Exchange & Returns
At Rocktonica customer satisfaction is our highest priority. Our items are all handmade with the highest quality materials, and with intricate attention to detail. If any of the items in your order are incorrect or defective in any way, please contact us for an exchange or refund within 14 days of the date of delivery, provided:
- The items are unworn and in their original condition and packaging
- The original Packing Slip/invoice is included with the return.
- The items are received by Rocktonica within 14 days from when authorised.
Return requests outside our return window will not be processed or accepted. Any transaction fees associated with the purchase are non-refundable.
In order to offer an exchange, the product must be unworn, undamaged and in new condition. Exchanges can only be made for products of identical variation and pricing. Exchanges can be due to sizing, color or defect. Exchange requests must be made within 14 days from order delivery date. Please note that requests outside our exchange window will not be accepted. Please also note that exchanges on replacement orders are not permitted.
Customers must contact firstname.lastname@example.org before posting back the package in order to obtain a return authorisation.
Please note the order error or specific defects. Items must be securely packed, and packages must be shipped back to us using a traceable method such as UPS or Fed-Ex. Please be sure to keep the Return Tracking Number. For your protection, items should be insured for their full value. If you are exchanging an item due to a error made by Rocktonica, we will pay the shipping cost to send a replacement item to you. The customer will have to pay for any costs that may incur when shipping the product back to Rocktonica. Rocktonica will not exchange or credit any returned purchase that is deemed worn or damaged. Please note that for hygiene reasons we are unable to accept returns for earrings. Bespoke jewellery, engraving and special orders cannot be exchanged or returned under any circumstances.
During the sales period, the purchase of sale items will be final. Therefore we will be unable to process any refunds or exchanges.
Only merchandise received by us can be processed for exchange or store credit.
Please note: Refunds, Credit Notes or Exchanges do not apply to customised products, engraved, sale items, discounted items or bespoke orders, which cannot be returned.
All sale item purchases are final and are not eligible for refund.
We reserve the right to refuse or delay returns if an act of fraud is suspected. Please review our terms and conditions for more information.
We do not refund shipping costs. Shipping costs will only be refunded when the return is a result of our error or damaged merchandise.
Good purchased online can not currently be returned at Rocktonica boutiques and counters. Engraved items are non-returnable/non-refundable.
Overseas customers who wish to return or exchange a product will equally need to contact us at email@example.com within 28 days of the delivery date and request a Return Authorisation. It is imperative to mark the package as “Returned Items” on the Customs Declaration form in order to avoid any unnecessary duty fees and delays in customs. Customers who do not do this will have to pay for any costs that may incur.
We understand that some customers would like to exchange a product for a different size or design. As such, we will exchange it as long as the product is sent back within 28 days of the delivery date. Unfortunately, the customer will have to pay for any fees that shipping back to Rocktonica would incur in.
Processing Your Refund
Upon receipt of items, the credit or debit card originally used for the purchase will be credited with the cost of the goods minus the delivery charges (exceptions may apply). We will process your refund within 48 hours of receipt. Your credit card company may take 4-7 working days to credit your account.
Orders from countries outside the European Union may incusr Import Duty. This is a tax that the recipient has to pay as an importer in order to bring foreign goods into the country. The amount to be paid depends on the type of goods and where they come from. In the event that this fee is not paid by the recipient, customs will not release the package and will send it back to the Rocktonica. Any refunds processed relating to this will forfeit the shipping cost incurred by Rocktonica.
All returns, exchanges and refunds are for products that have been purchased directly from Rocktonica via rocktonica.com. For products that have not been purchased directly from Rocktonica; please contact the reseller from which the product was purchased.