Frequently Asked Questions


Orders & Registration

How secure is your website?
Who is your payment provider?
Do you store credit card details?
Can I cancel my order?
Do I need to sign up to place an order?
By registering, will I automatically receive marketing emails from you?
I have received my order but one of the items is missing, what do I do?
What payment methods do you accept?
What is PayPal?
How do I sign up for PayPal?
What do I do If I have forgotten my password?
How do I use a promotional code online?
Why have I received an email saying that some of my order has been shipped?
Why have I received an email saying that some of my order has been cancelled?
I've seen a product but it's not online or in my local store, where can I buy it?


Do I need to be at home to accept my delivery?
Do you ship to PO Boxes or other address e.g. Military base
What happens if a parcel is lost?
Can I change the delivery address for my order?
Can I specify a time for delivery?
What are my delivery options?
Can I check for myself how my order is progressing?
Does Rockmans offer International shipping?
Does Rockmans allow payments from an international billing address?
Free shipping online only offers

Refund & Returns

My item isn't quite right, I want a refund or exchange, how do I do this?
What can I do if something is wrong with my order?
I bought an item online but it is now faulty, what can I do?
How long do I have to return an item?
I returned my order, how long will my refund take?
What if I don't have the original shipping packaging?
Do you refund sale items?

General Product Information

Where can I provide feedback about a product?
How do I search for products?

Gift Cards / E-Gift Card

What is the difference between a gift card and e-gift card?
Can I send a message with my gift card?
Can I send a message with my e-gift card?
How long will it take for my e-gift card to arrive?
Can my gift card or e-gift card expire?
Can I use a gift card/e-gift card and another method of payment in one transaction?
Can a gift card or e-gift card be refunded?
Can I order large quantities of gift cards?
How will I be refunded if I have paid part with a gift card/e-card and part with a credit card?

General Information

What are your customer care opening times?
What are your customer care contact details?
I want a career at Rockmans, what vacancies do you have?
Which internet browsers does your website support?
I would like to enquire about the possibility of receiving a donation from your company for a charity event?
Do you offer work experience programmes for students?

VIP Rewards

Where can I find my VIP number?
I have lost my VIP card
What are the benefits of joining the VIP programme?
Where can I find rewards programme terms and conditions and privacy policy?
I want to unsubscribe from the VIP emails.
I am not receiving promotions but I have a VIP card
I have not received my seasonal rebate rewards voucher
I want to know how much I have spent this season on my VIP card

Sign Up To Vip here.