Delivery
We offer our UK customers Royal Mail Second Class delivery as standard, prices differ on the size/ weight of items purchased.
UK Orders over £120.00 are shipped free of charge (Excluding “Bulky” items). This is our standard Royal Mail second class, 3-5 day shipping service.
Parcelforce 24 hour delivery service is available at check out.
Please contact us for international shipping costs to avoid unforeseen charges – please let us know which items you’d like to order at [email protected] and our friendly team will be able to arrange overseas shipping.
Returns
To complete your return, we require a receipt or proof of purchase. This can be a forwarded copy of your original order email. Usually, the best way to start any return process is to reply to the order confirmation email. – [email protected]
Exchanges
We are more than happy to exchange items within the 30day period – (Extensions to this, if applicable, will be advised onsite.) We are unable to refund the original or returns postage paid unless the product is deemed faulty by us and is the reason for the exchange. If no exchange is available or wanted against a faulty item, we will then offer a full refund including the return postage.
Refunds (if applicable)
For Full or partial refund (a partial refund is applicable where you wish to keep some items purchased but return the rest) has to be within the standard 14 day ‘distant selling law’ period. After this point will be at the discretion of Rooted Ocean Ltd or available for exchange, subject to condition of goods.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at [email protected].
Sale items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he will find out about your return.
Lifetime Gear Warranty Repairs
If your piece of Rooted Ocean Lifetime gear has failed, please first contact us and advise of the issue. If possible, attach your original order confirmation so we can check the repair terms against our warranty table. If within the warranty for the item and covered, we will notify you via email so you can ship the item to us. The shipping cost will need to be covered by yourself and we always recommend tracking the item to us as we cannot guarantee that we will receive your item.
Once received our team will carry out the necessary repair and arrange to ship it back to you. The turnaround for this service varies but is often less than 7 days. If the repair falls outside of the warranty period, we will advise you of the cost to sort your product. Remember, by purchasing from Rooted Ocean you have entered into our Repairs membership and will automatically receive 20% off of the repair price Found here.
Please note. The repair, unless stated otherwise or requested will be a visible repair and as such may look different to the original build of the item. This isn’t to say that the product will be inferior to its original state. We take every step to ensure the item is returned in its best possible outcome. If you want more info on this please contact Matt or Lee at [email protected].
Shipping
To return your product, you should mail your product to: Rooted Ocean Ltd, The Workshop, Belle Vue Lane, Bude, Cornwall, EX23 8BR.
You will be responsible for paying for your own shipping costs for returning your item. We are unable to refund the original or returns postage paid unless the product is deemed faulty by us and is the reason for the exchange/Refund. If no exchange is available or wanted against a faulty item we will then offer a full refund including the return postage.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Thanks, if you have any issues regarding the Rooted Ocean Returns Policy, please contact Lee or Matt at [email protected].
