Reporting any errors

Rosina & Albert Products

All errors must be reported within two days of receiving your order.

We need your full name and address, order number, date of order and the name of the person who packed your order. We will pull up your order and account and check the weight of your parcel before then fixing the error. We monitor all errors diligently and will speak to the person who packed your order. We will ship to you normally the same weekday or the day after you have reported any mistakes.

Delivery

Please note that next day is not a guaranteed service. Delivery is free on some orders – see at the checkout.

Our couriers issue you with a tracking number to track your delivery. Please note that once it has left our distribution unit it is your responsibility to track.

There may be a charge by the carrier if the order cannot be delivered.

If your order arrives damaged, you must notify us at [email protected] within two days so that we can arrange a replacement order and the collection of your damaged goods.

You must contact us advising us of your order number, date of order, your user name and details of what you are returning and what you would like sending back. We cannot be held responsible if we do not receive your returned items.

Inside your returns parcel you must enclose your order number, your full name and address for returns and details of what you require. If any details are missing, our distribution team cannot complete your swaps for you.

 

Cancellation/Refunds

If we receive poorly returned products and they are damaged, we cannot accept them and we will return them to you. There must be a very good reason for a refund to take place, so please contact us with all relevant details. Any postage charges incurred when returning products to us must be paid by you, the client. If we resend items out to you, we will pay the postage. Any returns must be notified within two days of delivery.