FAQ'S

GENERAL

How can I contact Customer Services?

You can email customerservice@rocketdog.uk or call 0207 380 8340. Phone hours are 9-5pm, Monday-Friday

 

What do you charge for postage?

See our delivery page for more information.

                                         

How can I pay?

You can use Visa or Mastercard Credit Cards, Visa Debit cards,  Paypal, Apple Pay, Google Pay or Shopify Pay. Unfortunately, we do not accept cheques.

 

Where do I find my payment card Verification Value (CVV)?

The Card Verification Value is the last three digits on the signature strip on the reverse of the card.

 

When will you take payment?

Payment will be taken when you place your order.

 

Can I use Discount Codes online?

We occasionally issue online discount codes via our email newsletter, social media or other affiliated outlets. These can be used on the website by entering the code in the promotional code box on your basket before pressing the 'Proceed to Checkout' button.

 

Do you offer a student discount?

We do not currently offer a student discount.

 

Why is my size not available?

All Rocket Dog styles range from sizes UK 3 to UK 8. If you cannot select the size you want, it may have sold out. Please get in touch with customer services, and they will check if more will be available soon.

 

Why is my basket empty?

Sometimes we have to occasionally empty abandoned baskets and return the items to stock.

 

Why have some products disappeared from my basket?

We have limited numbers of some styles, so when the product is out of stock, it will no longer be in your basket for purchase.

 

I am still waiting to receive an order confirmation email.

An automated email would have been sent to the email address submitted during the checkout process. If you don't receive a confirmation email within 24 hours of placing the order, please get in touch with Customer Services.

 

Where's my order? 

You can track your order online. Please look at your dispatch confirmation email for the tracking number and follow the instructions on our Delivery Info page. If you wish to amend your order, email us at customerservice@rocketdog.uk.

 

Are your products vegan? 

Unfortunately, all of our products use an adhesive that contains some small percentage of animal by-products.

 

 

DELIVERY

Can I track my order?

Yes. A tracking number will be emailed to you upon dispatch of your order.

 

What time do you deliver?

Delivery between 08:00 - 18:00

 

Do I need to sign for my delivery?

No signatures are required as the courier will take a photo of your parcel on your doorstep as proof of delivery.  Your parcel will be left in a safe place if you are not home.  If no safe place is available, the courier will attempt to leave your parcel with a direct neighbour and will leave a notification card through your letterbox to advise which neighbour has accepted your parcel on your behalf.  Alternatively, they will re-attempt delivery the following day.

 

What happens if I am away when my order is delivered?

If you are out at the time of delivery, your order may be left with a neighbour, hidden in a safe place or taken back to the corresponding depot. A card will be left through your door to let you know.

 

Where do you deliver?

Please have a look at our delivery and returns pages for more information.

 

Has my order been dispatched?

When your order has been dispatched, we will send a confirmation email. If this has not been received within two working days, please get in touch with Customer Services.

 

Are there any exclusions to next-day delivery?

Next day excludes Northern Ireland and postcodes starting HS, IV, KW, ZE, IM, IOM, AB21-AB99, PA20-PA80 and PH4-PH50

 

Can I ship to a different address than the billing address?

Yes, you can.

 

Do you ship to BFPO Addresses?

We do not deliver to BFPO addresses.

 

Do you ship to PO Box Addresses?

We do not deliver to PO Boxes.

  

What is a working day?

Working days are Monday to Friday. Saturday, Sunday and UK Bank Holidays are not classed as working days.  

 

RETURNS 

Can I return my purchase?

Of course. A Yodel returns label is included in the parcel. Non-UK, for example, customers in The Channel Islands and the Isles of Scilly are responsible for their return shipping costs.

 

Are you offering extended Christmas returns?

Yes. To make your holiday shopping easier, we have extended our return policy for Christmas gifts. If you purchase any items from our website between November 1st, 2023 and December 24th, 2023, you can return them until January 8th, 2024, provided that the items are in their original condition and packaging and have not been worn. Our usual refund policy will apply for purchases made from December 25th onwards.

 

Can I exchange my item?

We do not offer exchanges. If you want to change an item, please return it to us for a refund, then place a new order on our website.

 

Where can I drop off my return?

Find your local Yodel drop-off point here.

 

I received a Collect+ returns label; can I use this?

Collect+, delivered by Yodel, has changed its name and is now just Yodel. But don’t worry; it’s the same service provided by the same team that has always returned your parcels from your local convenience store.

 

Have you received my return?

Returns usually take 2-5 days to reach us and can be tracked on the Yodel website using the reference on your receipt. 

 

Where is my refund?

Refunds will typically take 7-10 days from receipt of returned goods.

 

Can you refund my original postage?

We do not refund postage.

 

I need help finding my returns label.

A new returns label can be printed from the Yodel website. Remember to include details of your purchase, including the order number, so we can process your return. 

 

I bought a Rocket Dog product from another retailer. Can I return it?

Only products purchased through the Rocket Dog website can be returned. Please refer to the seller's terms and conditions if you buy it elsewhere.