Delivery & Returns
SHIPPING & DELIVERY
Delivery charges are always carried by the customer unless specifically stated otherwise on the quote.
ROSALEE’S make use of the following shipping options:
- Postnet Courier (PostNet2PostNet) at R100 per order. This rate applies to parcels up to 5kg. Postnet calculates the size of a parcel on either physical or volumetric weight, whichever is the greatest. An additional R20 is added for each kilogram in excess of 5kg. Delivery will take place between 2 to 3 working days. Please allow an extra day for outlying areas.
- Courier (The Courier Guy) at approximately R115 per order. This rate applies to parcels up to 15kg.
- Collection of Goods – Goods may be collected from our premises if arranged prior to collection. It is however, our policy to have the goods delivered and this option will only apply in exceptional circumstances.
Volumetric weight is calculated by multiplying the length, breadth and height (in centimetres) and dividing this by the applicable volumetric conversion factor which is 5000.
If you are not sure which delivery option will apply to your purchase, please contact us for a separate quotation. Shipping / Delivery cost must be settled in full before delivery will take place.
As printing and wooden products often results in heavy shipments, ROSALEE’S reserves the right to choose the specific service depending on the area and size of parcel.
Please make sure that you provide the correct shipping details and are reachable on the delivery date. ROSALEE’S will not be held liable for failure to deliver your products due to incorrect shipping details provided by you or failed delivery on customer’s part where the customer is non reachable at the provided address after two delivery attempts.
It is the responsibility of the customer to inspect the condition of cartons/parcels delivered as well as verify the number of parcels delivered with the number indicated on the waybill. In the event of parcels delivered in damaged condition, the customer should either refuse to accept delivery, or make a clear note in pen stating ‘Parcel damaged – contents not checked’ and notify ROSALEE’S of such damages within 24 hours. ROSALEE’S shall not take responsibility for parcel shortages or damages not indicated by the customer.
Whilst courier services contracted by ROSALEE’S do boast a good track record for timeous delivery services, allowance must be made for unforeseen circumstances (hijacking of vehicle, breakdowns, weather conditions etc.). Any delayed delivery by a third-party courier shall not be considered non-delivery by ROSALEE’S, and shall not constitute grounds for cancellation of orders.
CANCELLATIONS AND/OR RETURNS
At ROSALEE’s, we want you to be 100% satisfied with your order. If you are unsatisfied in any way, please contact us.
Cancellations:
All orders where deposits have been paid shall be considered fixed orders and non-cancellable. Refunds for cancellation shall be at the sole discretion of ROSALEE’s and a 25% administration fee may apply for time spent or resources used in the event of any refund.
Returns of Off-the-shelf / Standard products:
Off-the-shelf products (not customised products) that you are not 100% satisfy with, may be returned. Please notify us within 2 working days after receiving your order by mailing louis@rosalees.co.za. Please quote your order number which you will find on your order confirmation email and your full name. Please explain the reason why you want to send your item(s) back. If an item is faulty, please provide full details. Please explain the problem or defect and include photographs, if possible, so that we may best assist you.
Returns of Custom products:
For all custom designed, and made to order products, we will go through an approval and revision process to ensure that you are completely satisfied with all aspects of the design before going into production. You are responsible for checking the colours, spelling and grammar before approval. Once we have your approval, we will proceed with production. Custom designed and made to order products therefore cannot be returned. In the unlikely event that your products do not match the approved proofs, please notify us within 2 working days by e-mailing louis@rosalees.co.za. Please quote your order number which you will find on your order confirmation email and your full name. Please explain the problem and include any photographs if possible so that we may best assist you.
Cancellations by ROSALEE’s:
ROSALEE’S reserve the right to cancel orders without any prior notice or reason. In the event that we’ve cancelled an order and payment has already been made, you will receive a full refund of the value paid. The refund will be paid via electronic funds transfer (EFT) into a bank account of your choice within 5 working days after the cancellation.
Faulty products:
Goods are classified as faulty if they are received damaged. Please report any shortages or damages within 2 working days by e-mailing louis@rosalees.co.za. Please explain the problem and include photographs, if possible, so that we may best assist you. Replacements can only be made once we have determined that there was a product defect or damage caused during transit. If you did receive a faulty item, we will arrange a pick up of this item free of charge and arrange for a replacement to be sent or a refund to be processed.
HOW TO RETURN:
Please mail us at louis@rosalees.co.za within 24 hours. Please quote your order number, full name and contact number. Please explain the problem and include any photographs if possible so that we may best assist you.
The customer is responsible for the shipping cost (except in the case of faulty items). We will arrange this on your behalf and will deduct the amount from your refund.
All items must be returned in the condition that you received it, with all tags still attached and box packaging included where applicable. The item must be unassembled and unused and in a sellable condition. Please pack the item including all packaging you received the item with (bubble wrap, carton, etc.). Please post back to the following address: Sharalumbi Estate no 95, Farm Buffelsvley, Lydenburg, 1120. You will receive an email confirming that we have received your return and that you have been credited. All returns will be credited in the form of a voucher to use on our on-line store.