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Terms and Conditions

 

Please read through our terms and conditions carefully before placing your order.

By using this website and/or placing an order you agree to be bound by these terms and conditions set out below. Please also read our privacy statement regarding personal information provided by you.

If you have any queries relating to these terms and conditions, please email our customer service team at info@rockyhorrors.co.uk .

We may change these terms and conditions at any time. Any changes will take effect on the date they are posted on our website. We will also inform you on our News page on this website.

These terms and conditions are governed by English law and in the case of a dispute are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.

Failure by us to enforce any of these terms and conditions will not affect our right to enforce the rest of these terms and conditions.

We shall not be liable to any person for any loss or damage, which may arise from the use of any information contained in any of the materials on this website.

All rights, including copyright, in this website are owned by Rocky Horrors. Any use of the site or its contents, including copying or storing it in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of Rocky Horrors.

Certain (hypertext) links in this site will lead to websites which are either hosted by our partners or other selected third parties. When you activate any of these you will leave the Rocky Horrors website and we have no control over, and will accept no responsibility or liability in respect of, the material on any website which is not under our control. These exclusions of liability shall not apply to any damages arising from death or personal injury caused by our negligence.

Customer Orders  

We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.

All orders placed on our website will be acknowledged electronically by email. Please note that electronic acknowledgements do not constitute order conformation or order acceptance. Your order will be accepted and the creation of a legally binding contract between you and us will take place once the goods have been dispatched or collected. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in person or by telephone or by email).

When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks. This helps to protect you and us against fraudulent transactions.

We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method or if local suggest that you visit our store.

The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in suppliers’ prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged. We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time the order is placed. See below for further information on delivery prices.

Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative, offer a refund or suggest that you visit our store.

Order Processing

Your order is sent directly to our secure till in our shop for processing. Once we have received your order and payment, our staff will pick, pack and dispatch the item. We will aim to do this the same day for all orders received before 12pm Mon-Fri (excl Bank Holidays).

Order Tracking

You can track the progress of your order at any time by logging into My Account from the Home page on this website.

New Rock Orders

So that we can offer you a wider range of New Rock boots styles and sizes we offer a 'drop ship' service for boots which are out of stock. If we do not have a particular boot in stock onsite it can be ordered as 5-10 day delivery, this means the boots are dispatched from the New Rock warehouse in Spain and may take up to 10 working days for delivery. Please provide a current contact number for all New Rock orders as it is required for us to process your order, dispatch may be delayed without it.We now also offer a wide range of custom make only boots. These take up to 60 days to make to order and 5-10 working days to deliver as they come directly from the New Rock warehouse in Spain. Any boots listed on the site as custom make only are custom make only, they will appear as 'in stock' but this only means they are available for purchase. They will take up to 60 days to be made and delivered. If you have any queries regarding New Rock delivery or would like to request a faster delivery service (not available on custom make boots) please call 01142493461 or e-mail us at info@rockyhorrors.co.uk an extra charge for faster delivery will be applied.

Security (Sagepay)

We use the industry leading internet payment company Sagepay to protect your card details and protect us from fraud. The following security systems are used.

Transaction security - All transaction information passed between merchant sites and the Sagepay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sagepay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the Sagepay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Encryption and Data Storage - All sensitive data is secured on Sagepay using the same internationally recognised 256-bit encryption standards used by, among others the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign’s Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and the banks and banking authorities regularly audit us to ensure it remains so.

Links to banks - Sagepay has multiple private links into the banking network that are completely separate from the Internet and which do don’t cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

Employee access - No individuals within Rocky Horrors or Sagepay are able to decrypt transaction information or cardholder data. Our systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the police). Your transaction information and customer card information is secure even from our own employees because our systems never display the full card numbers, even on administrative screens.

Delivery

We will only deliver goods to the address on the order.

United Kingdom

Delivery within the United Kingdom is usually via Royal Mail 2nd Class Delivery, in the case of large items such as boots (i.e. Sancho, New Rocks) Parcelforce 48 will be used. You can also pay extra for 1st class delivery, which in most cases arrives next day but this is not guaranteed, in cases of emergency or needing items sent guaranteed next day we can provide this service, cot is weight based so please call 01142493461 for enquiries.We are currently seraching for a new courier service to provide better delivery times on these larger items. New Rock 'Drop Ships' are sent from Spain via UPS or Fedex which usually takes 5-10 working days to deliver, we can also offer 48 hour delivery but PLEASE call first to confirm the service, sometimes there are delays caused by New Rock that are out of our control so to avoid disappointment or delay call on 01142493461.

For orders under £15 postage costs are £2.50

For orders between £15 and £24.99 postage costs are £3.50

For orders over £25 postage is FREE*

*Excludes: Northern Ireland, Scottish Highlands, Isle of Wight, Channel Islands and other Offshore Islands. Postage is still free for orders between £25 and £50 however for orders over £50 to the above listed places there is an additional charge of £10 due to the cost of shipping more expensive items to these places.

The following postcodes are classified as the Highlands for billing purposes:

  • IV - all postcodes
  • KW 1-14
  • PA 34, 37, 38 & 39
  • PH 19-26, 30-40, 49 & 50
  • PH 41 sector 4

1st Class Service

 

For orders under £15 postage costs are £4.00

For orders between £15 and £24.99 postage costs are £5.00

For orders between £25 and £74.99 postage costs are £5.00

For orders over £75 postage costs are £10.00

 

Republic of Ireland / Netherlands / Belgium / Luxembourg

Delivery to the Republic of Ireland is usually via Royal Mail International Signed For Airmail, and some items are also sent via courier service depending on weight and value of items.

For orders under £15 postage costs are £3.50

For orders between £15 and £24.99 postage costs are £6.50

For orders between £25 and £74.99 postage costs are £10

 

For orders over £75 postage costs are £15

 

Europe*

 

Delivery to Europe is usually via Royal Mail International Signed For Airmail, and some items are also sent via courier service depending on weight and value of items.

For orders under £15 postage costs are £4.50

For orders between £15 and £24.99 postage costs are £6.50

For orders between £25 and £74.99 postage costs are £10.00

For orders over £75 postage costs are £15.00

*includes - France, Germany, Denmark, Sweden, Italy, Spain, Portugal, Greece, Andorra, Austria, Monaco, Finland


Rest of Europe

 

Delivery to Rest of Europe is usually via Royal Mail International Signed For Airmail, and some items are also sent via courier service depending on weight and value of items.

For orders under £15 postage costs are £4.50

For orders between £15 and £24.99 postage costs are £6.50

For orders between £25 and £74.99 postage costs are £10.00

For orders over £75 postage costs are £35.00

International

 

International orders are usually sent via Royal Mail Standard Parcel or courier depending on weight and value.

For orders under £15 postage costs are £15.00

For orders between £15 and £24.99 postage costs are £20.00

For orders between £25 and £74.99 postage costs are £25.00

For orders over £75 postage costs are £45

 

 

We hope that you are delighted with your Rocky Horrors purchase, but if for any reason you are not completely satisfied you can cancel your contract with us at any time up to 14 days after the day of delivery. We want you to be 100% happy with your purchase and to help reassure our online customers we are now offering a Returns Service for all orders that you are unsatisfied with. To cancel your order you must return the item(s) to us in their original condition and packaging within 14 days of receipt and we will gladly refund you or organise an exchange if requested.


Refunds will be credited to your original method of payment. In the interests of hygiene we do not offer refunds on piercing jewellery, undergarments or cosmetics unless they are of unsatisfactory quality or unfit for purpose.
 

To return an item please suitably package the item and return it via the Post Office. Postage return costs must be paid for by the customer. In the case of damaged goods or an incorrect item being received we will refund postage costs, please call in advance on 01142493461 if the goods you receive are damaged or incorrect. We will refund the cost of a standard parcel, this insures the item for up to £45 in case of loss or damage during transit. If you wish to insure your parcel for extra, or send it via Special Delivery / Next Day Delivery etc this extra cost must be covered by the customer and will NOT be refunded by Rocky Horrors. To receive your postage refund you MUST include a cash receipt from the Post Office, this can be sent along with the parcel, or scanned and sent via e-mail. Postage refund may be sent by cheque. If you have any queries regarding our postage refund policy please e-mail us at info@rockyhorrors.co.uk

 

To check the cost of sending a standard parcel and how much you will be refunded please check at http://sg.royalmail.com/portal/rm/PriceFinder?catId=23500532&gear=pricingcalc (Royal Mail price finder)

Refunds will be processed once your goods are received into our warehouse. Please note that it may take several days for the refund to show in your account. You will be refunded on to the card that the goods were purchased with or Paypal depending on your payment method used.

If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £25.00’) you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value. For combination purchases ('buy one, get one free' or 'get the lowest price item free'), you must return any free items or vouchers back for us to process the refund.

Exchanges will be sent out once your goods are received into our warehouse so long as we have the item(s) in stock. If the item(s) are out of stock we will contact you to let you know when we expect a delivery from our suppliers. If we are unable to get out of stock items to you quickly or if they have been discontinued then we will offer you a refund. If you are returning any items to be exchanged please make sure you include a note stating your reasons for returning. If you are returning an item because it is the wrong size please state clearly which size you require. Please provide your full name, address, contact number and order number with the return.

* International Customers outside the United Kingdom will not receive a pre-paid returns label and are required to return unwanted orders at their own cost. We strongly recommend that you post any items back to us with appropriate insurance as we cannot be held liable for items lost in the mail.

In addition to our returns policy, under the Distance Selling Regulation EU customers have seven working days (beginning the day after receipt) to cancel your purchase (unless it is a purchase of financial services, food, drink or other perishable products; DVDs, CDs or software which have been unsealed; magazines; or tailor-made / customised products). In this case we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

If we have made a mistake on an item sent to you or if it is faulty, damaged or of unsatisfactory quality or unfit for purpose, we will refund you the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning. We will also refund the delivery charges if you are an EU customer cancelling your purchase within the seven day cooling off period. Details of the returns procedure will also be sent with your order.

Your UK statutory rights are not affected by our returns policy.
Product Information

We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you will see will depend on your monitor, we cannot guarantee that your monitor’s display of any colours will accurately reflect the colour of the product on delivery.

All sizes and measurements are approximate; however we do make every effort to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are UK sizes. Please refer to the size guide for clarification.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto our system. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.

Prices are subject to change without notice. Prices are inclusive of UK VAT (as applicable).

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order becomes accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items.

We continually update our online store. From time to time our retail store may run special local promotions (which may not be available on our website) or we may offer special discounts online that are not available in store. Some website promotions may not be available to customers in certain locations.

When you place an order on our website we shall email you an acknowledgement. Our acceptance of an order does not take place until dispatch of the order, at which point the purchase contract will be made and you will have been charged accordingly.

Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button

Any discounts triggered by the entry of a promotional code will not be applied until the order is accepted but will be detailed on the invoice.

We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:

    The product ordered being unavailable from stock
    Our inability to obtain authorisation of payment
    The identification of an error within the product information, including price or promotion

If there are any problems with your order we shall contact you. We reserve the right to reject any offer to purchase by you at any time.

We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations.

 

 

 

Privacy Policy Statement

At Rocky Horrors we are committed to maintaining your privacy. If we make any changes to this policy we will update this statement on our website and inform you on our News page on the website.

What information do we collect?

We ask for your name, telephone number, home address, email address and date of birth for competitions, prize draws or newsletter sign ups. When a purchase is made on our site, in addition to the above, we also ask for delivery address and payment method details. We may obtain information about your usage of our website to help us develop and improve it further.

Your data will enable us, and our processors, to fulfil your order and to notify you about important functionality changes.

We will also send you email newsletters from time to time to inform you about our products, services, promotions and special offers from Rocky Horrors. If you do not wish to receive email newsletters simply unselect the option when you sign up to our website or alternatively unsubscribe from the email at any time or send an email to our customer service department at info@rockyhorrors.co.uk in each case writing ?unsubscribe? in the subject heading.

Alternatively if you wish to subscribe or re-subscribe please either use the links on the website or contact our customer service department at the above email address writing subscribe in the subject heading.

We comply with the standards, procedures and requirements laid down in the UK Data Protection Act to ensure the personal information you give us is kept secure and is processed fairly and lawfully.

In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. At all times where we disclose such information it will remain secure. If you believe your details are incorrect you may correct those details by logging in to My Account from the Homepage. Or alternatively you can contact us at info@rockyhorrors.co.uk .
Further Information
If you need any further information or if your query relates to an order or feedback regarding this site then email us at:

info@rockyhorrors.co.uk

Or call our customer service team between 10am and 6pm Monday ? Friday (excluding bank holidays) on:

UK Customers - 0114 2493461

International Customers - +44 114 2493461

You can also contact our retail store in Sheffield between 10am and 6pm Monday to Saturday and between 11pm and 5pm on Sundays and Bank Holidays on:

UK Customers - 0114 249 3461
International Customers - +44 114 2493461

Or alternatively you can write to us at:

Website Customer Service Department

Rocky Horrors
97 Division Street
SHEFFIELD
South Yorkshire

S1 4GE

United Kingdom

All correspondence must be in English.

Our VAT number is: 533842543
Copyright © Rocky Horrors, 2007




 
 
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