Make your shopping experience more enjoyable by browsing through this User Guide to understand how it works, tips and tricks for ordering fresh products and delivery rules.
How do you slice bread ordered on-line?
Most bread we sell is sliced for toast, so any bread ordered on-line will be sliced the same way unless you let us know by using the "Add Note' feature for each product. Alternatively, you can leave a delivery message about your preferences when you submit your order.
The image shows where you can find the 'Add Note' feature.
How do you slice smallgoods ordered on-line?Most sliced meat we sell from the deli is 'thin sliced',so any sliced meat ordered on-line will be sliced in the same way unless you let us know by using the 'Add Note' feature for each product. Alternatively, you can leave a delivery message about your preferences when you submit your order.
Will the pies I order on-line be delivered hot?
Any pies ordered on-line will be delivered cold to ensure they arrive to you in a 'food safe' manner.
Are all your bakery products available all the time?
We always endeavour to make sure that the product you purchase is fresh to meet the demand. However, predicting the demand can be a bit tricky sometimes. So, if we have sufficient notice then any product can be baked for you. Plan ahead and choose your delivery (or pick up) time carefully. We'll usually give you a call if there is any problem.
How do I make an on-line order?Orders can be completed during the 'Checkout' stage once you have registered via our on-line shopping site. When registering you will need to enter a few details like your name, contact details and delivery address and choose a password.
Once you have registered and have your password you then won’t have to re-enter all your personal or address details next time you shop.
Please keep your account details and password secret, as you would be liable for any unauthorised use of your account.
How do I pay?Payment is made by secure on-line payment using Mastercard or Visa. We are unable to accept cheques or cash on delivery.
We can accept cash, Mastercard or Visa if you are collecting your order in person at Rosetta Store & Bakery and you have not yet paid on-line.
Do you deliver to my suburb?Generally , we deliver to most suburbs within a 20 km radius of Montrose. Please check whether we deliver to your area here.
If you live outside our delivery area, please register your interest by emailing email@example.com
I live nearby. Can I pick up my order rather than have it delivered?Yes. Instead of requesting home delivery, you can specify that you would like to pick up your order from Rosetta Store & Bakery on a nominated day and time. Your order will be packed, and ready for you to collect. You can pay on-line in advance, or when you pick up your order.
Do I have to be home to receive the order?You need to be home the first time you order, and you or someone authorised by you needs to be home to receive subsequent orders. You or the person you authorise might be asked for photographic ID when your order is delivered. We cannot leave orders at unattended houses due to the possibility of theft, damage or spoilage.
The driver will deliver your order to the front door, or, if you ask, may bring your order inside.
Do you deliver to offices and businesses?Yes, as long as they are within our delivery area. You or a person authorised by you needs to be at the premises to receive the order.
Do you charge for delivery?
Effective from 1st July 2016, the following delivery fee will apply
We charge a flat fee of $10 per delivery for orders up to the value of $70.00. Orders of $70.00 and above, will not incur a delivery fee. Your delivery fee will be added to your total at checkout.
Is there a minimum order?The minimum order is $30.
What time will my delivery come?When you check out you can select your preferred delivery date and time. The Delivery Timetable may change to meet demand from time to time.
What if I am running late?Call us on (03) 6272 7483 and we will try to contact our driver who may be able to deliver your order later in his run, so you have time to get home. In some cases this will not be possible and we may have to bring your order back to the store. If this happens we may charge a re-delivery fee and also may charge you for perishable items which may have spoiled in transit or storage.
Can I change my delivery time and day?Yes. Contact us on (03) 6272 7483 Monday to Friday between 7:00 am and 6pm or email firstname.lastname@example.org If you change your delivery time or day before your original day of delivery, then no fees or charges will apply to that change. If you change delivery time on the day of delivery, then we may charge you a re-delivery fee equal to your original delivery fee and the charges for any perishable items which may have spoiled in transit or storage.
How do I cancel an order?Should you need to cancel an order, contact us on (03) 6272 7483 Monday to Friday between 7:00 am and 6pm or email email@example.com If you cancel your order before the day of delivery, then no fees or charges will apply to that cancellation. If you cancel on the day of delivery, then we may charge you a cancellation fee of $20.00 and the charges for any perishable items which may have spoiled in transit or storage.
Do you charge more for products in your on-line store than in your actual stores?No, our prices are exactly the same as what you will find in our stores.
What if something I order is not available?Sometimes we will sell out of a particular item you have ordered or it may not be available from our supplier for some reason. If that happens we may substitute that product for another product of similar type and price, if you have selected the “substitutions ok” option when ordering. If there is no appropriate substitute or you have not requested substitutions then we will credit your account with the relevant amount within 3-5 business days. This balance can be applied to your future orders.
In the case of orders which are picked up from Rosetta Store & Bakery and paid for there, rather than home delivered, we will credit you with the relevant amount off your total when you collect and pay for your order. If you have paid on-line we will credit your account with the relevant amount within 3-5 business days.
What if there is a price difference for a substituted product?If the substituted product is equal or more in price than your ordered item, we will not charge you the difference.
If it’s less, we will credit you the price difference to your account within 3-5 business days, or, if picking up and paying for your order in person at Rosetta Store & Bakery, we will credit you with the relevant amount off your total when you collect and pay for your order.
What if something is missing from my order?If something is missing from your order and has not been indicated on your receipt as out of stock, not substituted or not credited to your account, please contact us on (03) 6272 7483 Monday to Friday between 7:30 am and 6pm or email firstname.lastname@example.org and we will assist you in determining what has occurred. If it is agreed that that product was left out of your order in error, will arrange for its re-delivery to you at your convenience, or a credit will be made to your account.
What if I am not happy with an item and would like a refund?We pride ourself on the quality and freshness of your order. If anything in your order is out of date, defective, damaged or sub-standard we will give you a refund.
Please contact us within 8 hours of the delivery on (03) 6272 7483 Monday to Friday between 7:00 am and 6pm or email email@example.com and we will assist you in determining what has occurred.
If it is agreed that that product should be refunded, the item can be brought back for a refund, or the item can be collected from you by our driver next time we deliver to you. The relevant amount will then be credited to your account within 3-5 business days.
*This Quick User Guide should re read in conjunction with the Rosetta Store & Bakery Terms and Conditions and does not override those Terms and Conditions. Should any ambiguity exist between this Quick User Guide and the Terms and Conditions, the Terms and Conditions prevail.
if you find a problem let us know via the Contacts page....