Delivery & Returns
Standard UK shipping (mainland only) is FREE on all orders. All orders shipped within the UK are delivered using courier delivery via Hermes. Packages do not require your signature, and if you are unable to take receipt of your package personally, our courier service will leave your order in a secure location. Instructions will be left at the delivery address. An email will be sent to you once your order has been dispatched, including instructions on tracking your order. Please allow up to 24 hours for tracking to be activated. Your order will usually arrive within 3-7 working days of the shipping date. Should your order be placed on a BANK/PUBLIC HOLIDAY this may cause a slight delay with our courier and your package will be dispatched on the following working day.
We ship worldwide to 42 countries and cities.
International shipping costs are a flat rate of £20 (GBP) for countries within the EU for all other countries it is a flat rate of £25 (GBP) per order for items that have a dimensional weight of 2kg and below. Should you wish to purchase multiple products with a dimensional weight greater than 2kg for example multiple shoes we would advise you to opt for the Rockin’ Reptile special padded packages rather than our shoe box to reduce your international shipping cost to a minimum. Orders with a large dimensional weight (2-5kg) will cost £38 (GBP). WE NOW SHIP INTERNATIONALLY TO ALL COUNTRIES FOR FREE ON ORDERS ABOVE £50 (FOR A LIMITED TIME ONLY) KINDLY TYPE 'FREESHIPPING' IN THE VOUCHER CODE SECTION UPON CHECKOUT. Should your Country or City not be listed on the drop-down menu we will still be able to ship to your Country or City , Kindly send us an email at firstname.lastname@example.org to request a shipping quote and we shall be happy to do what we can to have the package sent to you whichever the destination.
Your order will usually arrive within 5-10 working days of the shipping date. All orders shipped internationally are delivered using tracked delivery via UPS Express, DHL Express TNT or Transglobal express. An email will be sent to you once your order has been dispatched, including instructions on tracking your order. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.
NEXT DAY DELIVERY
Unfortunately we currently do not offer a Next Day Delivery Service.
RETURNS AND EXCHANGES
Items should be returned unused and with all ROCKIN REPTILE and designer tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused.
Where provided, belts and any designer packaging such as authenticity cards, dust bags, and leather tags should be included with your return.
All shoes should be tried on a carpeted surface before wear.
Goods are faulty if they are received damaged or where a manufacturing fault occurs within 7 days of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.
If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.
We have made every effort to display as accurately as possible the colors of our products that appear on ROCKIN REPTILE. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.
If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us provided you give us written notice. Notice can be given any time after your order has been placed, up until 7 working days from the day after you received you order. Notice of contract cancellation under the DSRs must be given in writing to: Notice of Contract Cancellation, Customer Care Department at email to: email@example.com
Please note you may only use your right to cancel the order under the Distance Selling Regulations 2000 (DSRs). if you give us formal written notice of cancellation any time after your order has been placed, up until 7 working days from the day after you receive you order, by email or post as described above, i.e. before requesting your RMA through your ROCKIN REPTILE account.
Please allow up to 30 days for the refund or exchange process to be completed after which you will be given the option of a full refund, Rockin’ Reptile credit or exchange if size is available.
Exchange: You can choose to exchange any of your ordered and unworn items with another item available on our website, which has the same or a lower price. If the original order was purchased using a promotional or discount code, you will only be able to exchange for the same item in a different size/colour or exchange for a different item at the equivalent cost you paid or a lower price. We can reimburse you any price difference. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new piece separately.
Refund: You can choose to be refunded the cost you paid for any of your initially ordered items, if they have been returned in original condition to our warehouse. Shipping cost, if any, is non-refundable. Your refund will either be credited to the original purchaser's credit card or ROCKIN REPTILE account . If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable.However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise
For Sale Merchandise reduced more than 50 percent we do not offer any cash refunds. For merchandise reduced less than 50 percent we will be happy to offer store credit though notice in writing must be given with 7 days of purchase with items returned in original saleable condition.
We do not offer refunds for the following items :
-Any item that has been altered or custom specifications been made to suit the client in terms of alterations or bespoke colours or specifications.
-Pierced earrings or Jewellery
-Hats or Scarves
Cash Refunds will not be given for unwanted items regardless of condition.
This does not affect customers' Statutory Rights.
Store credit: You can choose to receive a Rockin’ Reptile store credit equivalent to the cost you paid for any of your initially ordered items, if they have been returned in original condition to our warehouse. Shipping cost, if any, is non-refundable.
HOW TO RETURN YOUR ITEMS
Returns Within the UK
Please obtain a Returns Merchadise Authorisation (RMA) BEFORE returning your package within 7 Days of receiving your package. We reserve the right to refuse refunds who have not obtained authorisation before returning the package. We will collect your parcel on a pre arranged date directly from your home/office and return it to our Rockin’ Reptile warehouse for £3.95 including VAT. If the value of your return is over £40 you can pay for extra cover whilst arranging your collection.
*Please note for collections from the following postcodes IM, HS and ZE there will be an additional charge of £1.99 including VAT. Alternatively, there is also an option to drop off the package at your nearest Parcel Shop, further information as to the location of your nearest Parcel Shop will be provided upon receiving your RMA. Thank you.
Returns by international post
Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation any time after your order has been placed, up until 7 working days from the day after you receive you order, by email described above, i.e. before requesting your RMA through your ROCKIN’ REPTILE account.
1. Include the Returns Note in the return package.
2. Please ensure that you request a proof of posting certificate.
3. Return to us via your local mail service.
4. Address the package to:
Rockin Reptile Limited
31 Tamarind Court, Stonehall Gardens, W8 5UP, London, United Kingdom.
International shipping costs to return your order will not be reimbursed. It is only in exceptional cases that this will be considered and you will need to contact our Customer Care Team directly to discuss. We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. Refunds will be issued within 30 days of us receiving your cancellation notice. If we do not receive the cancelled order back, we will arrange to have it collected from you at your cost.
If you have any questions, queries or concerns, please feel free to contact our customer care team by filling up our contact us form and one of our agents will be happy to attend to your query.