Delivery And Returns

Delivery – standard, large and non standard products

Standard Product – Rocket and Fox offers a standard delivery service worldwide. 

Exceptions apply.  Please see the “Delivery Costs” tab on each product page for delivery services available for that product for each destination.  We aim to despatch all orders for standard items where all items are in stock within 2 working days, to arrive within standard Royal Mail delivery timescales for your destination – for more details see the “Delivery Costs” tab on each product page.   We will deliver the goods to the address you specify for delivery on your order.  It is important that this address is accurate. Unfortunately we cannot take specific delivery instructions.  Where delivery is estimated to take longer than usual there will be an “estimated delivery” note on affected product pages or on the homepage.

Rocket and Fox reserves the right to define what can and cannot be delivered to which destination.   Additionally, Rocket and Fox reserves the right not to deliver an order if we believe the address is not secure, for example to a communal postal address or PO box. If this affects any order that you place, we will notify you as soon as possible.

All purchases will be made in Pounds Sterling. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay.  Rocket and Fox products are sold on a delivery duty unpaid basis. The recipient may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery.  As of 1st July 2021, customers in the EU will be required to pay import VAT and a handling fee in the receiving country before they can receive their parcel.  Returns and refunds will not be accepted due to non payment of these fees.

Occasionally, the supply of your product(s) or service(s) may be delayed or prevented for reasons beyond our control – for example, material shortages, import delays or higher than anticipated demand. Where this is the case, we will, of course, make every effort to keep you informed but shall be under no liability to you for such delay or failure.

We are trying to do our bit for the environment so wherever possible we will try to recycle cardboard boxes and other packaging materials.

The following costs and services apply to our delivery services

Standard Delivery
Location Service Charge Cost
UK Mainland, Offshore, Remote & Highlands Royal Mail 48 £3.95
Europe Airmail 3-7 working days £12.95
Rest of World Airmail 7-10 working days £12.95

Returns policy – non personalised items

We want you to be happy with your purchases. So please check all items immediately upon receipt. If an item arrives damaged or is faulty please inform us within 48 hours of delivery via email or phone using the details on the “contact us” page. For any damaged or faulty goods we will either refund you in full or try to replace the item for you. If for any reason you are unhappy with your purchase, or you have simply changed your mind and would like to return it, please contact us via email or phone using the details on the “contact us” page within 30 working days from the day the item was delivered, stating that you wish to return an item. Item/s must then be received by us within the following 14 working days. We will be happy to refund you for the item price if items are returned to us unused and in perfect condition with the original packaging. We will not refund the original postage charge or pay for the return postage. Please note we do not give exchanges or refunds on items returned to us after 14 days of receipt. When returning goods we recommend using registered post as we cannot be held responsible for goods that do not reach us.

With the exception of faulty items or error on our part, return postage cannot be refunded and refunds cannot be made until the goods have been received. Refunds can take up to 14 days from receipt of returned item/s. Where goods are returned by you in accordance with your rights, and in accordance with our returns policy, we shall credit the Payment Card with the appropriate amount.

Returns policy – personalised goods

For all orders containing personalised items, we are only able to offer a refund in accordance with your legal rights, for example if the goods are not fit for purpose or as described. Please check all items during delivery,if any damages are found please state details of damages when signing for your goods and let us know within a reasonable amount of time.

Cancellations, amendments, returns and refunds

Any changes to your order you make must be notified to us in writing.  If you amend or change your order, you may find there are changes to your delivery timescale.  If you have ordered a personalised item and we have started work on your order we may not be able to cancel it, please contact us if in doubt.

If collection of an item is required, we will charge you the cost of collection (up to £100) of which you will be notified at time of cancellation. In addition any delivery charges are also non refundable unless the goods are faulty or the cancellation has been made in accordance with your legal rights.

Rocket and Fox will not be liable for any damage or loss caused by the 3rd party carriers within your property.

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