Frequently asked questions

How can we help you?

Hey! Here we can answer all of your questions

Products

Have you had a look at our sizing chart available in every product page?
If you’re not sure and would like some personalized advice please contact our team at customer service, we are more than happy to help you find your solemate. 

Just press the red button on your left and we will answer as soon as possible.

We don’t have half sizes. If you are between sizes, we recommend sizing up.

Our shoes are displayed in EU sizes. You can convert them with our size chart available in every product page.

As soon as you discover this simply, login to your account and complete the returns request and email hello@rockndot.store (If you would rather request a replacement instead, you will be able to do this at this stage) and we will guided you in the process. Once the request has been approved, you will receive an email confirmation. 

Please note that you have 100 days to return the item(s) for a full refund.

Shipping and Transportation cost will be covered by us.

As soon as you discover this simply, login to your account and complete the returns request and email hello@rockndot.store (If you would rather request a replacement instead, you will be able to do this at this stage) and we will guided you in the process. Once the request has been approved, you will receive an email confirmation. 

Please note that you have 100 days to return the item(s) for a full refund.

Purchases

Yesss, super easy. You just need to follow some steps: 

1 – Browse through our online store and find the products that you wish to purchase

2 – Add the products to the shopping cart through the button “buy”

3 – Next, fill out your personal information in a simple form (attention when filling in your adress) 

4 – After select the payment method

5 – Review your order

6 – Proceed to checkout by confirming the order 

7 – Finally, you will receive the order confirmation by email

It is possible to make an order without any registration, however, with the register makes it possible to save your personal information for later actions such as promotions

Payments

We accept the following payment methods: PayPal, Atm reference (for Portugal), MBWay, and Credit/Debit cards (Visa/Mastercard).

Yes, the data is encrypted and the information provided will be only used to perform the necessary procedures for purchases, returns, or reporting cases of fraud to the police.

All orders are placed in Euro (€), and the payment is processed in the same currency

 Please note that if your bank account is in a different currency, the exchange rate used to debit your account will be determined automatically by your Bank / PayPal and not by Rock n’ Dot.

Rock n’ Dot accepts Visa and MasterCard.

 

Shipping

Bear in mind that the shoes are made by order and we don’t have stocks, the manufacturing time adds to the delivery time, all orders should be dispatched within 1 to 2 business days. We don’t send on weekends.

– Deliveries in Portugal can be expected 5-10 working days.

– Deliveries for European Countries can be expected 10-15 working days.
– Deliveries for the USA can be excepted 15 to 20 days.

– Deliveries for the rest of the world under request

Please note that this is subject to any international shipping delays which are out of our control. During busy periods like sales, our dispatch period may increase to a maximum of 14 working days. We will always do our very best to inform our customers of any changes to delivery times.

At the moment, we deliver in Europe but if requested we can deliver all over the world! You can find out more about our delivery costs for european countries here, if you are in another country just contact us and we will tell you the predicted cost. Please be aware that your country can have additional taxes. 

All orders are delivered by CTT Express, but if that is not possible we will provide another forwarder company to deliver your order.

Shipping is free for Portugal and Spain Mainland. You will see the calculated shipping rate at checkout.

You can find out more about our delivery costs for european countries here, if you are in another country just contact us and we will tell you the predicted cost.

After making the purchase in our online store you will be sent a tracking number provided by our shipping company, with this number through this page you will be able to track your package.

We ship all orders to the exact address provided by the customer. If you notice a mistake with your shipping address, you must notify us immediately. We are not liable for the loss of your package if the address is incorrect or incomplete. Please double-check your order confirmation email for mistakes.

To correct your address please email us at hello@rockndot.store . Include your order number and the corrections you would like to apply.

Yes you can! ☺️ For more more information about prices, according to the weigh, you can check this page.

Returns, Refunds & Exchanges

We will usually process (issue your refund/credit note & email you) returns within 14 days of receipt of your parcel. However, during busy periods, please allow up to 30  days. We will contact you via email as soon as we have opened your return.

Yes you can. Here applies the same process for return

Any items eligible can be returned for a full refund or store credit, for up to 100 days after you’ve received your parcel.

To return an item(s) to us, we ask you to contact our customer support so we can help throughout this process. We will request you that your package includes a copy of your invoice so that we can process your return efficiently.

Contact us after we receive the item we will issue store credit equal to the value of the returned item (at time of purchase)  You can then use this to re-buy the item in a new size, or buy a different item entirely. 

Please send any items you would like to return to:

Rua Circular do PERM, nº 1956
4505-870 Pigeiros
Santa Maria da Feira | Portugal

Services

The Rock n’ Dot’s customer service representatives are available from Monday through Friday, 9AM to 6:00PM Lisbon GTM +1. We are closed on summer and christmas holidays.

Just click on the red button in the right corner and we will answer you as soon as possible to advice on the perfect size for you. 

Go ahead click, we are happy to help you!