Refund policy

We hope you love your new Rocket Dog shoes. If they are not quite right, returning them is quick and easy. Please read our returns policy below.

Holiday Returns Update 🎄

For orders placed on or before 24 December 2025, the return window is extended to 60 days from the date you receive your order. Our standard 30-day policy applies to orders placed after this date.

Returns Policy for UK Orders

You can return your item within 30 days of receiving your order (or 60 days if the order was placed on or before 24 December 2025), 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. Attach it 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 available? Please use the Royal Mail option below, 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. 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 home.
  6. You will receive full end-to-end tracking for both options.

A £1.99 fee will be deducted from your refund when using Royal Mail returns.

How to Track Your Return

  • Royal Mail: You will 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 return only part of the order, the refund will be adjusted. If one of the two items is returned, the item you keep will be treated as a full-price item and your refund will reflect that.

Used Rewards Points?

If you used Rewards Points to pay for your order and want to return the item, follow the usual return steps. Once your return is underway, email us with your order number and we will manually refund your points after we receive the return.

Exchanges

We do not offer direct exchanges. Please return your original order for a refund and place a new order for the item you need.

Faulty or Incorrect Items

  • Contact us within 7 days of delivery at customerservice@rocketdog.uk with a short description and photos of the issue.
  • We will cover the return by sending you a Royal Mail QR code for drop-off, or we can arrange a free Royal Mail collection.
  • Once received, we will 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.

What if I do not have access to a printer?
Yodel: You will need to print your label.
Royal Mail: Paperless process. Use a QR code for drop-off, or book a home collection.

What about sustainability?
To reduce environmental impact, please try to return all items in one parcel. Consider using our paperless Royal Mail option.

Can I return one item from a buy one, get one free offer?
Yes, but your refund will be adjusted. The item you keep will be charged at full price unless both promotional items are returned.

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 other questions, contact our Customer Service Team at customerservice@rocketdog.uk.