The Rock Box is here to offer you a 24/7 fun stress free shopping experience! We hope you love your purchase but know that mistakes can be made when shopping online when you cannot try on the garment before buying it. If you are unhappy with your purchase we can offer you a shop credit, unfortunately we cannot offer you a refund if you simply change your mind. Refunds are only offered in case of manufacturing faults (see below).
Please take care when trying on your new garment for the first time. You should always remove your makeup and jewelry and be unperfumed before trying on..watch out for self tanner as well. We will only exchange or issue you a store credit if the garment is returned in it's original clean condition..unmarked, unworn, unwashed.
Please note: All SALE items and ACCESSORIES are FINAL SALE.. no exchanges, credits or refunds.
CANCELLING an ORDER...
If for any reason you need to cancel an order placed on our website please call us immediately 03 539 4314. Once an item is shipped you must follow returns and exchanges below. For PRE ORDERS .. due to the short and quick pre order process you have 24 hours to call us and cancel a pre order you have made.
Returns and Exchanges...
- Step 1 : Contact us within 24 hours of receiving the goods by email or phone
- Step 2 : We will issue you a Returns Authorization Number
Step 3 : Box up your return/exchange in it's original packaging along with the receipt. Items must be UNWORN with Original Tags attached. If you are sending us back a worn item to be checked for manufacturing faults the item MUST be washed before returning it to us or we will send it back to you to be cleaned first. For any return you will be responsible for shipping and handling charges to return any unwanted items back to us. If the package does not reach us safely or is lost we will not be able to complete the return, we recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.
- Step 4 : Address the package to :
The Rock Box
244 Hardy Street
NELSON 7010 New Zealand
Step 5 : When the package is received we will assess the garment and send you an email confirmation within 3 working days, not including weekends or holidays.
Due to the popularity of some items we cannot always guarantee that exchanges will be possible as sizes may sell out quickly. If this is the case you'll be issued with a store credit to be used on the The Rock Box website and be notified via email.
FAULTY ITEMS... IN-STORE PURCHASES...
The Rock Box Team does a thorough inspection of all goods before being shipped to our customers to ensure they are free of any faults. Any item that is returned as faulty will be inspected and a decision will be made as to whether it's a manufacturing fault or normal wear and tear.
If it is deemed to be a manufacturing fault we will meet our requirements under the NZ Consumer Guarantees Act. A full refund will be issued if the item cannot be repaired or replaced first.
As you have had the opportunity to look at, inspect and try on the item in-store, the below Terms & Conditions apply:
- You may return Full Priced items within 7 days for a Store Credit or instore exchange.
- All Sale items purchased in-store are NOT able to be returned. So please choose carefully as we do not offer exchanges, credits or refunds on sale products.
- All items must be returned unworn in their original packaging with all tags attached.
Thank you for shopping with us and we hope you enjoy your purchase !
xx Jennifer & Team Rock Box
New Zealand wide we ship using Post Haste Track and Trace courier services.
$5 Standard Delivery (Business & Residential) 1-3 Business Days during normal periods of operation.
$6 Rural Delivery 3-5 Business Days (could be a bit longer depending on your area and local driver schedule). Post Haste will pass your package off to your local rural delivery driver for delivery.
FREE Pick up in our Nelson Store .. Nelson Locals or if you're in Nelson visiting and want to pick up your online order just click the box where it says NELSON Pick Up In Store. You'll be charged $6 on your order but will be refunded for it once you pick up your order in store.