FAQ

ORDERS

DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?


Unfortunately AddaRocher is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and the local laws and all customs charges will be payable by the costumer and will not be covered by AddaRocher. For more accurate information, we'd suggest getting in touch with your local costums office so you're not surprised if there are any unexpected delivery charges at your end.




WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?


If you're missing part of your order, it's possible it could have been sent in more than one parcel. If this is the case, you will have received one dispatch email per parcel. This is likely to be the case if your order is quite large.

If you have only been sent one dispatch email and haven’t received all of your items please contact us as soon as possible.




HOW CAN I PAY?


We accept the following payment methods:

  • Visa
  • Mastercard
You can be assured that shopping with AddaRocher is safe! All direct payment gateways used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.




HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?


Once you've placed your order, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to you; this can take up to 30 minutes to arrive in your inbox. Once your order has been packed and sent you will recieve another email with your tracking number and the delivered estimated time.




WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?


Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add info@addarocher.com to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us.




CAN I MAKE CHANGES TO MY ORDER? (e.g.Address)


As soon as you place your order, we’re on it. Unfortunately this means we will be unable to make any changes as it’s already being processed. You’ll need to place another order or return any unwanted items.




CAN I CANCEL MY ORDER?


We'll start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel or edit it. You’ll need to place another order or return any unwanted items.




WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?


We're sorry to hear that you've received an incorrect or faulty item. So we can get this sorted for you, please drop us a message with the following info:

  • Your name

  • Your order number

  • Product name & code (this can be found on your order confirmation email)

  • Picture of the fault / incorrect item




CAN I EXCHANGE AN ITEM?


Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items. If you need any guidence on How To Return, visit the Shipping & Return Policy.





DELIVERY

CONTACT FREE DELIVERY


Due to the ongoing issues with COVID-19 the wellbeing of our customers is a top priority and all the necessary precautions are being put in place to ensure the safety of our customers. This includes contact free delivery. Stay safe!




WHERE IS MY ORDER?


A shipment email will be sent to you once we have sent your purchase, check it out to track your package. Some orders may be sent in multiple parts, you will receive multiple dispatch emails if your order has been split shipped. Note that tracking is only available once the order has been despatched.




WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?


If you're missing part of your order, it's possible it could have been sent in more than one parcel. If this is the case, you will have received one dispatch email per parcel. This is likely to be the case if your order is quite large. If you have only been sent one dispatch email and haven’t received all of your items please contact us as soon as possible.




DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?


Unfortunately AddaRocher is unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and the local laws and all customs charges will be payable by the costumer and will not be covered by AddaRocher. For more accurate information, we'd suggest getting in touch with your local costums office so you're not surprised if there are any unexpected delivery charges at your end.




CAN I CHOOSE A DELIVERY DATE?


Unfortunately we are unable to offer you to choose a delivery date. If the estimated time delivery doesn't work for you please add a note in the checkout letting the courier what time or day is good for you. The courier will try to delivery your purchase twice.




DISPUTED DELIVERY


Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used, worn or washed, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.





RETURNS & REFUNDS

HOW DO I RETURN AN ITEM?


In case you change your mind about your purchase you can return, ask for a refund or change the product within 14 calendar days since the arrival. Items must be unworn and unwashed and have all tags attached. You must keep the original package to return it and cover the return fees, we're sorry, but we are unable to offer free returns. To start the returning request send us a mail at info@addarocher.com with the following information:

  • Product name & code (this can be found on your order confirmation email)

  • If you want to change it or a refund

  • Your order number

  • Your name

We'll reply with returning instructions.




WHAT IS YOUR RETURNS POLICY?


  • Return or refund email must be sent within 14 days of receipt.

  • You must make your return with the original package.

  • Items must have all tags attached.

  • Items must be unworn and unwashed.

We're sorry but unfortunately we can't offer free shipping returns. For more information, visit the Shipping & Returns Policy.




HOW LONG DO I HAVE TO RETURN AN ITEM?


You are able to return unsuitable items within 14 days of receipt. Please return the items in their original packaging.




HOW MUCH DOES IT COST TO RETURN AN ITEM?


We're sorry, but we are unable to offer free returns for any customers, returns must be made at your own cost.




WHAT DO I DO IF MY PRODUCT IS FAULTY?


Sorry you have received a faulty item! So we can get this sorted, please contact our Customer Services with a picture of the faulty item and your order number at info@addarocher.com




HOW LONG DOES IT TAKE TO PROCESS MY RETURN?


We aim to process and refund your return as soon as possible, but on occasions it may take up to 28 days for your return to be processed and a further 7 days for the refund to reach your account. If you haven't received a refund and it has been more than 28 days since you posted your returns then please contact us with a picture of your proof of postage receipt.




HOW CAN I TRACK THE STATUS OF MY RETURN?


As soon as we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.




DO YOU REFUND THE DELIVERY CHARGE?


Unfortunately we do not refund delivery charges on any orders. We will just cover the delivery charges of your return if the product is faulty or we sent it wrong, although the maximum refund for delivery will be the least expensive delivery method we offer to your delivery destination.




CAN I EXCHANGE AN ITEM?


You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated in ‘HOW DO I RETURN AN ITEM?’.




THE CONSUMER CONTRACTS REGULATIONS


  1. If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation.

There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

  • Email us: info@addarocher.com

  • Write to us via post: Carrer Quatre Cases 5, 17200, Palafrugell, SPAIN

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using the steps in the section above labelled HOW DO I RETURN AN ITEM? You`ll then receive a full refund as per the policy above. Please ensure that the item has not been used, worn or washed. If this is the case then we can reasonably decline your refund.




CAN I RETURN MORE THAN ONE ORDER IN ONE PARCEL?


You sure can! Please include a note (optional) in with the order numbers and the relevant items you’re returning to help us speed up the process of your return.





PROMOTIONS

HOW DO I USE A PROMOTIONAL CODE?


  • Enter your promotional code into the “Coupon Code” box at checkout.

  • Promotional codes are not applicable to sales, unless otherwise stated.

  • Promotional codes may be switched off on site during busy periods- but we will always let you know if they are switched off.

  • Only one promotional code can be used per order.

  • If you see red text saying “Invalid coupon code” check out the steps below.

  • If your code has been applied your savings will be displayed.

  • Hit “Apply Coupon”




MY PROMO CODE ISN'T WORKING


Entered a promo code into the “coupon code box”, clicked “apply” but getting an “invalid code” message in red text? Check the below helpful tips before getting in touch:

  • Promotional codes are country specific, so if you are given/find a code check this is relevant for the country you have ordered from.

  • If you want to change the code on your order, press the “Change Code” button under on the delivery page during checkout.

  • Items that are already on sale will be excluded from any further discount via promo code (unless otherwise stated).

  • Some promotional codes only apply to certain items e.g. new. If you received your code on email, the full details of the items the code is applicable on will be included.

  • Make sure you are not trying to apply more than one promo code per order.

  • Make sure you are entering the code in capital letters and without any spaces. This is super important!

  • Check you do not have any sale item in your basket. Codes cannot be used on these.

  • All codes have an expiry date you know. Check the email in which you received the code to confirm how long you have to use it.

Most of our codes are single use, so if you have used the code before and it is now showing as invalid then please check the terms of the code to confirm if it is single use.




MY PROMO CODE ISN'T APPLYING TO ALL ITEMS IN MY ORDER?


All sale items are excluded from promotional code discounts, unless otherwise stated. Some promotional codes are only applicable to selected items, check your email with the code- if there are items excluded then it will say so there.





PRODUCTS & STOCK

WILL YOU BE GETTING MORE STOCK?


Normally we'll keep getting more stock. If a product will be not getting more stock you'll see it in the product page "Available while stocks last".




ARE YOUR PRODUCTS AVAILABLE FOR WHOLESALE OR DISTRIBUTION?


Due to our limited production we are unable to sale our products for wholesale or distribution.





TECHNICAL

WHAT SHOULD I DO IF I'VE FORGOTTEN MY PASSWORD?


At log in, click the “forgot password” option and follow the steps to reset. Unfortunately due to GDPR laws, we are no longer able to manually reset your password, so if you are having issues receiving your password reset email please check your spam and junk and try again. Our customer service team will not be able to resend this or amend your password.




HOW DO I CHANGE MY PASSWORD?


Need to change your password? Log in using your current password and do to you account information to change it.




HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTER?


Just hit 'Unsubscribe' button at the bottom of the email newsletter.




HOW DO I CHANGE MY SAVED DELIVERY ADDRESS?


Simply log into your account and click the 'My addresses' option. From here you can either create a new one or edit an existing one.




HOW DO I CHANGE MY SAVED PAYMENT DETAILS?


Simply log into your account and click the 'My wallet' option and either add, delete or edit your payment options.





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