Frequently asked questions (FAQ)

How long does delivery take?

• Order cutoff time: 2:00 PM (GMT) Greenwich Mean Time. Orders placed after this time will be processed the next business day, which may add an extra day to the delivery estimate.
• Order handling time: 1 to 2 business days (Monday to Friday). Once your order is processed, it will be shipped by one of our trusted carriers.
• Transit time: 6 to 8 business days (Monday to Friday).
• Estimated delivery time: 7 to 10 business days.

At Western Rosa, we are committed to sustainability and the environment. Rather than shipping small, individual orders daily, we collect orders and ship them in bulk once a minimum threshold is met. This approach reduces our environmental impact, and we appreciate your understanding as we work together for a healthier planet.

What are your return policies?
If you wish to return an order—whether because it’s not what you expected or for another reason—you have the right to cancel your order within 14 days of receipt without providing a reason.

After cancellation, you have another 14 days to return the product. Once the item is received in good condition, we will refund your full order amount, including initial shipping costs. Please note that the return shipping costs from your home to our warehouse are your responsibility. These costs vary depending on the product and carrier; you can check exact rates with your shipping provider.

To start a return, contact us at support@westernrosa.com. We will process your refund within 14 days of receiving your returned item, provided it’s in good condition.

If the product is damaged or shows signs of excessive use beyond what’s necessary to assess it, we may deduct the depreciation from your refund. Please handle the product with care and ensure it’s securely packaged when returning.

What if I receive the wrong product?
If you receive incorrect, missing, or defective items, please contact us within 7 days of receipt. Provide your order number, photos of the items, and any relevant details. We’ll work to resolve your issue promptly.

Is my online order secure?
Yes. When placing an online order with a credit card, your details are entered on an SSL-encrypted website and transmitted securely to our payment processor for authorization. We do not store your credit card information on our servers.

How much are the shipping costs?
We currently offer free standard shipping to customers in the Netherlands as a special service.

Where is my package?
Once your package is handed over to our shipping partner, you’ll receive a tracking notification. If your order is shipped in multiple parcels, you’ll receive a tracking number for each shipment.

Why isn’t my tracking number working?
It may take 1-2 business days for the carrier to update the tracking information. We appreciate your patience and understanding.

Can I exchange an item?
Of course! Contact us at support@westernrosa.com, and we’ll assist you with the exchange process. Please note that you are responsible for the return shipping costs.

What if I entered the wrong shipping address?
If you’ve entered an incorrect shipping address, contact us immediately at support@westernrosa.com. We’ll do our best to update your order before it ships.

Contact Us

For further inquiries, feel free to get in touch with us anytime.

Company Name: Western Rosa
Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Email: support@westernrosa.com
Phone Number: +44 7341570040

Business Hours: Monday to Friday: 9:00 am - 5:00 pm (GMT)

Response Time: We will respond within 24 hours.