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To place orders through our shop, customers must be at least 18 years of age.
We treat customer confidentiality with the upmost importance and therefore ensure a fully discreet service. All products are shipped in a brown box or plastic mailing bag depending on the item, with absolutely no indication as to the contents or who the sender is. If the customer prefers that no feedback be left for a transaction, they can inform us at the checkout by adding a note.
Payment via PayPal is preferred but we also accept cheque or postal order. If the customer decides to pay by Cheque or Postal Order, they should make it payable to ‘Rosina Romance’
We post 5 days a week Monday to Friday (excluding public holidays). In special circumstances we may be able to post on a Saturday, but only up until 11.30am – ask for details.
If the customer requires a next day delivery service then the order and cleared payment must be received by 1pm. Please contact us should it be later than this time as we may still be able to process the order for the required date.
As part of our commitment to customer discretion, we have selected an alternative business name to prevent any awkward moments should the customer wish to return an order. All returning orders should be addressed to ‘RR Trading’.
Occasionally our customers fail to pick up their order from the local depot once the initial delivery attempt has been made. After around a week the parcel is shipped back to us. We will then attempt to cancel the order via eBid, and we will process a refund. A redelivery charge will be applicable to dispatch the goods back out for collection failure.
Our team will handle claims for missing or damaged goods during the delivery process to the customer. Please be aware that we’re unable to lodge a claim for UK lost parcels until 14 or more working days have past (Mon - Sat), from when the item was due to be delivered. We’ll happily despatch another item free of charge but we’re unable to do so prior to this time. If the customer requires a replacement prior to 14 days, then it will be necessary to make further payment. Once 14 days have passed, the customer will be reimbursed with the cost of the initial order if it has still not been received. As part of the compensation process, our customer may be contacted by our selected delivery agent. We're unable to lodge International loss claims until after 20 working days (Mon – Sat) for items going to Europe and after 25 working days for Rest of the World.
Feedback is important to us and we strive to achieve the highest possible standards. However, in the unlikely event that you are dissatisfied with the service or order you received, then please do not hesitate to contact us and necessary steps will be taken to try and resolve your issue.
Under the Consumer Protection (Distance Selling) Regulations 2000, the customer has the right to change their mind and cancel an order within 14 working days, commencing the day after they received the order. This entitles them to a full refund, including initial postage. Distance Selling Regulations do not apply to internet auctions/sale items and therefore returns of such items will be at our discretion. If for any reason the customer is unhappy with their purchase, they can return it to us in its original condition within 14 days of cancellation. The customer is responsible for the return postage & claims for missing parcels and any subsequent damage to returned items; we cannot be accountable for such occurrences. We will only refund the delivery charge if the whole order is cancelled, the customer should notify us of this if they cancel. If the customer only returns part of their order for exchange / refund, we will not refund the delivery charge.
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The goods must not be used. If the customer chooses to return an item and we find it has been used, overly handled or not in perfect condition i.e. how it was sent, then health & hygiene regulations restrict us offering an exchange or refund. The item will then only be returned to the customer at their expense. Please respect our assessment of the goods, this decision is non-negotiable. (Give consideration to this before requesting to return an item)
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The goods must be unopened (with any heat seals and additional wrap still intact) and we will issue a full refund or exchange as per the customer’s request.
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Goods that are heat sealed in a box and have been opened are non-refundable and non-exchangeable. (opening such boxes will be considered as breach of the hygiene seal)
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If goods are despatched with additional shrink wrap and this is removed then the product will be deemed as non-refundable and non-exchangeable. (removal of additional shrink wrap will be considered as a breach of the hygiene seal)
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Videos/DVD’s, Books & Magazines are non-refundable and non-exchangeable
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We are unable to exchange goods that are not damaged or defective after 14 days.
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If it is deemed that the customer has caused damage directly to the product or is faulty due to misuse then we reserve the right to refuse an exchange or refund.
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If the customer needs to try on items with a crotch area, then they are kindly requested to use an undergarment or a protective layer. Soiled garments will not be accepted and a redelivery charge will apply to return the goods back.
In the interest of Health & Hygiene we're restricted to what we're able to do with respect of returning intimate items of clothing. However, should you wish to try on any items and it doesn’t feel right or not as you would have expected, then please return the item in the condition you received it and we will be able to offer a refund or exchange.
If a customer returns an unwanted item that was paid for by postal order we will deduct the cost incurred to us for a refund postal order and 1st class recorded delivery charge from the refund amount. If they require a refund if payment was made by cheque then we will deduct 1st class recorded delivery charge from their refund amount. Paying via PayPal ensures these charges are not applied should you wish to return an unwanted item.
We appreciate that at times a product may develop a fault after it has been used and the cooling off period passed. An exchange will be available if the product is returned within a reasonable time (usually 3 Months for items of clothing) and certain conditions have been met. Upon receipt of the item it will be checked for the reported issue, potential misuse and wear & tear (damage that will naturally and inevitably occur as a result of normal wear or aging) that may have caused the fault. If the item is faulty due to misuse or general wear & tear, we will be unable to issue a replacement for free. If you wish to have the product returned to you (if we suspect misuse or normal wear & tear), redelivery charges apply. Although we will cover all faulty return costs / redelivery charges within the cooling off period (subject to conditions), after this time the customer will be required to pay the postage to return it to us. If the customer qualifies for a replacement item, we will despatch with no additional cost.
If we send the customer an incorrect product or the order is wrong – The customer should notify us ASAP and we’ll send them an appropriate returns address.
If a customer requires an unwanted product exchange then they will be responsible for the cost of postage in both directions (i.e. the cost of the unwanted product back to us and the replacement product back to the customer). Once we have received the item, it will be checked and upon confirmation that it meets returns requirements we shall then contact the customer to request the postage charge to despatch the replacement.
We recommend, for additional piece of mind, that the customer selects a recorded signed for service and appropriate insurance (should the item go missing). A tracking number will be provided which can be checked online for confirmation that the goods have arrived safely with us.
Where agreed we will refund the cost of incurred postage in certain circumstances, but this will only be the basic cost and will not include payments for additional services i.e. Recorded Signed-For or insurance.
Returning an unwanted/faulty product
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Please notify us by via eBid if you wish to return your item(s), including reasons why and subsequent action required.
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Please print & enclose the order details page or a note.
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Ensure the package is securely wrapped and return the item.
We will contact the customer when we have processed their return.
We can be contacted throughout the day and a member of staff is usually available until around midnight. With the provision of these hours, it means we can offer the best service possible to our visitors & customers. We’re generally just a click away and aim to respond to all queries within the hour.
eBid like to ensure a safe trading environment and as such will only allow contact to be made between users via individual auction pages. You are requested to browse to the live or closed auction product page that you wish to contact the Seller about and here will find a Question & Answer facility. Simply add your question and we will reply as soon as possible.
Your business is important to us, so we would love to hear from you if you have a query not currently addressed.
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