FAQs

1. How do I make a purchase?
Browse the site and select the items you would like to purchase. When you have selected an item, choose your preferred size and colour and then 'add to bag'. You can review your items in your shopping bag by selecting the 'shopping bag' link at the top right of the page. You can update your basket by adding and removing items. Our calculator will work out your subtotal, including shipping. Once you have finished, follow the checkout procedure.

2. Do I need to set up an account to place an order?
Yes, all new customers will need to create an account to place an order.

3. What payment methods can I use online?
Organik Rocka accepts Visa, MasterCard, Delta and Maestro cards

4. How do I know which size to purchase?
The customer service button at the top right of the main page has a link to both men's and women's size guides.

5. How do I return an item?
Any unsuitable items should be returned within 14 days, in the same condition as you received them, to:

Organik Rocka
16 Southey Rd
London
N15 5LH

6. How long is standard delivery?
Standard delivery for UK, EU and Channel Islands orders is 3-5 working days and rest of the World is 3-7 working days.

If you have ordered several products at one time we may deliver these on different days at no extra shipping cost to you.

7. How do I exchange an item I have bought online?
Exchanges can either be made via the website returns address detailed above. Please ensure you mark clearly in the return what product, size and colour you wish to exchange for. We can only accept exchanges for garments of an equal or lower price. For lower priced garments we will refund the difference back onto your original card of purchase. For products of a greater value, you will have to return your item for a full refund and start the order again. We apologise for any inconvenience.

8. How do I receive my refund?
Refunds will be made to the card used for the original transaction, within 48 hours of the items being received.

9. How long will it take for a refund to be processed after you have received my goods back?
Refunds will be made within 48 hours of receiving the goods back for refund.

10. Do you offer Saturday delivery?
At present we do not currently offer a Saturday delivery service, we deliver Monday to Friday.

11. Is a signature required for my parcel upon delivery?
Yes a signature will be required as proof of delivery for all orders. If the order cannot be delivered, our courier will leave a card through your door with instructions to schedule a re-delivery or pick up.

12. Why do high value orders take slightly longer to be processed?
High value orders take slightly longer as they need to pass through additional security checks.

13. Will I have to pay duties and taxes?
Please note that recipients outside the EU will be responsible for any IMPORT DUTIES, CLEARANCE FEES and any other additional charges. We operate on a DDU (Delivered Duty Unpaid) basis, this is managed by our carriers UPS on a 'pay on delivery' basis. Sometimes goods may be subject to delays, due to customs or weather. The customer is also responsible for providing any information required by customs to ensure the goods are cleared. Please note that we are unable to refund any duty paid on any items returned to us either faulty or unsuitable as this is a contract between the purchaser and own country Customs & Excise.