Latest Updates from Rosemood
Here to answer your questions
It is business as usual here at Rosemood but delivery services have been affected by Brexit and COVID-19.
Find the latest information about delivery services and the answers to your questions about what Brexit and COVID-19 means for your order. Remember that we are here to help you now more than ever so if you can’t find the information you are looking for on this page, get in touch with our customer service team or check out the latest updates on your order in your account.
Page updated: 22/03/21
The impact of Brexit
Here at Rosemood it is business at usual, however, given that all orders are printed and dispatched from our studio in France, the fact the UK has now left the EU has an impact on the delivery of orders to the UK and the price of these orders.
How Brexit impacts the price of your order
The rules regarding payment of VAT have changed for goods arriving into the UK following Brexit.
- For orders under £135, the standard rate of VAT is applied when you place your order and there will be no customs charges to pay on delivery of your parcel.
- For orders over £135, a VAT reduction of 20% will be applied to your order. You will, however, be required to pay the VAT directly to HM Revenues & Customs prior to the delivery of your order, along with a handling fee of £12, (which increases to £25 for orders over £873).
You will be required to pay any relevant fees before your parcel can be delivered. For standard deliveries, you will be sent a letter in the post with details on how to pay the VAT and any handling fees. For express deliveries, this request for payment will be sent via SMS or email.
How Brexit impacts the delivery of your order
Delivery of orders to the UK is taking longer than usual due to the fact that all parcels from Rosemood are now subject to customs checks.
You will be given an estimated delivery date when placing your order, but will be able to track the progress of your parcel via a link provided by email once your order has been dispatched.
Please note that you may be asked to pay a customs fee to the UK government before your parcel can be delivered so the courier service will get in touch with you via letter, SMS or email to request payment.
Latest update on deliveries
The fact that the UK has left the EU may impact the delivery of orders.
All orders are shipped from our printing studio in France, meaning there may be delays as parcels enter the UK as all parcels now must clear customs on arrival.
Please check your account to see the latest updates on the delivery via your account and you can see the latest information from courier services on our delivery partner page.
FAQ : questions you may have about your order
I have already received my invitations, but I now have to postpone or change the venue for my wedding or christening, how can you help?
Our hearts go out to the brides and grooms due to get married over the next couple of months and to parents, who were in the process of organising their child’s christening, seeing as you are likely to have to postpone these special occasions. In order to help you communicate changes to your event and limit extra costs, we are offering:
- 50% off new printed versions of your save the dates cards and wedding or christening invitations.
- An updated digital version of your invitations on request.
Please contact our customer service team for help with these requests.
How long is it currently taking you to treat and dispatch orders?
Every order passes through the hands of our proofreaders and graphic designers before being printed at our very own studio. Processing times vary depending on the product and you will be given an estimated dispatch time when placing your order.
If you have already placed an order, you can check the progress of your order in your account. The expected dispatch date is updated daily based on the progress of your order through each stage of production.
Is delivery taking longer than normal during these exceptional circumstances?
Our delivery partners continue to collect orders from our printing studio on a daily basis. You will be informed by email once your order has been passed on to our delivery partners and will be able to track your parcel online. For standard delivery, you should receive your parcel within 3-5 working days of your parcel leaving our studio, and express delivery should take 2-3 working days. The fact the UK has now left the EU is causing delay to some deliveries as parcels arriving from our printing studio in France, now have to go through customs checks.
Will I still receive my parcel by contact-free delivery?
Yes, our UK delivery partners DPD and DHL have put contact-free delivery in place to protect their staff and customers. The delivery courier will knock/ring at your door and then leave your parcel on the doorstep. The courier will sign for your parcel on your behalf so that there is no physical contact between you. Please note delivery is sometimes taking longer than usual. Once dispatched you will be able to track your order online for more precise delivery dates.
What measures have you put in place to limit the spread of the virus in your printing studio and to protect your teams?
We have worked in full consultation with our printing studio colleagues to ensure that the necessary processes and security measures have been put in place to protect our teams. A strict social distancing policy remains in place to minimise contact between our teams and all printing studio colleagues are required to wear a mask. All work stations and pieces of equipment are disinfected after use with an increased frequency and level of cleaning in any communal areas. We also ensure that all of our teams respect all other necessary preventative methods, including regularly washing their hands.
How can I get in touch with you?
Our customer service teams will now be on hand to answer your questions Monday to Friday from 9 am to 5 pm. You can get in touch by phone (on 0203 966 8736), via online chat or via email:
- If you have already placed an order the easiest way to get in touch is via the message board in the ‘My Orders’ part of your account (this will guarantee a quicker response from our teams).
- If you are yet to place an order, drop us an email to firstname.lastname@example.org.