FAQ's

How do I place my order?

There are two ways to buy products from Rocks & Co., right here on our website or from our dedicated UK sales call centre on 0800 107 3535.

When is payment charged to my credit or debit card?

At the point of order your card is pre-authorised. There are no payments deducted from your account until the goods have been dispatched from our warehouse.

What methods of payment do you accept?

We accept payments with the following debit/credit cards: Visa Credit, Visa Debit, Visa Electron, Mastercard, Switch/UK Maestro and Solo cards.

Do your prices include VAT?

Yes, we're based in the UK, so our site shows all prices inclusive of VAT.

How much will postage and packaging cost me?

Postage and Packaging is £4.95 regardless of how many items you order between 9.30am and Midnight. Items remain in your web shopping basket for 24 hours before being automaticaly removed. To be charged one P&P per day for web orders, please only check out once per day. You can keep adding to your shopping basket and check out after you've finished purchasing as long as you complete your order within 24 hours.

How long will it take for me to get my order? Are your delivery dates guaranteed?

We aim to deliver your jewellery within 3-5 working days, although this occasionally takes longer during busy periods. Unfortunately, delivery dates cannot be guaranteed. If you have not received your jewellery within 5 working days please contact our customer services team. Our number is 0844 107 3535 and we are available from Monday to Friday, 9:30am to 6pm.

Do you deliver to Northern Ireland, Isle of Wight, Anglesey and Republic of Ireland?

We deliver to all UK addresses with a postcode, including Northern Ireland, Isle of Wight and Anglesey. If you reside within the non-mainland areas mentioned you still only pay £4.95 and can take advantage of all the other postage rates offered to mainland UK customers.

What happens if I'm not in when you deliver?

Most of our products are dispatched by our nominated carrier and will usually require a valid signature as proof of delivery (POD). If you are not in when your goods arrive by courier, a card will be put through your door giving details of the attempted delivery as well as contact details for the courier company. You will need to contact them to arrange another delivery time. If this fails, the goods will be returned to Rocks & Co. Please try and provide us with an address where there will be someone available to sign for the delivery, for example we can deliver to your place of work if that makes things easier for you.

Can I track my order progress?

Yes, just provide us with an email address at the point of order. We can then send you an order confirmation when all orders you have placed in any one day have been processed. We will also send you a despatch confirmation once your orders have left our warehouse. This will provide you with a parcel number linked to our nominated courier's website allowing you to track your order.

What should I do if I receive damaged or incomplete goods?

Please call our customer services centre on 0800 107 3535 (open Monday to Friday, 9:30am to 6pm). You will be entitled to a replacement (if stock is available), exchange or a full refund including the cost of postage. As per normal we will ask you to return it to us via Royal Mail Special Delivery. While we will cover this cost, we will not be held responsible for meeting the cost of return by any other method or any loss in transit that may occur.

How do I obtain a refund for returned goods?

We provide refunds as per our terms and conditions. Please see our Returns Policy for further details.

How much are your call charges?

Calls to our 0800 numbers are free from landines. Charges mey be incurred with some phone service providers i.e. mobile networks. These costs are therefore a guideline only. Every effort has been made to ensure that the information supplied is correct (November 2011).

Calls to our 0844 numbers are charged at 5 p/m at all times from BT landlines. Charges may vary with other phone service providers. These costs are therefore a guideline only. Every effort has been made to ensure that the information supplied is correct (November 2011).

I am new to internet shopping and would like some help, what should I do?

Just give our friendly customer services team a call and we will happily talk you through any queries you have. Our number is 0800 107 3535 and we are available from Monday to Friday, 9:30am to 6pm.

How long do items stay in my shopping basket?

Items remain in your shopping basket for 24 hours before being automatically removed. Please check out within this time to avoid disappointment.