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Returns

We hope that you are happy with your order, but should you decide that you no longer want the item you’ve chosen, we are happy to refund the product as long as it is in an unused condition. If you wish to exchange, unfortunately we are unable to process this so we will have to refund your unwanted item whilst you purchase the item you would like. You have 30 days to return the item(s) to us starting from the day after you received the product. From the 15th of November until the 1st of January this time period will be extended to 45 days. 

Please note we do not offer free returns, you will be responsible for the cost of returning your order.

Please notify us via email at customercare@rockluggage.com with your reasons for the return and we will provide you with further information on how to return the item. To help us identify your order, remember to include the following details in your email: your name and address, order number, products you ordered, order date, date received.

We reserve the right to refuse a refund if items have been used or are in a non-saleable condition. Following your return of the products, we will provide you with a full refund as soon as possible and, in any event, within 14 days of us processing your return. We will refund you by the same method you used to pay.  

Please note that the product must be appropriately packaged in a cardboard box and all openings securely fastened with tape. Our couriers impose a £40 non-conveyable charge for items which are not boxed, which will be liable to you.

Sometimes due to human error, you could receive the wrong item. If this occurs, please notify us as soon as possible by email at customercare@rockluggage.com so we can ensure we can get the right product sent to you and organise the collection of the incorrect product back to us in the most convenient way.

Please note, we do not offer exchanges. However, if you’ve received an item that’s not in perfect condition, please email customercare@rockluggage.com in the first instance including the following information:

Your Name, Order Number, Product Name and Code, Picture of the damage/fault and a Description of the fault.

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

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