At Rock awnings we are committed to offering the best service to our customers. We send all orders on a next working day delivery service via TNT Express. Orders placed before 2pm will be dispatched that same day. Delivery to the UK is charged per complete order regardless of how many items are ordered. Orders dispatched via TNT Express are tracked and will require a signature on delivery. Orders to EU destinations are charged per packed box weight.
Once the order has been placed you will be contacted to confirm the order size and weight and the price of shipping. We will confirm and agree the final order total with you before any charges or delivery are made.
If you miss our 2pm deadline for next day delivery, but urgently need an order, please call our customer services team on 01254 69 11 27 to place the order and we will do are best to dispatch that day. This is a discretionary service and may not be available at peak times, but we will always do our best to accommodate any special requirements.
If you have special delivery instructions or requirements please call our customer service team on 01254 69 11 27 or email to [email protected] and we will do our best to accommodate your needs. Please note that even though it is rare for an order not to arrive in the specified time, we advise that orders are placed in good time to account for any delays that are beyond our control. Next day delivery option is not available for the Highlands, Islands and off shore UK deliveries. Postcodes in the highland category are IV,KW 1-14, PA34, PA37-39,PH19-26,PH30-40,ZE,BT,IM and the Channel Islands. Deliveries to these destinations may incur a surcharge. We will contact you to advise if there is an additional charge. Please allow 3-5 days for delivery to these destinations.
Tracking details can be provided for most items. Please be aware that once an item is dispatched from our warehouse, it is beyond our control, as we rely on third party courier services to get your goods to you on time. Due to this we cannot guarantee delivery times, regardless of what delivery option is used.
Please note a next working day delivery however, cannot be an absolute guarantee of service. It represents the standard we aspire to achieve on goods marked as such. We will not pay compensation or refund postage should your delivery arrive late. (Feedback on delivery times is always welcome to help us refine our service even more).
IMPORTANT: Please check the item for any damage before signing as you are signing to receive the goods in perfect condition. If the item is damaged refuse to accept the item. Rock Awnings cannot be held responsible for any damage discovered after the item has been signed for. Please make sure you are available for delivery as this applies to any signature received.
Deliveries will only be sent to the credit/debit cards registered address unless checkout services via Paypal are used and the address you would like to use for delivery is verified with them. A signature is required for most items. Alternatively please check for cards left by couriers. A signature for registered items at the delivery address accepts the goods into your care, and confirms that they have been received complete and undamaged. Therefore you should always refuse damaged, leaking or incomplete parcels. Refunds can only be given on goods with manufacturing faults and when we have been notified within a reasonable time of receipt - so please inspect your goods immediately. All damaged goods must be returned before a replacement or refund can be given. In the unlikely event that goods are lost in transit, they cannot be classified as missing until after 7 days.
In the event of any instruction given by you to the courier i.e. (leave behind house / leave with neighbour etc) are done so at your own risk and we cannot be held responsible.
Recommended Last Order Dates will be updated nearer to the date.
Will I be charged custom and import charges
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this applies to both retail and wholesale customers). Unfortunately we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It may be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.