Shipping Policy
SHIPPING POLICY
At ROKKO, we want ordering to feel simple and straightforward, from the moment you place your order to the moment your ROKKO ONE arrives.
PROCESSING TIME
All orders are processed within 1-2 business days.
You'll receive an order confirmation email shortly after placing your order, followed by a second email containing your tracking information once your order has been shipped.
Orders placed on weekends or public holidays will be processed on the next business day.
SHIPPING TIME
Once your order has shipped, please allow approximately 4-6 business days for delivery.
Deliveries to the Scottish Highlands and Islands, Northern Ireland, the Isle of Man and the Channel Islands may take a few additional business days.
Shipping times are estimates and specific delivery dates cannot be guaranteed.
Shipping is free and tracked on every order.
WHICH DELIVERY YOU GET
Every order ships free and tracked, whichever pack you choose.
Single consoles are sent on our standard UK tracked service.
Two-console orders are upgraded to free insured express delivery.
Three-console orders are upgraded to free VIP insured shipping.
Insured means your parcel is covered while it's in transit, so if something goes wrong on the way to you, it's our problem to sort out rather than yours.
ORDERING AS A GIFT
If ROKKO ONE is a gift for a birthday, Christmas or a specific date, please order with time to spare. Processing plus shipping typically totals 5-8 business days from the moment you check out.
Carrier networks get noticeably busier in the weeks before Christmas, so for holiday gifts, order early rather than late.
PACKAGING
ROKKO ONE is packed to protect it in transit and arrives ready to switch on and play.
If you think you might use our money-back guarantee, we recommend keeping the original box for the first 100 days. It's the easiest and safest way to send it back.
TRACKING YOUR ORDER
Once your order has shipped, we'll email you your tracking number.
Please allow 1-2 business days for tracking information to begin updating, as movement may not appear until the carrier has scanned your parcel into its network.
If you haven't received your tracking information or your tracking link isn't working, email us and we'll look into it for you.
DELIVERY DELAYS
Occasionally, deliveries may take longer than expected due to carrier volume, severe weather or delays at a sorting facility.
These circumstances are outside our direct control, but that doesn't mean you're on your own.
If your order appears to be delayed, contact us and we'll follow it up with the carrier for you.
ORDERS WITH MULTIPLE ITEMS
If your order contains more than one item, they may be shipped separately so we don't unnecessarily delay your whole order.
You'll receive tracking information for each shipment where applicable.
CHECKING YOUR ORDER
ROKKO ONE comes in Purple, White and Black.
Please check the colour on your order confirmation email as soon as it arrives. If it's not the one you wanted, email us immediately with your order number and we'll change it if your order hasn't been dispatched yet.
INCORRECT SHIPPING ADDRESSES
Please check your shipping address carefully before completing checkout.
There is only a short period after an order is placed in which we may be able to change the address before it ships.
If you notice an error, email us immediately with your order number and the correct shipping address.
RETURNS AND OUR MONEY-BACK GUARANTEE
Every ROKKO ONE is covered by our 100-day money-back guarantee.
If your ROKKO ONE arrives damaged, has something missing, or develops a fault, email us with your order number and a photo and we'll replace the part, replace the console or refund it, whichever you prefer.
You don't need to write us an essay or convince us.
Full eligibility requirements and instructions can be found on our Refunds and Returns page.
LOST, STOLEN OR DAMAGED ORDERS
If your parcel arrives damaged, appears to have been lost in transit, or tracking shows it as delivered but you cannot locate it, contact us.
We'll investigate the issue with the carrier and work with you to get it resolved.
For parcels marked as delivered, we recommend first checking with anyone else at your address, around your property and with immediate neighbours, as carriers occasionally leave parcels in a safe location without clearly recording where.
If it still can't be located, let us know and we'll take it from there.
QUESTIONS?
If you have any questions about your order, shipping or delivery, email us at hello@playtherokko.com and our customer care team aims to respond within one business day.