Shipping policy

Shipping Policy

Thank you for shopping with us. This Shipping Policy applies to all orders placed through our online store.

1. Order Processing Time

Orders are usually processed within 1–2 working days (Monday–Friday, excluding public holidays).
Once your order is dispatched, you will receive a confirmation email with tracking details.

During busy periods or product launches, processing times may be slightly longer.

2. Shipping Destinations

We currently ship to:

  • United Kingdom

  • European Union countries

  • Selected international destinations (see checkout for availability)

If your country is not listed at checkout, please contact us at [insert your support email] — we may be able to arrange delivery.

3. Shipping Rates & Delivery Times

Shipping costs are calculated at checkout based on destination and weight.
Typical delivery times are:

Region Service Estimated Delivery Time
United Kingdom Standard courier-Tracked 1–3 working days
European Union DDP courier service (duties & VAT prepaid) 3–7 working days
Rest of World Tracked international courier 5–10 working days

Delivery times are estimates and may vary due to customs clearance, local carrier delays, or seasonal factors.

4. Duties, Taxes & Customs

  • UK & EU Customers: All orders are shipped on Delivered Duty Paid (DDP) terms. This means VAT and import duties are prepaid, and there are no additional charges upon delivery.

  • International Customers (outside the UK/EU): Orders may be subject to local customs duties, taxes, or import fees. These charges are the responsibility of the customer and vary by country.

5. Tracking Your Order

Once your order has shipped, you’ll receive an email with a tracking number and link to follow your parcel’s progress.
If you haven’t received tracking details within 3 working days of purchase, please contact us.

6. Delivery Issues

If your order hasn’t arrived within the estimated timeframe:

  1. Check the tracking link for updates.

  2. Contact the courier directly if there’s a delivery exception.

  3. If the issue isn’t resolved, contact us at info@rok.coffee  and we’ll assist.

We are not responsible for delays caused by courier networks, weather events, customs inspections, or incorrect delivery information provided by the customer.

7. Lost or Damaged Packages

If your order arrives damaged or appears lost in transit, please notify us as soon as possible at info@rok.coffee with your order number and photos (if applicable).
We’ll work with the courier to resolve the issue promptly, either by replacing the item or issuing a refund.

8. Shipping Restrictions

We cannot ship to P.O. boxes or military addresses.
Some products (e.g. containing lithium batteries or liquids) may have delivery restrictions to certain destinations.

9. Changes or Cancellations

Once your order has been shipped, we are unable to change the delivery address or cancel the shipment.
If you need to make changes before dispatch, please contact us immediately after placing your order.

Last updated: October 2025

This Shipping Policy complies with UK and EU consumer protection standards and DDP cross-border delivery rules.