HELP

• Contact Us
• Ordering
• Prices, Payment & Special Orders
• Delivery
• International Orders
• Returns Policy
• Lost/Undelivered Items
• Privacy Policy
• Terms & Conditions

Ordering

Purchasing from us could not be easier. We do not require logins and passwords. Just add your item or items you wish to purchase to the cart and then checkout.  We now offer customers three options to checkout.  If you just want to submit your card details and go, then just click on the ‘Checkout’ button and follow the on screen prompts where you can complete the necessary information we require in order to process your order including submitting your card details through our secure payment area.  If you hold an account with ‘Paypal’ or ‘Google Checkout’, then we can accept payment by these methods also.

Different Delivery Address & Anti-Fraud Security Checks - we give UK customers the option to enter a different delivery address than that of the billing address.  In these circumstances, the delivery address will need to be verified to ensure that the transaction is genuine.  It is very simple to verify work addresses however when a different residential address is given then we have to undertake other security checks to ensure that the transaction being made is genuine. This may include, but is not limited to, corresponding to the cardholder at the billing address to confirm that the transaction has been made with their knowledge.  If this does occur, then it can lead to a 24 hour or so delay to orders being processed, but we believe that it is both necessary and worthwhile to help prevent fraudulent transactions keeping both ourselves and the public from becoming victims of fraud.  It also allows us to continue to offer an alternative delivery address option to our UK customers.  We are sorry but we are unable to send orders to a different delivery address for customers outside of the UK.  These additional security measures may also be undertaken at our discretion.

All goods are subject to availability. If your item is not in stock then we will notify you immediately by email whereupon you will be advised of a delivery date or offered a full refund.  If goods are not supplied, then a full refund will be made.  Some items, particularly heavier products, may be delivered directly from the manufacturer/supplier.

Prices, Payment & Special Orders

VAT at the standard UK rate is included in all prices where applicable, for UK and EC member states only.  A VAT receipt can be provided on request.  Countries outside of the UK and EC are subject to paying advertised prices in full as full cost of the item(s) with no VAT element applied.  Payment is processed at the time an order is placed with us as an offer to purchase from us. This is not an acceptance of your order which only takes place once the product(s) have been dispatched. If an order is not accepted and/or any product(s) not supplied, then we will notify you by email and a full refund will be made.

Special Order items may be subject to a 15% non-refundable fee if the Special Order is subsequently cancelled by the Customer. If an item is Special Order then Customers will be notified immediately and given the opportunity to cancel or proceed with the Special Order. 

We accept most major credit & debit cards which are processed through our online secure payment server operated by Paypal which uses the Secure Sockets Layer protocol (SSL) with 128 bit encryption (the highest level commercially available).  Please be aware that if the billing address provided does not match the registered address for the card you are using, your card payment will be declined or your order deferred until further proof can be obtained. This is a security measure to prevent fraud.  You are not required to have a paypal account in order to pay by card.  Card payment information is not collected or held by Rockshore (UK) Ltd.  We are also able to accept payments from Paypal account holders and Google Checkout account holders (see below*) together with cheques from UK clearing banks and postal orders. Items will only be dispatched after cleared payment is received. Please allow 5 working days for all cheques to clear.

* Just click on the images below to find out more about Paypal Express and Google Checkout (please note that by clicking on the images will open a new window to the respective websites):-

Delivery

Postage and packing is charged in addition to prices indicated and start from as little as £1.00 depending on weight of item(s) purchased. We only charge what it actually costs to send which is why we base our delivery charges on weight not per item purchased. When an item is put into your shopping cart, the weight is calculated against the correct tariff and the delivery amount will be added to your cart. If further products are added, the total weight is calculated and the delivery charge is updated only if necessary. This way it enables us to keep delivery charges as low as possible.  Delivery charges will appear in your shopping cart so you can always see exactly how much you are spending before making a final decision.   We reserve the right to amend delivery charges at any time in accordance with third party postal and courier companies' charges. 

We aim to dispatch items in stock within 48 hours of cleared payment (not including weekends & bank holidays) although goods are usually dispatched sooner. However, UK buyers should allow up to 7 working days for delivery. Overseas buyers should allow additional time.  Customers are also advised to check with their local postal depot/sorting office to ensure that a delivery has not been attempted and that Royal Mail are holding their item before returning it to us.  We reserve the right to re-charge delivery costs if an order is returned to us by Royal Mail as unclaimed.    Items are normally sent by Royal Mail or by courier in respect of heavier or larger items.   Please be aware that some items, particularly heavier products, are delivered directly from the manufacturer/distributor.  Please also see section Lost/Undelivered Items which sets out how we deal with undelivered orders which may potentially be lost.

International Orders

We welcome orders from customers outside the United Kingdom (not including orders for such items which may be listed as Delivery for UK mainland only). Items listed on our website are suitable for UK bicycles so we would advise overseas customers to make enquiries/research into whether a product is suitable and fit for purpose and indeed whether it complies with local law if local law is applicable.  If you are outside the UK, you may have to pay additional taxes and/or duty on imported goods. These charges are outside our control and are the responsibility of the customer. You should consult your local Customs office for information.

Orders under 2kg will be sent by Royal Mail Airmail and delivery charges are fixed.  However, delivery charges to overseas destinations for orders over 2kg are governed by third party courier companies whose prices can fluctuate.  Although we try to keep our delivery charges up to date at all times, on rare occasions it may be necessary to amend delivery charges after the order has been placed.  We therefore reserve the right to amend our delivery charges at any time and if this is necessary, then you will be notified immediately and given the opportunity to cancel or proceed with the order. 

Returns Policy

Cancellation Policy: Under the Consumer Protection (Distance Selling) Regulations, customers in the UK and EC have up to seven working days after receipt to cancel an order which must be made in writing by email or letter. Please see our Terms and Conditions for further details.

Standard Returns Policy (this policy does not affect your statutory rights under the Distance Selling Regulations): We are happy to accept returns within 14 days of purchase subject to the following conditions:- 

• Items returned must be received back at our premises in a perfect resaleable condition and with all packaging, parts/fitting kit/instructions etc included. 
• We reserve the right to return unwanted items back to customers without refund, if such returned items are deemed unsaleable on inspection. 
• We recommend that returned items are adequately insured before dispatch to cover loss or damage as we can only refund or exchange items once they have been received back at our premises. 
• We are sorry but we are unable to refund postage costs. 
• Please see our full Terms & Conditions for further details in respect of our Standard Returns Policy in general and in respect of Faulty or Damaged items.

Lost/Undelivered Items

In the very rare occurrence that an item is not received, then we will offer to replace or refund the item after 10 working days from date of dispatch for UK based customers and 25 working days for non UK based customers. This is to allow for the possibility that incorrectly routed parcels will be re-directed to their correct destination and in respect of overseas orders, delays which can occur at customs etc.

We reserve the right to increase the time periods set out in the paragraph above during periods of strike action which, from time to time, may be taken by third party postal service companies.  This is to allow for additional delays this action may cause.

We recommend you read our full Terms & Conditions.