Terms & Conditions
Welcome to our terms and conditions of sale and delivery
These terms and conditions apply to customers located in the UK (“Customers”) who access the Roccabox website (“Website”). Please read these terms and conditions carefully before accessing and/or ordering goods from the Website.
We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website.
These are the terms and conditions of Roccabox Ltd (“Roccabox”), which is the company that sells goods to Customers on the Website. If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions.
Roccabox Ltd’s registered address is The Leeming Building, Vicar Lane, Leeds, LS2 7JF, Company number: 10486588 and VAT number: 324956483
You should print a copy of these terms and conditions for future reference.
The Website is operated by …
If you have any questions about the Website please contact customer services at: email@example.com
How the contract for the goods is formed between you and Roccabox
After placing your order, you will receive an automated order acknowledgement. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by Roccabox.
You will receive an email confirming that Roccabox has accepted your order when your order has been processed and is ready for delivery by Roccabox.
For new subscriptions or one off orders you will be charged immediately after order confirmation. We endeavour to fulfill and dispatch orders made before 1:30pm the same day, and orders placed after 1:30pm will be fulfilled the following working day (not including weekends and bank holidays).
New subscriptions will be dispatched as above, you will be charged on purchase for the first box and receive this months box. You will then be charged for your second box on the 1st of the following month. Subscriptions purchased on the last day of the month will be billed the following day for your first and second boxes and so you will receive 2 different boxes.
For “pay-as-you-go” rolling subscriptions, you will be billed on the 1st day of the month and dispatch takes place the first week of the month.
We reserve the right to refuse any order placed with us.
Swapping and cancelling subscriptions
If you would like to change your subscription from an upfront payment to either a 6 month or 12 month rolling subscription that is billed monthly, you can SWAP your subscription and you will be charged on the first of the following month and receive the following month’s box as normal on your new plan. Please do NOT cancel your upfront subscription and repurchase a rolling subscription as you will be charged for your first payment immediately and receive the current month’s box twice.
6 and 12-month rolling subscriptions cannot be cancelled before the minimum termed of the rolling contract. The product is given as a discount from the regular £15 price due to the customer agreeing to the minimum term by choosing this subscription option.
Customers cannot cancel before the minimum term, and if they do so they will be charged the difference of the discounted price and full price for the length of the contract to date.
A description of the main characteristics of goods can be found on the product pages of the Website.
Prices for goods on the Website appear on the product pages and include all applicable taxes.
Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the goods.
The Website contains a number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.
Roccabox is under no obligation to sell incorrectly priced goods to you at the incorrect price.
Delivery costs are additional to the displayed price and as standard are £3.95, but can vary depending on the delivery service you select and the quantity/weight of goods ordered.
We aim to dispatch any orders placed before 1:30pm Monday-Friday the same day, any orders after 1:30pm we will be dispatched the next working day.
If your DPD parcel has not arrived within 2 working days of dispatch please contact firstname.lastname@example.org as an investigation needs to be raised.
If your Royal Mail parcel is showing as delivered but still missing, customer services will advise you to check ‘safe places’ or it could be with a neighbour. If you are still unable to find your box in these places you will need to contact your local Royal Mail delivery office regarding the issue, They can advise where the parcel was left using the delivery drivers GPS scanner to cross reference the location.
If your order via Royal Mail has not arrived within 18 working days after dispatch and the above was unsuccessful, you will need to contact our customer service on email@example.com and we will be able to contact Royal Mail and investigate this further.
We offer free postage on orders with a value over £25. This offer is subject to standard £3.95 Royal Mail 48 delivery only. Orders that exceed the standard £3.95 Royal Mail weight bracket will not be eligible for the free postage offer. This offer applies only to the first charge of any new subscription at a maximum discount of £3.95. Offer codes must be applied at the time of checkout.
If you wish to return your box, you must email firstname.lastname@example.org stating the reason for returning their box before sending it back to us. They will endeavour to resolve your concern to the best of their abilities.
How to return your box
Returns can only be accepted within 14 days of delivery. We cannot accept returns after this period and returned items must be in the original packaging.
To return your product, please enclose your order number and re-send it back to:
Roccabox Returns, c/o Unit 3A Redwall Close, Dinnington, Sheffield, S25 3QA
You will be responsible for paying for your own shipping costs for returning your item (please keep your proof of postage). Shipping costs are non-refundable. If you receive a refund, the cost of your original shipping cost will be deducted.
What to do if your item is damaged
For faulty, defective or missing items please contact our customer services at: email@example.com. All faulty, defective or missing items must be reported 14 days after the product has been delivered.
We require images or videos of the damaged item as proof. This is part of our complaints policy and failure to provide either an image or video will result in the rejection of the complaint. Once customer service has received the email with the concern and images/video provided they will resolve the issue as quickly and efficiently as possible. We aim to dispatch any replacements before 13:30pm Monday-Friday and any replacements resolved after this time will be dispatched the following working day, this excludes weekends and Bank Holidays.
Roccabox will always endeavour to replace any faulty, defective or missing items, but in exceptional circumstances a refund can be processed. In order to process a refund for a product, please contact our customer services at: firstname.lastname@example.org within 14 days of its delivery. Please include all relevant information and details of the refund request.
We remain the right to refuse any refund request.
*Free Delivery offers are applicable to standard Royal Mail 48 orders only. Any orders that are above the weight threshold of standard delivery are excluded from this offer. Spend must exceed £25 prior to postage cost. Code must be entered on checkout to redeem and can not be applied after the order has been placed. Offer can not be backdated.