Rockpools Illustration Print

Covid-19 (Coronavirus)

We’re open and taking orders. Whilst there are currently no changes in service from our couriers, our warehouse processing is taking longer due to the strict social distancing and hygiene procedures that have been implemented.

Delivery Methods

We currently deliver in most European countries, United Kingdom, United States and Canada.

Update: Because of Brexit, we temporarily stopped delivering to the EU.

* Delivery time may vary and are not guaranteed
** Customs duties and taxes can occur and have to be paid by the customer 
EU Zone 1: Belgium, Germany, Netherlands.
EU Zone 2: France, Ireland, Luxembourg, Denmark, Portugal, Spain, Italy, Austria, Greece.

What are the delivery and order cut off times?

• We endeavour to process and dispatch all order placed before 3pm Monday - Friday on the same day (excluding U.K. public holidays)
• Orders placed over Saturday & Sunday, are dispatched the next working day. This is usually Monday excluding U.K. public holidays on rare occasions
• Please note estimated delivery times are from the date of dispatch. Once an order is dispatched the courier will endeavour to deliver as specified and subject to their terms and condition.
• For Next Day / Express delivery orders must be placed before 3pm, orders placed after the 3pm cut-off time will be processed on the next working day. Orders placed over the weekend will be processed next working day, this is usually Monday. Next day delivery is only available for U.K 

For more information of courier terms and service, please see respective website 

DPD: https://www.dpd.co.uk/terms-and-conditions.jsp

Royal Mail: https://www.royalmail.com/terms-and-conditions

At what stage can I choose the method of delivery?

After you have selected your shipping address and clicked on "Continue to shipping method", you will be able to choose your delivery method.

Can I get delivered at an address other that the one on my customer account?

Yes, after validating your basket you have the choice to select from your stored addresses or to add a new one. On the step 3 "Payment Method" make sure you entered the correct billing address by selecting "Use a different billing address".

How is delivery by the carrier carried out?

Delivery by the carrier means that someone must be present to receive the parcel. If that is not possible, just give us your workplace address, the address of a friend or neighbour who can be there for the delivery.

Can my order be delivered in several parcels?

Yes, depending on the type of product ordered, your order can be delivered in several parcels. That is the case especially for orders involving bulky items that due to their size cannot be packed together. In that case, you will receive two different parcel numbers.

Return items within 45 days, and it's free!

We hope you'll love our products and that you'll be satisfied with them. Although, we know shopping online can be off-putting as you never know how an item really is until you can hold it in your hands, this is why we offer a return policy that is easy. We will be happy to refund or replace unworn/unused items, however, please read the qualifications below.

Qualifications:

• Products must not have been used, worn, washed, or altered.
• Earrings must not have been worn due to hygiene reasons.
• Beauty products have to be returned within 30 days due to the nature of the product. It must be sealed must not have been used or opened.
• Bespoke or personalised items cannot be returned unless broken or faulty.
• No visible signs of use including deodorant/cosmetic stains, perfume, scents, hygienic stains, etc. 
• All tags must be intact and the products returned in their original packaging.

If you qualify and wish to request a return, please start a return.

More Information:

Please note we are unable to refund the cost of Next Day / Express Delivery as it is an extra service and not part of our standard service.

Defective / Incorrect Items
Defective or incorrect items must be reported within 72 hours of delivery to ensure it is properly processed.

Europe & International 
You will be sent the return address to post the return yourself. Returns can take up to a month to arrive to us, please be patient.

Refunds
Once your return has been received and processed, it will typically take 2-5 days for the funds to show on your bank statement.  

Exchanges
You can proceed to an exchange only if the amount of the item(s) you wish to return is equal or less than the item(s) you are requesting. The difference will be refunded on the original payment method.

Store Credit
Once your return has been received and processed, your store credit will be immediately available.

Prepaid return shipping labels
Prepaid return labels may only be used once. Limit 1 prepaid return shipping label per order. The label is only to be used to return the order it was created for.

Non-qualifying returns
Returns that show any type of signs of wear, damage, scents, alterations, without tags or without the original packaging will not be accepted and will be sent back to the customer at their expense. A decision to refuse a return that is not compliant with the return policy is final and cannot be refuted.

False Claims
False claims regarding defective pieces will result in the piece being returned to the customer, at the customer's expense.