FAQ’S
We pride ourselves on delivering first class customer service and are here to answer any queries between 10am – 6pm Monday – Friday. We have compiled a list of FAQ’s below for you to read in the first instance, as you may find the answer to your query here.
If you contact us we will usually answer promptly, although please do allow us 24 hours to respond. For all enquiries, please contact: info@rockafrock.com
We are a small family run business who value and appreciate our customers. We are thankful for you shopping with us and hope you find lots that you like!
“WILL YOU BE GETTING MORE STOCK OF A PARTICULAR STYLE OF DRESS?”
We are a Limited Edition retailer which means when a particular style of dress has gone, it’s gone! If a style becomes very popular then we will endeavour to restock, although there is no guarantee that style will come back in.
WHAT IS THE FITTING LIKE ON THIS STYLE?
If an item runs smaller or larger to size, it will be mentioned in listing. When items do run small we also list bust measurements to ensure a good fit. If you do not see bust measurements listed and no mention of a style running small/large then usually the item will run true to size.
THE STYLE I ORDERED IS OUT OF STOCK
Very rarely, mistakes can happen with our automated inventory system. Should your item be out of stock, we will issue a refund to you and will email you to let you know. We always make every effort to prevent this from occurring, although sometimes the automated stock levels can run a delay between stock levels and online inventory. Please be assured, this does not happen often.
HOW CAN I PAY?
We accept payment via Paypal. You do not have to have a registered account with Paypal to make payments as you will have the option to pay by Visa, Mastercard, American Express, Solo, Maestro, Delta or Electron via Paypal when you are taken to the Paypal site.
ARE YOUR PAYMENT GATEWAYS SECURE?
Shop with us in confidence as our payment gateways are 100% secure. We use highly secure PayPal as our merchants who have a buyer protection in place so you can pay using debit or credit card with confidence.
DID MY PAYMENT GO THROUGH?
If you have received an acknowledgement email settng out your order number, then be assured your order has gone through successfully. If you are still unsure, please email us: customercare@rockafrock.com and we will confirm.
WHERE IS MY ORDER?
Orders placed before 3pm will be dispatched on the same day (Mon-Fri). We use Royal Mail recorded delivery as our standard delivery carrier which usually delivers between 3-5 working days. This service is tracked and will require a signature upon delivery.
Next Day delivery items will be sent using Royal Mail Special Delivery which should reach you the next working day before 1pm. This service is tracked and will require a signature upon delivery.
European/Worldwide deliveries will be sent via Royal Mail Internationsl Signed for and should reach you within 5-15 working days depening on your location. This service will require a signature upon delivery.
I ORDERED THE WRONG COLOUR/SIZE
Please email us within 30mins to let us know and we will do our best to change the item specific. If you email us after the 30min cut off time, there is a chance your item will already have been dispatched and it will be impossible for us to recall it. Please note that if you refuse delivery of the item, there can be a 3-4 week delay in the item getting back to us.
WHAT IS YOUR RETURNS POLICY?
We offer a 14 day returns policy providing items are returned in re-saleable condition. We can not accept items returned with make up, fake tan or creams on the garment so please take care when trying on. Please be reminded that we are not responsible for the safe arrival of any item that you return to us, so we strongly advise that you return to us via recorded delivery so you can track the parcel for your peace of mind.
Under Distance Selling Regulations, a customer has the right to cancel their order at any time up to 14 working days following the day of delivery. Goods must be returned to us unworn and in the very same condition as when they were dispatched.
Finally; please email us before returning an item to let us know of any issues.
DO YOU OFFER PREPAID RETURNS?
Unfortunately we do not offer prepaid returns labels. We do recommend for security and your peace of mind, that you return items via recorded delivery so that its whereabouts can be tracked.
HOW LONG WILL MY REFUND TAKE?
Please allow 5 days for refunds to be processed. You will receive an email confirmation to let you know that your refund has been processed. Payments made via PayPal will show an instant refund back to your PayPal account. In order to view the refund, you will need to log in & scroll to the original payment in PayPal and you should see the refund.