FAQ'S

GENERAL

How can I contact Customer Services?

You can email support@rocketdog.co.uk or call 0333 400 0460. 

 

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 or Apple Pay. 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 on placement of your order.

 

Can I use Discount Codes online?

We will 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.

 

Why is my size not available?

All Rocket Dog styles range from sizes UK 3 to UK 8. If you cannot select the particular size that you are looking for in a style, it may have sold out. Please contact 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 and so when the product is out of stock it will no longer be in your basket for purchase. I haven't received an order confirmation email An automated email would have been sent to the email address that was submitted. If a confirmation email is not received within 24 hours of the order being placed please contact Customer Services.

 

Where's my order? 

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

 

Are your products vegan? 

Unfortunately all of our products use 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 goods.

 

What time to UK Mail deliver?

Delivery between 08:00 - 18:00

 

Do I need to sign for my delivery?

All orders delivered to the UK and Ireland require a signature upon delivery. Please ensure you choose a delivery address where someone will be present to sign for the delivery.

 

What happens if I am not in when my order is delivered?

If you are out at 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 advise.

 

Where do you deliver?

We delivery to most of Europe. See our delivery and returns page 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 2 working days please contact 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 an different address to the billing address?

Yes you can.

 

Do you ship to BFPO Addresses?

We deliver to FOP addresses. These need to be sent by Special Delivery. Please select Next Day delivery if this applies to your order.

 

Do you ship to PO Box Addresses

We do not deliver to PO Boxes.

 

Will I pay customs and duty on my order?

Non EU destinations may be liable for additional customs and duty charges. Any customs charges, taxes or duty fees incurred are the responsibility of the customer cannot be reclaimed from Millennial Brands International Ltd.

 

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. In the UK returns are free on orders over £25 via Collect+. A returns label is included in the parcel. Only cost of product will be refunded, not initial shipping cost. Non UK customers in zones 1-5 are responsible for their own return shipping costs.

 

Can I exchange my item?

We do not offer exchanges. If you wish to change an item, simply 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 Collect+ drop off point here

 

Have you received my return?

Returns normally take from 2-5 days to reach us and can be tracked on the collect plus website using the reference on your receipt. 

 

Where is my refund?

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

 

I can't find my returns label?

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

 

I bought a Rocket Dog product from another retailer, can i return it?

Only product purchased through the Rocket Dog website can be returned. If purchased elsewhere, please refer to the sellers terms and conditions.