Delivery & Returns

Delivery
Free UK Delivery
UK Shipping Approximate Delivery Time
Free Standard UK Shipping 3-5 working days
Express UK Shipping 1-2 working days
UK Standard Parcel 2-3 working days

*These estimates are on the basis that orders are placed before 13:00 Monday-Friday and your products are in stock.

International Shipping
International Shipping Method Approximate Delivery Time
International Signed (Royal Mail) 10-12 working days
International Tracked and Signed (Royal Mail) 10-12 working days
International Parcel (DHL) 7-10 working days*

*These estimates are on the basis that orders are placed before 13:00 Monday-Friday and your products are in stock. Please note that delivery times can vary depending on country, and may be subject to delays arising from customs clearance or your local carrier. 

Customers outside of the United Kingdom may be subject to customs fees and/or import duties and taxes, which are levied once the order reaches the destination country. We are unable to cover any additional charges applied during customs clearance, these must be paid for at the customer’s obligation.  Unfortunately , we have no control over any charges applied and cannot comment or foresee on what they might be.

 

No Dispatch Days
Please note that Roshi Naturals do not dispatch on UK public holidays, and there may be a backlog of orders after a holiday date causing your package to take an extra 1-2 days for delivery

19th April Good Friday
22nd April Easter Monday
6th May Early May bank holiday
27th May Spring bank holiday
26th August Summer bank holiday
24th December Christmas Eve Day
25th December Christmas Day
26th December Boxing Day
1st January New Year's Day

 

Order Tracking
Once your order has been confirmed we will send you a confirmation email with your order number. You can log onto ‘My Account’ and check the shipping status of your order using the order number.

We will send you a tracking number in your confirmation email so you can track your order on the carrier’s website (tracking available depending on courier service).

Please remember that once a parcel has been shipped from our warehouse, the tracking number will not be active until the carrier receives the parcel and updates the tracking status. Therefore, please allow one to two working days for your tracking number to be activated.

If your order does not reach you in the specified time, please email us with your order number at cs@theroshi.com

Returns

Our "no quibbles" guarantee means that if we have made an error with your order, or you have received your order in a damaged or faulty condition, you can return it to us within 14 days of the date you received the item, unopened (with any seals and shrink wrap intact) and we will issue a full refund. Please note: We can only accept the return of opened items if they are faulty.

Please follow the steps below to enable us to process your refund efficiently:

1. Wrap the item securely in its original packaging with all accompanying documentation.
2. Contact Customer Services at: cs@theroshi.com, who will provide you with return address providing you are able to return your order under the returns policy outlined above. 
3. We will notify you via e-mail when we have processed your refund.

 

How to Return a Faulty Item
  • If you have received your order in a damaged or faulty condition, you can return it to us within 14 days of the date you received the item, and we will issue a full refund.
Please note: 
  • We can only accept the return of opened items if they are faulty.
  • We will notify you via e-mail when we have processed your refund.

 

How to Claim Missing Items
If an item is missing from your order, please contact Customer Services at:  cs@theroshi.com within 3 days of the date you receive your order.
If you are missing more than one item, please remember that heavy orders may be split into two or more parcels.

 

How to Claim Missing Orders

  • Non delivery of orders must be reported to cs@theroshi.com within two weeks of receiving notification of dispatch, this extends to four weeks for deliveries outside of the UK. Unfortunately we are unable to accept claims which fall outside of this time scale.

Your Other Statutory Rights

For more information about your other statutory rights, please visit the Department of Trade and Industry's Consumer Gateway Website 

Changed Your Mind?

If you’re in the UK, you can change your mind about any online order
within seven working days of receiving it.
As long as your product is still sealed and in the same condition, it’s every bit as simple as our typical returns.
Just follow the process above within 7 days of receipt of the product.