FAQ
All orders over £25 are delivered by Royal Mail Tracked 24 for free.
Tracked 48: 2-3 business days £3.99.
Tracked 24: 1-2 business days £5.99.
We aim to process all orders by the next working day. All parcels are dispatched Monday - Friday. Orders placed on weekends will be dispatched on Monday.
We currently only ship within UK and Northern Ireland only.
All orders are sent in non-branded discreet parcels.
'Rocks Off' will not appear in your statements.
You will receive your tracking number via email and/or text message if you have provided this information at checkout.
Royal Mail will leave a calling card or contact you via text or email letting you they attempted delivery. Royal Mail will make 2 attempts at delivery before they hold the mail at your local sorting office before it is returned to us.
You will receive a despatched email from us, with your Royal Mail tracking number.
You will also be contacted by Royal Mail, via email or text message (if you have provided this information at checkout) when they are due to deliver your parcel.
If you have purchased our products from another store, please contact the retailer for a replacement or refund directly. Warranty claims can only be made if items are also purchased from our website directly.
All returns are free and must be submitted within 30 days of your ordered being delivered.
All items must be returned with its original packaging and the seal unbroken, otherwise this will invalidate any returns due to hygiene reasons, unless faulty.
Use our chatbot to initiate a return and use the prepaid label to send your item back for free. Alternatively, please contact us at customercare@rocks-off.com to process your return.
Please ensure items are cleaned before returning. Returns and warranty are only valid for customers who have purchased from the Rocks Off website.
Due to the nature of our products and hygiene reasons, we're unable to offer a refund or exchange unless the product is faulty, or the seal is unbroken.
All our products come with a 2 year warranty. This applies to items purchased directly from the Rocks Off website only. Please contact us through our chat helpdesk, or email customercare@rocks-off.com for assistance. Please ensure items are cleaned before returning.
Depending on your bank, it can take 5 - 10 business days. Refunds are issued to the original payment method.
We don't accept exchanges.
Please contact us through our chat or email customercare@rocks-off.com.
Please following these instructions:
- For battery powered toys, remove the isolator located between battery and connectors. Ensure the cap is secured back on correctly after removing the isolator.
- All products have a travel-safe feature. Power buttons must be held down for 3-4 seconds to turn on. We don't want no vibrating luggage do we!
If you're still experiencing troubles please contact us via the chat or email customecare@rocks-off.com.
Please only use water-based lubricants with our toys.
Use our antibacterial toy cleaner for quick and easy no-fuss cleaning. Alternatively, clean with soap and water. Do not use detergents or alcohol based products to clean as these can damage the surface of your toys.
Store Rocks Off toys separately to other brands. Some low-quality jelly type toys can damage our premium silicone!
Yes! To get the most out of your rechargeable battery life, charge your toy fully before its first use.
All Rocks Off toys are 100% IPX7 water proof and submersible for bath time play. Take care when using oils and lubricants that they don't seep inside the toy, make sure all parts are correctly fixed.
We don't recommend using rechargeable battery types as they don't hold enough voltage to experience the full power of our toys.
Our products can be recycled at your nearest recycling facility. We're also compliant with Waste Electrical and Electronic Equipment recycling which means you can give us your old Rocks Off products to recycle for you. To qualify for this, products must be directly purchased from our store only.
Please contact us through chat or email customercare@rocks-off.com and our team will assist you.
Reset and recover your password on the Account log in page. You'll receive an email to create a new one. Contact us through chat or email customercare@rocks-off.com if you need more help.
Please contact us through chat or email customercare@rocks-off.com for help.
Signing up to emails will only get you 25% off your first order, a chance at winning competitions, early access, exclusive product launches and promo codes. No marketing will be sent via post.
