We allow all of our customers to return any non-faulty purchases within 28 days from the point of order for a full refund for the goods purchased (this does not include any non-standard delivery charges). We do not refund postage and packing costs incurred getting the goods back to us. Please note that this is a strict 28 day policy and any items that arrive with us after the 28 day limit will be held until payment is made to send the items back to you.
If you require an exchange for a different size or product we charge will charge our Standard Delivery fee for postage and packing the item back to you (this service is only available to customers in the UK). For customers outside the UK mainland postage and packing charges vary, so please contact us for an accurate quote.
Our returns form is printed on the back of your receipt, alternatively click here to download a copy, print and fill it out and then send it back with the goods you wish to return.
Amending or Cancelling an Order
If you would like to amend or cancel your order before with ship it out to you, please get in contact with us as soon as you can. If your order has not been dispatched we’ll be able to add/remove/change products or cancel your order and issue a full refund. You can of course email us about this, but it’s likely to be easier if you can phone us in the shop.
In the rare event that you discover a fault with your goods, please contact us before sending them back. We may need to send the faulty goods back to the manufacturer for them to take action. They may refund, replace or repair the item under their warranty terms. Please note that this may take up to 30 days, but is usually dealt with by the manufacturers much quicker.
If you are returning faulty goods we will only refund you the postage costs if you consult with us about the method of return, and we agree that the price is reasonable.
If you are returning goods from outside of the UK, please contact us first.
Important Information On all Returns
We cannot be held responsible for returned goods that do not reach us, so we would always advise that you take out insurance with your postage provider (usually for as little as £1).
If we receive items that in our opinion have been used in any way, or if the original packaging is missing or seriously damaged we will not give any refund and will expect you to pay for the item to be posted back to you. We understand that you may need to remove the item from its packaging to try it on, and we are reasonable about this, as long as it is clear you have been as careful as possible and we are able to re-sell the item as new.
We absolutely will not accept the return of any rock boots if they have been used in any way whatsoever, even just to try on a hold! Please try your boots on in your own home in a clean area.
If you are returning faulty or mis-delivered goods we will only refund you the postage costs if you consult with us about the method of return, and we agree that the price is reasonable.
In the very unlikely event that you receive products that do not match those which you ordered, please contact us immediately and we will agree the return process. Please note that we are only able to reimburse customers for postage paid if we agree the price is reasonable and have a copy of the postage receipt sent to us.
Like all retailers, we do not accept the return of any DVD’s or books unless there is a fault, to prevent copying of information.
Our returns policy is in full accordance with and exceeds the Consumer Contracts Regulations 2014.