New Rock Direct FAQ
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Delivery Questions
- What is the delivery charge to the UK?
- How can I find out delivery costs for outwith the United Kingdom?
- How long does delivery take?
- How will my item be delivered?
- Can I schedule a delivery date and time?
- Can you provide an express delivery service?
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Custom Made Questions
- Can custom made items be delivered quicker?
- What is the difference between custom made and custom built?
- Can you only make Custom built 373's?
- Can I return a Custom made or Custom built product?
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Return and Exchange Questions
- How do I return a product?
- How do I exchange a product?
- Can I return a Custom made or Custom built product?
Delivery Questions
- What is the delivery charge to the UK?
- Our standard delivery charge for footwear and clothing is £9.99 per item for all UK orders however selected spares have free UK postage.
- How can I find out delivery costs for outwith the United Kingdom?
- Please contact us stating the product(s) that you are interested in and the full delivery address details. We will, where possible provide a quote for delivery.
- How long does delivery take?
- Depending on stock levels some of our orders are sent direct from the New Rock factory where we aim to dispatch these within 2 working days of cleared payment being made. Depending on your location delivery times vary but on average we ask you to allow a further 7 working days from the time of dispatch.
- How will my item be delivered?
- We send all items through a trackable courier service and for security these require a signature on delivery. If you are not available to sign for your delivery the courier will make a second attempt without cost to you. We are not responsible for any costs associated with further delivery attempts and would suggest that if you are notified by the courier of a failed delivery that you then make contact with the courier to arrange a suitable delivery date and time.
- Can I schedule a delivery date and time?
- Sorry, we are unable to arrange a scheduled delivery date or time for the first delivery. However if you are not available to accept the initial delivery you will be notified by the courier and at this stage you can often arrange a more suitable delivery date.
- Can you provide an express delivery service?
- At New Rock Direct we can often arrange an express delivery however this depends on stock availability and the destination of the delivery. Please contact us for more information.
- Can custom made items be delivered quicker?
- No sorry we are unable to offer an express service on any custom made product. The estimated period of production is shown against each item in the detailed product pages.
- What is the difference between custom made and custom built?
- Custom made are products that are made to order based on a predefined specification that we are not able to change. Custom built products on the other hand are only available using our 373 custom builder using the options available in the design application.
- Can you only make custom built 373's?
- At this point in time we are only able to offer custom built 373's.
- Can I return a Custom made or Custom built product?
- Custom made and Custom built products are excluded from our no quibble returns and exchange policy as they are made to order.
- How do I return a product?
- For all UK orders we offer a no quibble refund policy. Please see our returns page for full details.
- How do I exchange a product?
- For all UK orders we offer a no quibble exchange policy. Please see our returns page for full details.
- Can I return a Custom made or Custom built product?
- Custom made and Custom built products are excluded from our no quibble returns and exchange policy as they are made to order.
Custom Made Questions
Return and Exchange Questions
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