Refund policy

We hope you love your new Rocket Dog shoes. If they are not quite right, returning them is quick and easy.

UK orders can be returned within 30 days of delivery, subject to the conditions below. Choose between free returns through Yodel or our paperless Royal Mail service for £1.99.

This returns policy is offered in addition to your legal rights and does not affect them.

How to Return Your Order

Choose the return service that works best for you:

Free Returns via Yodel

  1. Place the shoes in their original shoe box, then place the shoe box inside a suitable mailing bag or outer box. Please do not attach the return label directly to the shoe box.
  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 the outer packaging.
  4. Drop your parcel off at a participating Yodel location. Find your nearest location here.
  5. If you do not have access to a printer, please use the paperless Royal Mail option below.
  6. Keep the receipt you are given when you drop off your parcel, as this is your proof of postage.

Royal Mail Returns (£1.99 Return Cost)

  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. For drop-off, take your QR code to a participating Royal Mail location. No printer is needed.
  5. For collection, Royal Mail will collect the parcel from your chosen address.
  6. You will receive tracking information for your return.

By choosing the Royal Mail service, you agree that the £1.99 return cost will be deducted from your refund. This is the cost of using the optional Royal Mail return service and is not an administration fee.

The Royal Mail return cost does not apply when we have confirmed that an item is faulty, damaged, incorrect or not as described.

How to Track Your Return

  • Royal Mail: Use the tracking number provided when your return is booked.
  • Yodel: Use the reference number on your drop-off receipt to track your parcel.

Please keep your proof of postage until your refund has been completed.

Returns Policy for UK Orders

Our 30-Day Returns Policy

You can return an item within 30 days of receiving your order if:

  • The shoes are unworn, apart from being tried on indoors.
  • They are returned in their original shoe box and packaging.
  • The shoe box and packaging are in a resaleable condition.
  • All tags remain attached.

These conditions apply to our extended 30-day returns policy. They do not restrict your statutory cancellation rights or your rights if an item is faulty, damaged, incorrect or not as described.

If you return an unwanted item after the statutory 14-day cancellation period but within our 30-day returns period, the original delivery charge will not be refunded.

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

Refunds & Exchanges

Refunds

  • We aim to process refunds within 7–10 working days of receiving your return.
  • Where your statutory cancellation right applies, your refund will be issued within 14 calendar days of us receiving the goods or receiving evidence that they have been returned, whichever is earlier.
  • We may withhold the refund until we have received the goods or evidence that they have been returned.
  • Refunds will be made to the original payment method unless otherwise agreed.
  • Your bank or payment provider may take an additional 3–5 working days to make the funds available.
  • If you use our Royal Mail return service, the £1.99 return cost will be deducted unless the item is faulty, damaged, incorrect or not as described.

Original Delivery Charges

  • If you cancel and return your complete order within the statutory 14-day cancellation period, we will refund the cost of our standard delivery service.
  • If you paid for a more expensive delivery service, such as Next Working Day Delivery, we will refund only the equivalent cost of standard delivery.
  • If you return only part of your order, the original delivery charge will not be refunded.
  • If you return an unwanted item after the statutory cancellation period under our extended 30-day policy, the original delivery charge will not be refunded.

Promotional Orders, Including Buy One, Get One Free

Refunds are based on the amount paid after any promotion or discount has been applied, rather than the item's original selling price.

If a promotion required you to purchase or keep a particular number of items, returning only part of the order may mean that the promotion no longer applies. We will recalculate the order based on the items you keep and refund any remaining amount due.

For example, if two £16 items were purchased as part of a buy one, get one free offer and you return one item, the item you keep will be charged at its full £16 price. No item refund would therefore be due.

If both items are returned, the £16 paid for the items will be refunded, subject to the applicable return cost and delivery charge rules above.

Used Rewards Points?

If you used Rewards Points towards your order, follow the usual return process. Once we have received your return, email customerservice@rocketdog.uk with your order number and we will arrange for the applicable points to be returned to your account.

Exchanges

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

Faulty, Damaged or Incorrect Items

If an item arrives faulty, damaged, incorrect or not as described, please contact customerservice@rocketdog.uk as soon as possible. Include your order number, a description of the problem and clear photographs where possible.

Please contact us before arranging your return. We will provide a free Royal Mail QR code for drop-off or arrange a free Royal Mail collection where appropriate.

Under the Consumer Rights Act 2015, you normally have the right to reject faulty or misdescribed goods within 30 days of delivery and receive a refund.

After 30 days, you may initially be entitled to a repair or replacement. If this is unsuccessful, unavailable or cannot be provided within a reasonable time, you may be entitled to a price reduction or refund.

These rights do not cover fair wear and tear, accidental damage, misuse or damage caused by failing to follow reasonable care instructions.

Where a refund is due, we will refund the amount paid for the item and any applicable delivery charge. We will also cover the reasonable cost of returning the item.

International Returns

Customers outside the UK must normally arrange and pay for their return shipping. We recommend using a tracked service and keeping proof of postage.

If your item is faulty, damaged, incorrect or not as described, contact us before arranging the return. Any additional rights provided by the laws applying in your country remain unaffected.

Frequently Asked Questions

Can I return items bought elsewhere?
No. Only items purchased directly from www.rocketdog.co.uk can be returned to us. Items bought from another retailer must be returned to that retailer.

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

Will my original delivery charge be refunded?
If you cancel and return your complete order within the statutory 14-day cancellation period, we will refund the cost of standard delivery. Original delivery charges are not refunded for partial returns or unwanted items returned after the statutory cancellation period.

Can I return one item from a buy one, get one free offer?
Yes, but the promotion will be recalculated based on the items you keep. This may mean that no item refund is due.

How long does it take to process my return?
UK refunds are normally processed within 7–10 working days after we receive the return, subject to the statutory refund deadline described in this policy. International returns may take up to 14 working days to process after they reach us.

What about sustainability?
Where possible, please return all items from the same order in one parcel and reuse the original outer packaging. Our Royal Mail service also offers a paperless option.

Your Legal Right to Cancel Within 14 Days

Under UK consumer law, you can cancel an online order without giving a reason. You must tell us that you wish to cancel within 14 days of receiving your order. You then have a further 14 days to return the items.

You can tell us by emailing customerservice@rocketdog.uk or by submitting your return through one of the return services above.

If you cancel and return your complete order within this period, we will refund:

  • The amount paid for the returned items.
  • The cost of our least expensive standard delivery service, if you paid a delivery charge.

If you selected a more expensive delivery service, such as Next Working Day Delivery, we will refund only the equivalent cost of standard delivery. If you keep any items from the order, the original delivery charge will not be refunded.

You are responsible for the direct cost of returning unwanted items. You can use our free Yodel service or our optional Royal Mail service, which costs £1.99. The Royal Mail return cost applies whether the return is made under your 14-day cancellation right or our extended 30-day policy.

You may inspect and try on the shoes indoors as you would in a shop. We may reduce the refund if handling beyond what is reasonably necessary causes a loss in value.

Legal & Consumer Rights

This policy is offered in addition to your legal rights. Nothing in this policy limits or excludes any rights you may have under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015 or other applicable consumer law.

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