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Help
Find our answers to your most important questions!
1. I cannot login with my username and password
2. I have paid my order by card/PayPal, but I'm not sure has the transaction gone through…?
3. I would like to add more items to my order
6. I forgot my password/username and can not reset it...
7. My country is not on the list of countries and I cannot place an order...
Question:
I cannot login with my username and password
Answer:
You no longer need to enter your username. Login using your email indicated when registering, and your password.
Question:
I have paid my order by card/PayPal, but I'm not sure has the transaction gone through…?
Answer:
Check your email. After payment, you must receive an email confirmation that the payment was successful
and the order status is changed to "Confirmed".
You can also check the status of your order in your account.
If you click on the „Back”, or on the “Cancel”, or on „Refresh” buttons of the browser on the bank’s payment page,
or close/leave the browser window before you complete the payment, the payment will qualify as unsuccessful.
Question
I would like to add more items to my order
Answer
We're sorry that it's not possible to make changes to your order once you've placed it.
If you'd like to add products to your order, please place a new order for these items.
3. Question:
Answer:
There are several most common reasons why your card may be declined, if you are an international customer:
- You have not entered your billing address correctly. The billing address is where your card was registered
and it has to match the records of your bank (which issued the card), or your payment may be declined.
The billing address may be different from the shipping address.
The shipping address is where you would like your order to be delivered.
- You have not entered the CV2 correctly. CV2 are the last three digits at the back of your card
(the secure number of your card).
This is also a very common mistake, which leads to invalid payment.
- You have not entered your 3D secure check correctly. The 3D secure code means that your card is protected
by a password and on the last step of the payment process you will be prompted to enter your password.
Make sure you enter it correctly, or your payment will be unsuccessful.
- Sometimes a card may be declined just because you are ordering from a website,
which is in a different country from your own, especially if this is the first time you buy.
This does not mean that there is something wrong with the website, or with your card,
but some banks stop these payments, because they think it might be a fraud and somebody from a different country
is trying to use your card. Unfortunately, we are unable to do anything in that case to resolve the issue
and you have to contact your bank to authorise the payment. Just explain to them that is not a fraud,
but a genuine payment, made by yourself.
- Another reason for transaction failure is insufficient funds in your debit card.
Question:
Answer:
You can see your orders history in your account:
Just click on YOUR ACCOUNT https://www.rozabulgaria.com/your-account
Then click on YOUR ORDERS.
Question:
I forgot my password/username and can not reset it...
Answer:
To reset your password, you need to submit the token in order to verify that the request was legitimate.
Click on the link “Lost password?” or “Forgot your email?” in the "Your account" menu,
enter the e-mail address for your account.
A verification token will be sent to your e-mail.
Click on the link which you got in a letter, insert the token and then insert a new password/username.
Log in the site on the same page using your new password/username.
Question:
My country is not on the list of countries and I cannot place an order...
Answer:
Due to the pandemic situation caused by Covid-19 all over the world shipping to majority of countries was suspended by the postal service and you won't be able to selected the country as delivery destination.
If you have any other questions, do not hesitate to contact us
