Shipping and Returns
The Courier service we use take between 1-2 working days, this time can vary depending on where you are located in New Zealand especially Rural Deliveries.
Regardless we do our best to get your order to you as quick as possible.
Please note that our courier aims to collect our orders by 10:30am each day so it's best to get your order in before 10am for dispatch that same day. Please see the section 'New Zealand Holidays and warehouse closures' below.
Please contact us via the 'contact us' form 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 loss resulting from incomplete or incorrect shipping addresses. Orders sent to incorrect address can be held up for weeks and are sometimes irretrievable.
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.
We only ship domestically within New Zealand.
Please see the international shipping please go to our international WHERE TO BUY page
New Zealand Holidays and warehouse closures
Our warehouse operates Monday to Friday 9am to 4pm Auckland time except for the following dates:
- 1 Jan New Year's Day
- 2 Jan New Year Holiday
- 28 Jan Auckland Anniversary Day
- 6 Feb Waitangi Day
- 19 Apr Good Friday
- 22 Apr Easter Monday
- 25 Apr Anzac Day
- 3 Jun Queen's Birthday
- 28 Oct Labour Day
- Closed Sat 23/12 - Tue 1/1/2019
CANCELLATION, RETURNS & REFUND POLICY
Products that are purchased directly from this web site by an end-user may be returned by you providing it is received at our return address within fourteen (14) 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, 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 Returns
Order [insert order number]
8 Rona Avenue
Please note that you are responsible for getting the product to us, so please ensure that you get proof of postage, or tracked delivery and sufficient insurance so that you can make a claim against your delivery agent 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.