IMPORTANT: International customers must provide me with a valid telephone number for parcel courier to assist with delivery. Your order will be delivered via DHL courier and require a signature. We can't post items to P.O box number, a customer has to provide a full address with street included.
Once payment has been received, your purchase will be posted within 3-5 working days
Rock YourSole will not be responsible for extra fees that apply if the item gets returned due to failure provide information requested.
If a customer fails to provide a telephone number and DHL cannot deliver item due to unable to contact a customer, your order will be returned to the UK and extra fees apply or item will be destroyed if fees are not paid.
Once payment has been received, your purchase will be posted within 3-5 working days on ready made items or 4-6 weeks on made to order items. Please remember to allow for weekends and Bank holidays. We use express courier delivery services (5-7 working days for deliveries to USA but due to customs checks it might take up to 4 weeks for you to receive your item.
International orders may incur extra customs fees and/or delays in arrival. I cannot guarantee arrival dates due to these potential delays. Orders delayed in shipping are not eligible for returns or refunds. Customs fees are dependent upon on the policies enforced by your country's government and postal system.
Due to each country having different taxes you will be responsible for paying any customs charges, duty and taxes on any items you order and we do not accept returns if you refuse to pay these fees, so please check carefully before you order.
Refunds and Exchanges
Returns for made to order items
-No returns or exchanges accepted on made to order items
- If you have any questions about size or anything else don't hesitate to contact us.
-Read listing carefully before purchase made.
Returns of ready-made items
Under the ConsumerContractsRegulations2013 you have the right to cancel your order within a period of 14 days. The period of 14 days begins on the day after the day you receive your goods. You must inform us of your wish to cancel in writing by email within a period of 14 days beginning on the day after the day you receive your goods. You must take reasonable care of the goods and may inspect and assess them, but not use them. You should return goods to us unused and in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we will not be able to refund to you or exchange the item. Please be aware that your right to cancel does NOT apply to certain goods that we sell, for example, items made to your order
Footwear must have no visible signs of wear or damage. Goods must come in their original packaging intact. All goods will be inspected on return and any item in an unsuitable condition will be sent back to you.
Postage for UK customers
We strongly recommend that returns are sent by Royal Mail 2nd Class Recorded. Rock YourSole accepts no responsibility or liability for returns lost in transit, it is your responsibility to ensure arrival. Buyer pays return postage.
Postage for International customers
We strongly recommend that returns are sent by tracked and signed delivery.Buyer has to mark items as "RETURNING GOODS" to make sure custom fees will not apply. If the customer fails to fill in declaration correctly stating about returns and customs fees being charged the amount will be deducted from original refund price. Rock Your Sole accepts no responsibility or liability for returns lost in transit, it is your responsibility to ensure safe arrival. Buyer is responsible for paying return postage.
Refund will be issued within 5 working days from the day returns have been received. Please note: refund does not include original shipping cost that has already been paid for shipping.
No returns accepted on sale items.
Additional policies and FAQs
While our items are made and sealed with the utmost protection, we ask that you should consider your custom piece a special occasion item. Most of our items are meant for light occasional use, especially our shoes. Try to avoid strenuous activity or long periods of wear. The materials used to make your shoes, make them less able to withstand wear and tear than standard footwear. Because of this, you may begin to see signs of creasing or cracking where the shoes bend and flex. Again we encourage you to see this as adding character to the shoes! Avoid exposure to dirt, fire, excessive heat, and large amounts of water i.e. puddles. You can gently spot clean them with a soft damp cloth if necessary.
Shoes can be stiff and sometimes require breaking in. The process can also make the shoes tighter. If you are concerned about fit, we recommend ordering the next size up. Buyers assume full responsibility for selecting the correct *UK* shoe size for purchase.
Have something slightly different in mind? Feel free to contact us as soon as possible so we can make your idea come to life. We love to try new ideas!