Shipping and Returns
We offer free shipping to the destinations below when the specified order values are met:
- Mainland UK - free shipping for orders over £50
Express delivery is used for all UK orders. Your order should be with you in 1-2 days depending on where you live and what time you placed your order. Please note that our warehouse aims to dispatch orders by 5pm each day so it’s best to get your order in before 1pm for dispatch that same day.
Please note that the simple Express or Free shipping option doesn't include weekend deliveries.
Free UK shipping can take up to 2 working days, our current courier is DPD.
Please contact us within 3 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 any loss resulting from an incomplete or incorrect shipping address. Orders sent to an incorrect address can be held up for weeks and are sometimes irretrievable.
We are unable to ship certain products to the Channel Islands due to Brexit regulations.
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.
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 customs 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
- 02 Apr Good Friday
- 05 Apr Easter Monday
- 03 May Early May bank holiday
- 31 May Spring bank holiday
- 30 Aug Summer bank holiday
- 24 Dec Early close (Midday)
- 25 Dec Christmas Day
- 28 Dec Boxing Day
- 31 Dec Early close (Midday)
CANCELLATION, RETURNS & REFUND POLICY
Products that are purchased directly from this website 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. Please note products must be returned in their original packaging and in the same condition in which they were received. Opened packages are not eligible for return.
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 email our customer service team quoting the order number and the reason for the return. 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.
Please note cancellations and returns will be subject to a restocking fee.
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 Lemonpath Limited
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 our customer service team 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.