Frequently asked questions


Is IVA (VAT) included in the prices?
All prices include IVA.


What are the delivery costs?
The delivery/transportation costs are covered by the purchaser, apart from in the case of exceptional promotions in which De Santa Rosalia offers this service free of charge.  The delivery/transportation cost will be calculated at the time of placing the order depending on the weight of same, with orders in excess of 150€ being free for the province of Burgos and Madrid and free in all other provinces for orders of over 200€ (only within the Iberian Peninsula).


What areas do you deliver to?
We deliver to the whole of Spain, as well as Europe, with prior payment of delivery costs.


How long does delivery take?
Under normal circumstances, orders received before 16h30 will be prepared and sent the next day.  In this case, delivery will be within 24-48 hours from confirmation of the order, via Seur Frio before 13h30 (only within the Iberian Peninsula). In all other cases, the procedure will be the same but the delivery time will increase depending on the destination of the order and the transportation agency.


How are the products sent?
In order to guarantee a satisfactory experience from start to finish, we only work with transport companies of recognised renown.  At De Santa Rosalia we send your order both safely and suitably packaged.


What is the availability of products?
In principle, all the products in our shop are available.  It must be borne in mind, however, that our stock is sometimes limited.  In the event of stock running out for any given product at the time of placing your order, and if we have not been able to update this information in the shop, we will contact you immediately in order to propose a similar product or to refund the corresponding amount by whichever means suits you best.


Can you send my order as a gift?
We can send the gift to your address or directly to the person you wish to receive the gift.


From where do you send your products?
All our products are sent from our head office in Vizmalo (Burgos).


Can I specify a delivery time?
No. Unfortunately we are dependent upon the transportation companies.  However, we always insist that you need not worry about a thing, the person responsible for contacting you and offering you the best option for delivery is the courier.  The order is packed in optimal conditions so that it reaches you with a problem and without disrupting the refrigeration chain (in the case of fresh meat).


What are the delivery times for packages?
Deliveries are made on Thursdays between 9 and 13:30h (only on the Iberian Peninsula).  However, the courier will contact you if you are not at the address indicated to agree a delivery time.


What happens if I am not in when they bring the package?
In the event of the courier trying to deliver the package and there being nobody there to receive it, the courier will leave you a message indicating their attempt to deliver.  Please contact the transport agency as soon as possible on the number you will find on the note, for the purposes of agreeing a new delivery time.  For any problem, remember that we are always at your disposal on info@desantarosalia.com


What happens of a product arrives damaged?
If one or more products arrive damaged due to the transportation, you must notify the courier company at the time they deliver the package.  We will then proceed to replace the damaged product or refund the amount paid for said product.
In order to do so, you must contact us by email on info@desantarosalia.com or by telephone on number 902 090 775 within a maximum of 7 days from receipt of the order, indicating clearly the problem or the reason for the return of the product. Please, bear in mind that in order for us to process any change or return of product it is essential that you first contact us.  We will not accept any product change or return if we have not first received notification of same.
NOTE: It is important that you verify the condition of your purchase at the time of receipt and, in the event you observe any damage supposedly caused by the transportation, indicate same on the delivery note when you sign it.

What happens if the content of the packages is incorrect?
If one or more of the products received does not correspond with your order, we will send you the correct products or refund the corresponding amount.  In this case, De Santa Rosalia will cover all the extra transportation costs that may be incurred, always provided the product has not been used, altered or handled.
In order to do so, you must contact us by email on info@desantarosalia.com or by telephone on 902 090 775 within a maximum of 7 days, indicating clearly the problem or the reason for the return of the product. Please, bear in mind that in order for us to process any change or return of product it is essential that you first contact us.  We will not accept any product change or return if we have not first received notification of same.


Can I return a product if I am not satisfied with it?
Yes.  If for any reason other than those afore-mentioned you are not satisfied, you can return a product or the entire order.  In this case, once the merchandise has been received in its original packaging and in perfect conditions, we will proceed to refund the corresponding amount.  However, you must bear in mind that the transportation costs for the first delivery and its subsequent collection will be your responsibility.
In order to do so, you must contact us by email on info@desantarosalia.com or by telephone on 902 090 775 within a maximum of 7 days, indicating clearly the problem or the reason for the return of the product. Please, bear in mind that in order for us to process any change or return of product it is essential that you first contact us.  We will not accept any product change or return if we have not first received notification of same.


Is payment by credit card secure?
De Santa Rosalia guarantees utmost security and confidentiality when you purchase from our shop.  Similar to the operation you would undertake at a cashpoint machine, when you buy from De Santa Rosalia, the data pertaining to your credit card is encrypted using the SSL protocol and conveyed directly to the corresponding financial entity, which is the one to accept or reject the payment.  To this effect, the information transmitted over the network enjoys total security and De  Santa Rosalia does not at any time retain this data, and therefore can neither view it or file it.


WHAT OTHER FORMS OF PAYMENT CAN I USE?
You can also pay using PayPal (www.paypal.es for more information) or you can pay the amount of your purchase in cash or by wire transfer directly into the bank account indicated to you at the time of placing your order.


How are my personal details handled?
De Santa Rosalia respects your right to privacy: we will only use your personal data to provide you with a better service.  Under no circumstances whatsoever, will we sell it or share it with third parties.  You may at any time access, rectify or cancel your data.


Where are your offices located?
The De Santa Rosalia offices and warehouse are located in Vimalo (Burgos).


How can I contact you?
The best way is by email as this is the most convenient, economic and agile method.  But please don’t hesitate to use traditional post or the telephone if you prefer to do so.  Our email address is info@desantarosalia.com and our telephone number is 902 090 775.