Delivery and returns


CHRISTMAS LAST ORDERS DELIVERY DATES 2021*

Please see the information below for details on the last possible shipment dates for your orders to arrive before Christmas. Please be aware, these are not guaranteed dates so be sure to place your Christmas orders as early as you can.

Domestic Orders

  • Standard delivery Royal Mail Tracked48 - Order on or before Tuesday 21st of December
  • Royal Mail Tracked24 - Order on or before Wednesday 22nd of December
  • Royal Mail Special Delivery/Next Day - Order on or before Thursday 23rd of December
  • International Orders

    Below is a breakdown of international destinations and the last order date for your order to reach the address before Christmas, all of our standard international orders are dispatched via Royal Mail. There is an express international service offered that should arrive within 2-3 days after dispatch. Again, these are not guaranteed dates due to the increase in deliveries and shipments this time of year it is impossible to predict the exact time it will take for your order to be delivered.

  • Place your order on or before the following dates for the listed destinations:
  • Wednesday 1st of December - Caribbean Destinations
  • Monday 6th of December - Australia, Greece, Italy, New Zealand and Portugal
  • Wednesday 8th of December - Africa, Central & South America, Asia, Far & Middle East
  • Friday 10th of December - Cyprus, Malta and Sweden
  • Saturday 11th of December - Eastern Europe (excluding Czech Republic, Poland and Slovakia) and Turkey
  • Monday 13th of December - Canada, Czech Republic, Finland, Poland and USA
  • Thursday 16th of December - Austria, Belgium, Denmark, France, Germany, Iceland, Ireland, Luxembourg, Netherlands, Norway, Slovakia, Spain, Switzerland
  • *Please note, the dates provided above are accurate at the time of publishing but may be subject to change.

     

    DOMESTIC DELIVERIES

    For orders shipping within the UK you have three shipping options available

    Standard delivery is £4.00 per order for orders under £20 and takes 3-5 Working Days, this service is free for orders of £20 or more

    Some orders are eligible for our express delivery service and typically this is a 1-2 Working Day service

    We also provide a guaranteed next working day delivery service by 1pm. This depends on the weight of the items in your order to keep the price as low as possible. The price will be visible within the checkout when selecting your delivery options. Orders must be placed by 15.00 for same day dispatch

    All domestic orders are shipped with a tracking number which will be sent to you when your items are despatched and delivery times are estimates and can vary depending on your location within the UK 

    INTERNATIONAL DELIVERIES

    International orders are charged depending on location, weight and postal services available in that area. The price for the service requested will be visible within the checkout screens. For a breakdown of postage costs to your country, please contact us. Orders to EU destinations may be subject to customs and handling fees, these fees are completely out of our hands and will vary depending on the value of the products ordered and what types of products have been ordered (for example, orders for jewellery will be classed as 'luxury goods' and may be subject to higher customs and import fees than clothing).
    The rates and costs of these fees are set by the government of the receiving country, we do not receive any funds for these fees. For more information on what fees you may receive please refer to your local guidelines available via your country's government websites etc.

    WHEN WILL I RECEIVE MY ORDER?

    In stock orders are dispatched on the same or next working day.

    All domestic orders are dispatched as standard using Royal Mail's Tracked service and someone will need to be in to receive delivery, usually 3-5 working days following dispatch however this depends on your location.

    Expedited delivery is also available for UK deliveries, these orders ship on the same or next working day and delivery is guaranteed before 1300 the following working day. Please note a signature will be required for delivery and cannot be left on the doorstep or 'safeplace'. Orders must be placed by 15.00 for same day dispatch

    International orders are shipped using a tracked service and the delivery times are typically 4-6 days to Western Europe and 7-9 days for the rest of the world.

    RETURNS & EXCHANGES

    We will happily refund or exchange an item that is unsuitable/faulty. Please give us a call on 01603 625055 or email us at [email protected] so we can advise on availability for exchanges. Please send your item/s in their original packaging with your invoice (or a copy of) back to the following address: 

    Rock Collection - Returns
    4 Upper Goat Lane
    Norwich
    Norfolk
    NR2 1EW

    If you no longer have your original invoice please include a note with your order number, name and address so we can identify the return, failure to include any identfying information may result in 

    Please note we will refund postage on items we deem faulty up to the value £4.00 however we would recommend you use a tracked service as you are responsible for ensuring the item reaches us. We accept no liability for lost returns. For international postage these costs will vary.

    All returned items must be returned in the condition they were received in, items that are returned in any other condition will have refund amounts reduced or if the condition is far beyond that in which the item was received your refund may be refused entirely and the goods returned to you.

    These conditions are as follows:
    Missing original packaging: 5% refund reduction
    Missing original tags & branding: 5% refund reduction
    Item requires cleaning due to pet fur/household debris/marks/stains etc: 10% refund reduction
    Items returned damaged without being informed: 20% reduction or refusal of return depending on level of damage and repair required

    These reductions are not limited and multiple reductions may be applied to your refund if the item is returned within the above categories (for example, an item returned without original packaging, brand tags and requiring cleaning will receive a 20% refund reduction)

    Unfortunately in the interest of hygiene, we are unable to accept return of jewellery used for piercings (such as earrings, barbells, lip rings) in an effort to reduce and avoid the spread of bacteria, infections and disease, unless the item is faulty.


    Should you have any queries prior to returning any items please don't hesitate to get in touch with us via our contact page: rockcollection.co.uk/contact