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Customer Help
Our team is always here to help you.
Answers to the most common shopping questions
Orders and shipments
Please note that our products are entirely handmade and prepared “just for you.” Currently, orders can take 1 to 4 business days to process before shipping. After that, shipping times depend on your location. Please see our shipping page for more information on estimated delivery times. Tracking details may take longer than usual to update. Please allow additional time for all deliveries. Thank you for your patience!
Simply use the registration form here.
Once your order has started processing, it cannot be changed. If you’ve just placed your order and the status is “Received,” you can change the shipping address directly in your account, under “My Orders“
If you’ve made a mistake that could cause delivery issues, you can contact our customer service team, who will evaluate the feasibility of the change on a case-by-case basis. If it’s possible to change the shipping address, we’ll try to accommodate all your requests, but we can’t guarantee this if the order has already been shipped by the time we receive your message (ticket, chat, email).
Once your order ships, you’ll receive a separate email with a tracking number to track your order.* This email sometimes ends up in your spam or promotions folder, so be sure to check there if you think you’ve waited too long. If you have any questions, you can always log in to your account and click on the order in question to view its status. *Please note that tracking can sometimes take 24 hours or more to be updated by the carrier. If it doesn’t appear to be moving, it’s probably on its way!
You can pay securely by credit card on Rosabakehouse. Upon checkout, you will be redirected to the portal for the selected payment method. Payments are processed on the secure servers of Stripe S.p.A. or PayPal. Rosabakehouse will never have access to your credit or debit card information.
Your credit card information will not be saved. Rosabakehouse uses SSL (Secure Sockets Layer), a data encryption technology that protects customer data. Using SSL offers greater privacy and security than an unencrypted web connection. This reduces the risk of information being intercepted and misused by third parties.
Unfortunately, we have no control over the taxes charged: they are added automatically and are subject to tax laws currently in effect and/or being updated.
Yes, if you order multiple items in the same cart, they will most likely ship together, unless there are specific reasons, such as availability or different production times.
Absolutely! We’re happy to offer our products internationally. International orders are shipped via express couriers (DHL, UPS). Customs duties or other fees may apply depending on your country of residence. If your country isn’t available as a shipping option, please email us and we’ll most likely add it.
We accept all major credit and debit cards, including Visa and Mastercard, as well as PayPal. We also accept payments via Apple Pay and Google Pay. We also offer flexible payment options through Klarna. You can select your preferred payment method at checkout.
If you need to swap an item
Returns and Exchanges
Due to the nature of the products we offer, the right of withdrawal, which applies to most online products, does not apply to perishable food items for safety and hygiene reasons, as required by the Consumer Code. This exclusion ensures that the products do not deteriorate rapidly or become unresaleable once opened or used.
If you receive a different product than what you ordered, please contact us within 24 hours of delivery. We will correct the error as quickly as possible by sending the correct product or, if you prefer, refunding the amount paid for the incorrect item.
If you receive a product that was damaged during shipping or has quality defects, please follow the instructions below:
Report: Contact us within 24 hours of receiving your order at ordini@piemontecarni.com or +39 348 1382967.
Provide a detailed description of the problem and attach one or more photos that clearly show the damage or defect.
Evaluation: Our team will evaluate your complaint and, if deemed valid, we will propose one of the following solutions:
Replacement: We will send you a replacement product at no additional cost.
Refund: Alternatively, you can request a partial or full refund, depending on the extent of the problem. The refund will be made using the same payment method used for the purchase, unless otherwise indicated.
Generally, defective or incorrect products will not be returned. If this is the case, you should ship the authorized return to the address provided. Apply the return label to the outside of the package, cover any old shipping labels, and be sure to include the required return authorization number. Then, deliver the package to the designated location, such as a post office, a collection box, or by handing it over to a postal carrier, according to the retailer’s instructions.
To receive assistance with an order, visit the Contact Us section, select “Customer Service” in the Message Subject, enter your name, phone number, and notes, and send the message. We will contact you as soon as possible.
For any return or refund requests, or questions about our policies, please contact us:
Email: info@rosabakehouse.com
Phone: +39 348 1382967
Service Hours: Mon-Fri 9:00 AM – 6:00 PM
If you entered an incorrect shipping address, please contact us immediately to see if it can be updated before your order ships. If your order has already shipped, please contact the carrier to request an interception or redirection to the correct address, which may incur an additional charge. Please have your tracking number and order details available when contacting us.
Before your order ships
Contact us immediately: Most changes can only be made before your package is in transit.
Contact the carrier: Once your package has a tracking number, you will likely need to contact the carrier directly.
Yes, it’s often possible to change or cancel an order after you’ve placed it, but it depends on where the order is in the fulfillment process. You need to act quickly; this is usually only possible if the order hasn’t yet entered the shipping or fulfillment stage. To do so, contact customer service immediately.
Steps to follow
Check online first: Go to your account and find the “Your Orders” section to see if you can cancel or change your order yourself using a button or link.
Contact customer service: If you’re unable to make the change online, explain that you need to change or cancel the order and provide your order number. If the order has already shipped, it can no longer be cancelled.
Important Considerations
Retailer Policies: The ability to change or cancel an order is not guaranteed and is subject to specific policies.
Shipping Status: Once an item has entered the shipping process, it can no longer be stopped due to the nature of the product and its perishable nature.
Yes, you can pre-order an item that’s out of stock, but it depends on the availability of the ingredients. However, if a pre-order is already out of stock, you can sometimes find the “Notify Me” option to be notified when the item becomes available again.
If you need that product, please contact us by email or call us.