DELIVERY & RETURNS
S H I P P I N G
Our shipping department operating hours are: Monday to Friday 9am – 5pm, excluding bank holidays.
We aim to process and dispatch all orders within 24 hours (Mon-Fri)
SHIPPING TIME GUIDELINES ARE AS FOLLOW:
UK (domestic) Free on orders over £300.00. DPD Local: On average 2-3 working days after the parcel is dispatched.
Europe: Free on orders over £300.00: DPD: On average 5-10 working days after the parcel is dispatched.
Non EU Countries: Free on orders over £300.00. DPD: On average 10-15 working days after the parcel is dispatched.
Please note that due to Covid-19, despite the best efforts of the National Post some services may be disrupted.
T R A C K I N G Q U E R I E S:
You will receive a confirmation email with your tracking no. once your order has been dispatched. Please contact us at info@metalrooster.co.uk if you have any questions or concerns about your order and/or delivery. (Remember to check your spam folder in case you can't see your order confirmation.)
C A N M Y P A R C E L B E R E D I R E C T E D
We are unable to redirect orders once they have been dispatched, so please make sure to supply an address where you will be available to receive and sign for. If you wish to redirect your parcel, please contact the courier company with your order directly.
D U T I E S & T A X E S
While we will happily ship worldwide, please be aware that international orders may be subject to customs or import duties once the order reaches its country destination. We do not cover the cost of import duties and taxes, so you will be liable for these. As import duties and taxes vary from country to country, we recommend you contact your local customs office for more information before placing your order.
I F Y O U R O R D E R H A S N ‘ T A R R I V E D A F T E R
UK: 5 Working days
Europe: 12 Working days
Rest of the world: 20 Working days
PLEASE FOLLOW THESE STEPS:
If you found it in your heart to be a little patient, (and we really thank you for that!) and the time-fame highlighted above has passed, it's time we immediately start the manhunt for the responsible party:
Please check your order confirmation email and see the exact address we shipped your order to. Is the address 100% correct
Please make sure that your name is listed on your mailbox (this is very important!). Some postal services may not deliver your package otherwise.
We will start an investigation for the missing package as sometimes couriers might find it has been misplaced, but as soon as it is located, the parcel will then either be re-arranged for delivery or returned to us.
Once the parcel is located, our customer service team will be happy to help and send you a new replacement package if necessary.
RETURNS
FA U L T Y I T E M S:
We sincerely apologise if you have experienced any fault with your Metal Rooster item(s). Our customer service team will be happy to assist - Please contact us before returning your item(s) so that our team can advise on the next steps and time frames for a refund or replacement. A photo is always appreciated so we can speed up the process.
E X C H A N G E:
If you would like to exchange an item you will need to return the original order first. Any returned orders must be sent back within 28 days of receipt (UK and International deliveries). Please ensure that all returns are sent back in the same condition that you received in, including original packaging.
R E F U N D:
We want you to be completely satisfied with your purchases. However, if your chosen items do not meet your expectations you may return them within 28 days of receipt for a refund, (we recommend using a tracked delivery service with proof of postage in that case). Please note that you will have to bare the direct postage costs. Once we’ve received your order back, we’ll send you an e-mail with an update. Returns are usually processed within 5 working days, although this may vary during busy periods. Refunds will be issued to the original payment method used at purchase. Please note that international customs duties and sales taxes are NOT refunded for shipments outside the UK. Please ensure that your returns are sent back in the same conditions received, including original packaging.
**Kindly note that you are responsible for the item(s) until it reaches us and so please make sure to send your package with a full traceable service so it can be easily located.
**We cannot offer exchange or return for items that have been worn; if there are any signs of wear, we will not be able to accept the item(s) at this moment in time.
Please include all of the following information with your returning package:
Your Full Name
Order Number
Reason for Returning Item(s)
Whether you would like a Refund or Exchange.
RETURN ADDRESS
Our return address is:
Metal Rooster
Arch 66, Stables Market
Chalk Farm Road
Camden
London
NW1 8AH
United Kingdom
If you have any questions about your returns, please contact us providing your order number and we will assist you further.