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FAQ

Which payment methods are accepted?

We accept all major debit and credit cards - Visa, Mastercard, Maestro UK, Visa Electron, Solo and American Express. We also have Paypal and Klarna available as payment methods.

Can I cancel my order?

We process orders as quickly as possible so there is no guarantee that we can stop your order from shipping. If you decide you no longer want your order, please contact customer service to request cancellation and we will do our best to assist.

How do I use a discount code?

Enter your code into the “Discount code” box at the checkout page. You can only use one code at a time.

What are the delivery options?

Please click here to view our Shipping Policy.

Can I return an item?

Yes, please click here to view our Returns Policy.

One of my items is damaged/faulty, what shall I do?

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you, please email customercare@rockluggage.com to and we will resolve the issue for you ASAP. When you first contact us please include the following information:

Your Name

Order Number

Product Name and Code,

Picture of the damage/fault

Description of the fault

The product name and code can be found on your order confirmation email.

One of my items is missing, what should I do?

Please note your missing item may be packed inside another item as our suitcases can be nested together.  If you have checked and something is still missing, please email customercare@rockluggage.com and we will resolve it asap.

What does Rock’s warranty cover?

Please click here to view more information on warranty cover.

How do I make a warranty claim?

In the unlikely event that a fault should develop, please email customercare@rockluggage.com and ensure you include the information below to make a claim:

Proof of purchase

Style name/code (can be found on an internal white label)

Size

Colour

Details of fault

What do I do if my suitcase is damaged during a flight or a third party?

If damage to your baggage is caused by airline or other carrier mishandling, we recommend you make a claim straight away with your carrier at the airport or station where you retrieved your baggage.  It’s always a good idea to check your baggage carefully for any damage when retrieving it from your carrier.

Can I order spare parts for my product?

We have spare parts available for our ranges. These include wheels, locks, trolley systems, carry handles and zip pullers. Please emailcustomercare@rockluggage.com with the following product details below:

Style name/code (can be found on an internal white label)

Size

Colour

Can I repair my suitcase?

Wherever possible, we try to repair rather than throw out and replace.

In many cases, problems such as a broken trolley handle or wheel can be repaired quite easily, by replacing the faulty part.

How do I set code on my lock?

Click here for our guide to setting your lock. Our locks are set with a 3-digit combination, the keyhole is for a universal key which is used at customs to search your case without destroying the lock.

I forgot the code on my lock- what shall I do?

The default factory setting for the lock is 0-0-0. We would suggest trying the combinations with one digit either side of what you intended on each dial. For example, if you were intending to set the code to 1-2-3-4, try:

0-2-3-4

2-2-3-4

1-1-3-4

Etc...

How are your products measured?

Our measurements are external- the height of our suitcases includes the wheels.

Still need help?

Just drop our team a message at customercare@rockluggage.com and we will get back to you as soon as possible.

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