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 DOES SHIPPING WORK?
It’s easy! Simply order online as we send products to USA and CANADA from our warehouse in mainland USA.
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 the USA then your shipping cost is Free if you spend over $50. For Canada your shipping will be calculated at Checkout.
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.
Please note that for orders to CANADA only, final pricing does NOT include any customs fees or other charges which may be imposed by the authorities in Canada.
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 and Afterpay
We do not accept cash, personal cheques, money orders or cash on delivery
HOW MUCH IS DELIVERY?
We do offer Free delivery in mainland USA when you spend over $50.
The shipping charges for Canada are calculated at the checkout and exclude customs duties and associated fees that may be imposed by the authorities in Canada.
Orders are typically processed within 1-2 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 using UPS Ground, tracked. In mainland USA we aim to delivery with 2-5 working days from dispatch. In Canada within 4-7 working days.
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 of 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 deliveries of the Products outside of mainland USA. 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 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)
Please note for deliveries outside of mainland USA, we cannot refund costs associated with delivery for goods are returned due to your refusal to pay customs fees or other costs that may be imposed in your country.
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)