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Ordering & Stock Availability

Purchasing from us could not be easier. We do not require logins and passwords but there is an optional registration for those wishing to register an account with us. Otherwise 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 red ‘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 'Amazon', 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.

 

Stock Availability

Payment is processed when orders are placed however all goods are subject to availability. Whilst our website displays whether an item is in stock or not, stock errors can sometimes occur especially when levels of a particular item are low. Similarly, some items, particularly heavier products, may be delivered directly from the manufacturer/supplier and in these instances it is therefore not always possible to display accurate stock levels.  If your item is not in stock or there will be a delay to your order being dispatched 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.  

 

Prices, Payment & Special Orders

 

VAT at the UK standard rate is included in all prices where applicable for customers situated in the UK and EC member states only.  A VAT receipt can be provided on request.  Countries and territories 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 Klarna 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 so if you have signed up for either of these, then you may be asked to enter some digits from your password.  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 and Amazon account holders (see below*) together with cheques from UK clearing banks and postal orders. Items will only be dispatched after cleared payment is received. Please allow 5 working days for all cheques to clear.

 

Delivery & Collection

 

If you're local, then collection from our warehouse in Ashford, Kent is available.  Just call your order through to us and we'll let you know when it's ready to collect.  

Otherwise, postage and packing is charged in addition to prices indicated and start from as little as £1.00 depending on weight of item(s) purchased. We only charge what it actually costs to send which is why we base our delivery charges on weight not per item purchased. When an item is put into your shopping cart, the weight is calculated against the correct tariff and the delivery amount will be added to your cart once you have chosen your delivery destination from the drop down menu. If further products are added, the total weight is calculated and the delivery charge is updated only if necessary. This way it enables us to keep delivery charges as low as possible.  Delivery charges will appear in your shopping cart so you can always see exactly how much you are spending before making a final decision.   We reserve the right to amend delivery charges at any time in accordance with third party postal and courier companies' charges.    

 

Orders are dispatched via Royal Mail or by courier depending on weight and size.  We aim to dispatch items in stock within 48 hours of cleared payment (not including weekends & bank holidays) although goods are usually dispatched sooner.  UK customers should however allow up to 7 working days for delivery. Overseas customers should allow additional time.  In respect of Royal Mail deliveries, customers are also advised to check with their local postal depot/sorting office to ensure that a delivery has not been attempted and that Royal Mail are holding their item before returning it to us.  We reserve the right to re-charge delivery costs and any surcharges imposed on us by third party delivery companies if an order is returned to us as undelivered or unclaimed for.   Please be aware that some items, particularly heavier products, are delivered directly from the manufacturer/distributor.  Please also see section Lost/Undelivered Items which sets out how we deal with undelivered orders which may potentially be lost.

 

International Orders

 

We welcome orders from customers outside the United Kingdom (not including orders for alloy wheels, seats or steering wheels which are only deliverable within the UK or other such items which may be listed as Delivery for UK mainland only). Items listed on our website are suitable for UK vehicles so we would advise overseas customers to make enquiries/research into whether a product is suitable for their vehicle and indeed whether it complies with local law if local law is applicable.  If you are outside the UK, you may have to pay additional taxes and/or duty on imported goods. These charges are outside our control and are the responsibility of the customer. You should consult your local Customs office for information.

 

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. 

 

Returns

 

Your Right to Cancel under Consumer Regulations: Under the Consumer Rights Directive (CRD), customers in the UK and EC have up to 14 calendar days after receipt to cancel an order (personalised products are exempt). Customers will be responsible for all postage costs incurred in returning products to us. Please see our full Returns Policy for full details.

 

Our Standard Returns Policy (this policy does not affect your statutory rights under the Consumer Rights Directive):

We are happy to accept returns within 30 days of purchase subject to the following conditions:-  

  • Product(s) being returned must be received back at our premises in a resaleable condition and with all packaging, parts/fitting kit/instructions etc included. 
  • We reserve the right to deduct a reasonable amount from the refund if a product is returned with a diminished value due to unreasonable use or parts are missing. 
  • We reserve the right to return unwanted product(s) back to customers without refund, if such returned product(s) are deemed unsaleable on inspection.
  • We recommend that returned products are adequately insured before dispatch to cover loss or damage as we can only refund or exchange products once they have been received back at our premises. 
  • We are sorry but we are unable to refund postage costs. 
  • Products which have been personalised such as Number Plates are non-returnable. Please ensure that the correct information is supplied at time of order.
  • Please see our full Returns Policy for further details in respect of our Standards Returns Policy in general and in respect of Faulty or Damaged goods.


Ways to Return Items

Whilst we are unfortunately unable to cover return postage costs if customers do wish to return unwanted items to us, alternative and sometimes cheaper ways other than Royal Mail are available.  Just click on the links below:    

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.


Loyalty Reward Points

Account registered customers can now earn loyalty reward points* when making a purchase online through our website www.rockshore.uk.com. These points can then be redeemed against future purchases made online. In order to earn and spend loyalty reward points and to keep track of them, customers will need to register an account with us. For every pound spent in an order (not including delivery charges) a loyalty point will be awarded so for example if an order sub-total equals £25.00 then you would be awarded 25 loyalty points to spend next time you shop online with us on our website. Currently the value of each loyalty point equals 2p so the more money you spend, the more reward points are earned and the value you can spend towards future purchases becomes higher.

*Currently the option to open an account and collect loyalty points is restricted to customers wishing to checkout online and make payment by telephone card payment or cheque. These options can be found under the 'Alternative Payment Methods' after clicking the Checking out by Card option.  Unfortunately Paypal and Amazon doesn't integrate with our loyalty points program so the loyalty points are not available to customers wishing to make payment via these payment options.


We recommend you read our full Terms & Conditions