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Shipping, Exchange & Refund

Rock London Clothing Collection Shipping Policy

1. Order Processing Time

All our orders are processed and shipped out within 7-30 business days.

After the order is shipped out and received by the carrier, we will update you with a Track-and-Trace code with which you can follow your package and see the remaining shipping time.

Please allow 2 to 3 hours for the tracking information to update.

2. Shipping Address Changes

If you would like to change the shipping address for your order, please contact us by email and include your new shipping address. Once the order is shipped, we can not alter the shipping address anymore.

3. Shipping Methods, Costs, and Delivery Times

Shipping costs are calculated during checkout based on weight, dimensions and
destination of the items in the order. We provide One shipping option for United Kingdom Customers only:

STANDARD SHIPPING for FREE - The shipping method and delivery times are represented by the following:

United Kingdom 7-30 Business days  Cost FREE

Be aware that these delivery times can become longer in case your order is placed during busier periods such as near Christmas or Bank Holiday(s).

4. Shipping Restrictions

Sadly, we are unable to ship your order to a PO BOX or to a MILITARY ADDRESS.

5. Packages Damaged, Lost, or Missing While in Transit

If you have a suspicion of your parcel being lost or missing while in Transit, please contact us by email. We can contact the shipping company to investigate the issue.

If your package has indeed gone missing, we will send you a new one free of charge or send you a full refund.

If your package has arrived damaged, contact us and we will provide a replacement or refund as soon as possible.

6. Returns and Refunds

For our full Returns and Refunds policy, please see below.

7. Customer Service

For questions, support, problems, please contact us by email at info@rock.london

Exchange & Refund Policy

We have a 30-day Exchange/Refund policy, which means you have 30 days after receiving your item to request an Exchange or Refund.

To be eligible for an Exchange/Refund, you’ll need the receipt or proof of purchase.

To start an Exchange or Refund, you can contact us at info@rock.london If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.


You can always contact us for any exchange or refund question at info@rock.london

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items), Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items, gift cards, face masks or items that have been taken out of their sealed wrapping for hygiene reasons. A photo will be required as prove of this. 

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Important Note About Abuse

Please note that for our honesty, we will NOT accept abuse or dishonesty from our customers.

And will only accept genuine exchanges, returns and refunds at our discretion after our investigation. We may record, monitor and report any such behaviour(s) or request(s). We have the right to reject/cancel at any time if not seen eligible/appropriate. Thank you for your cooperation and understanding. 

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