At Rock + Run we offer a fast and reliable shipping service at a reasonable price. We use DPD International Couriers to ensure that your order reaches you as quickly and efficiently as possible. All of our orders are sent on a tracked service, which means that virtually nothing goes missing.
Orders must be placed before 1.00pm (EU Time) Monday to Friday to be dispatched the same day.
|Order Values Between||Shipping Method||Delivery Time||Shipping Cost|
|£00.01 - £199.99||International DPD||4-5 Working Days (Deliveries on Mon-Fri)||£18.00|
|£200.00 and above||
|4-5 Working Days (Deliveries on Mon-Fri)||FREE|
DPD Courier (International)
You will need to follow any instructions on your calling card, SMS or email. Any parcels returned to us will be refunded minus any shipping and extra charges.
If your order has taken longer than expected to arrive then please e-mail us: firstname.lastname@example.org or call us on our Customer Service number +44 (0)153 956 4540. Normally the sooner we are made aware of a problem, the easier it is to sort out.
We are closed on UK Bank Holidays and delivery services will not run on these days so please allow and extra day for delivery.
In the very unlikely event that we cannot ship your order within 24 hours we will contact you via e-mail or phone with an expected delivery date.
If you have any further questions, please send an email to email@example.com
You may return any order within 28 days of you receiving the order.
We will only process a refund on any items returned. You will have to place a new order online if you want a different item.
What items cannot be Returned
A Note on Climbing Safety Equipment
You can return Climbing Safety Equipment to us (unlike some of our competitors), however we are very strict on condition. Everything must be as it was received, with all labels, tags and packaging still on the product. Ropes must not be unpacked or uncoiled. If we feel that the product has been used or is not as supplied we will refuse the cancellation on safety grounds.
Returning the Goods
Please take reasonable care of the goods, as we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of poor handling of the goods by you.
Examples of common issues that can be avoided: contact with chalk dust, animal hair or carpet fluff. Damaged product packaging, ripped bags, tape or return shipping labels directly attached to product packaging (e.g. shoe boxes).
Instructions on Returning
Please use our returns form where possible.
PRINTABLE RETURNS FORM: DOWNLOAD HERE (PDF)
Make sure that your return is suitably packaged and either in a box or wrapped in plastic and that our address is clearly visible on the outside of the package. Do not stick labels directly on product packaging and please avoid putting sticky tape on shoe boxes.
It is up to you to pay the postage to return any items to us. We recommend that you use a signed for service as we cannot accept any responsibility for parcels which go missing on their way back to us.
We will refund the card which was used to place the order, and endeavour to process your refund for the returned items within 2 days of us receiving the goods.
If you are outside the UK and have a faulty item please email us and attach photos of the fault where possible. A member of our customer service team will reply and provide further instructions.