Delivery and returns

 

DOMESTIC DELIVERIES

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

Standard delivery is £3.00 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 £3.00 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