Help & Support

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General Information

General Information

Can I try on an item from the website in a store before I buy online?

Can I try on an item from the website in a store before I buy online?

Unfortunately it is not currently possible to try on an item from the website in one of our retail stores as all website stock is stored in a warehouse facility separate from our stores.

Do we buy items from customers?

Do we buy items from customers?

Rokit does not purchase items from individuals as we source all of our garments and accessories independently and we do not buy back any items previously bought from Rokit.

Registration and Account

Registration and Account

Why do I need to create an account to shop online?

Why do I need to create an account to shop online?

Registering with us helps speed up the ordering process and lets you keep track of your orders and refunds online and setup your very own wish list to share with your friends. 

How do I change details on my Rokit account?

How do I change details on my Rokit account?

Once you have created an account, you'll be able to log into your My Account anytime you want to change your password, email address, delivery information and phone number.

I forgot my sign-in details?

I forgot my sign-in details?

Don't worry, all you need to do is select the Forgot Password link and follow the instructions. If your problem continues, email us at customercare@rokit.co.uk and a member of the Rokit team will try to get back to you within 24 hours. Please bear in mind our website office hours are 8:30am-5pm Mon-Fri.

Orders

Orders

Where is my order?

Where is my order?

Log into your My Account to track the progress of your order. If you are unable to find the information you need, you can email customercare@rokit.co.uk and a Rokit representative will be happy to help you track your parcel.

I have just placed an order. Can I amend or cancel it?

I have just placed an order. Can I amend or cancel it?

If you would like to amend or cancel your pending order, please email customercare@rokit.co.uk with your order number and cancellation or amendment request details and a member of the Rokit team will try to get back to you within 24 hours. Please bear in mind our website office hours are 8:30am-5pm Mon-Fri.

My payment has been declined. What should I do?

My payment has been declined. What should I do?

This can happen for many reasons. Double check the details in your My Account on the Rokit website to ensure that the card details such as the expiry date and secure code are correct. If the problem continues, try entering the details of a different card before directly contacting your financial institution or one of our Rokit representatives at customercare@rokit.co.uk

Can I pay for my order using my Gift Voucher?

Can I pay for my order using my Gift Voucher?

Yes, simply enter your Gift Voucher number at checkout and follow instructions.

I have received a faulty item.

I have received a faulty item.

As soon as you discover a fault in your item, please contact customercare@rokit.co.uk with your order number and description of your fault and a member of the Rokit team will try to get back to you within 24 hours. Please bear in mind our website office hours are 8:30am-5pm Mon-Fri.

I have received the incorrect item in my order.

I have received the incorrect item in my order.

Please contact customercare@rokit.co.uk with your order number and the incorrect item's name and number and a member of the Rokit team will try to get back to you within 24 hours. Please bear in mind our website office hours are 8:30am-5pm Mon-Fri.

An item is missing from my order.

An item is missing from my order.

There is a possibility we may have sent your item/s in separate parcels so please allow an extra 1-2 days. If an item is still missing, please contact customercare@rokit.co.uk with the order number and the missing item's name and number and a member of the Rokit team will try to get back to you within 24 hours. Please bear in mind our website office hours are 8:30am-5pm Mon-Fri.

Delivery

Delivery

How long will delivery take?

How long will delivery take?

Orders are sent with Royal Mail or courier depending on the delivery service you select and where your parcel is being delivered to.

We offer various services including next day delivery, Saturday next day delivery and international shipping. You will receive a notification via email once your parcel has been shipped or simply track the progress of your order in your My Account.

How much will delivery cost?

How much will delivery cost?

Delivery costs will depend on the delivery service you select and where your parcel is being delivered to. For orders over £50 within the UK, the delivery is free (this is automatically applied on the checkout page).

Can I pay online and pick up in store?

Can I pay online and pick up in store?

Unfortunately it is not currently possible for customers to collect online orders from one of our retail stores.

Can I change my shipping address after I’ve submitted my order?

Can I change my shipping address after I’ve submitted my order?

Unfortunately it is not currently possible to change the shipping address once the order has been placed so please select the correct address at checkout.

We are unable to change details for orders using Royal Mail. However, we are able to send additional information to couriers regarding change to an apartment number or delivery instructions.

Do I need to sign for my delivery?

Do I need to sign for my delivery?

All orders are sent with Royal Mail or courier and require a signature upon delivery so please check the progress of your order in your My Account.

If you are not home at the time of delivery, you will be left a calling card by Royal Mail for you to collect your parcel from your local post office or a courier calling card. You must collect your parcel within 7 days, after this time Royal Mail will return your parcel to us. We will notify you by email to confirm redelivery or alternatively we can refund the order.

Returns and Refunds

Returns and Refunds

How do I return my order?

How do I return my order?

We want to make it as simple as possible for you to return unwanted item/s you have received from us.

You can return any item (excluding hosiery and pierced jewellery) you are not completely happy with for a refund, within 10 days of receiving them.

You can now create an online return in your My Account area and select the item/s you wish to return in your order history. Once you've given us the reason for return and clicked submit, you will be issued with a return reference number, which you need to enclose in your returns parcel to:

ROKIT WEBSITE RETURNS

UNIT 2 RANGEMOOR ROAD, TOTTENHAM

LONDON

N15 4NG

Please ensure all tags are still attached and returned in saleable condition. For international returns, remember to ask for proof of postage, so if your parcel goes missing in the mail, you'll have proof you've sent it. Your refund will then be processed within 3-5 working days once we receive your return.

Can I return an item purchased online to a Rokit retail store?

Can I return an item purchased online to a Rokit retail store?

Unfortunately it is not currently possible for customers to return item/s purchased from our website to one of our Rokit retail stores.

Have you received my return?

Have you received my return?

Once your return has been processed, you will receive a returns confirmation email. If for some reason, you don't receive this email within 10 days of posting your parcel to us, please email us at customercare@rokit.co.uk with your return reference number.

How long does it take to see a refund in my bank account?

How long does it take to see a refund in my bank account?

Please allow up to 10 days for your refund to be processed. This may vary depending on your banks/ Pay Pal processing time however you will receive a refund confirmation email once we have done so.

Why haven’t I received a refund?

Why haven’t I received a refund?

Please log into your My Account to see if your return has arrived at our warehouse and is being processed. Please bear in mind that your return can take 3-5 working days. If you have been waiting more than 10 days and are concerned that your return parcel may not have reached us, please email customercare@rokit.co.uk

Do you offer exchanges?

Do you offer exchanges?

Unfortunately, we do not offer exchanges. Alternatively, you can request a refund by creating an online return via your My Account.

Sizing

Sizing

How do I know what size to buy?

How do I know what size to buy?

Rokit sells vintage garments (unless stated otherwise) and can vary from today's standardised clothing sizes. We've made it easier for you by creating size guidelines to help you buy the right size, the first time.

I’ve seen something online that I want in another size/colour.

I’ve seen something online that I want in another size/colour.

As we are a vintage and second hand clothing company almost all the items we sell are unique one offs and are only available in the size and colour advertised on the website unless specified otherwise.

Gift Vouchers

Gift Vouchers

Can I purchase a Gift Voucher from the Rokit website?

Can I purchase a Gift Voucher from the Rokit website?

Yes, by clicking here and following the instructions. 

My Gift Voucher has been lost/ stolen. What should I do?

My Gift Voucher has been lost/ stolen. What should I do?

Please email the full name on the Gift Voucher and the amount to customercare@rokit.co.uk and a Rokit representative will be happy to help you.

Can I redeem my Gift Voucher at a Rokit retail store?

Can I redeem my Gift Voucher at a Rokit retail store?

Unfortunately Gift Vouchers purchased online are only redeemable from our Rokit website and cannot be redeemed in one of our retail stores.

How do I check the balance of my Gift Voucher?

How do I check the balance of my Gift Voucher?

Your Gift Voucher balance will be available in your order confirmation email. 

How will I be refunded if I have paid with a Gift Voucher?

How will I be refunded if I have paid with a Gift Voucher?

Once your return has been processed we will issue you a Gift Voucher of the correct amount. You can track the progress of your return in your My Account.

Can a Gift Voucher be refunded?

Can a Gift Voucher be refunded?

Unfortunately it is not possible for a Gift Voucher to be refunded.

Press

Press

Who should I contact if I have a press enquiry?

Who should I contact if I have a press enquiry?

You can contact Abby or Harriet at Dust PR for all press loans and enquiries. 

65 Neal St, London, WC2H 9PJ.

+44 (0)207 836 0440

Cookie Policy

Cookie Policy

What is your Cookie Policy?

What is your Cookie Policy?

Learn more here about our Cookie Policy

Contact Us

Contact Us

Can't find the answer to your question and wish to call us?

Can't find the answer to your question and wish to call us?

You can reach website customer care on 0208 801 8600. Please ask to be put through to extension number 27. Please bear in mind our office opening hours are 8.30am to 5pm Mon-Fri.