Help Center
How can we help?
Find quick answers about your order, delivery, returns, charging, cleaning and product use. If something still isn't right, our support team is here to help.
Where is my order?
I placed an order. What happens next?
Quick answer: Once your order has been processed and shipped, you will receive tracking information by email.
If you do not see the email, check your spam or promotions folder and confirm that the email address entered at checkout was correct.
My tracking has not updated. Is my package lost?
Not necessarily. Carrier scans can sometimes take time to appear, especially while a parcel is moving between facilities.
If the expected delivery window has passed, or tracking shows “delivered” but you cannot locate the parcel, contact us with your order number and tracking number so we can review it with you.
Can I change or cancel my order?
If your order has not shipped yet, contact us as soon as possible. We may be able to cancel it before fulfilment.
Once tracking has been issued and the parcel has shipped, the order can no longer be cancelled.
Is the packaging discreet?
Yes. Orders are shipped in plain outer packaging without product names or intimate product descriptions printed on the outside.
Something isn't right with my order.
I received a damaged, defective or incorrect item. What should I do?
Contact our support team and include:
1. Your order number
2. A short description of the problem
3. Clear photos or a short video showing the issue
This gives us the information we need to review the problem without asking you to repeat the same details later.
Can I send a return back immediately?
Please contact us before returning anything. Our team will first confirm whether your order is eligible and provide the correct return instructions.
Return eligibility and refund terms can vary by situation. Please review our Return & Refund Policy before sending an item back.
Using and caring for your Roselle.
My product will not turn on.
Start with the simple checks first:
1. Charge the product before trying again.
2. Make sure the charging contacts are clean and completely dry.
3. Check that the magnetic charging cable is sitting correctly.
4. Try another USB power source.
5. Follow the power-button instructions supplied with your specific model.
Controls can vary between Roselle models, so do not assume every product uses the same button sequence.
For more help, see our power and troubleshooting guide.
My product is not charging.
Disconnect the charger first, then wipe both magnetic contact points with a clean, dry cloth.
Reconnect the cable and try another USB power source. If there is still no charging indicator, inspect the cable for damage and make sure you are using the correct charger for your model.
Do not attempt to connect exposed wires or use improvised charging methods.
See the Rose Toy charging guide for more detailed troubleshooting.
How do I clean my Roselle?
Power the product off before cleaning.
Wash the external surface with warm water and mild soap or a compatible toy cleaner. Pay extra attention to the stimulation opening and any grooves where residue can collect.
Rinse thoroughly and allow the product to dry completely before charging or storing it. Charging contacts should always be dry before connecting the cable.
Read our cleaning and care guide for a more detailed routine.
What lubricant should I use?
A water-based lubricant is the simplest choice for silicone intimate products. Avoid using a lubricant that is not confirmed as compatible with your product material.
Where should I store it?
Make sure the product is clean and completely dry, then store it in a cool, dry place away from direct sunlight and excessive heat.
New to Roselle?
Our classic Roselle Rose Toy is the signature air-pulse design in the collection. Visit the product page for current features, controls, specifications and what's included.
Common questions.
Why does my product feel weaker than usual?
A low battery is the first thing to check. Fully charge the product and try again.
If the stimulation opening is part of an air-pulse design, make sure it is clean and free from residue.
Why is the charging light not showing?
Check that the charging contacts are dry and free from residue, then reconnect the magnetic cable and try another USB power source.
If the cable looks damaged or the product still shows no charging response, contact support rather than attempting a DIY repair.
Can I use my Roselle in water?
Water resistance varies by model. Check the waterproof or water-resistance rating shown on your specific product page or user manual before submerging it.
Can I share the product with a partner?
If a product is shared, clean it carefully between users and follow appropriate hygiene practices. Do not use the product on irritated, injured or broken skin.
What should I do if the product becomes uncomfortable?
Stop using it. Intimate products should not cause persistent pain, burning, numbness or irritation.
If symptoms continue after use has stopped, seek advice from an appropriate healthcare professional.
Still need help?
Send us your order number and a clear description of the issue. For product problems, attaching a photo or short video can help us understand the problem more quickly.
support@RoseToy.net