Customer Service

Your order will arrive by the shipping method selected during the checkout process. We now offer two choices either FREE delivery but a wee bit slower, usually 5 days, but can be up to 7 days if you include weekends or for an additional £4 we'll send your Rocknife parcel Tracked Next Day via Royal Mail.

Generally, for international orders, we use Royal Mail and your order should arrive within 12 to 15 business days of shipping. However, this may vary, depending on the shipping location. All International Orders will need to be signed for and a tracking code will be provided. We will keep you updated on detailed delivery times. All items ship from Mere, Wiltshire. Please also keep in mind we cannot foresee how long your item will remain in customs, this may slow the delivery process.

If a customer fails to contact Rocknife after 30 days of purchase, we are no longer able to issue a reshipment, refund, or exchange. Rocknife is not responsible for lost or stolen items.

The good news is that we offer UK delivery for FREE, we just do not want to put you off buying our products and we believe just as in bricks and mortar shops, we should be the ones who absorb your delivery costs.

Of course, shipping is actually part of the general cost of our Ceramic Knives, but with so many options, sizes, shapes and types of parcels as well as weights, destinations and delivery times, trying to come to a single figure either means we are over charging you or we are the ones losing out. So free delivery seems the only really sensible choice available to us, enjoy!

We're now happy to also offer Next Day or 1-2 day delivery via Royal Mail for those that want extra security and their parcel a little bit quicker. It is a premium service for £4 and means we actually visit the Post Office ourselves, which in Rural Britian is not bad thing, we love our Post Office.

Again, more good news! Because part of your product cost already includes shipping, we can offer fantastic shipping deals on International Deliveries. Our current prices are £7 to Europe and even a £21 International Flat Rate for shipping. On occasion, shipping to really far away places such as Australia and New Zealand, we have to charge a little bit extra. When you check out, you will be presented with a final review page, which details all product prices and any shipping/delivery costs before placing your Ceramic Knife order.

Orders that are shipped to international countries may be subject to custom duties or import taxes once the shipment reaches your country. Customers are responsible for these costs and we recommend checking with your local customs office for more information.

Please allow 24-48 business hours for us to update your order with tracking information. If, after 48 business hours have elapsed and there is no change in the tracking, please contact Customer Service and inform them of your concerns. They will work with you to resolve the matter.

During the shipping process, our carriers may find an error in your address. Some reasons for orders being returned are insufficient address, no such number/street, addressee unknown, and not deliverable as addressed.

Should you receive an email from our representatives informing you that your order was returned back to us with an address error we recommend responding to their email immediately with your correct and updated shipping address. Once we have received your verified shipping address we can reship your package to you and ensure proper delivery.

If there's a manufacture quality problem with any Product from Rocknife we will replace it for free.

Contact us immediately upon noticing the incorrect items. We strive to have a 99.7% error free shipping rate, but due to the vast amounts of products that leave our warehouse daily, the odd hiccup may occur.

Rocknife stands behind the quality of our products. Our ability to provide a warranty relies on the integrity and honesty of our customers. The 30 day warranty applies to product only and is decided at the sole discretion of the Rocknife Customer Service team. If, for any reason, you are not fully satisfied with your product purchase, Rocknife will offer a replacement product of equal or lesser value within 30 days of the order date.

If your product is damaged due to a manufacturing defect, contact our Customer Service team and we will send you a replacement. Manufacturing defects are generally easy to spot and appear straight away. Every product sent is checked before loving put into your parcel.

You may return any unopened/unused item(s) purchased from our website for any reason within thirty (30) days of shipment. We are happy to exchange your product (of equal or lesser value), or issue you a credit or refund (excluding the shipping costs) or partial refund depending on the product exchanged.

If returned within seven (7) days, delivery costs will also be refunded. If returned between seven (7) and thirty (30) days, delivery costs will not be refunded. The returned item(s) must be sent back in its original packaging and returned in the same new condition as when sold to you. This includes all packaging, parts, accessories, and documentation. We do not charge re-stocking fees.

Return your item(s) to the following address:

Rocknife/Returns, Beaumont Business Centre, Woodlands Road, Mere, Wiltshire, BA12 6BT, United Kingdom

Please include in the envelope your order number, as well as whether you are requesting an exchange, credit, or a refund. We recommend returning items with a tracking number in order to see when the item(s) arrive back to our warehouse. Once your items are received, your return will be processed.

The refund process will begin once Rocknife has received your return item(s). Once received, it could take up to four weeks to complete the refund. Once your refund has been processed, you will be sent a confirmation email. Please allow at least 3-7 business days for the credit to be posted to your account once you receive the confirmation email. This time will vary with each financial institution.

Rocknife operates the same policy as Amazon.co.uk. If the product is returned within seven (7) days of arrival, all shipping costs are refunded in full. If, however, the return is made between seven (7) and thirty (30) days, shipping costs will not be refunded. Nevertheless, we remain happy to exchange your product provided it meets our Return Policy above.