Delivery, Returns & Refund Policy

DELIVERY

UK Delivery

Standard Delivery within the United Kingdom arrives within 2 – 3 working days.

Next-Day Delivery within the United Kingdom will arrive in 1 working day. Next-Day Deliveries take place Monday to Friday.

The order cut-off times for Next-Day Delivery are below:

  • Monday to Friday the Next-Day order cut-off time is 2pm. These orders will be delivered the following day.
  • Saturday & Sunday order cut off times do not apply. We are sending orders 5 days a week Monday to Friday, but please note the delivery of your order could still take place over the weekend.
  • Orders placed on a bank holiday will be despatched on the next working day. No deliveries will be made on a bank holiday, delivery will be made the following working day.

Standard International Delivery

Deliveries to Europe usually arrive within 5 – 7 working days.

Deliveries to America, Australia, Asia, the Middle East & Africa usually arrive within 5 – 10 working days.

Standard International Delivery orders are shipped Monday to Friday, excluding bank holidays and public holidays. We aim to dispatch all orders on the same day, when the order is placed before 2pm, London GMT.

DHL Express International Delivery

DHL Express delivery times vary for different zones across the world. Orders placed by 2pm London GMT Monday to Friday are despatched on the same day, orders placed after this time will be dispatched the following working day.

See below for an accurate delivery time for your region:

  • Europe your parcel will arrive in 2 – 6 business days depending on your exact location.
  • USA and Canada your parcel will arrive within 2 – 3 business days.
  • China, Brazil, Argentina, Parts of Africa your parcel will arrive within 5 business days.
  • Russia, Parts of Africa, and South Africa your parcel will arrive within 5 business days.
  • Parts of Africa, South Africa, and Australia your parcel will arrive within 5 business days.
  • Rest of World and Remote Areas your parcel will arrive within 6 business days.

Please note these delivery times are only applicable for those who selected DHL Express as the delivery method at checkout. DHL tracking numbers will be emailed upon despatch.

DHL Express International Delivery is free for orders £250 or more.

Tracking

Please check your order dispatch email for your tracking number.

For the most up-to-date information on your order, please check your order confirmation email and click the blue ‘View your order’ button. You can enter your mobile number for order updates when possible.

Tracking numbers aren’t always provided due to the service type used. Therefore, you can expect your delivery within the estimated time frames stated.

  • UK Next-Day Orders are sent with couriers
  • UK Standard Orders are sent via Royal Mail or Hermes
  • UK Premium DPD Orders are sent via the fastest service DPD offer, usually arriving within 1 working day
  • International Orders are sent via Royal Mail, DHL, DPD or Norsk. This depends on the service you select at checkout.

Customs and Import Fees

These fees do not apply to any UK orders. Due to all of our orders are shipped from our UK based warehouse and dispatch centre. Because of this, any orders to the United Kingdom are domestic, and will not incur any additional customs and import fees.

To find out any customs/import fees you may need to pay upon the delivery of your order – we advise you contact your local customs authorities for more information.

If you choose to refuse to pay the customs fee and the parcel is returned back to Rock and Move, a shipping and handling fee may be deducted from your refund, as this aspect of the order was fulfilled. If you would like us to send the order again, we may ask for payment of the delivery fees.

Additional Delivery Information

Next-Day UK deliveries exclude offshore postcodes, including but not limited to Northern Ireland, Jersey, Isle of Man and Guernsey. It is not possible to deliver orders to these locations Next-Day however the order will still be sent via an express service.

Delivery times are an estimate and cannot be 100% guaranteed.

We have a success rate of 99% for on time dispatch and our delivery partners will do their best to get orders to you on time. During exceptionally busy periods it can take a little longer to process and dispatch orders.

Sometimes unforeseen circumstances can cause short delays in the delivery of your order.

You can email us if you have any questions.

RETURNS

You can return your purchased product within 14 days (7 days for sale item) of receiving your order for as long as they are in their original condition and all tags attached. Please note items bought in sale are only valid for store credit. To start the return process please email hello@rockandmove.com for (if applicable)   a shipment label. 
 
To return a product, place the item securely in its original packaging and the provided return form, completed, and post your return to the following address: 
 
Rock & Move
PO Box 1336
Harrow
HA1 9QU
 
Once your return is processed you will be notified of the approval or rejection of your refund. If approved, your refund will be processed.

Please note, If you are responsible for all non refundable return shipping charges. We strongly recommend that you use a trackable method to post your returns.
 

REFUNDS

After receiving your returns and inspecting the condition of your item, we will process your return. Please allow at least twenty-one (21) days from the receipt of your item to process your returns. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

Exceptions

For defective or damaged products, please contact us via email to arrange a refund or exchange you may be asked to provide photographs or evidence. 

 

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