or defective, contact Rosvia before opening or using it.
Can I exchange a product?
Rosvia does not operate a standard exchange service for dispatched professional products. If an item is incorrect, damaged or defective, the case will be reviewed for the appropriate resolution, which may include replacement or refund where eligible. If your order has not yet been dispatched, contact Rosvia immediately to ask whether an order change is still possible.
What happens if my package is delayed or appears to be lost?
A shipment is not considered lost simply because tracking has not updated or delivery is taking longer than expected. Undelivered or delayed shipments should be reported to Rosvia within 30 days of dispatch. Rosvia will investigate the shipment with the courier or logistics provider and advise you once the shipment status has been confirmed.
When will I receive an approved refund?
Refunds are processed after the claim has been reviewed and approved and Rosvia has received complete and accurate payment or bank details where required. Once the refund has been processed, the time for funds to appear depends on the bank, currency, payment method and any intermediary institutions involved. Rosvia will notify you once the refund has been issued.
Important: Please do not dispose of a product or its packaging while a claim is under review. Rosvia's published Refund Policy, Shipping Policy and Terms of Service govern eligibility.
How should Rosvia products be stored?
Storage requirements vary by product and manufacturer. Always follow the instructions on the product packaging and the manufacturer's official documentation. Where specified, temperature-sensitive products may require refrigerated storage, while other products may have different requirements. Products should be placed under the recommended storage conditions as soon as they are received and protected from excessive heat, direct sunlight, moisture, and unnecessary temperature fluctuations.
Can Rosvia provide medical advice or product-use instructions?
No. Rosvia operates as a professional supplier and distributor and does not provide medical advice, dosage guidance, injection techniques, treatment recommendations, or patient-specific instructions. Our support team can assist with non-clinical information such as product availability, specifications, packaging, batch or expiry information where available, ordering, payment, shipping, and general product concerns.
What should I do if an ice pack arrives melted?
A melted or partially thawed ice pack does not automatically mean that the product has been damaged. Where required, Rosvia uses insulated packaging with ice packs for temperature-sensitive products. Place the product under the manufacturer's recommended storage conditions as soon as possible and inspect the packaging, seal, and general condition. If the product appears damaged, compromised, or unusually affected by heat, do not use it and contact info@rosvia.com with clear photographs.
Why does a botulinum toxin vial sometimes appear empty?
Some botulinum toxin products are supplied as lyophilized, or freeze-dried, powder rather than visible liquid. The product may appear as a very fine layer or residue inside the vial and can therefore look empty at first glance. If you believe a vial is genuinely empty, leaking, unsealed, or damaged, keep the product and original packaging and contact info@rosvia.com with your order number, product details, and clear photographs or video.
What should I do if a product appears damaged or defective?
Do not use the product if it appears damaged, leaking, opened, improperly sealed, or otherwise compromised. Contact info@rosvia.com and provide your order number, product name, clear photographs or video, product label and batch information where available, and photographs of the shipping packaging if relevant. Rosvia will review the case in line with its applicable claims and refund policies.
Can Rosvia advise whether two products can be mixed or used together?
No. Rosvia does not provide clinical advice about mixing, combining, administering, or using different aesthetic products together. Product compatibility depends on the formulation, manufacturer instructions, intended clinical use, and the professional judgment of the practitioner. Please refer to the relevant manufacturer documentation and a suitably qualified healthcare professional.
What should I do if a product has a shorter expiry date than expected?
Expiry dates vary between manufacturers, products, and available production batches. A shorter remaining shelf life does not automatically mean that a product is defective, provided it remains within the manufacturer's valid expiry period. If your clinic requires a particular minimum remaining shelf life, contact info@rosvia.com before placing your order so available batch information can be confirmed where possible.
What if I do not achieve the result I expected from a product?
Rosvia cannot guarantee a particular clinical or aesthetic outcome. Results depend on factors outside Rosvia's role as a supplier, including practitioner assessment, handling, administration, patient-specific factors, and adherence to manufacturer guidance. Dissatisfaction with an outcome alone does not automatically establish that a product is defective. If you believe there is a genuine product-quality issue, contact info@rosvia.com with your order number, product details, batch information, and supporting evidence.
Are Rosvia products intended for personal use?
No. Rosvia products are intended for licensed healthcare professionals, clinics, and authorized practitioners and are not intended for personal use or self-administration. Customers are responsible for ensuring that they are professionally qualified and legally permitted to purchase, handle, and use the products in their jurisdiction.
How can I get product information before ordering?
Rosvia provides product descriptions, specifications, storage information, packaging information, and other available product details through individual product pages and website resources. If you require additional non-clinical information before ordering, such as availability, packaging, batch details, or expiry information, contact info@rosvia.com. Rosvia can provide commercial and product information but does not replace the manufacturer's official documentation or professional clinical judgment.
Important: Rosvia provides commercial and product information only. For clinical use, dosage, administration, compatibility, contraindications, or treatment decisions, always follow the manufacturer's official instructions and qualified professional judgment.
How can I leave a review for a product?
We welcome feedback from customers who have purchased products from Rosvia. You can submit a review through the relevant product page where the review option is available. Reviews should reflect your genuine experience with the product and remain relevant, respectful, and helpful to other professionals. Honest feedback - whether positive or constructive - helps us improve our service and helps other customers make more informed purchasing decisions.
Who can submit a product review?
Product reviews should be submitted by customers with genuine experience of the product they are reviewing. Rosvia is a professional aesthetic supply platform, so we encourage feedback that is relevant to professional purchasing and product experience. Reviews containing spam, offensive content, misleading information, or material unrelated to the product may not be published.
Can I edit or remove a review after submitting it?
Depending on the review functionality available on the website, you may be able to update or remove your review after submission. If you are unable to make a change yourself, please contact us at info@rosvia.com, and our support team will assist you where possible. Rosvia does not alter the wording or opinion expressed in genuine customer reviews on behalf of the reviewer.
Why is my review not visible immediately?
Some reviews may require moderation before they appear on the website. This helps us prevent spam, duplicate submissions, offensive content, misleading information, or material unrelated to the product. A review will not be rejected simply because it contains criticism or describes a less favourable experience, provided it follows our review guidelines. If your review has not appeared after a reasonable period, please contact info@rosvia.com for assistance.
Need assistance with a review? Contact Rosvia at info@rosvia.com.
Do I need a professional license or prescription to order from Rosvia?
Rosvia supplies professional-grade aesthetic products for licensed healthcare professionals, clinics and authorized practitioners. A valid and verifiable professional license is required before order approval, and a valid prescription may also be required where applicable. Customers are responsible for ensuring that the purchase, importation, possession and use of products comply with the laws and professional requirements of their country. Rosvia may request additional documentation where necessary for compliance.
How can I contact Rosvia customer support?
Our support team can assist with orders, products, shipping, payments, account questions and general enquiries. You can contact Rosvia by email at info@rosvia.com, through WhatsApp, or through the contact form on our website. When contacting us about an existing order, please include your order number and any relevant supporting information such as photographs, tracking details or proof of payment so we can assist you efficiently.
Does Rosvia offer wholesale or business ordering?
Yes. Rosvia welcomes wholesale and professional business enquiries from qualified clinics, practitioners and approved business partners. To request wholesale support or pricing, please provide your company or clinic name, country of operation, the products you are interested in and your estimated quantities. Our team will review the request and provide the most suitable available options based on your business needs.
How can I stay updated on new products, restocks and offers?
You can subscribe to the Rosvia newsletter to receive updates on new arrivals, product restocks, professional offers and important company news. You can unsubscribe from marketing emails at any time using the unsubscribe link included in our communications.
Does Rosvia provide educational resources or product information?
Yes. Rosvia provides product information and professional educational content through product pages, FAQs, blog articles and other website resources. This information is provided for general informational purposes only and should not be considered medical advice, clinical training or a substitute for the manufacturer's official instructions. Product use must always follow applicable regulations, professional standards and manufacturer guidance.
How does Rosvia help ensure product authenticity?
Rosvia works with certified manufacturers and verified suppliers to support product authenticity, quality and consistency. We maintain professional sourcing, handling and distribution standards across our product range. If you have any concerns about a product's packaging, condition or authenticity, please contact info@rosvia.com before use and include clear photographs where possible so our team can review the matter.
Need additional help? Contact Rosvia at info@rosvia.com or through the support options available on rosvia.com.
Still have questions?
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