HELP
Ordering
Purchasing from us could not be easier. We do not require logins and passwords. Just add your item or items you wish to purchase to the cart and then checkout. We now offer customers three options to checkout. If you just want to submit your card details and go, then just click on the ‘Checkout’ button and follow the on screen prompts where you can complete the necessary information we require in order to process your order including submitting your card details through our secure payment area.
We also now use Verified by Visa & Mastercard Securecode to keep you protected when you shop online with us - once you have entered your card details, you may be prompted by your card issuer to enter or register a password. This added security is to help prevent unauthorised use of credit & debit cards online - you register just once and can then shop online safely with other participating retailers. If you have any problems completing this stage, please contact your bank for advice.
If you hold an account with ‘Paypal’ or ‘Google Checkout’, then we can accept payment by these methods also.
Different Delivery Address & Anti-Fraud Security Checks - we give UK customers the option to enter a different delivery address than that of the billing address. In these circumstances, the delivery address will need to be verified to ensure that the transaction is genuine. It is very simple to verify work addresses however when a different residential address is given then we have to undertake other security checks to ensure that the transaction being made is genuine. This may include, but is not limited to, corresponding to the cardholder at the billing address to confirm that the transaction has been made with their knowledge. If this does occur, then it can lead to a 24 hour or so delay to orders being processed, but we believe that it is both necessary and worthwhile to help prevent fraudulent transactions keeping both ourselves and the public from becoming victims of fraud. It also allows us to continue to offer an alternative delivery address option to our UK customers. We are sorry but we are unable to send orders to a different delivery address for customers outside of the UK. These additional security measures may also be undertaken at our discretion.
Payment is processed when orders are placed however all goods are subject to availability. If your item is not in stock then we will notify you immediately by email whereupon you will be advised of a delivery date or offered a full refund. If goods are not supplied, then a full refund will be made. Some items, particularly heavier products, may be delivered directly from the manufacturer/supplier.
Prices, Payment & Special Orders
VAT at the UK standard rate is included in all prices where applicable, for UK and EC member states only. A VAT receipt can be provided on request. Countries outside of the UK and EC are subject to paying advertised prices in full as full cost of the item(s) with no VAT element applied. Payment is processed at the time the order is placed with us as offer to purchase from us. This is not an acceptance of your order which only takes place once the product(s) have been dispatched. If an order is not accepted and/or any product(s) not supplied, then we will notify you by email and a full refund will be made.
Special Order items may be subject to a 15% non-refundable fee if the Special Order is subsequently cancelled by the Customer. If an item is Special Order then Customers will be notified immediately and given the opportunity to cancel or proceed with the Special Order.
We accept most major credit & debit cards which are processed through our online secure payment server operated by Paypal which uses the Secure Sockets Layer protocol (SSL) with 128 bit encryption (the highest level commercially available). We also now use Verified by Visa & Mastercard Securecode as an added level of security to help prevent card fraud. Please be aware that if the billing address provided does not match the registered address for the card you are using, your card payment will be declined or your order deferred until further proof can be obtained. This is a security measure to prevent fraud. You are not required to have a paypal account in order to pay by card. Card payment information is not collected or held by Rockshore (UK) Ltd. We are also able to accept payments from Paypal account holders and Google Checkout account holders (see below*) together with cheques from
* Just click on the images below to find out more about Paypal Express and Google Checkout (please note that by clicking on the images will open a new window to the respective websites):-
We welcome orders from customers outside the
Orders under 2kg will be sent by Royal Mail Airmail and delivery charges are fixed. However, delivery charges to overseas destinations for orders over 2kg are governed by third party Courier companies whose prices can fluctuate. Although we try to keep our delivery charges up to date at all times, on rare occasions it may be necessary to amend delivery charges after the order has been placed. We therefore reserve the right to amend our delivery charges at any time and if this is necessary, then you will be notified immediately and given the opportunity to cancel or proceed with the order.
Cancellation Policy: Under the Consumer Protection (Distance Selling) Regulations, customers in the UK and EC have up to seven working days after receipt to cancel an order which must be made in writing by email or letter. Please see our Terms and Conditions for further details.
Standard Returns Policy (this policy does not affect your statutory rights under the Distance Selling Regulations): We are happy to accept returns within 28 days of purchase subject to the following conditions:-
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Items returned must be received back at our premises in a perfect resaleable condition and with all packaging, parts/fitting kit/instructions etc included.
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We reserve the right to return unwanted items back to customers without refund, if such returned items are deemed unsaleable on inspection.
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We recommend that returned items are adequately insured before dispatch to cover loss or damage as we can only refund or exchange items once they have been received back at our premises.
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We are sorry but we are unable to refund postage costs.
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Products which have been personalised such as Number Plates are non-returnable. Please ensure that the correct information is supplied at time of order.
- Alloy wheels must be returned within 24 hours - please therefore check Alloy Wheels carefully for damage or incorrect supply immediately - Alloy Wheels are non returnable once they have been mounted/fitted.
- Please see our full Terms & Conditions for further details in respect of our Standards Returns Policy in general and in respect of Faulty or Damaged goods.
Lost/Undelivered Items
In the very rare occurrence that an item is not received, then we will offer to replace or refund the item after 10 working days from date of dispatch for UK based customers and 20 working days for non UK based customers. This is to allow for the possibility that incorrectly routed parcels will be re-directed to their correct destination and in respect of overseas orders, any delays which can occur at customs for example.
We reserve the right to increase the time periods set out in the paragraph above during periods of strike action which, from time to time, may be taken by third party postal service companies. This is to allow for additional delays this action may cause.
We recommend you read our full Terms & Conditions.
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