Customer Service

General: info@rockins.co.uk

Jess Morris’ PA please contact Faith at; admin@rockins.co.uk

Customer Service: customerservice@rockins.co.uk

Social Media/Website/RIZ: siobhan@rockins.co.uk

Sales & Production Manager: karolina@rockins.co.uk

Press Contact

STARWORKS GROUP

29-33 Scrutton St, 3rd Fl

London EC2A 4HU

For loans for editorials please contact either;

sarah.barnes@starworksgroup.com

or

liana.weatherhead@starworksgroup.com

Customer Service

The easiest way to contact Rockins is to send an email to info@rockins.co.uk or customerservice@rockins.co.uk

We aim to be in contact with you within 24-48 hours during business days

UK Mainland next working day for orders placed before 2pm

UK Highlands & Islands normally 2-3 working days for orders placed before 2pm

Europe normally 1-3 working days for orders placed before 2pm

Rest of the World normally 2-5 workings days for orders placed before 2pm

For the UK we offer free shipping on all orders and free returns on all orders, which includes the Highlands and Islands.

We offer UK Mainland next day delivery on all orders placed before 2pm on a working day and express courier delivery as standard on all International orders.

Orders placed before 2pm Monday to Thursday will normally be delivered the next day.

Orders placed after 2pm on Thursday, but before 2pm on a Friday will normally be delivered on the following Monday.

Orders placed on a Friday after 2pm, Saturday or Sunday will normally be delivered the following Tuesday.

Orders placed on a public holiday will normally be processed on the next working day and delivered on the following working day. Please note this only applies to England, Scotland & Wales, excluding the Highlands and Islands.

Orders are not shipped on Saturdays or Sundays. Weekends and public holidays are not considered working days.

We do not offer delivery on weekends or public holidays at this time.

Please note that all shipping times are estimates only, while we do our very best to achieve these times for the vast majority of our deliveries, please allow an additional 1-2 working days for your delivery to arrive especially during busy times such as sales periods and the run up to the Christmas holidays. Shipping times may also vary subject to each country’s national and public holidays.

We will inform you if we are experiencing any delays or are unable to fulfill your order for any reason.

International delivery times may vary, particularly if shipments are subject to customs and duty procedures beyond our control. Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel and are completely outside of our control.

We ship all UK orders via Interlink/DPD on a fully trackable service that requires a signature on delivery.

We also ship orders via Interlink/DPD to most countries in Europe and DHL to all other European countries and to the rest of the world. All international orders are shipped via fully trackable courier service and require a signature on delivery.

What jeans do you recommend for my shape? 

STRAIGHT SHAPE 

Medium rise worn slouchy

HOURGLASS SHAPE

Medium rise (Patti Smith) slouchy or high rise

CURVY SHAPE 

High Rise

rockins-jean-size-charts1
rockins-jean-size-charts2

How should I care for my jeans? 

Rockins advise washing as infrequently as possible to get that lived in look.

Wash inside out in the machine at 40 degrees. Some say keeping your jeans in the freezer over night kills bacteria but the jury is still out on this one.

Will my Rockins Jeans fit to size?

Refer to our size matrix chart to ensure you get the correct size. Our signature a western pocket sits high and will give your bottom a lift!

If you like jeans baggy around the front so you can keep your hands in your pockets go up a size and belt them!

If you like them real tight then go the size smaller and let them give naturally to your shape.

How do you measure jeans?

Refer to our size matrix and stick within those measurements as our jeans are non stretch. Our jeans are 100% cotton so they will give with wear.

Where are our products made?

Rockins jeans are made in Italy in a 14oz or 10oz denim and are finished with a double chain stitch.

Should I size down when buying Rockins jeans?

Buy a size up as our jeans are Non-Stretch!

What material are your jeans? 

Rockins jeans are made from 100% cotton

NO elastane

What’s the best way to wash my jeans?

Wash inside out in the machine at 40 degrees

High rise

Africa

  • Callaghan

Asia & Australia

Korea

  • Rare Market
  • Tom Greyhound
  • Beaker Samsung
  • Shinsegae Department Store

Taiwan

  • Club Designer

Japan

  • Isetan
  • Restir
  • Estnation
  • Regalo

Hong Kong

  • Lane Crawford
  • Regalo

Australia & New Zealand

  • Calexico
  • Janine Edwards
  • Adam Heath
  • Toscani
  • Grace
  • Elle
  • Seletti

Europe

Austria

  • Reyer
  • Helmut Eder
  • Take 5

Belgium

  • A Suivre
  • KURE

Denmark

  • You He She
  • Oz

France

  • Patch

Germany

  • Pool
  • Breuninger
  • Jades
  • Kadewe
  • Petra Teufel
  • Kaufrausch
  • August Pfuller
  • The Listener

Greece

  • Simple Caractre

Holland

  • De Bijenkorf

Italy

  • Norrgatan
  • Base Blu
  • Bonvicini
  • Excelsior
  • Folli Folli
  • Il Duomo
  • Tessabit

Spain

  • Belzunegui

Switzerland

  • Fidelio
  • Joy St. Moritz

Turkey

  • Beymen- Pheonix

Middle East

United Arab Emirates

  • Boutique1

Kuwait

  • Harvey Nichols Kuwait

United Kingdom

  • Net-A-Porter
  • Young British Designers
  • Coggles
  • Matches
  • 18 Montrose
  • Avenue 32
  • Debonnaire
  • Harvey Nichols
  • Liberty
  • Shop at Bluebird
  • Selfridges
  • Trilogy
  • Square
  • Jules B
  • Doyles
  • Boutique 1
  • The Conran Store
  • Seagreen

North America/Canada

  • Net-A-Porter
  • Neiman Marcus
  • Otte NY
  • Shop Bop
  • Forward by Elyse Walker
  • Hudson Way
  • Stephanie’s
  • Elyse Walker
  • Guild
  • Gratus
  • Diani
  • Mi Place
  • Ron Herman
  • Satine
  • Savannah
  • Jinny
  • Reservoir
  • Rouse
  • Scout
  • Weinstein’s
  • BOC
  • Intermix
  • Maddy’s 390
  • Otte NY
  • Encounter
  • Ossie
  • Kristi Boutique
  • Jaime Nashville
  • Joseph
  • Stanley Korshak
  • Tootsies
  • Valentines
  • Katia Boutique
  • Blu Bird
  • TNT
  • Intermix
  • Accents

How do I know my order went through?

When you have placed your order you should receive a confirmation email. If you don’t get one please check your spam folder but if you still receive nothing please don’t hesitate to email us with your full name, email address and payment details info@rockins.co.uk

Can I cancel my order?

All orders are final and due to our deliveries coming from our warehouse we are not able to cancel any placed orders.

How do I pay for my order?

We accept all major credit cards (Mastercard, VISA, American Express, Maestro and Discovery) and PayPal

Why hasn’t my payment been accepted?

Make sure you have funds in your bank account for your purchase. Foreign credit card companies may block online purchases for security reasons. Please contact your credit card company and ask them to remove it.

RETURNS UK

We will supply you with a pre-printed return label. We offer you to return items for a refund. If you want items replaced for a different size or color or if you want a different item, you will need to simply place a new order. Please note that we will deduct 10 GBP from your refund when using the pre-printed return label.

You are entitled to return items within 14 days from placing your order. The item must be in the same condition as it was when it was delivered including all labels. It is important that you use the return form you received on delivery and follow the instructions on the return form.

Leave your parcel at your nearest DHL Access Point or contact DHL Customer Service to arrange a pick-up of the package. Remember to include the return form in the return package.

RETURNS Rest of world

For all territories outside of the UK, you will need to enter the Rockins.co.uk site and follow the instructions in the RETURNS section. You will find a list of shipping options. If you want items replaced for a different size or color or if you want a different item, you will need to simply place a new order.

You are entitled to return items within 14 days from placing your order. The item must be in the same condition as it was when it was delivered including all labels.

RETURNS

You are entitled to return items and get a refund, or exchange items within 14 days following the delivery of your order. The item must be in the same condition as it was when it was delivered including labels. The return shipping fee will not be refunded. Note: It´s important that you use the return form you received with your delivery (if inside of the UK). If you have lost your return form, please contact us at customerservices@rockins.co.uk and we will sort one out to you.

Please send the return to:

Lester Johnson

Operations Manager

Mode Logistics Ltd

Unit 1, Capitol Industrial Centre,

Fulmar Way,

Wickford,

Essex SS11

Returns will be processed within 10 business days from the day it reached our warehouse. Please note that the handling time might take longer during public holidays and sale periods.

Limited edition should be returned in their original, undamaged box/bag as this is considered to be a part of the product.

EXCHANGE

You can exchange items into different sizes and colors within the same price range as the item you´re returning. All exchanges are based on stock availability and are shipped to you free of charge. If you want to exchange to an item that cost more please return your item with a request for a refund and purchase the new item separately. Received returns with request of exchange to an item that costs more or are out of stock will automatically be refunded and you need to purchase the new item separately. Rockins will only send out the new merchandise once the returned items are received.

All exchange orders to countries outside the European Union are sent out marked as “Warranty Replacement Order”. This explains for your customs that you have already paid government tax and duty on your original tracking number, and that this is a replacement item. Should your customs insist and issue the fee again you will need to show proof that it is an exchange item and that you have already paid the fee, and have sent the original order back to us. Please have the tracking for your return and the receipt for the fee at hand.

REFUNDS

Refund transactions will be reimbursed to the credit card / PayPal account that was used when placing the order. The bank transaction might take up 5 – 10 business days to proceed depending on your bank /credit holders.

Additional VAT charges will not be refunded. If you want a refund for your duties and/or taxes you´ll need to contact your local UPS. Showing proof that you have sent the items back for a refund will assist with the speed of the refund. Shipping costs will not be refunded.

IMPORTANT INFORMATION

If returning because of damaged goods or if the return is due to a mistake made by Rockins, we will refund the cost of the item as well as the cost of returning it. Please contact customer service at info@rockins.co.uk as soon as you discover the error and write “CLAIM” along with your order number as subject.

Returning an item is yours responsibility until it reaches us. For your own protection we recommend that you send the parcel using a delivery that insures you for the value of the goods.

If sent to our office address we’ll have to deduct /£10/$10/€10 for redirecting it to our warehouse.  All products must be returned in their original condition or else a deduction can be made.

All returns bought from Rockins.co.uk needs to be shipped back to the given address on the return form and below:

Our webshop can only accept returns bought directly from rockins.co.uk If you bought a product from a different location, you must go back to the same shop in order to return/exchange it.

Rockins reserves the right to seek all solutions available at law and in equity for violations of these Terms and Conditions, including the right to block access to the site. Individuals violating the restriction of password-protected areas of the site may be subject to prosecution.

 

GENERAL TERMS AND CONDITIONS

These terms apply to all users of the domains rockins.co.uk and their sub-domains (henceforth: the site). The Terms and Conditions will be valid for all your future transactions with Rockins London (henceforth: Rockins; may be referred to as ’us’) and visits to the site. Rockins reserves the right to revise these terms and conditions. Users are responsible for keeping themselves updated with such changes.

 

DISCLAIMER

Rockins does not guarantee that all items included in the Rockins web shop are in stock at the time of your order. In the event that an item is unavailable, Rockins will contact you shortly by phone or by e-mail. Rockins cannot promise that the content of the site is free of inaccuracies or typographical errors at all times. Neither can we guarantee that all information is up-to-date. Rockins may, at any time, amend the content of the site.

Although Rockins strives to display the correct texts, images and pricing on the site and web shop, errors may occur. If you have been charged the wrong amount in the web shop, Rockins will give you the option of placing a new order with the correct price or canceling your order. Rockins however, reserves the right to cancel any order prior to dispatch should we find that the price is incorrect. In such case we will notify you by email. If we are unable to contact you, your order will be automatically cancelled. Rockins cannot be held responsible for any damaged caused from using the site or, for that matter, not being able to use the site.

 

CONTENT AND TRADEMARK

The website and content at Rockins are intended solely for personal, non-commercial use. You may download or copy the content and other downloadable materials displayed on the website for your personal use only. You may not charge anyone for use of the material and you may not publish, duplicate or otherwise distribute the material to others without prior consent from us. You may not modify the material in any way, without the prior written permission of the copyright owner.

 

PERSONAL DETAILS

When you register at the Rockins online shop your personal details will be registered. Rockins will handle all personal details with the utmost care. We only collect information about you to process your order. We will never pass your personal details or order details to any other company, other than to process your order.

You have the right to view your personal details upon request. If they are wrong, incomplete or irrelevant, you have the right to demand that the files be corrected or deleted. In case of circumstances such as attempted fraud the personal details can be given to the police or other authorities.

 

ACCEPTANCE OF ORDERS

By placing an order on our website, you confirm that you have read these terms and conditions and the privacy policy, and that you agree to them. Rockins may choose to not accept your order in our discretion for any reason whatsoever without liability to you. Examples of when we may not accept your order are as follows:

 

If we are unable to obtain authorization of your payment.

 

If products are shown on the website but are not available or are incorrectly priced or otherwise incorrectly described.

 

If the delivery address you submit is the address of an entity or individual providing freight forwarding services.

 

After submitting your order, we will send you an order confirmation email with your order number, details of the product you have ordered from us and delivery details. Please note that the confirmation email is an acknowledgement that we have received your order and is not an acceptance of the order. Once the order has been processed, a shipping confirmation email will be sent with tracking information and shipping address. In the event prolonged inactivity causes your connection to the website to fail, your selection of goods may be lost. In such case, you will be required to re-enter your selection. Please note that items in your shopping basket are not reserved and may be purchased by other customers. Before you submit your order, you will be given the opportunity to review your selection, check the total price of your order and correct any input errors. Rockins does not guarantee that all items included in the web shop are in stock at the time of your order. In the event that an item is unavailable, we will contact you as soon as possible by e-mail.

 

PRICES

Rockins may vary the prices of products listed on the website at any time and without any notice but such changes will not apply to products in respect of which you have been sent a shipping confirmation.

Please bear in mind that everything ordered from our web shop is shipped from London. This means that if you live inside of the United Kingdom, you will be charged VAT. If you live outside the United Kingdom and in the European Union, exclusive of Norway and Switzerland, you will not be charged VAT. If you live outside of the European Union you will be charged tax, duty, import and brokerage fees when receiving the package. This is why we deduct the UK VAT from your order in the checkout as we don’t want our customers to pay two different taxes from two different governments. The tax deduction will be shown in the subtotal in the checkout section.

As a customer, you are responsible for payment of any such import taxes and/or duties. We are unable to calculate the exact amount of duties and/or taxes of your package since these charges are imposed directly by your local customs. Please note that Rockins don’t take any part of these charges and are out of our control. It might be a good idea to contact your local customs office before placing your order for current charges, so you are not surprised by charges you are not expecting. UPS will invoice you for these charges upon delivery through cash, check or invoice and needs to be paid in order to collect the parcel.

If you refuse to pay the fee for your order, or if we can’t deliver the package due to wrong or faulty information, we will deduct the shipping fee and any other fees, such as added import tax and duty, from your refund since invoices then will be turned to us. Your refund will be reimbursed to the credit card / PayPal account used when placing the order within 10 business days from the day your returning order reach our warehouse.

Please note that the tax deduction only applies on markets where local customs add tax and duty – there will be no deduction of UK VAT for markets with no additional local customs charges.

Please also note that you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws. Rockins reserves the right to cancel any order prior to be dispatch if the price is incorrect. If so, we will notify you by e-mail. If we are unable to contact you, your order will be automatically cancelled. We are under no obligation to provide goods to you at an incorrect lower price, even once we have sent a shipping confirmation to you, if the pricing error is obvious and unmistakable and could have been recognized by you as an error.

 

SHIPPING

Shipping worldwide takes, depending where you live, between 3-10 business days from the day you place your order. The delivery times are expected and works as guidelines only, and do not take in account possible delays caused by payment authorization or stock availability. Delivery time might be longer during periods of sales and public holidays.

Please make sure to submit the correct billing and shipping address associated to your credit card in order to avoid delays of receiving your order. Rockins insures each purchase during the time it´s in transit until it´s delivered to your specified address. If you order is lost you need to contact us as soon as possible in order to start an investigation with UPS. The investigation takes up to 10 business days and we´ll be contacted through email once the investigation is closed. Rockins are not responsible for any delays caused by destinations customs clearance processes. We don’t refund any freight costs unless it’s because an error from our side.

 

REFUSED ORDER

If you refuse your order or if we can’t deliver the package because of wrong or faulty information we will deduct the shipping and any other fees such as import tax and duty that been added on from your refund as the invoices then will be turned to us. Refund transactions will be reimbursed within 10 business days from the day it reached our warehouse to the credit card / PayPal account that was used when placing the order.

 

CANCELLATIONS

All orders are final and due to the high tempo at our warehouse we are not able to cancel any placed orders.

 

COLORS & WASHES

We cannot guarantee that colors on the website will be true to life. This depends partly on the colour settings of your computer and monitor.

 

FORCE MAJEURE

In case of force majeure (e.g. war, civil war, revolution, riot, governmental measures, strike, lockout, blockage, failure of electricity, telephone or internet service, natural disasters or similar events) the contract between you and Rockins can be partially or fully terminated by Rockins.

 

GOVERNING LAW

This Agreement shall in all respects be interpreted and governed by the laws of England and Wales. If you are outside of the England and Wales, the laws of your country may differ and there may be additional legal requirements to use this website. You must comply with all applicable local and international laws and regulations regarding your use of our website.