SHIPPING POLICY

Effective Date: 29 July 2026

At House Of Rosetta, we believe luxury extends beyond the products we offer—it includes the care taken in delivering every order safely to your doorstep.

Every order is carefully prepared, quality checked, and packaged before dispatch to ensure it arrives in excellent condition.

This Shipping Policy explains how we process, ship, and deliver your orders.

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ORDER PROCESSING

All orders are processed once payment has been successfully received and confirmed.

Our standard processing time is:

1–2 Business Days

During busy promotional periods, holidays, or product launches, processing times may occasionally be slightly longer.

Orders placed on weekends or public holidays begin processing on the next business day.

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DELIVERY TIME

House Of Rosetta currently delivers throughout South Africa.

Estimated delivery time:

6–13 Business Days

Please note that these are estimated delivery times and are not guaranteed delivery dates.

Although most orders arrive much sooner, delivery times may vary depending on:

• Your delivery location
• Courier network capacity
• Weather conditions
• Public holidays
• Customs or transportation delays
• Other unforeseen circumstances beyond our control

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SHIPPING COSTS

We proudly offer:

FREE Standard Shipping on all orders within South Africa.

There are no shipping charges added during checkout.

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ORDER TRACKING

Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking information (where available).

You may use the tracking link provided to monitor your parcel's journey.

Please allow up to 48 hours after dispatch for tracking information to become active.

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MULTIPLE ITEMS

To ensure faster delivery, some orders containing multiple items may be shipped separately.

If this occurs:

• You will not be charged additional shipping fees.
• Each parcel may receive its own tracking number.
• Your items may arrive on different days.

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DELIVERY DELAYS

While we work closely with trusted logistics partners, occasional delays may occur.

Delays may be caused by circumstances including but not limited to:

• Severe weather
• Public holidays
• High courier volumes
• Customs inspections
• Transportation disruptions
• Operational delays
• Force majeure events

Should your order experience an unexpected delay, our Customer Care team will gladly assist by communicating with our logistics partners on your behalf.

Please note that shipping delays alone do not automatically qualify for refunds or compensation.

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INCORRECT SHIPPING INFORMATION

Customers are responsible for ensuring that all delivery information provided during checkout is complete and accurate.

This includes:

• Full name
• Street address
• Apartment or unit number (if applicable)
• Postal code
• Contact number
• Email address

House Of Rosetta cannot be held responsible for delivery failures caused by:

• Incorrect addresses
• Incomplete addresses
• Invalid postal codes
• Refused deliveries
• Failure to collect parcels
• Inability to contact the recipient

If a parcel is returned to us due to incorrect customer information, additional shipping charges may apply before the order can be resent.

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FAILED DELIVERIES

If delivery cannot be completed because of circumstances within the customer's control, such as:

• Incorrect address
• Recipient unavailable
• Delivery refusal
• Failure to respond to courier communication

House Of Rosetta reserves the right to charge additional shipping costs for any re-delivery request.

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LOST SHIPMENTS

Although extremely rare, parcels may occasionally become lost during transit.

If your shipment appears unusually delayed or tracking has stopped updating, please contact our Customer Care team.

We'll immediately begin an investigation with the courier.

If the shipment is officially confirmed as lost by the shipping carrier, we'll gladly:

• Send a replacement at no additional cost; or
• Issue a full refund.

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DELIVERED BUT NOT RECEIVED

If your tracking information indicates that your parcel has been successfully delivered, but you believe you have not received it, please:

• Check with members of your household.
• Check with neighbours.
• Check with your property's security or reception.
• Contact the courier using the delivery information provided.

If further assistance is required, House Of Rosetta will gladly help facilitate communication with the courier.

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CUSTOMS & IMPORT CHARGES

Where applicable, customers are responsible for any customs duties, taxes, or import charges imposed by local authorities.

Failure to cooperate with customs authorities may result in delays, returns, or destruction of the parcel.

House Of Rosetta cannot be held responsible for orders affected by customs regulations beyond our control.

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ORDER CANCELLATIONS

Orders may only be cancelled before they have been dispatched.

Once an order has entered the fulfilment process or has been shipped, cancellation is unfortunately no longer possible.

If you wish to cancel an order, please contact us as soon as possible and we will do our best to assist.

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FORCE MAJEURE

House Of Rosetta shall not be liable for delays or failure to deliver caused by circumstances beyond our reasonable control, including but not limited to:

• Natural disasters
• Floods
• Fires
• Epidemics or pandemics
• Government restrictions
• Labour strikes
• Transportation interruptions
• Customs inspections
• War or civil unrest
• Other force majeure events

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CUSTOMER CARE

If you have any questions regarding your shipment, we're always happy to help.

House Of Rosetta Customer Care

Email:
support@houseofrosetta.store

Business Hours:

Monday – Friday
09:00 – 17:00
South African Standard Time (SAST)

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Last Updated: 29 July 2026