Returns Information

Exchange or Returning unwanted goods

PLEASE READ CAREFULLY 

You can return unused goods within 45 days of receipt. 

Please use our online returns system.

Once the goods have been received and inspected we will either exchange or issue a refund for the cost of the goods returned subject to them being in a resalable condition (i.e. with the sales tags attached, packaging intact and goods unused).

We will not accept any returns with damaged packaging and tags missing, returns must be packaged accordingly. We reserve the right to refuse acceptance for any goods returned if they do not meet this criteria.

Please only return products to us that have been bought directly from rockfishfootwear.co.uk If you purchased your item from a retail store or an other website they will need to be returned to the original store or site they were purchased from.

If you have a faulty item please do not return the item but contact us via email hello@rockfishfootwear.com This only applies to items purchased through our website directly. If you purchased your item from a retail store or an other website please contact the seller. If we request the item back for inspection please ensure they are in a clean, dry and presentable fashion.

How to return your item/s via FREE DHL drop off (available for UK mainland only):

If you do not have a DHL Service point near you please return via mail.

  • Include a copy of your original order receipt.
  • Using our returns system specify if you would like a refund or exchange.
  • Ensure the goods are well packaged. Place your order in a mailer bag, or the original mail bag if still fit for purpose.
  • Once you have requested the return you will be emailed a returns label which will need to be printed the first page is to be adhered to the package and the second given to the courier.
  • Please DO NOT write on, or fix the returns address label to the actual box your purchase came in, or mark the product packaging. As this will make your return unsellable and we will not accept your return and decline a refund. You will be charged to have your order sent back to you.
  • Take to your local DHL Express service point https://locator.dhl.com

Please click on the link below to start your return:

 https://360.postco.co/rockfish.

 

How to return your item/s via mail (Outside UK mainland and International):

We do not currently offer free returns outside the UK, returns will be at your own cost.

  • Include a copy of your original order receipt
  • Using our returns system specify if you would like a refund or exchange.
  • Ensure the goods are well packaged. Place your order in a mailer bag, or the original mail bag if still fit for purpose.
  • Once you have requested the return you will be emailed the returns address.
  • Please DO NOT write on, or fix the returns address label to the actual box your purchase came in, or mark the product packaging. As this will make your return unsellable and we will not accept your return and decline a refund. You will be charged to have your order sent back to you.
  • Take to your chosen courier or local post office.
  • Insure the item/s during transit in case they are lost or damaged.

We recommend returning the item using a courier or post office please ensure items are signed for, together with adequate insurance to cover the cost of the item/s or an alternative tracked mail service. Insurance is at your discretion. 

All goods returned remain your responsibility during transit and until signed for by ourselves or an appointed agent.

Please click on the link below to start your return:

 https://360.postco.co/rockfish.

 

What happens next

If the goods are still in a resalable condition (i.e. with the sales tags attached, unused) we will refund the cost of the goods to your original payment method or if you have requested send a replacement size/colour. You will receive email confirmation of this. Please ensure you return any free gifts if you have requested a refund for an item that the gift has been given with. If you choose to keep the free gift we will charge you for the price of the goods.

We aim to process returns and exchanges within 1 week of receipt. Refunds can take between 1-10 days from process date. 

Notes

Please note that under the Consumer Rights Act 2015 you do have a 'duty of care' towards the goods. Your product must be complete, unused and in 'as new' condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product in any way). It should be returned with the original box, packaging, accessories. Do not write directly on the packaging with pen/ink. Any free or bundled gifts received with the product must also be returned.