Rose Crosby delivery services are provided according to precalculated rates and spot quotes given by a network of valued shipping partners. All quotes are given in accordance with the specified size and weight (volumetric weight) of each item purchased and the final shipping address. Custom items will be given custom quotes to accommodate the order, and clients can request spot quotes prior to purchase.
Rose Crosby offers worldwide delivery services on all products. Cost of shipping is most commonly provided at checkout. For items of exceptional weight, size or fragility, custom quotes will be provided upon request. Spot quotes can also be requested for any furniture or lighting item.
Due to the extended delivery window for made to order products and the ongoing impact of the pandemic on global shipping rates, should shipping pricing increase beyond the original quoted price, Rose Crosby reserves the right to request further payment to compensate for the higher amount. Documentation proof will be provided upon request.
Once an order has been placed and shipping has been paid for, delivery addresses are not eligible to be changed. Shipping quotes are determined by the volumetric weight of an item, origin and destination. Change of delivery address at any point would render the original quote null and void, and Rose Crosby would not be responsible for any additional shipping fees or logistical complications attributable to this.
Amendments to shipping may only be made by Rose Crosby. Changes otherwise made shifts all delivery and product liability to the client. Should the occurrence of lost, damaged, stolen, or misplaced goods or otherwise problematic situations occur in the circumstances that changes to delivery were made outside the express knowledge and approval of Rose Crosby, Rose Crosby will hold zero liability to retrieve, recover, or compensate for the product(s) in any way.
Filing a Claim
All orders must be thoroughly inspected upon receipt by the client, whereupon the client has 48 hours to bring any defects, damage, or any additional reason the product does not align with client expectation, to the attention of Rose Crosby. The client holds sole responsibility to ensure the receipt of goods in perfect, working condition upon delivery and to conduct a full inspection ensuring standards are met. No exceptions will be made for claims received beyond 48 hours after the timestamp for delivery provided by the shipping agent. This includes deliveries made to warehouses, storage facilities and items that have been delivered by the shipping courier but are deemed unreceived by the client.
In the unlikely event that a product or delivery claim must be made, for incorrect, faulty, damaged good(s) or otherwise, the following protocol must be followed exactly:
- Photo evidence from the unpackaging process – before, during and after – must be provided. This includes but is not limited to: the packaging itself with the crate, cardboard, boxes, etc., and any further packaging material, several angles of the product itself including zoomed in, a full view of the product, what is found faulty, and anything further providing evidence for the claim
- Goods must remain in the original packaging during the entirety of the claim. The product will be expected to be returned in exceptional condition for inspection
- An explanation of the circumstances must be provided. This includes but is not limited to: Who retrieved the package, who did the unpackaging, in what circumstances the product was unpacked, why client is requesting a return
Failure to provide requisite information could result in limited recourse on behalf of Rose Crosby.
Damaged Goods Return Processing
In the extenuating circumstances that an order should arrive damaged, the above instructions in Delivery Claims must first and foremost be followed. Once confirmation is received by Rose Crosby that an item is eligible for refund, the item must be returned to the address provided. Due to limited access, shipments must be sent to the return address as requested. The item will then be taken for inspection and confirmation. Should the item meet the necessary qualifications to receive a refund in full, Rose Crosby will remunerate shipping costs as well as the costs of the goods to the client. If Rose Crosby deems that the product is not eligible for refund, the client will be liable in full for all associated costs and will not receive any form of compensation.
Customer’s Own Delivery (COD)
Clients may pursue personal shipping arrangements directly from the vendor. In this case, liability will be placed on the client in its entirety upon pickup by the chosen delivery partner at the point of origin. Rose Crosby must be notified of this decision prior to finalisation of order placement to ensure full accommodations can be made. Any error in shipment, logistical complications or damage of goods will be the sole responsibility of the client.
Lead Times and Delivery
Delivery is subject to the lead time of purchased goods. Lead times inform the client of the duration from order placement to the completion of manufacturing. Once an order has been fulfilled and prepared for shipping, items will be retrieved by the agreed upon delivery provider. Delivery of good(s) occurs approximately one week after shipment. All lead times are implemented according to the stipulations of the designer. On rare occasions, for reasons beyond the control of Rose Crosby, delays may occur. In such circumstances, ongoing notifications and accommodations will be made to the greatest degree possible. Rose Crosby is not liable for such delays and cannot be held responsible for financial restitution in the case of delinquencies.
Cost of Delivery
Cost of delivery is calculated at checkout according to volumetric weight, origin of shipment and delivery destination for furniture and lighting. Objects have designated flat shipping rates according to destination. Items of exceeding weight, size, or fragility require a pro forma invoice, sent upon request.
Two methods of shipping are offered to clients purchasing items of sizeable weight, size and fragility. Default delivery is standard door-to-door shipping, requiring the recipient to retrieve, unpackage, and assemble all goods if and when necessary. It is the sole responsibility of the purchaser to notify Rose Crosby of unusual delivery conditions at the time of purchase in the case that specific arrangements need to be made preemptively. White Glove shipping is offered (limitations pending) for furniture and lighting items. This method facilitates a team to retrieve, unpack and install products purchased via White Glove services specifically and is recommended for specialty items.
Confirmation of Delivery
Rose Crosby closely monitors all orders to ensure safe and timely deliveries. Confirmation of delivery notifications are sent via email immediately upon arrival to ensure clients are duly informed. It is the express responsibility of the client to be aware of the delivery dates and times to receive shipments as ample notice is provided before and after delivery.
Tracking numbers are sent to the provided email address upon shipment of goods. This number will provide end to end tracking updates unless a local courier has been employed under unique circumstances.
Customs and Duties
Items shipped internationally may be subject to duties and taxes implemented by the country of destination. These fees are to be borne by the customer and are outside the control of Rose Crosby. The total amount due is calculated by the order value and category of goods purchased, and is at the discretion of the customs authorities. Rose Crosby is unable to charge this at the time of purchase. The client will be notified directly in the case that customs and duties are due. Any customs and duties are requisite, non-refundable and are unable to be foregone under any circumstances. Cancellation of orders on account of these fees is not possible.
Rose Crosby strictly adheres to global shipping laws and regulations. While the majority of the Rose Crosby catalogue remains available for international delivery, some items are prohibited due to country restrictions. Limitations will also be enforced in the case of conflict and/or war zones.
Items delivered by the courier are not eligible as lost. Items qualifying as lost are specific and strictly limited to orders that have been lost in transit on behalf of the delivery company. In the extraordinary circumstance that this experience should occur, Rose Crosby would work to receive full reimbursement, with the option of placing a new order at the discretion of the client.