SHIPPING

&

RETURNS

Shipping Policy

UK Shipping:

Items will be shipped within 1 - 3 business days of payment clearing.

 

We use Hermes courier service for our standard shipping. Standard delivery will take between 3 - 4 working days.

All parcels will be tracked and a tracking number will be provided.

If you require your parcel to be delivered by next day delivery, please email us  at info@rock-dog.co.uk for a courier service quote.

 

International Shipping:

 

Items will be shipped within 1 - 3 business days of payment clearing.

We provide tracking on all International purchases.

 

Delivery time will depend on your country, usually between 5 - 14 business days however delays can occur.

 

All International orders are tracked shipping via Royal Mail.

 

As a buyer you are responsible for any additional customs fees, please inquire about those for your specific country before ordering.

 

Please note that Rock Dog cannot take responsibility for items lost or damaged in the post.

Return & Exchange Policy

We are happy to refund or exchange your item if you contact us within 14 days from receiving your parcel.

Item must be shipped back to us within 14 days after making contact with us in its original condition (unworn and labels still attached) along with your invoice receipt.

The return policy we offer is in compliance with UK law, therefore items that arrive back to us after the deadline will not be eligible for a refund or exchange and will be returned back to the customer.

To return an item, please contact us via our contact page for a returns authorisation code and the return address.

Please ensure that you return your item(s) via a signature service with a tracking number along with the correct value insurance as we are not responsible for lost parcels which are shipped back to us.

We are unable to accept any returns that fall outside of our return policy.

We charge a flat rate fee for shipping, therefore, if the shipping cost was over this flat rate, the extra cost will be deducted from your refund.

Custom made items are non returnable.

Rock Dog reserves the right not to refund item(s) that are not returned in a re-saleable condition.

 

In the case of exchanges, please note you will be responsible for the return shipping and re shipping costs.

Please carefully measure your pet to ensure you get the correct size.

 

Refunds or exchanges will be processed minus the shipping cost once the item is received by us in its unworn original condition.

 

You will be responsible for return shipping costs.

IMPORTANT INTERNATIONAL RETURNS INSTRUCTIONS:

International returns must clearly mark the parcel with 'RETURNED GOODS RELIEF' along with the customs document clearly marked as 'Returned Goods NCV' (No Commercial Value). You will also need to place the original shipping label and invoice inside the parcel.  This is to avoid custom charges, otherwise customs will believe that you are the seller rather then returning an item that you want to refund or exchange.  If your parcel is not returned this way and custom charges are raised, you will be responsible for these charges and charges will be deducted from your refund.

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Rock Dog Ltd London United Kingdom

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