Refund policy

We hope you love your new Rocket Dog shoes! However, if they’re not quite right, we’ve made returning them as easy as possible. Please read our returns policy below.

Returns Policy for UK Orders

You can return your item within 30 days of receiving your order, as long as:

  • The shoes are unworn (no outdoor use).
  • They are in their original box and packaging.
  • All tags remain attached.
  • Original delivery charges are non-refundable for standard returns.

If you have any questions, contact our Customer Service Team at customerservice@rocketdog.uk.

How to Return Your Order (UK Customers)

Free Returns via Yodel

  1. Pack your item securely in its original box and packaging.
  2. Visit our Yodel returns page and follow the steps to create your free return label.
  3. Yodel will email you a link to download and print your label. This must be attached securely to your parcel.
  4. Drop your parcel off at any of Yodel’s 7,000+ drop-off locations. Find your nearest location here.
  5. No printer? Please use the Royal Mail option below instead, which offers a paperless service.

Royal Mail Returns (£1.99 Fee Applies)

  1. Visit our Royal Mail returns portal.
  2. Enter your order number or the email address used when placing the order.
  3. Follow the instructions to choose between drop-off or home collection.
  4. If dropping off, use your QR code at any Royal Mail location – no printer needed.
  5. If choosing collection, Royal Mail will pick up your parcel from your home.
  6. You’ll receive full end-to-end tracking, whether you drop it off or arrange a collection.
  7. A £1.99 fee will be deducted from your refund when using Royal Mail returns.

How to Track Your Return

  • Royal Mail: You'll receive a tracking number to monitor your return.
  • Yodel: Use the reference number on your drop-off receipt to track your parcel.

Customers outside the UK must arrange and pay for their return shipping. We recommend using a tracked service.

Refunds & Exchanges

Refunds

  • Refunds are processed within 7–10 business days of us receiving your returned item.
  • Bank processing times may add an additional 3–5 business days before funds appear in your account.
  • If using Royal Mail, the £1.99 return fee will be deducted from your refund.

Promotional Orders – Buy One, Get One Free:

If your order included a promotional offer such as ‘buy one, get one free’, and you choose to return only part of the order, the refund amount will be adjusted accordingly. For example, if one of the two promotional items is returned, the item you kept will be treated as a full-price item and your refund will reflect that. The promotional discount only applies when the full offer conditions are met.

Used Rewards Points?

If you used Rewards Points to pay for your order and want to return the item, simply follow the usual return steps on our website. Once your return is underway, drop us an email with your order number, and we’ll manually refund your points once the return is received.

Exchanges

Unfortunately, we can not offer direct exchanges. If you need a different item, simply return your original order for a refund and place a new order for the desired item.

Faulty or Incorrect Items

  1. Contact us within 7 days of delivery at customerservice@rocketdog.uk with a description and photos of the issue.
  2. We’ll cover the return by sending you a Royal Mail QR code for drop-off at your local Post Office, or we can arrange a free Royal Mail collection if that’s easier.
  3. Once received, we’ll process a full refund, including the original delivery charge.

Note: Under UK consumer law, you have up to 30 days from delivery to return a faulty item for a full refund.

Frequently Asked Questions (FAQs)

Can I return items bought elsewhere?

No, only items purchased directly from www.rocketdog.co.uk can be returned to us. If you bought your Rocket Dog shoes from another retailer, please contact them directly for their return policy.

What if I don’t have access to a printer for the return label?

  • Yodel: You’ll need to print your return label.
  • Royal Mail: The process is paperless – no printer needed. You can choose to drop your parcel off, or arrange a home collection.

What about sustainability?

To reduce environmental impact, we encourage consolidating returns into one parcel. Please consider using our paperless Royal Mail returns service.

Can I return one item from a buy one, get one free offer?

You can, but your refund will be adjusted. If you only return one item from a ‘buy one, get one free’ offer, the item you keep will be charged at full price, and your refund will reflect that. To get a full refund, you’ll need to return both items.

How long does it take to process my return?

  • UK refunds: 7–10 business days after we receive your item.
  • International refunds: Up to 14 business days.

Legal & Consumer Rights

Your statutory rights are not affected. Under UK law, you have a 14-day cooling-off period to return unused items for a full refund.

For any additional questions, contact our Customer Service Team at customerservice@rocketdog.uk.

Thank you for shopping with Rocket Dog!