Refund policy
We Hope You Love Your New Rocket Dogs!
FREE Returns on All UK Orders
🚨 Important Update: Delivery & Returns Delays 🚨
We’re really sorry, but due to the impact of Storm Darragh and the high demand from Black Friday, our delivery partners are experiencing delays. This means it may take a little longer than usual for your orders to arrive and for returns to be processed.
We completely understand how frustrating this can be, especially if you’re waiting on something special. Please know that we’re doing everything we can to speed things up and support our couriers during this challenging time.
If you need any help or have questions about your order, our Customer Service team is here for you. You can reach us at customerservice@rocketdog.uk, and we’ll do our very best to assist you as quickly as possible.
Thank you so much for your patience, understanding, and kindness during this busy period.
🎅🏻 Extended Christmas Returns 🎄
We’ve extended our return policy for Christmas gifts to make your holiday shopping easier. Items purchased between November 4th, 2024, and December 24th, 2024, can be returned until February 5th, 2025, provided they’re unworn, in their original condition and packaging. For purchases made from December 25th, 2024, our usual 30-day refund policy will apply.
Our Standard Returns Policy
We’re excited for you to try on your new Rocket Dog shoes! Feel free to wear them around the house to check the fit and comfort. If they’re not right for you, you can return them within 30 days of purchase, as long as:
- The shoes are unworn (no outdoor use).
- They’re in their original box and packaging.
- All tags remain attached.
We aim for 100% satisfaction, so if you have any questions or need assistance, our Customer Service Team is here to help. Email us at customerservice@rocketdog.uk or call us during business hours.
How to Return Your Order (UK Customers)
- Pack your item securely in its original box and packaging.
- Complete the returns form included in your parcel and include it with the return.
- Attach the provided Yodel return label to the parcel.
- Drop your parcel off at one of Yodel’s 7,000+ drop-off locations. Find your nearest location here.
If you’ve misplaced your returns label or don’t have access to a printer, please email us at customerservice@rocketdog.uk, and we’ll mail a new one to you.
International Returns
For orders outside the UK, customers are responsible for return shipping costs. Use a tracked service and include your order number to help us process the return efficiently. Unfortunately, taxes and duties paid are non-refundable.
Refunds and Exchanges
- Refunds are issued to the original payment method within 7–10 days of us receiving your returned items.
- We do not offer direct exchanges. If you need a different item, please place a new order after receiving your refund.
- Rewards Points Refunds: If you used Rewards points, email us with your order number after initiating the return. Refunds for points will be processed manually within 5–7 business days of your request.
Returns FAQs
Can I return items bought elsewhere?
No, only items purchased directly from www.rocketdog.co.uk can be returned to us. For items bought from other retailers, please follow their return policies.
What if I don’t have access to a printer for the return label?
Email us at customerservice@rocketdog.uk, and we’ll send a physical label to your address.
What about sustainability?
We encourage consolidating your returns into one parcel and using our free UK returns service responsibly to help reduce environmental impact.
We’re committed to making the returns process easy and stress-free. If you need assistance, don’t hesitate to get in touch—we’re here to help!