Frequently Asked Questions
WHERE AND HOW ARE ROSSANO FERRETTI PRODUCTS MADE?
We are proud that all our haircare products are conceived, formulated and manufactured in Italy (With the exception of some hairbrushes which may be part manufactured outside of Italy)
We use the best naturally derived ingredients in our products
We avoid the use of harsh chemicals:
NO Mineral Oils
DO YOU TEST ON ANIMALS?
We do NOT test any of our products or any of our ingredients on animals.
We do NOT sell any of our products in any countries that require animal testing
We have always been a Cruelty Free brand
DO YOU DONATE TO CHARITY?
Yes. As a company we have committed to donate 5% of our Net profits* to charity in our 2021 financial year.
*Rossano Ferretti Ltd Net profits after tax
HOW CAN I ORDER WHAT I WANT?
It’s really easy to order your products online. Click on the “add to bag” button when you find an item that you like. When you have finished shopping, just click on your bag (at the top of the page) to review your selection. Once you’re happy with your order, click the “PROCEED TO CHECKOUT” button and follow the instructions to complete your purchase.
HOW DO I KNOW MY ORDER HAS BEEN RECEIVED?
When you have ordered your products, a confirmation e-mail will be sent to you. Please keep this safe as it contains your order tracking number and details. Your order will be automatically processed and once the order has despatched you will receive another email confirming despatch and providing your tracking details. You can also log into your account to review your order status.
HOW DO I ORDER FOR DELIVERY OUTSIDE OF EUROPE?
It’s easy! Simply order online as we send products to most countries around the world.
Once you have chosen your products and clicked the ‘PROCEED TO CHECKOUT’ button on the shopping cart page you will be invited to add your shipping details. At this point the system will automatically calculate shipping and provide you with your final total.
If you are shipping to a different country or region than the the one you are ordering from, don’t worry as the checkout will automatically re-calculate your order to match the currency of the country you are shipping to, as well as adjusting any shipping charges and will then again provide you with a final total, this time in the currency of the shipping destination which may differ from the currency of the country you are ordering from.
You can then review your order again and the order is only confirmed once you choose your payment option and click the ‘PLACE ORDER’ button.
HOW CAN I PAY FOR MY PURCHASES?
We currently accept Visa, MasterCard, Maestro, Electron, JCB and Delta debit / credit and American Express cards. You can also pay by PayPal
We do not accept cash, personal cheques, money orders or cash on delivery
HOW MUCH IS DELIVERY?
The shipping charges are calculated at the checkout and are based on the shipping location for to the order and the value of the order.
We do offer Free delivery in the UK, EU countries and mainland USA when you spend over a certain amount and this will be calculated at the checkout.
Orders are typically processed within 2 -3 working days. Monday to Friday, excluding holidays. Orders placed on Saturdays or Sundays or during a holiday will be processed the following working day. Once orders have shipped we will email you a despatch confirmation which will provide your tracking details.
Once the orders have been process they will then be shipped and Shipping times vary based on the shipping location and the shipping option chosen at checkout.
For shipping address within the UK we aim to deliver within 2 working days from dispatch.
For shipping addresses within the EU we aim to delivery with 5 working days from dispatch.
For shipping addresses within mainland USA we aim to delivery with 5 working days from dispatch.
Working days are Monday to Friday and exclude Saturdays, Sundays and holidays.
We are not responsible for delivery delays outside of our control but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
Please be aware that deliveries outside the UK or mainland USA may be subject to customs, regulatory or legal restrictions. To comply with local legislation you or the shipping recipient may be required to pay additional taxes, fees or levies, import duty or formal customs entry may apply. We are unable to accept any responsibility for any charges incurred and are unable to offer any assistance or advice. We advise that you check with your local customs agent before placing an order. In the event you wish to return your Products to us, and local taxes have been imposed and paid in the country of delivery, you must request a refund of the customs duties and tax directly with your local customs office.
You (or the recipient of the Products if different) will be the importer for all international deliveries of the Products. Therefore, before placing an order, it is your responsibility to check that any Products ordered comply with country, state and/or federal government regulations, and that there are no local requirements or restrictions which may affect receipt of your order.
RETURNS / EXCHANGES
Your satisfaction is important to us! We have a 14 day returns policy within the UK, Europe and mainland USA and a 7 day returns policy for the rest of the world.
To qualify for an exchange or refund, the products must be returned as supplied, unopened and unused, and in a resalable condition with the cellophane intact. If the products are returned and appear to have been opened, used or tampered with in any way then we will be unable to process any refund or approve any exchange.
It is your responsibility to return the products to us and we can not process refunds or exchanges until we have received the goods. We suggest if you are returning goods that you do so using a tracked courier service.
We apologise if on a very rare occasion the products delivered are faulty or incorrect. In this instance, please contact our Customer Care team by email, who will arrange to replace your products free of charge or provide a refund on your order. (Refunds can take 7-10 working days)
If you need to exchange or return any items or arrange a refund, please contact our customer service team at:
Office hours 9am to 5pm Monday to Friday ( Central European Time)