Ordering from us is simple, safe and secure. We have created an ordering process which is fast and simple to use. However if you have questions on how to use this site then please contact us. If you have any suggestions for products or extra functionality for the site please let us know by using the details on the contact us page.

Placing an order.

Is easy, first just browse our website and add whatever you want to order to your shopping basket.  Only when you are ready to purchase is registration or any of your details required.


Please remember, registration is only required to make a purchase, it is not needed to browse our products or add them to your shopping basket. Registering is easy and takes only a minute of your time. We DO NOT store credit card details on the site so these must re-entered each time you make a purchase from the site.

To save you time we have a Account Login section of the website. Once you have registered with us you will be able to log into the site at any point in the future using your chosen username and password. You can edit your details should anything change.

IMPORTANT

We do not supply your details to 3rd parties and you will only ever receive information from Rock Collection.

Your Account

Once you have created an account with www.rockcollection.co.uk you will have several features available to you:

Delivery

Despatch time
Any orders placed before 12 PM will normally be delivered next working day dependent on stock levels. We are unable to keep every item on our site in stock at all times. If you order an item that is out of stock it may take us several days to get it for you. In this instance a back order will be created for your order which will be sent as soon as we recieve it. (Please note no money is taken until an order is ready to send out).  If you want to check the status of your order then click here. (Note - you must be already logged on).

If your item(s) are currently out of stock there may be a delay. If an item has been unknowingly deleted from the stock catalog we will inform you asap. We will always keep you updated with the progress of your item and are happy to answer questions.

If you want your item/s for a specific date please email us first so that we may check stock levels to see if completing your required order is possible.

Orders for New Rocks

When purchasing New Rocks please be aware that your card will be charged at the point of ordering. Your order will then be passed on immediately to our international supplier from where it will be dispatched to directly to you free of charge. Please therefore be aware that there will be a short delay between the time your card is charged and you receiving the goods, usually of approximately 7-10 working days. If for any reason your order is out of stock you will be notified prior to your card being charged.

Postage rates
We charge a flat fee of £2.00 per order for orders under £20, £3.50 for orders £20-£50, and free postage for all orders over £50 delivered within the UK. International orders are charged a flat fee of £9.00 per order. International orders can also be sent via Airsure, which can then be tracked by using this link: Track and Trace.  This costs are extra £6, so £15 in total.  If you wish to use Airsure please state this in the special instructions when you place an order and the cost will be added manually.PLEASE NOTE:- IF ITEMS GO ASTRAY IN THE POSTAL SERVICE WE WILL PROVIDE YOU WITH A COPY OF THE PROOF OF POSTAGE FOR YOU TO MAKE A CLAIM AGAINST YOUR POSTAL SERVICE. WE CAN NOT PROCESS THIS CLAIM ON YOUR BEHALF AS ONCE IT HAS LEFT THE U.K IT IS OUT OF OUR CONTROL.

If we send part orders out you will only charged part p&p with the total p&p costing no more than originally stated on your order.

Clicking the checkout button will take you to a secure area on www.rockcollection.co.uk for you to enter your address and payment details. This is our secure server and all information passed between your computer and our server will be encrypted.

International missing orders

When items are sent overseas we can send them via Airsure (extra £6 postage), which means you can track your parcel using this link if you wish to: Track and Trace, simply request the tracking code from us. Once the parcel has left the UK we are no longer responsible for the parcel. We can give you a copy of your track number and you can use that to make a claim against your postal service.  Please note we are not responsible for international missing parcels sent without Airsure, however we can send you your proof of postage so you can make a claim. 

Returns

Rock Collection undertake to supply premium quality products to our customers and hope you will be pleased with any products you decide to purchase from www.rockcollection.co.uk. You may return a product only within 14 days of you receiving it.  When you send it back you must enclose a note of the name the order was placed under, reason for return and a contact telephone number.  All products should be returned to us in their original condition with all tags and packaging intact. Please see below for the different reasons for returns and the procedures you should follow.

1. The product is damaged or faulty. Whilst we make every effort to ensure the product reaches you in excellent condition occasionally products may be imperfect and need to be returned to us. If this is the case please send the item back with a note of the name the order was placed under, where the fault/damage is and a contact telephone number.  If the product is faulty then we will cover the cost of the return postage. In this case we can either send you out a replacement or refund your money according to your wishes.

2. The product you receive is not the one you ordered. If we have made a mistake and shipped the wrong product to you please send the item back with a note of the name the order was placed under, what the contact item is and a contact telephone number.  If we are at fault we will cover the cost of the return shipping. In this case we can either send you out a replacement or refund your money according to your wishes.

3. The product does not fit or you've changed your mind. Please send the item back with a note of the name the order was placed under, reason for return and a contact telephone number. As long as it is 14 days or less since you received the item we will issue a refund.  Please note we do not refund postage on an unsuitable item.

Rock Collection
14-16 Lower Goat Lane
Norwich Lanes
Norwich
NR2 1EL

Returns on New Rocks

If upon receipt of your New Rocks you are unhappy with them or they are the wrong size and you want to return or exchange them, please contact us within 7 days of receiving them and we will email you a returns authorisation form.

You must print and complete this form and return it with your boots, unworn and in the condition you received them, with the all the original packaging, tissue and tags. Without the packaging and box your refund/exchange will be refused as we cannot resell the boots

Please ensure the returns authorisation form is complete as if it is incomplete we will be unable to process your exchange/refund.

When returning the boots the p&p costs are the responsibility of the customer and an administration fee of £5 will be payable.

The Rock Collection is not responsible for damage to returns while in transit so please ensure the goods are packaged with this in mind as we cannot refund or exchange damaged goods.

Security

Our system was designed with security as the number one priority. All information transferred over our secure server uses 128 bit SSL (Secure Socket Layer) encryption. This ensures that all information sent from our secure server to your browser is encrypted and can only be read by your browser. Using this method in the unlikely event of the data being intercepted by a 3rd party it would be completely useless to them, the same thing happens in reverse when your browser sends information back to our site.

Your card details are never stored in our database but sent to us encrypted and then when we come to dispatch your items we decrypt the information and process the payment. Again even if this information was to be intercepted by a third party the data would be useless to them. You can tell when you are in a secure area on our site in 2 ways, the url will begin with https:// instead of the standard http:// and a padlock will appear on your screen (normally in the bottom right hand corner). Internet Explorer users can double click this padlock and it will provide details of the security certificate for our site.

All our payments are taken through the domain name www.rockcollection.co.uk. As soon as you enter the order process, every bit of information that is transferred between you and us is encrypted using SSL encryption. Even if data could be intercepted over the Internet it would be useless.

Privacy Policy

When you register your details and or place an order with us we collect your name, email, mail address, phone number(s) and card details. We will also record which products you have purchased. We also monitor traffic through the site, this information is collected to help us to improve the site and the shopping process. Any information we collect will not be used by any organisations except Rock Collection. We will use this information to process your orders and we may use it to inform you of new products and services from Rock Collection which may be of use to you.

Sale Items

IMPORTANT
There is a strictly no return policy on all sale items purchased. By purchasing a sale item you are acknowledging and accepting these terms and conditions, and thereby accept them.