Terms and Conditions
Postage
UK Customers: Due to processing and delivery charges, the minimum order from Rocky Horrors website is £5.00 Sterling.
For orders of £5 - £15, standard postage is £2.50.
For orders £15 - £25, standard postage is £3.50.
For UK orders of over £25, standard postage is free.
Express delivery is available on all orders, for an additional charge of £3.50.
European Customers: As with UK orders, minimum order is £5.00 Sterling.
For orders of £5 - £15, standard postage is £4.50.
For orders £15 - £25, standard postage is £6.50.
France/Germany/Denmark: for orders of over £25 postage is £10; for orders over £75, postage is £15.
Italy/Spain/Portugal/Greece: for orders of over £25, postage is £10; for orders over £75, postage is £25.
Rest of Europe: for orders of over £25, postage is £10; for orders over £75, postage is £35.
For deliveries outside Europe please ask and we will advise you of costs and delivery times.
Delivery
All our goods are insured in the event of loss. It is our intention if goods are in stock to deliver to you within 3 - 5 working days. If goods are out of stock then we will endeavour to deliver within 30 days or you have the right to cancel the order. We will advise you by email if goods are out of stock.
You will be offered 2 choices for delivery:
Standard: orders are picked and packed but not prioritised.
Express: your order will be picked and packed as priority items.
We do not send to post office boxes as all goods must be signed for.
Cancellation
It is your right to cancel your order within 7 working days of receiving the Goods. Rocky Horrors may refuse returned goods if we are not contacted within this time period. If the cancellation comes about because the goods are not suitable or do not fit then you will need to pay the cost of the return postage. You are entitled to a refund or an exchange in those circumstances. If the goods are faulty or are not as described then you have the right to request a refund of the return postage as well as a refund or an exchange of the goods. Rocky Horrors reserve the right to cancel any order at any time.
Returns and Dissatisfaction
You may return the Goods to us if you are not satisfied with them provided they are returned in the same condition in which they were sent, and within 7 working days of your receipt of the Goods. We request all returns are to be sent back via recorded/special delivery only. No responsibility will be taken for lost items. If you are returning items from outside the UK, please mark clearly on the customs declaration that the items are being returned to the wholesaler so that customs charges are not incurred. Rocky Horrors will not accept items arriving with extra charges or fees payable.
You may request replacement products, which we will despatch to you (subject to availability) on receipt of the original products which were not satisfactory from you. No refund for the cost of return postage will be made in these circumstances.
Return of faulty or damaged goods should be made in accordance with the arrangements detailed above; or as otherwise specified for special times of year such as Christmas when there may be an extended returns period offered, the details of which will be published clearly on our Website.
If Rocky Horrors have sent you items in error, according to your originally placed order, or if items are faulty or damaged, Rocky Horrors will refund your return postal costs. In all other circumstances, Rocky Horrors reserves the right to recoup postage costs made for exchanged or returned items.
Upon receipt of the goods (in good condition) we will refund your full purchase price within 30 days.
If you are returning goods for any reason please advise us by email in advance.
Exchange Policy
All stock is inspected before being dispatched/posted. Should the stock arrive to you damaged or faulty please contact Rocky Horrors immediately. We will then endeavour to replace, repair and return, or refund, upon receipt of the stock. We will cover costs for special delivery/recorded postage only. We will exchange only when clothing, shoes, stock are returned in the same unworn/unused condition you received them. Rocky Horrors reserves the right to refuse returned goods. Should you have ordered an incorrect size we will happily exchange or refund, upon receipt of the stock. We request goods are to be sent back via recorded/special delivery only. No responsibility will be taken for lost items. Postage is to be paid by you. Rocky Horrors cannot accept returns on lingerie, piercing jewellery, cosmetics or hosiery unless goods are faulty. Please ensure size/colour is correct when your order is placed. Size conversion charts (UK - US - European) for Clothing, and Footwear are available on our Website.
Order Fulfilment
In circumstances where you have ordered an item that is out of stock, your order will be automatically 'Backordered', while we order new stock or await supply. If your goods are out of stock and discontinued so that we are unable to source the goods, we will make every effort to offer you an alternative if possible. If these alternatives are not acceptable, you may cancel your order at any time. For further information, contact the web office on 0114 2013531 or our shop on 0114 2493461, office hours are normally 10.00am-6.00pm UK time.
If your chosen products are in stock your order will be processed as quickly as is reasonable to do so. We will deduct the price payable for your chosen products and delivery services from your nominated credit card or method of payment and your chosen products will be dispatched to you forthwith.
We aim to deliver in stock items between 3-5 working days but this is not always possible due to reasons outside our control. Should you not receive your chosen products within 4 to 6 days of us confirming their availability to you, please contact us.
Correspondence
Our primary method of communication regarding your order is via email. Our online shopping system should ensure that you receive an email confirming your order. You should also receive an email receipt confirming that your order has been picked, packed and dispatched and that we have consequently taken payment. In the event of cancellations, refunds or part-refunds, you will also receive confirmatory emails.
We make every reasonable effort to contact you by email in circumstances that reasonably require us to do so. When placing an order it is your responsibility to verify that your email address is in proper working order and to check your email regularly until the order is completed to your satisfaction so that you are aware of any notifications that we may provide.
Alternative Methods of Payment
We accept Visa card, MasterCard, Switch/Maestro, Solo, Delta and Paypal. If you are unable to use these methods, payment may also be made by personal cheques in Pounds Sterling drawn on a UK bank. Goods will be shipped upon clearance of funds. Please telephone the web office on 0114 2013531 or our shop on 0114 2493461 for further information if required.
For International customers we also accept International Money Orders (in Sterling) made payable to: "Rocky Horrors" and crossed payee only. When ordering using this method, please allow an extra 7 days for clearance of your cheque. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Any charges and further information will need to be checked with the customs and excise in your relevant country. Additional charges for customs clearance must be paid by you. Additionally, you are considered the importer of record and must comply.
Totally Secure Payment
Rocky Horrors uses the industry standard secure server software (Secure Socket Layer - 128 bit SSL Global Server Certificate) in association with DataCash and Verisign. Your financial and personal information, including credit card number, name and address, and phone number, are encrypted so that they cannot be viewed while travelling over the internet.
Rocky Horrors never takes payment for ordered goods until those goods are actually shipped or without the express prior consent of the customer.
Colour and Style Representations
Though we strive for accuracy, all picture colours, products and swatches displayed should be regarded as approximations. All Rocky Horrors products are well known brands, so if in doubt over colour it is suggested that you should first check at a store.
Prices
Orders are subject to acceptance by the company and to availability of goods and will be charged at the prices ruling at the time of acceptance. Delivery costs will be those as quoted at the time of acceptance of the order unless subsequently agreed otherwise by the customer.
The price of the Goods shall be the price quoted by us on our Website on the Order Summary Page, unless agreed otherwise by us in writing. We reserve the right to amend any typographical clerical error or omission to prices where reasonable to do so. The price is inclusive of any payable value added tax in the UK and postage and packaging detailed once delivery services have been chosen.
Target Audience
Rocky Horrors' website is NOT targeted at children. Orders from children under the age of 12 must be made by parental consent. No information will be knowingly held about children below the age of 12.
Risk and Property
Rocky Horrors cannot accept liability for any injury, accident, or death resulting in the misuse of any of our products. The consumer takes full responsibility in law. Risk of damage to or loss of your chosen products shall pass to you on delivery of them.
Customer Protection
We are committed to protecting your privacy. We will only use information given at the time of ordering or when making an enquiry, by whatever means is collected lawfully and in accordance with the Data Protection Act 1998. All transactions that you initiate with Rocky Horrors on this web site are confidential. Your name will not be added to any mailing list and we never transfer this information to a third party, without the customer's consent.
Complaints
It is our intention to deal with complaints confidentially, fairly and speedily. Please endeavour to let us know of any complaint within 7 working days. If you have a complaint or any other query please advise us in the first instance by e-mail to customerservice@rockyhorrors.co.uk. We will endeavour to advise you what to do to resolve the complaint within 5 working days. We will keep you informed by e-mail or telephone as to what progress is being made in the resolution of the complaint.
Links to Third Party Websites
The Website may include links to third party websites that are controlled and maintained by others. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.
Copyright
All copyright, trade marks and all other intellectual property rights in the Website and its content (including without limitation the Website design, text, graphics and all software and source codes connected with the Website) are owned by or licensed to the Website or otherwise used by the Website as permitted by law.
In accessing the Website you agree that you will access the content solely for your personal, non-commercial use. None of the content may be downloaded, copied, reproduced, transmitted, stored, sold or distributed without the prior written consent of the copyright holder. This excludes the downloading, copying and/or printing of pages of the Website for personal, non-commercial home use only.
Severance
If any of these Terms and Conditions should be determined to be invalid, illegal or unenforceable for any reason by any court of competent jurisdiction then such Term or Condition shall be severed and the remaining Terms and Conditions shall survive and remain in full force and effect and continue to be binding and enforceable.
Governing Law
These Terms and Conditions shall be governed by and construed in accordance with the law of England and you hereby submit to the exclusive jurisdiction of the English courts.