GENERAL INFORMATION ON COSTS BY AREAS AND ORDERS
After placing the order, we will contact you to verify it. We ship from Monday to Friday, some of our products can be shipped the same day as the order, otherwise it will be done the next day.
Exchange and Guarantee Policy
We do not accept returns that have to do with the handling of the product or expiration, only
for failures in quality that are verified.
OUR CAKES ARE CUSTOMIZABLE:ask how we are changing the way we give gifts, souvenirs and more.
The cost of shipments may vary depending on the area.
Shipments are made nationwide, only in Colombia.
The shipping cost is independent of the weight as such, it depends on the area. Regarding free shipping, it depends on the value purchased to access free shipping benefits depending on the zone.
When placing your order, enter your department and postal code to calculate the shipping rate.
You must buy more than a certain amount in products to access free shipping according to your area.
The delivery time of the products is approximately 3 to 7 business days for the cities of Bogotá, Itagüí and the metropolitan area of Medellín, 4 to 7 business days for other main cities and up to 6 to 10 business days for other destinations rural and intermediate cities.
The delivery promise agreed by us begins to run from the approval of the order, which is notified via email.
CONCERNS AND QUESTIONS
I did not receive my order or it was incomplete/defective. What can I do?
If you did not receive your order within the stipulated period, or it did not arrive in full, we ask that you please contact us, you can communicate by the following means:
- The Customer Service line and WhatsApp at +57 3185851868, from Monday to Thursday from 9:00 am to 4:00 pm. We will need your order number, email, identity card and other data associated with the account or email with which the order was made.
- Through our email firstname.lastname@example.org
- In our online store in the 'Contact us' form
- Through our online store, in the customer service chat
I want to change the delivery address
Changes in the delivery address must be made within a period of no more than 36 hours after the order has been placed in order not to incur additional costs, otherwise they will be subject to charges by the carrier if it defines it. In case of address changes, the delivery promise will be restarted from that moment and upon its respective confirmation by LA ROSA.
To change the delivery address of your order and take your request, we ask that you please contact:
- The Customer Service line and WhatsApp at +57 3185851868, from Monday to Thursday from 9:00 am to 4:00 pm. We will need your order number and other information.
- Through our email email@example.com
Why does my order have an additional delivery time?
For orders dispatched directly by our suppliers, delivery times vary and have additional delivery time. To the products that this additional delivery applies to, they are duly marked and indicated directly on the product description page.
What happens if I am absent at the time of delivery?
Whoever receives the order at the address provided must be a person of legal age. If you want your order to be delivered to the door or name of another person, you must express it in this way in the comments or observations of the order, and/or notify us through the chat or the Customer Service lines, at the time of making the order.
If the person who placed the order is absent at the time of delivery and did not previously notify that we had to deliver to a third party, leave it at the gate or reception, the user will be called to verify if it can be delivered or left at the gate/reception or Re-schedule a delivery with the respective charge or penalty if necessary.
If you do not answer, the order will be returned to the distribution center and you will have a second opportunity to reschedule the delivery. On the third attempt of not being able to communicate with the customer, the carrier will return the order to LA ROSA and to reschedule the delivery, the shipping costs will have to be assumed again. In the event that the Free Shipping benefit has been accessed, the third delivery attempt must be paid by the customer.
What should I take into account when receiving my order?
Always try to have the details of your order at hand, be present in the stipulated place when making the purchase and be aware of your contact channels.
Also remember that under no circumstances, our domiciliary or carriers or anyone from the shipping team should receive payments from you.
You must check the packaging very well and verify that they are in perfect condition in the company of the transporter before signing the guide. In case of evidence of a fault in the packaging, do not receive the product or sign the guide, if you sign without reviewing, you will lose this right to the claim.
In case of finding faults or inconveniences with the product, you can start the claim process, which may end with replacement of the product, we never usually return cash or money by any means.
To establish a claim that is valid you must keep the packaging, as we will later need to validate the lot numbers and references.
Note that you must contact the Customer Service line 318-585-1868 within 24 hours of delivery, where you must provide complete and clear information, the advisor will request photographic evidence of the packaging and the product where You will have a maximum of 7 calendar days to send the photos; otherwise the claim will not be accepted.
For more information write to us at firstname.lastname@example.org