Shipping and Returns
Free UK is avaiable when your order value is over £50 and is sent Express.
We can ship to virtually any address in the world. Please note that there are restrictions on some products, and some products cannot be shipped to international destinations. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page.
All our UK orders will be sent Express shipping and will take between 1-2 working days to arrive with you depending on where you live and what time you placed your order. Please note that our warehouse aims to despatch orders by 5pm each day so it's best to get your order in before 4:30pm for despatch that same day. Please see the section UK holidays an warehouse closures. We currently use the UK Mail for most deliveries depending on delivery requirements and timings, they will use DHL as the courier provider.
Please note that the Express option does not deliver on the weekend unless 'Saturday delivery' specifically selected.
Please contact us within 4 working days from the date you placed your order if it has not arrived. Failure to notify Rosita Real Foods within this period will result in you losing the ability to claim for reimbursement.
Rosita Real Foods cannot be held responsible for loss resulting from incomplete or incorrect shipping addresses. Orders sent to incorrect address can be held up for weeks and are sometimes irretrievable.
Customers in the Channel Islands should select their own island rather than choosing the UK in order to avoid postage costs.
Rosita Real Foods cannot be held responsible for packages lost in the post if standard shipping is selected. We recommend that you select Express delivery, as these deliveries are sent via courier, giving you protection in the event of loss in the post.
If your order arrives incomplete, you must contact Rosita Real Foods within 24 hours in order to have the missing or damaged item replaced. We will also require you to email us photos of the damaged item and packaging. If a package arrives damaged, please note this with the driver at the time of delivery.
If you need to change your delivery address after placing your order, there may be a redirection charge by the carrier to re-route and deliver your item.
Separate charges for shipping and handling may be shown on our invoice(s). Unless you provide us with a valid and correct tax exemption certificate applicable to the product ship-to location prior to our acceptance of the order, you are responsible for sales and all other taxes associated with the order, however designated. If applicable, a separate charge for taxes will be shown on our invoice. By default, all pre-orders will ship within 30 days of purchase.
We do our best to offer cost effective shipping for you however International shipping can take considerably longer than domestic shipping.
Please contact us if you require an urgent overseas delivery and we can price up some delivery options for you (along with a delivery time-frame estimate).
Rosita Real Foods cannot be held responsible for loss resulting in shipping delays outside of our control.
Please ensure that the products you are purchasing may be imported into your country. Rosita Real Foods cannot be held responsible for products that are delayed, held for import duty or seized due to your country's customs restrictions. Note that you are responsible for the payment of any taxes, duties and other costs associated with customer clearance within your country.
UK Holidays and warehouse closures
Our warehouse operates Monday to Friday 8am to 5pm UK time except for the following dates:
- 01 Jan New Year’s Day
- 19 Apr Good Friday
- 22 Apr Easter Monday
- 06 May Early May bank holiday
- 27 May Spring bank holiday
- 26 Aug Summer bank holiday
- 24 Dec Early close (Midday)
- 25 Dec Christmas Day
- 26 Dec Boxing Day
- 31 Dec Early close (Midday)
CANCELLATION, RETURNS & REFUND POLICY
Products that are purchased directly from this web site by an end-user may be returned by you within thirty (30) days of the date of purchase for a full refund less shipping and handling. Opened packages are not eligible for return. DVDs/books that have been opened cannot be returned.
We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within 3 working days of us receiving your package with the item/s being in a re-sellable condition, however, in many cases you will receive a refund more quickly. In some circumstances there may be an additional delay depending on the time it takes your bank to process our refund request.
If you need to return an item, please send us a message using the contact us page quoting the order number and the reason for the return along with the best way of contacting you. The order number is available from the ‘My Account' section once you are logged in to the website. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Refunds for unclaimed or undeliverable items may be subject to a return fee determined by the carrier, refunds will have this return fee deducted out of the refund amount.
OUR RETURNS ADDRESS IS:
Rosita Real Foods c/o UCS
Unit 3, Bracknell Business Centre,
Please note that you are responsible for getting the product to us, so please ensure that you get proof of postage, or tracked delivery so that you can make a claim in the event of a loss. Please also ensure that you use adequate packaging to prevent damage in transit.
If you wish to cancel an order please contact us by the contact us as soon as possible. Our warehouse is very efficient and will attempt to dispatch items very quickly. If the order has already been sent out you may be liable for the returned shipping costs should you choose to return the order.