Frequently Asked Questions (FAQ):
Are prices shown on your website including VAT or not including VAT?
All prices on our website do not include VAT.
Is there an option to pay for goods via invoice with payment due ?
We ask all new customers to work on a pro-forma basis so we can build up a relationship. You can pay via a bank transfer once your invoice is ready. When the payment is completed, we will ship.
Is there a minimum quantity or minimum value of orders you dispatch?
£200 (ex vat) is the minimum order value but we do offer some flexibility.
How often are orders dispatched?
We dispatch orders every working day & in most cases within 24 hours of receiving the order. We work Monday - Friday excluding UK public holidays.
Is it possible to gain access to your FTP so I can build my own webstore?
If you want access to a spreadsheet listing all our active stock, which is updated daily, please click here. Please allow 24 hours for your request to be actioned (excluding weekends & public holidays)
Is your online store safe to order from?
Yes! Your safety is incredibly important to us. Our store is hosted on a secure server.
Your information is never shared.
For all of our policies, terms & conditions, please read our terms & conditions.
Can I add to my order once it has been placed?
If an order is placed & you would like to add products, we are happy to do this up to a point. If the order is past a point that we have picked, packed and issued relevant paperwork, we will ask for an additions fee. The additions fee will be based upon the amount of units & the status of the order. This can be discussed and organised by your sales contact or via firstname.lastname@example.org and this is honestly dependent on what you would like to add.
I ordered a week ago, where is my order?
If it has been more than a week since you placed your order, please email us at email@example.com with your name and order number and we'll figure it out.
What size range do you cover
Most of our apparel is available in small to 2XL, we do however offer certain ranges in extra small and 3XL and a limited amount in a 4XL size. When you login to our website you will see the size range availability for each product.
What about the sizes of shirts, is there a size guide you can supply me?
Our shirts come from different sources so are not all the same brand. Most are Gildan but some are Fruit Of The Loom and other brands. Please email us at firstname.lastname@example.org if you need to find out more information about size guides. We will try to help as best we can.
What are Rock Off T Shirts made from?
The description provided for each product online should state the material that it’s made of. If this is not listed please contact us stating the product code and we will respond with more information.
Do you sell to the general public?
No. All of our business is wholesale. We offer a huge variety of apparel and accessories to our wholesalers and retailers worldwide.
I haven’t received my tracking number for my delivery?
Once payment is completed or terms are met on your account, we arrange shipping with UPS. You will also receive a tracking number by email from UPS to the email address you provided for contact. If you don’t receive your tracking number directly from UPS you need to contact us.
What methods of payment can I use?
Payments can be made with credit card, debit card and paypal. We can also take bank transfer payments in which case you would need to contact us for our bank details.
When I submit my order will I have to pay straight away?
No, first of all we will pick your order from our warehouse and create a delivery note, then we create an invoice, at this point we take payment using the details you have provided.
How much will it cost to ship to me and how long will it take?
Delivery charges outside the mainland UK will vary on weight and delivery location and will be advised prior to despatch.
If you are a new customer looking to get an idea of how much it will cost to ship then please email email@example.com with your address and postcode and use the subject line “request for estimated shipping cost” and we will respond with more information.
Do you ship internationally?
Yes. International orders ship via UPS.
Orders take between 2 to 20 business days depending on your location.
Please note, any duties or fees related to your country are not covered by Rock Off Trade and should be paid by the recipient if applicable.
What is the cost of shipping in the UK?
Orders for UK mainland delivery, under £200 (ex vat) are charged @ £6 plus VAT up to a maximum of 15kg per carton.
Orders over £200 are FREE within mainland UK.
We ship overnight with UPS in the UK
How long does it take for me to receive my order?
Orders are processed Monday-Friday within 3 business days from when the order was placed and normally ship via UPS
I am a registered customer but can’t see prices?
Your registration needs to be confirmed and accepted.
Once your registration has been accepted you will receive an email with all details about ordering and shipping.
If you have been accepted but still can’t see prices and have issues ordering please contact firstname.lastname@example.org
I can’t see any prices on your site, why is that?
You need to be a registered customer to see prices.
Once your registration has been accepted you will see prices and be able to order online
How do I contact you?
Please visit our contact page and choose the contact method that most suits
How do I set up an account?
To set up an account please register here - please provide as much information as possible to support your application.
We'll carefully consider your application, it normally takes a day or two to review your registration.
If accepted you will receive a confirmation email and will then be able to login, see prices and order online.
What types of merchandise do you sell?
We sell Short & Long Sleeve T Shirts, Vest T Shirts, Kids T Shirts, Hoodies, Sweatshirts, Baseball Caps, Beanie Hats, Snapback Caps, Socks, Tights, Bomber Jackets, Varsity Jackets, Denim Jackets, Quilted Jackets, Casual Short Sleeve Shirts, Long Sleeve Shirts , Polo Shirts, Jewellery, Bags, Coasters, Mugs, Bottle Openers, Travel Mugs, Magnets, Postcards, Lanyards, Drinks Trays, Mouse Mats, Patches, Pens, Phone Charms, Titan Figures, Posters, Textile Posters, Pin Badges, Plectrums, Stationery, Steel Wall Signs, Turntable Slipmats, Umbrellas, Wristbands & Sweatbands.
Where are you based?
We are based in Liverpool in the United Kingdom. Famous for The Beatles and of course the football team!
All stock is held in our warehouse in Liverpool.
Unlike some companies, all our stock is shipped directly from our one warehouse. It’s a big warehouse!
Yes, we only sell officially licensed products on behalf of the biggest names in music and entertainment.
ORDERING & PAYMENT PROCEDURE
When you place an order online, we will then pick the requested stock for you. Once pick is complete, we will create a delivery note. This will show the items we have in stock from your order, items out of stock on your order and the shipping cost based on the weight, number of boxes and your location. We will then *email you this delivery note to the email address that you have supplied us for contact. Then, your order is invoiced, *emailed to you & we take payment using the credit card details you have provided us at the time of placing the order. If you are a pro-forma bank transfer customer, you will make payment via your chosen bank to Rock Off at this point. In both cases, dispatch & delivery will only be completed upon payment received.
Account customers will pay within their agreed terms & overdue accounts will not receive goods until the agreed terms of payment are met.
Once payment is completed or terms are met on your account, we arrange shipping with UPS. You will also receive a tracking number by email from UPS to the *email address you provided for contact.
*All emails from Rock Off to the customer during the order process are automated. Please note that issues may only arise if you supply incorrect email information or spam/junk folders are managed.
UK - Free for each order over £200
UK – £6 + vat for any orders under £200 ex vat
International - For an indication of shipping costs and how long your order will take to ship, please email email@example.com with details of your full address including postcode.
Can I get images/product information to build my own store/catalog?
We offer an FTP service to allow customers to access product information and images.
Registered & verified customers can request access by completing our "Request FTP Access Form".
N.B. You need to be an account holder to qualify.