GENERAL TERMS & CONDITIONS OF SALE
CARE AND REPAIR
How do I shop rockoel.com?
There are several ways to browse Rockoel.com. You may explore our weekly homepage features or visit the navigation bar found at the top of every page. Simply click on the relevant section to open a drop-down menu, and then click on the links to visit categories, such as t-shirts or sweatshirts. Within each category, you will find subcategories to further refine your search and help you locate exactly what you are looking for.
If you are looking for a specific item, you may use our search box in order to find products by name, colour, category or style.
When you have made your selection, choose your size and click on “add to shopping cart”. Once you are ready to complete your purchase, visit your shopping cart at the down right-hand corner of our screen and click on “”Checkout”” to be led through the checkout process. If you have any questions or concerns, please contact us by phone at +39 3200762984, Monday-Friday from 9AM-7PM (CET) or via email at email@example.com .
How do I place an order?
Depending on availability and shipping address, purchases may be made either directly through Rockoel.com or through the assistance of our online personal shoppers. You can contact us at +39 3200762984 or via email at firstname.lastname@example.org. Please note we are available Monday-Friday from 9AM-7PM (CET).
Can I cancel or modify my order?
If you wish to cancel or modify your order, please send an email to email@example.com as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified.
If you have received your order and need to return it please refer to the return instructions included with your shipment. Once we receive your returned item, we will process a refund or an exchange as requested.
What are the benefits of creating a Rockoel account?
Creating a Rockoel account allows you to:
– store multiple shipping and billing addresses to expedite your checkout
– save the contents of your shopping cart for later
– easily access your current order details and history
– save credit card information to checkout more quickly
– manage your saved items
– discover recommended items
My order is not being accepted. Why?
Please be sure that the address you are entering in the “Billing” field is the address that is registered with your bank and the address where you receive your bank statement. If the system still doesn’t accept your order, please contact your bank and then contact us at +39 3200762984 and we will be glad to assist you.
Which Rockoel products are available for purchase on Rockoel.com?
Rockeol products available for purchase online include t-shirts, sweatshirts, accessories, shoes, luggage, jewellery, watches, gifts, ready to wear and fragrances. Products on our website are subject to availability.
How many units of each product may I purchase on Rockoel.com?
You may purchase up to three items per style depending on the availability. For corporate sales, please check the dedicated section on the website under the Gift section.
What should I do if an item I want is unavailable?
For inquiries on items that are unavailable online, please contact us at +39 3200762984, Monday-Friday from 9AM-7PM (CET) or via e-mail at firstname.lastname@example.org
How do I know my size?
How do I know if a product is available and how long it will take to be delivered?
The website provides information on items’ availability directly on the product page and provides the estimated time of shipment at checkout. When you have selected the product or the size needed, you can see different stock status.
What is the priority waiting list?
We offer our clients the opportunity to pre-order items that are currently in production or that have sold out and are on back-order.
When you order one of these items, you are placed on a priority waiting list to be among the first to receive your selection once it becomes available. We do our best to provide expected shipping dates for these items on the product page and during checkout, but please be aware that they may arrive sooner or later than estimated. Your credit card will only be charged for waiting list items at the time of shipment.
How do I know if a product I have is authentic?
If the product has been purchased on www.rockoel.com or in a raccomando boutique is guaranteed to be authentic.
Which payment methods do you accept?
Rockoel accepts the following forms of payment for online purchases:
– American Express
Please note that your billing address must match the address on your credit card statement. At this time we do not accept gift cards.
When will my credit card be charged?
The transaction will be charged to your credit card after we have verified your card details, received credit authorization, confirmed availability and prepared your order for shipping. Your credit card will not be charged at the time you submit your order but will be authorized for 2 euro for verification purposes.
My order has been declined; do I need to place a new order?
If you have received an email from us informing you that your order has been cancelled, please replace a new order online, otherwise please contact us at email@example.com
Can I use multiple methods of payment?
At this time, we only accept one form of payment per order.
Is VAT included in the final price and how do I claim vat back?
All prices include VAT. At this time we are unable to provide a tax-back service for any of our online customers.
What is your return policy? how many days do I have to return a product?
For online purchases, Rockoel will refund the purchase price of merchandise that is returned in its original condition and only if accompanied by the original invoice, original Rockoel packaging and security return/exchange label intact and attached to the item.
You must inform Rockoel of your intention to return the merchandise within 14 days of the date of delivery either by: (i) directly returning the merchandise to Rockoel together with the original invoice duly filled-in; or (ii) sending to Rockoel the form downloadable here or any other unequivocal statement and then returning to Rockoel the merchandise with the original invoice duly filled-in within 14 days after the day on which you sent the form (or any other unequivocal statement) to Rockoel.
You can use the free return label provided with each shipment to return your purchase. Refunds will be issued in the same form as was utilized for payment.
You may return products purchased online in any of our Rockoel boutiques listed here. Merchandise that has been worn, used, altered or damaged will not be accepted.
Rockoel reserves the right to refuse return of any merchandise that does not meet the above return requirements at Rockoel’s sole discretion.
How do I return an item?
Please use the free return label provided with each shipment to return your purchase.
How long does it take for a refund to be issued?
Every effort will be made to ensure a prompt refund. Returns to rockoel.com are processed within 14 days of receipt of (i) the notification of the Client’s cancellation of the order or (ii) of the returned merchandise, whichever is later. A confirmation e-mail will be sent once your return has been processed and your account has been credited. Refunds may only be issued in the same form as was utilized for payment.
Are delivery charges and return costs refundable?
There are no delivery charges or return costs. We offer free express shipping and free returns.
Can I return an item that I bought online to a Rockoel boutique?
You may return products purchased online on this website at no charge in any of our Rockoel boutiques listed here. The original invoice must accompany all returns.
How do you exchange an item with Rockoel.com?
In order to exchange an item, return the original item using the return instructions provided in the shipment confirmation email.
Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.
Can I return a personalised item?
Withdrawals, cancellations, exchanges or returns are not accepted for orders of customised products.
How do I send a gift?
During your online checkout, you will have the option to include a personalised gift message and exclude the price from the order invoice. All Rockoel.com orders come with complimentary gift wrap.
Can I get my purchase gift-wrapped?
During your online checkout, you will have the option to include a personalised gift message and exclude the price from the order invoice.
Can I order corporate gifts on the website?
For more information and a personalised quote, please email us at firstname.lastname@example.org
CARE AND REPAIR
How do I repair an item?
Rockoel offers a repair service for Rockoel products purchased at Rockoel.com and from authorised retailers. For items purchased at Rockoel.com, please contact us by email at email@example.com. For items not purchased at Rockoel.com the authorised Rockoel retailer where the product was purchased.
Where can I buy authentic Rockoel products?
Authentic Rockoel products are sold exclusively through rockoel.com, a network of Rockoel directly operated and through a small number of authorized department and specialty stores.
Does Rockoel gurantee the authenticity of all products sold on Rockoel.com?
Yes, we guarantee the authenticity of all products purchased on rockoel.com.
Rockoel products are crafted with the highest quality materials, design and craftsmanship. “Made in Italy” is an integral part of the essence of Rockoel. Made in Italy is a cultural approach, a know-how that took generations to build, and a genuine mission that has allowed Rockoel to become one of the young brand world’s most desirable luxury fashion brands.