Customer care
Delivery and Returns: Hassle-Free Shopping Experience
From local Hong Kong deliveries to international freight, our team coordinates every order with care and keeps you informed from confirmation through arrival.
Delivery Tracking
You can track the status of your order as it progresses through our system. It may take up to 48 hours from confirmation for your order to become active in the tracking portal. For the latest updates, please contact us at info@rockstoneltd.co.uk or refer to the tracking information provided in your order confirmation email.
Hong Kong Delivery
Standard delivery rates apply to locations within Hong Kong. Delivery to outlying islands or remote areas may incur additional charges. For accurate delivery quotes or special arrangements, please contact us at info@rockstoneltd.co.uk.
For orders containing items with longer lead times, additional time may be required beyond the standard timeframes. Please contact us for the most accurate delivery estimates.
If your order contains multiple items, they may be shipped from different locations or in separate consignments. Once your order is ready for dispatch, our courier partner will contact you to arrange a suitable delivery date and time window.
If your item was confirmed as in stock at the time of order and you have not received it within the expected timeframe, please contact us immediately.
Indicative delivery service
Shipping costs & delivery times
| Delivery type | Cost | Estimated time |
|---|---|---|
| Parcel Deliveries Taps, Showers, Accessories |
£9.95 | 3–5 working days |
| Small Pallet Deliveries Vanities, Basins, Shower Trays |
£40 | 5–7 working days |
| Large Pallet Deliveries Baths |
£96 | 5–7 working days |
Pallet / Large-Item Deliveries
- Large or heavy items such as baths, vanity units or stone products are typically delivered by pallet or specialised freight.
- Delivery is usually to a kerbside or ground-floor accessible location only.
- Your property must allow reasonable access to the delivery vehicle.
- Drivers are generally not permitted to enter private properties or navigate steep inclines, stairs or uneven surfaces.
- Safe handling requires solid, flat surfaces.
- Deliveries are normally scheduled on working days within standard business hours.
- You will be contacted in advance to confirm the delivery window.
Parcel / Standard Deliveries
- Smaller items are usually delivered within 3–7 working days, depending on location and stock availability.
- You will receive notification by email or SMS where available with the expected delivery date.
- Please ensure someone is available to receive the goods, or contact the courier to rearrange if necessary.
- Do not book fitters or installers until you have received and inspected all items in full.
- Please provide a valid contact number with your order.
- Check all items thoroughly for damage upon arrival. Signing confirms acceptance in the condition received.
International Delivery
Delivery timeframes and costs vary by destination. For an accurate quote or estimated delivery schedule, contact info@rockstoneltd.co.uk.
International orders are generally exclusive of local taxes, VAT/GST and import duties. The customer is responsible for any charges imposed by the destination country. A customs or clearance fee may apply; Rockstone Ltd. is not liable for these fees.
Failure to pay required customs charges may result in goods being held, delayed or returned, potentially incurring storage or return costs.
Returns
You have 14 days from receiving your order to initiate a return. The item must be unused, in its original packaging and in the same condition as received.
Customers are responsible for return shipping unless the return is due to our error or a confirmed product defect. Obtain return authorisation before sending any items. Unauthorised returns may not be accepted.
Email info@rockstoneltd.co.uk with your order details and reason for return. Refunds are processed within 14 business days after receipt and inspection.
Include your invoice or a note with your name, address, email, order number and reason. Return protective frames and specialised packing in their original configuration. Notify us in writing within 48 hours if goods arrive damaged.
By placing an order with Rockstone Ltd., you acknowledge and agree to this Returns Policy.
Delivery questions
Frequently asked
How long will my order take to arrive?
For pallet deliveries in the UK, allow 5–7 working days from dispatch. For smaller UK parcels, allow 3–5 working days. For EU and international deliveries, allow longer or contact our Customer Services Team for a more accurate timeframe.
Can I return my item if it’s unsuitable?
Yes. Please follow the returns policy above.
How do I track my order?
Monitor your order before dispatch on our Track Your Order page. Once it reaches the local depot, the courier will contact you to arrange delivery and provide direct tracking.
What do I do if I’m unhappy with my lead times?
Please contact us and our customer service team will advise further or present suitable alternatives.
Unit F, 6/F, Boton Technology Innovation Tower
368 Kwun Tong Road, Kwun Tong, Kowloon, Hong Kong
info@rockstoneltd.co.uk