Our returns policy is set in accordance with the Sale of Goods Act 1979.
We can appreciate that buying online can sometimes be tricky, so Rocket Originals offer a no-nonsense returns policy and we will gladly offer you a refund or exchange on all our goods.
We want you to be pleased with your purchase from us, so before ordering please check the measurements and sizes on the guides provided for assessing fit. Please note that It is the customers responsibility to choose their correct size so if in doubt, or if you have any queries at all, contact us for advice as this will greatly lessen the possibility of returns.
You have 30 days to return your goods starting from when you receive them.
Should you wish to exchange or return an item please get in touch within 7 days of receiving them via email stating the reason for the return. You can email to firstname.lastname@example.org or use the Contact Us section on our website.
Our address for returning goods is:
We will always exchange or refund in full (including postage charges) if in the unlikely event that there are any manufacturing faults with your goods when you receive them or we have sent you the wrong item. We can only refund or exchange once the goods have been returned to us.
We will refund or exchange goods if a customer has ordered the wrong size or colour, or just decided to change their mind, as long as there are no signs of wear; however the customer is liable for all postage costs including the cost of posting an exchanged pair back to you. Postage for us to return the exchanged shoes back to you can be purchased here - https://www.rocketoriginals.co.uk/postage-payments.html
Please return any items promptly, using an insured and traceable method. In the UK we recommend using the Royal Mail Signed For service. If you use a different courier it is your responsibility to ensure that they will deliver to a PO Box address. Items that are being returned are the responsibility of the sender, not Rocket Originals. We are not responsible if a returned parcel is lost during transit or is not delivered, if this occurs you must contact your courier.
If you have received your order via mail there will be a return address card with your order. This can be attached to the parcel when returning. Please put a copy of your order sheet in with the returned parcel or a note stating your name, order number and address so we know who has returned the order. It is important to state on the order form or note why you are returning the item, we will not be able to process the exchange or refund without this information.
For overseas orders, please clearly mark on your parcel in the customs form "No Commercial Value; Returned Goods" this is to avoid delays and charges at customs. Any customs charges incurred must be paid by the sender.
For exchanges we will send you a Paypal invoice for the return postage and we will send out the replacement pair once the payment has been made.
Any refunds will be processed as soon as possible after we receive the returned goods and paid back to the card used for the initial payment.
Goods must be returned as received in the original shoe box or packaging and show no signs of wear. A repacking fee will be charged if goods are not returned satisfactorily.
The shoe box is part of the packaging for shoes and has to be reused. DO NOT STICK POSTAGE LABELS DIRECTLY ONTO SHOE BOXES because the shoe box cannot then be reused. £2.00 will be charged to the customer for a replacement box if a shoe box is returned with packaging labels attached.
If you are returning shoes for a refund please also return the complementary shoe bag, if this is not returned a £3.00 charge will be deducted from the refund.
If you are returning clothing the item must have no signs of wear, make-up stains, body odour, pet hair etc. If the item is returned in an unsatisfactory condition and has to be laundered or repacked, a cleaning and/or repacking charge will be deducted from the refund.
If you prefer to speak to someone about your purchase please ring our office at (0)1226 766819, between 10 am and 4 pm GMT Monday to Friday. If we are not able to take your call (due to working away etc) please leave a message.