FAQs
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 via the contact us page.
When using the contact us page please quote your order number where possible.
Only when you are ready to purchase is registration or any of your details required.
First time users will be asked for a few details and to set up a username and password. This username and password is your membership and should be retained if you wish to place an order in the future.
We DO NOT store card details on the site and these must be re-entered each time you make a transaction.
To save you time we have an account login section of the website. Once you have registered with us you can securely store your delivery and billing addresses for future orders and edit your details should anything change.
Orders for New Rocks
When purchasing New Rock footwear 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 despatched directly to you free of charge for UK customers. Please note that international orders will have a quoted shipping cost and we will contact you at the time of ordering regarding this.
Unfortunately we are presently unable to provide secure postage to addresses in Russia and as a result of this we are not able to accept orders from this location.
Please 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 days. It should be noted that some New Rock footwear is custom made and the delay will be longer while they are made.
If for any reason your order is out of stock you will be notified prior to your card being charged.
Please be aware that our website does not have a live stock feed, if you wish to know the availability of an item please contact us before ordering.
Please also note that in some cases products can vary slightly from the image displayed due to manufacturing processes, cameras and lighting.
Finally please note that at this time we are not accepting orders from Israel due to the number of packages going missing.
When you place an order via a credit/debit card, a reserve is placed on the funds amounting to the order value. This is so when we process your order there are always sufficient funds available. We will process the transaction when we have sufficient items in stock to despatch your full order/part of your order. If we are unable to fulfil your order entirely we will refund / release the remaining balance back to your bank account. Should there be any problems with your order we will attempt to contact you as soon as we are aware to discuss your order and come to the best resolution possible.
International Credit/Debit Cards
When you place an order via credit/debit card, the funds will leave your account immediately. If we are unable to fulfil your order entirely we will refund the remaining balance back to your bank account. Once again, should there be any problems with your order we will attempt to contact you to discuss your order and come to the best resolution possible.
PayPal
Please be aware when placing an order via PayPal, the money leaves your account as normal and we will keep you updated on the progress and status of your order. Should there be any problems or issues regarding your order we will contact you to arrange further action to be taken. For example, your order is currently out of stock and expected date of arrival.
Any orders placed before 9.30am will normally be shipped on the same 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.
If your item is out of stock a back order will be created, and as soon as it is in stock it will be sent out. You will only be charged when an item is in stock except in the cases outlined above in the 'Paying for my order' section
If an item has been unknowingly deleted from our suppliers stock catalogue we will inform you as soon as possible.
If your item is out of stock and we have been informed by our supplier that there will be an unusually long delay we will try to inform you.
International orders are charged £9.00 per order and are also be sent via a tracked service (dependant on country). It should be noted that for international orders that are large, include bulky items or weigh over 2kg we may need to work out a bespoke shipping cost for your order and charge extra, this will be confirmed with you prior to despatch.
PLEASE NOTE:- IF ITEMS GO MISSING 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. WE ARE NOT RESPONSIBLE FOR INTERNATIONAL ORDERS THAT GO MISSING
If 14 days after despatch you are still unable to locate your parcel please get in touch with us and we can start investigations with the Royal Mail.
For international orders if items go missing 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 UK it is out of our control. We are not responsible for international orders that go missing.
Your card details are never stored in our database, but are sent straight through our secure payments system. 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 in two ways, the URL will begin with // instead of the standard // & a padlock will appear in the browser.
How do I place an order?
It's easy, first just browse our website and add whatever you want to order to your shopping basket. When you are finished just click Checkout. 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.Only when you are ready to purchase is registration or any of your details required.
First time users will be asked for a few details and to set up a username and password. This username and password is your membership and should be retained if you wish to place an order in the future.
We DO NOT store card details on the site and these must be re-entered each time you make a transaction.
To save you time we have an account login section of the website. Once you have registered with us you can securely store your delivery and billing addresses for future orders and edit your details should anything change.
Orders for New Rocks
When purchasing New Rock footwear 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 despatched directly to you free of charge for UK customers. Please note that international orders will have a quoted shipping cost and we will contact you at the time of ordering regarding this.
Unfortunately we are presently unable to provide secure postage to addresses in Russia and as a result of this we are not able to accept orders from this location.
Please 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 days. It should be noted that some New Rock footwear is custom made and the delay will be longer while they are made.
If for any reason your order is out of stock you will be notified prior to your card being charged.
Please be aware that our website does not have a live stock feed, if you wish to know the availability of an item please contact us before ordering.
Please also note that in some cases products can vary slightly from the image displayed due to manufacturing processes, cameras and lighting.
Finally please note that at this time we are not accepting orders from Israel due to the number of packages going missing.
Paying for my order
Domestic Credit/Debit CardsWhen you place an order via a credit/debit card, a reserve is placed on the funds amounting to the order value. This is so when we process your order there are always sufficient funds available. We will process the transaction when we have sufficient items in stock to despatch your full order/part of your order. If we are unable to fulfil your order entirely we will refund / release the remaining balance back to your bank account. Should there be any problems with your order we will attempt to contact you as soon as we are aware to discuss your order and come to the best resolution possible.
International Credit/Debit Cards
When you place an order via credit/debit card, the funds will leave your account immediately. If we are unable to fulfil your order entirely we will refund the remaining balance back to your bank account. Once again, should there be any problems with your order we will attempt to contact you to discuss your order and come to the best resolution possible.
PayPal
Please be aware when placing an order via PayPal, the money leaves your account as normal and we will keep you updated on the progress and status of your order. Should there be any problems or issues regarding your order we will contact you to arrange further action to be taken. For example, your order is currently out of stock and expected date of arrival.
When will I receive my order?
If your item is in stock it will be dispatched within 24 hours (Mon-Fri) via Royal Mail tracked delivery which normally takes 2-3 working days.Any orders placed before 9.30am will normally be shipped on the same 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.
If your item is out of stock a back order will be created, and as soon as it is in stock it will be sent out. You will only be charged when an item is in stock except in the cases outlined above in the 'Paying for my order' section
If an item has been unknowingly deleted from our suppliers stock catalogue we will inform you as soon as possible.
If your item is out of stock and we have been informed by our supplier that there will be an unusually long delay we will try to inform you.
My item has arrived but it is unsuitable or faulty. How do I get a refund/exchange?
We will happily refund or exchange an item that is unsuitable. Please call our shop on 01603 625055 within 14 days of receipt or email us on sales@rockcollection.co.uk. Please note we do not refund postage on unsuitable items and for exchanges we will need to recharge postage to send out your exchange.Why have I received/been charged for only part of an order?
If only part of an order is in stock we send it out and charge your card accordingly except in the cases outlined above in the 'Paying for my order' section. Your card will be charged again for the remaining amount when the other items are in stock and ready to send out.What are your postage costs/international postage costs?
We charge a flat fee of: £2.99 per order for orders under £20; £3.99 for orders £20-£100; and free postage for all orders over £100 delivered within the UK. These orders are sent using a tracked service and your tracking number will be emailed to you on despatch.International orders are charged £9.00 per order and are also be sent via a tracked service (dependant on country). It should be noted that for international orders that are large, include bulky items or weigh over 2kg we may need to work out a bespoke shipping cost for your order and charge extra, this will be confirmed with you prior to despatch.
PLEASE NOTE:- IF ITEMS GO MISSING 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. WE ARE NOT RESPONSIBLE FOR INTERNATIONAL ORDERS THAT GO MISSING
Do I pay more postage if my item is back ordered/sent separately?
We divide the postage cost between the number of items ordered and charge postage according to the number of items being shipped. For example, you have ordered 3 items and have £3.99 shipping costs, if each item is sent individually £1.33 will be the shipping charge for each item.My order has been despatched but hasn't arrived
If your order hasn't arrived and you have had email confirmation that your order has been despatched and you have received your tracking code you should first look to track your package via the following link track2.royalmail.comIf 14 days after despatch you are still unable to locate your parcel please get in touch with us and we can start investigations with the Royal Mail.
For international orders if items go missing 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 UK it is out of our control. We are not responsible for international orders that go missing.
I've forgotten my password, can I get it back?
If you have forgotten your password it is recoverable through a link on the checkout page. At this time we are unable to recover forgotten user names.I want my item for a birthday/occasion, how do I guarantee it for a certain date?
Phone us or write in the special instructions box on the online order form to check we have it in stock before ordering and we will let you know if it is possible.Security
Our system was designed with security as the number one priority. All information transferred over our secure server uses 128 bit SSL encryption. This ensures that all information sent from our secure server to your browser is encrypted and can only be read by your browser.Your card details are never stored in our database, but are sent straight through our secure payments system. 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 in two ways, the URL will begin with // instead of the standard // & a padlock will appear in the browser.
