loading...
left_image

shipping & returns info

uk delivery info

  • all orders to the uk take approx. 2-3 working days.
  • WE USE UPS, PARCELFORCE AND/OR INTERLINK EXPRESS.
  • WE USE A SIGNED-FOR DELIVERY SERVICE. SOMEONE WILL NEED TO BE IN TO ACCEPT YOUR DELIVERY. IF THERE IS NO-ONE IN TO SIGN FOR THE DELIVERY, A CARD WILL BE LEFT WHERE YOU CAN ARRANGE RE-DELIVERY OR TO COLLECT FROM THE DEPOT.
  • WE RECOMMEND USING YOUR WORK ADDRESS OR AN ADDRESS WHERE SOMEONE WILL BE AT HOME TO SIGN FOR YOUR PACKAGE.
  • PLEASE DO NOT REFUSE ANY DELIVERY. REFUSED DELIVERIES WILL INCUR THE COST OF THE ORIGINAL DELIVERY PLUS THE RETURN COST. ANY REFUND MADE WILL BE MINUS THE TOTAL DELIVERY AND RETURN COSTS IN THE CASE OF REFUSED DELIVERIES.
  • STANDARD DELIVERY:
  • StANDARD DELIVERY FOR UK HAS A COST OF 3.99GBP FOR ORDERS UNDER 60GBP
  • we offer free shipping for uk for Orders above 60Gbp
  • OUR STANDARD DELIVERY SERVICE OPERATES MON-FRI 8AM TO 7PM. PLEASE ORDER BY TUESDAY TO ENSURE DELIVERY BY FRIDAY UNDER STANDARD delivery.
  • OUR STANDARD DELIVERY SERVICE DOES NOT DELIVER ON WEEKENDS NOR PUBLIC OR BANK HOLIDAYS, IT ONLY DELIVERS ON WORKING DAYS
  • NEXT WORKING DAY DELIVERY:
  • IF AN ITEM IS AVAILABLE FOR UK NEXT DAY DELIVERY, IT WILL BE STATED ON THE PRODUCT.
  • NEXT DAY DELIVERY IS FOR NEXT WORKING DAY. ORDERS PLACED ON A FRIDAY AFTER 5PM GMT OR OVER THE WEEKEND WILL BE DELIVERED ON THE FOLLOWING TUESDAY. WE DO NOT DELIVER ON PUBLIC OR BANK HOLIDAYS. NEXT DAY DELIVERY ORDERS PLACED OVER A BANK HOLIDAY WILL BE DESPATCHED ON THE NEXT WORKING DAY FOLLOWING THE BANK HOLIDAY, TO BE RECEIVED BY THE CUSTOMER THE FOLLOWING DAY.
  • FOR NEXT DAY DELIVERY ORDERS NEED TO BE PLACED BY 5PM GMT AT THE LATEST AND WE DELIVER THE NEXT DAY, ANYTIME UP UNTIL 5:30PM.
  • DELIVERY CHARGE FOR UK NEXT DAY DELIVERY IS 4.99GBP UP TO 3 ITEMS. SUBSEQUENTLY ITEMS IN THE SAME ORDER ARE CHARGED AT 4.99GBP EACH.
  • THERE ARE SOME POSTCODE EXCEPTIONS TO WHERE WE CANNOT OFFER NEXT DAY DELIVERY. CLICK HERE FOR MORE INFO.
  • NEXT SATURDAY DELIVERY
  • SATURDAY DELIVERY: SATURDAY DELIVERY IS FOR DELIVERY ON THE FIRST SATURDAY AFTER THE ORDER IS PLACED. THE COST IS 9.99GBP. IF THE ORDER IS PLACED DURING THE WEEK, IT WILL BE HELD AND THEN DESPATCHED IN TIME TO BE DELIVERED ON THE NOMINATED SATURDAY

Europe, USA & Australia DELIVERY INFO

  • ALL ORDERS TO any country in europe TAKE APPROX. 3-5 WORKING DAYS
  • WE USE UPS
  • Standard delivery for Europe, USA & Australia costs GBP £6
  • we offer free shipping for Europe, USA & Australia for Orders above GBP £75
  • THERE IS NEITHER NEXT DAY DELIVERY OPTION NOR next saturday delivery for Europe, USA & Australia.
  • DELIVERIES ARE MADE MON-FRI 8AM TO 7PM, THERE IS NO SATURDAY SERVICE AVAILABLE.
  • PLEASE ORDER BY TUESDAY TO ENSURE DELIVERY BY FRIDAY.
  • WE USE A SIGNED-FOR DELIVERY SERVICE. SOMEONE WILL NEED TO BE IN TO ACCEPT YOUR DELIVERY. IF THERE IS NO-ONE IN TO SIGN FOR THE DELIVERY, A CARD WILL BE LEFT WHERE YOU CAN ARRANGE RE-DELIVERY OR TO COLLECT FROM THE DEPOT.
  • TO MINIMIsE DELAYS WE RECOMMEND USING YOUR WORK ADDRESS AS YOUR DELIVERY ADDRESS.
  • YOU WILL NEED TO COVER THE INGOING CUSTOMS COST OR TAXES SHOULD ANY BE INCURRED IN SHIPPING TO YOUR DESTINATION.
  • WHILST WE ENDEAVOUR TO DELIVER WITHIN THE STATED TIME, WE CANNOT BE HELD RESPONSIBLE FOR ANY DELAYS CAUSED BY THE CUSTOMS CLEARANCE OF THE DESTINATION COUNTRY.
  • PLEASE DO NOT REFUSE ANY DELIVERY. REFUSED DELIVERIES WILL INCUR THE COST OF THE ORIGINAL DELIVERY PLUS THE RETURN COST. ANY REFUND MADE WILL BE MINUS THE TOTAL DELIVERY AND RETURN COSTS IN THE CASE OF REFUSED DELIVERIES.

international delivery info

PLEASE FIND YOUR COUNTRY IN THE DROPDOWN BOX TO VIEW DELIVERY TIMES AND CHARGES.

delivery time

cost

 

 

  • we use ups.
  • international shipping costs gbp15.95 for most countries, please look for your country in the dropbox above to check the costs of shipping to your country.
  • THERE IS NO NEXT DAY DELIVERY OPTION.
  • DELIVERIES ARE MADE MON-FRI 8AM TO 7PM, THERE IS NO SATURDAY SERVICE AVAILABLE.
  • WE USE A SIGNED-FOR DELIVERY SERVICE. SOMEONE WILL NEED TO BE IN TO ACCEPT YOUR DELIVERY. IF THERE IS NO-ONE IN TO SIGN FOR THE DELIVERY, A CARD WILL BE LEFT WHERE YOU CAN ARRANGE RE-DELIVERY OR TO COLLECT FROM THE DEPOT.
  • TO MINIMIsE DELAYS WE RECOMMEND USING YOUR WORK ADDRESS OR AN ADDRESS WHERE SOMEONE WILL BE AT HOME TO SIGN FOR YOUR PACKAGE AS YOUR DELIVERY ADDRESS.
  • WHILST WE ENDEAVOUR TO DELIVER WITHIN THE STATED TIME, WE CANNOT BE HELD RESPONSIBLE FOR ANY DELAYS CAUSED BY THE CUSTOMS CLEARANCE OF THE DESTINATION COUNTRY.
  • YOU WILL NEED TO COVER THE INGOING CUSTOMS COST OR TAXES SHOULD ANY BE INCURRED IN SHIPPING TO YOUR DESTINATION.
  • PLEASE DO NOT REFUSE ANY DELIVERY. REFUSED DELIVERIES WILL INCUR THE COST OF THE ORIGINAL DELIVERY PLUS THE RETURN COST. ANY REFUND MADE WILL BE MINUS THE TOTAL DELIVERY AND RETURN COSTS IN THE CASE OF REFUSED DELIVERIES.

returns + exchanges

how to return or exchange

  • we do not cover your shipping costs back to us.
  • WE ARE HAPPY TO ACCEPT FOR RETURN, ANY GARMENT THAT IS UNWORN AND STILL FITTED WITH ALL SECURITY TAGS AND LABELS AND THAT IS DESPATCHED TO US WITHIN 14 DAYS OF RECEIPT BY YOU.
  • PLEASE FOLLOW THE RETURN INSTRUCTIONS ON THE RETURNS SHEET ENCLOSED WITH YOUR PARCEL AND MAIL IT BACK TO US WITHIN 14 DAYS OF RECEIPT.
  • if you have mislaid the returns sheet please contact us at returns@mistressrocks.com and we will be happy to assist you.
  • PLEASE REMEMBER TO INDICATE IF YOU WOULD LIKE A REFUND OR EXCHANGE. IF YOU WOULD LIKE AN EXCHANGE PLEASE REMEMBER TO IDENTIFY WHAT ITEM & SIZE YOU WOULD LIKE IN EXCHANGE.
  • SALE ITEMS CAN ONLY BE RETURNED FOR REFUND BY CREDIT NOTE.

exchanges

  • we do not cover your shipping costs back to us.
  • WE ARE HAPPY TO ACCEPT FOR RETURN, ANY GARMENT THAT IS UNWORN AND STILL FITTED WITH ALL SECURITY RIBBONS AND LABELS AND THAT IS DESPATCHED TO US WITHIN 14 DAYS OF RECEIPT BY YOU.
  • PLEASE FOLLOW THE RETURN INSTRUCTIONS ON THE RETURNS SHEET ENCLOSED WITH YOUR PARCEL AND MAIL IT BACK TO US WITHIN 14 DAYS OF RECEIPT. PLEASE IDENTIFY WHICH ITEM YOU WOULD LIKE IN REPLACEMENT.
  • IF YOU HAVE MISLAID THE RETURNS SHEET PLEASE CONTACT US AT RETURNS@MISTRESSROCKS.COM AND WE WILL BE HAPPY TO ASSIST YOU.
  • YOU CAN EXCHANGE YOUR ITEM FOR ANOTHER SIZE OR ANOTHER ITEM ENTIRELY.
  • ONE FREE EXCHANGE OF CHARGE IS ALLOWED PER ORDER
  • ALL EXCHANGES ARE BASED ON STOCK AVAILABILITY.
  • IF THE REPLACEMENT ITEM IS LESS EXPENSIVE THAN THE ORIGINAL, THE DIFFERENCE WILL BE REFUNDED BACK TO YOU VIA STORE CREDIT.
  • ALTERNATIVELY YOU MAY RETURN THE ORIGINAL ITEM FOR REFUND AND THEN PURCHASE THE NEW, LOWER PRICED ITEM.
  • iF THE REPLACEMENT ITEM IS MORE EXPENSIVE THAN THE ORIGINAL ITEM, YOU WILL NEED TO PURCHASE A gift card FOR THE DIFFERENCE.
  • PLEASE LET US KNOW YOU HAVE MADE THE PURCHASE OF YOUR GIFT CARD ON RETURNS@MISTRESSROCKS.COM.
  • GENERALLY EXCHANGES TAKE 2-3 WORKING DAYS TO PROCESS PLUS THE DELIVERY TIME TO YOUR AREA.

refunds

  • WE DO NOT COVER YOUR SHIPPING COSTS BACK TO US.
  • WE ARE HAPPY TO ACCEPT FOR RETURN, ANY GARMENT THAT IS UNWORN AND STILL FITTED WITH ALL SECURITY TAGS AND LABELS AND THAT IS DESPATCHED TO US WITHIN 14 DAYS OF RECEIPT BY YOU.
  • YOUR PAYMENT WILL BE CREDITED BACK TO THE ORIGINAL PURCHASER'S CREDIT CARD. IF THE ITEM IS A SALE ITEM, THE REFUND WILL BE MADE IN STORE CREDIT ALTERNATIVELY IT CAN BE RETURNED FOR EXCHANGE.
  • RETURNS FOR REFUND ARE PROCESSED WITHIN 2-3 WORKING DAYS OF RECEIVING THE ITEM HOWEVER, CARD REFUNDS MAY TAKE UP TO 10 BUSINESS DAYS FOR YOUR BANK TO COMPLETE, DEPENDING ON THEIR PROCESSING TIME. THIS CAN VARY GREATLY BETWEEN CARD ISSUERS, AND UNFORTUNATELY WE ARE UNABLE TO INFLUENCE THIS.
  • STORE CREDIT REFUNDS WILL BE AVAILABLE IMMEDIATELY AFTER 2-3 DAYS PROCESSING AND COME IN THE FORM OF A CODE ON EMAIL.
  • FAST DELIVERY SHIPPING: ORDERS PLACED EITHER WITH NEXT WORKING DAY DELIVERY OR NEXT SATURDAY DELIVERY WILL BE CHARGED A SHIPPING FEE WHEN RETURNED FOR THE REFUND. FOR UK & EUROPE IT IS £6.00 AND FOR US £10.00 PER ORDER UNDER £250.00. ANY ORDERS OVER £250.00 THAT ARE RETURNED WILL BE CHARGED THIS FEE PER ITEM WHILST ORDERS OVER £500.00 WILL BE CHARGED DOUBLE PER ITEM. THE VALUE PAID FOR THE FASTER DELIVERY OPTIONS IS ONLY AN EXTRA FEE AND WILL NOT BE REFUNDED.

sale items

  • SALE ITEMS CAN ONLY BE RETURNED FOR REFUND BY CREDIT NOTE.

late returns

  • YOUR ITEMS SHOULD BE SENT BACK TO US WITHIN 14 DAYS OF RECEIPT BY YOU. LATE RETURNS CANNOT BE ACCEPTED AND MAY BE RETURNED TO YOU.

our policy

  • ITEMS SHOULD BE RETURNED NEW, UNUSED, AND WITH ALL MISTRESSROCKS AND SECURITY GARMENT TAGS STILL ATTACHED. RETURNS THAT ARE DAMAGED, SOILED OR ALTERED MAY NOT BE ACCEPTED AND MAY BE SENT BACK TO THE CUSTOMER.
  • IF YOU HAVE AN ITEM THAT IS DAMAGED, FAULTY OR SOILED PLEASE CONTACT RETURNS@MISTRESSROCKS.COM PRIOR TO SENDING ANY RETURN.

insurance

  • MISTRESS ROCKS INSURES EACH PURCHASE DURING THE TIME IT IS IN TRANSIT UNTIL IT IS DELIVERED TO YOU. WE REQUIRE A SIGNATURE FOR ANY GOODS DELIVERED, AT WHICH POINT RESPONSIBILITY FOR YOUR PURCHASED GOODS PASSES TO YOU. IF YOU ARE NOT THE RECEIVER OF YOUR PURCHASE (FOR EXAMPLE A GIFT ORDER) THEN THE PERSON WHO SIGNS FOR THE PACKAGE CONFIRMS RECEIPT AND IS ACCOUNTABLE FOR THE PACKAGE.

important information

  • PLEASE MAKE SURE THAT THE SHIPPING ADDRESS IS CORRECT AS WE'RE UNABLE TO REDIRECT ORDERS ONCE THEY ARE ON THEIR WAY TO YOU.
  • BEFORE WE CAN DISPATCH YOUR PURCHASES, WE MAY NEED TO CONFIRM YOUR DETAILS WITH YOUR CARD ISSUER. WE WILL DO OUR BEST TO KEEP DELAYS TO A MINIMUM.
  • OUR DELIVERY TIME STARTS FROM THE MOMENT AN ORDER IS ACCEPTED AND INCLUDES A 24 HOUR PERIOD WHERE YOUR ITEMS WILL BE PROCESSED AND DISPATCHED BY OUR WAREHOUSE. PLEASE NOTE THIS CAN TAKE LONGER DURING OUR SALE PERIODS WHEN IT MAY TAKE UP TO 48 HOURS FOR SHIPMENTS TO BE DISPATCHED.
  • WE WORK CLOSELY WITH OUR SHIPPING PARTNER TO MINIMIZE THE POTENTIAL IMPACT OF CUSTOM DELAYS ON OUR INTERNATIONAL CUSTOMERS.
  • TO MINIMISE DELAYS WE RECOMMEND USING YOUR WORK ADDRESS AS YOUR DELIVERY ADDRESS.
  • PLEASE NOTE THAT PURCHASES MADE ONLINE CANNOT BE RETURNED OR EXCHANGED AT ANY OF OUR STORES. THEY MUST BE RETURNED TO THE ADDRESS SPECIFIED ON THE RETURNS SLIP.
 
right_image