Shipping & Returns

 

Shipping

We appreciate how important it is to get your order delivered to you as soon as possible.

Rosa Macher will dispatch all goods no later than 24 hours of an order being received. Orders received by 10:30am on any working day, will be dispatched the same working day. Any orders received after 12:00pm, will be dispatched on the next working day. Orders received after 12:00pm on a Friday, on a Saturday or Sunday will be processed on the following Monday. Orders received on a bank holiday will be processed on the next working day.

Rosa Macher currently delivers to the following countries:
Australia, Austria, Belgium, Canada, Finland, France, Germany, Guernsey, Hong Kong, Iceland, Ireland, Israel, Italy, Japan, Jersey, Liechtenstein, Luxembourg, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Africa, Spain, Sweden, Switzerland, United Kingdom and United States.

If you would like to order something from Rosa Macher and we don’t currently ship to where you live, please get in touch and we will see what we can do.

All items are sent via DHL Express. Shipping costs will be automatically added at the Checkout. Rates are as follows:

UK Express: £10.00 - covering United Kingdom.
EU Express: £20.00 - covering Austria, Belgium, Finland, France, Germany, Guernsey, Ireland, Italy, Jersey, Luxembourg, Malta, Netherlands, Poland, Portugal, Spain and Sweden.
US Express : £25.00 - covering United States of America.
ROW Express: £40.00 - covering Canada, Hong Kong, Iceland, Israel, Japan, Liechtenstein, New Zealand, Norway, Singapore, South Africa and Switzerland.

Please note delivery to Non-EU countries can incur additional custom duties and value added taxes (VAT), which are not included in the price and shipping cost listed on our website. We are not responsible for covering these expenses.

Returns

Rosa Macher wants you to be completely happy with your purchase however we understand that from time to time you may wish to return something. We try to keep our returns policy as straight forward as possible.

Please unpack your purchases carefully and make sure you are happy before disposing of any packaging and labels. Failure to do so may result in us being unable to offer a refund, as products must be returned to us in their original and saleable condition. If your order arrives damaged please contact us ASAP on hello@rosamacher.com, so we can discuss a refund or exchange. Again please ensure you keep all original packaging. 
Please note that items that have been worn, damaged or used in any other way, cannot be returned. 

Sending items back to us
If you wish to return an item, please notify us by sending us an email at hello@rosamacher.com so we know to expect your return and fill out the returns form provided with your order. Please ensure to include it with your return and for your return to arrive with us no later than 14 days from when it was received by you. If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy.

If you wish to return your purchase(s) and receive a full refund, items must be returned to Rosa Macher at the address below within 14 days from when the item(s) were received by you, in original, unused, saleable condition and must contain the Returns Form supplied with your order, stating your order number. Rosa Macher reserves the right not to refund goods that are returned to us in less than perfect condition and/or without a reference or order number. We also reserve the right not to refund an item which is returned to us outside the 14 days returns period. All sale items (displaying a reduced price) can be returned for a credit note within 14 days of receiving the item(s). No refund will be offered in this instance. As such, the conditions laid out above regarding returns do not apply.

Return Address
Rosa Macher
Thorn Barn
Totnes
TQ9 7NF
UK

For all items, except where the item is deemed faulty, you will be required to arrange and pay for the return of the item(s) to us. We strongly advise that you obtain proof of postage, send items via registered post and have sufficient insurance to cover the cost of items being returned to us. Rosa Macher cannot accept responsibility for items that are lost or damaged in return transit to us. Please note that we send all items out by private courier, therefore we would expect them to be returned to us in the same in way, a cost you are liable for, so please do keep this in mind and ensure you are happy with such items and procedure before ordering. 

Faulty Items
Rosa Macher checks all items carefully before they are sent out and we expect them to arrive with you in the same condition as when we dispatched the items. In the unlikely event of having received a faulty item, please contact Rosa Macher ASAP at hello@rosamacher.com providing us with the item’s details as well as the damage that is visible. Faulty goods must be returned to Rosa Macher within 14 days of having been received by you.

Refunds

Please note that refunds to debit or credit cards normally appear within 10 working days.
Rosa Macher cannot be held responsible for any interest charges made by your credit card company while waiting for returns to be refunded to your card. Rosa Macher will refund all orders, including those placed overseas, in Sterling and as such cannot be held liable for any fluctuations in exchange rates and consequent loss of currency as a result. 
Rosa Macher is in no way liable for any customs charges made in recipients countries either when goods are being sent out from here or returned to us. The customer is completely responsible for these charges in all instances.