Returns Policy

What is your returns policy?

Pre – Order or Made to Order Returns Policy

How do I return an item?

Have you received my order?

My item is damaged, what do I do?

Why would you cancel a delivery?

Why do I need to register my return?

Shipping

Postal Shipping Rates

Do I have the right to cancel?

Privacy & Security

Credit Card Security

Terms and Conditions


Returns Policy

You may return your item/s back to us within 14 days of receipt for a refund provided it is in its original, unused condition.

If Pre-ordered/Made to order we will issue Store Credit only, excluding the original delivery charge, or exchange the item for a different size/colour if requested. Please note returns take up to 10 working days to process.

Any unwanted items must be returned to Rock A Riot in their original and unused condition. Unfortunately any items, which are found to have make-up stains on the garment cannot be exchanged or refunded unless they are faulty.

Check out our full Returns Policy below more details.


What is your full returns policy?

Should you change your mind, you can return your items to us, provided:

Items must be returned within 14 days of delivery.

  • Items must be unworn and unwashed.
  • Items must have all Rock A Riot tags attached.
  • Items must be returned at the customer’s expense.
  • You must obtain proof of postage just in case your order is lost on its way back to Rock A Riot. Failure to do so may result in us not being able to process your return.
  • We reserve the right not to refund you if you return items to us outside the terms of our returns Policy.
  • If a parcel is damaged we cannot issue a refund, please insure you have packed the item safe and secure.
  • The cost of the returns for a Pre-Order/Made To Order must be paid by the customer.
  • The cost of the postal for an exchange return must be paid by the customer.

ROCK A RIOT IS NOT RESPONSIBLE FOR ANY MERCHANDISE THAT IS LOST OR DAMAGED WHILE BEING RETURNED


Pre – Order/ Made to Order Returns Policy

Please note that Rock A Riot does not refund due to items being pre-order/custom made to order. Our delivery time can vary due to availability of dress-making. We will happily offer store credit for items you wish to return or exchange.

In the case of faulty products, we will gladly replace the item once returned back to us. WE DO NOT REFUND if an item is Pre-Ordered/Made to Order.

To ensure you have the best online shopping experience possible, we have put together a flexible returns policy to allow you peace of mind. Returns are processed within seven business days of receiving your items.

All returns will be automatically processed for store credit; if an exchange is desired, you will need to place a new order using that store credit. You will receive an email with details of the store credit once your return is processed. A store credit is issued for the amount spent on the item purchased. (Excluding shipping cost).

Returns must be sent back within 14 days of the customer receiving the item. If a return is sent outside of this time frame, we will use our discretion as to whether we can make an exception in accepting it. Returns must be received in original condition as defined above in our full returns policy.


How do I return an item?

We hope that you will be satisfied with all products that you purchase from us.  If for any reason you are not, we are more than happy to offer an exchange, credit coupon or full refund for none sale items. All discounted ‘sale items’ are non refundable and a store credit coupon will be issued to use on your next order.

Please DO NOT return any merchandise before emailing us at here. Your emails must include the following:

  • Order number
  • Product price
  • Purchase date
  • Reason for return
  • Link to the order on the website
  • Full name
  • Address
  • Tel number
  • Email

Once we have obtained your returns request, you will receive authorisation from us to return your item. Any merchandise returned without valid authorisation will be refused and returned at the customer’s expense.

If you change your mind about any items purchased you can return them to us within 14 days of the parcel being delivered to you, provided:

  • the items are unworn and unwashed
  • the items have all Rock A Riot tags attached

Full returns policy conditions can be found here.

All refunds or store credit be made using the same method of payment you used to purchase the items and will be made by us no later than: 14 days after the day we receive items back from you; or (If earlier) 14 days after the day you provide evidence that you have returned the goods

All Pre-Order/Made to Order Returns will receive store credit by email to the address provided on the date of sale, with your own personal code to use online the website.

All Sales Orders please follow our normal returns policy above. Please note, we offer only store credits for the return of sale merchandise that is merely unwanted.


Have you received my order?

Please allow up to 10 working days for your parcel to be returned to Rock A Riot. We will send you a confirmation email once it has arrived. You will receive an additional email once your return has been processed.  If you haven’t heard any communication from us after the 10 working day timescale, please contact our Customer Care Team with your order number and details of the items returned.

If you’ve returned more than one order in the same parcel, please allow an additional 72 hours for all your returns to be completed.


My item is damaged, what do I do?

If you receive merchandise that has been damaged in transit, or has a fault, then please email us  here where we will send you a returns authorisation email. However please note, Rock A Riot documents all garments by photography before posting them out to customers. If the damage has been made by Royal Mail or the Delivery Company, please contact them direct to open a claim.


Why would you cancel a delivery?

To ensure you receive the best garments from our website Rock A Riot checks all orders prior delivery for any damage made direct from the warehouse/designer.

If we see an item has been damaged on a Made to Order/Pre-Order Sale, we will offer a full refund to the customer and a full refund for the delivery cost. We aim to work with the best companies around the world to deliver high quality garments but cannot be responsible for transit delivery damage. If this does happen we can only rectify the problem before your item is posted, causing further delay.


Why do I need to register my return?

All UK returns must be registered by Royal Mail, All other by their local International Delivery Company.

Please note:

  • The item is your responsibility until it reaches us.
  • For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods & you are able to track to ensure it reaches us.
  • The cost of returning the item to us is your responsibility.

Don’t forget to keep your postage receipt in case your return gets lost on its way back to us.


Can I made a exchange?

  1. Exchanges are accepted within 14 calendar days from the date your merchandise is shipped from our warehouse.
  1. All returns requests must be made within 7 days of receipt of your product.
  1. Items must be returned in new and re-saleable condition.
  1. Exchanged merchandise must meet the same requirements as returned merchandise above.
  1. Exchanges are unavailable with international shipping options.
  1. There will be a shipping charge for actual shipping fees per exchanged order to cover shipping costs and will be billed to the customer.
  1. All costs associated with the return of any merchandise to Rock A Riot, is the entire responsibility of the customer.
  1. You must have contacted us via our returns email at here and have received our returns authorisation Email before you return your merchandise.

Shipping

We are not liable for late or missing deliveries from the courier, please contact them directly with your tracking number.

Contact – Royal Mail Customer Service:  08457740740

You will receive email updates about the status of your order. If you have any queries about any orders placed please contact us.

If you are not present to accept the delivery, the driver will leave a card through your door informing you of his attempt to deliver your parcel. A contact number will be provided on the card along with details of how to collect your parcel from your nearest depot, or how to re-arrange delivery.


Postal Shipping Rates & Timelines 

For European countries, the cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note that orders require a signature on receipt.

Please remember if your outfit is Pre-Ordered/Made to Order, it will take 7 to 14 Working Days for your outfit to arrive to our warehouse. We then will aim to post via:

Pre Orders/ Made to Order Delivery Flat Rate – £4.50, 7-10 Working Days

Worldwide – £9.99, 3 – 14 Days

Shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please note that orders require a signature on receipt.

Signed For Standard Delivery only (4-14 working days): Cost subject to weight

Please note that delays can occur in customs, and these delays are beyond our control.

Important: Any customs or import duties are applied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary from country to country; if you require more information, please contact your local customs office.

Please ensure you have read the full Postal Shipping Rates above before making a purchase.


Do I have the right to cancel an order?

To exercise the right to cancel, you must inform Rock A Riot of your decision to cancel the contract by either completing the Cancellation Form detailing your name, address and order number and that you wish to cancel your contract.

If you have cancelled a pre-ordered/Made Custom orders will incur a charge of £10 if the item is being made to order. Please note returns take up to 10 working days to process.


Privacy & Security

This privacy policy sets out how uses and protects any information that you give when you use this website. Rock A Riot is committed to ensuring that your privacy is protected.

Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Rock A Riot may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

This policy is effective from the 1st of February 2016. To view our full privacy policy, please click here. To view our full cookie policy, please click here.


Credit Card Security

When the order is placed us, credit card numbers are encrypted using a secure server. We do not process or have access to your credit card details, all payments are made securely through PayPal.


Terms & Conditions

Access to and use of this Website www.rockariot.com and the products and services available through this Website (collectively, the “Services”) are subject to the following terms, conditions and notices (the “Terms of Service”). By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time.

You should check this page regularly to take notice of any changes we may have made to the Terms of Service.

We reserve the right to withdraw or amend the Services without notice.

By placing an order at www.rockariot.com you are offering to purchase a product on and subject to the following terms and conditions.

All orders are subject to availability and confirmation of the order price.

Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force majeure for which we will not be responsible.

Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur.

If we discover an error in the price of any goods, which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled.

We do not price match.

Faulty Items should be checked by the customer, any faults please send back with 30 days of receiving your order. After 30 days we will offer a replacement if the item is in stock, if the item is not in stock we will offer a free repair or full refund.


Disclaimer of Liability

1.The material displayed on this Website is provided without any guarantees, conditions or warranties as to its accuracy.

2. Complaints – We operate a complaints handling procedure, which we will use to try to resolve disputes when they first arise: Please let us know if you have any complaints or comments. However if you breach these conditions you will be fully responsible and we may take actions against you.