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Help centre

How can we help?

Quick answers about orders, delivery, exchanges and payments.

Frequently Asked Questions

We want you to enjoy your order as quickly as possible! All orders are processed within 3 to 5 business days before shipping (excluding weekends and holidays). Once your order is shipped, you will receive a confirmation email with the tracking details. For real-time updates, log in to your account at any time.

After your order has been placed and processed, you will receive a confirmation email with the details of the order. Tracking information may take 3 to 5 business days to become active after your order has been processed. If there are no immediate updates, do not worry - this means your order is still being prepared. Please check back later for the latest status. You will receive email updates at all important stages: Order Confirmation - The order has been successfully placed and forwarded to our warehouse for processing. Order on the way - The order has been completed or partially completed, with your tracking link included when the shipment starts being transported. And the shipment is in transit. Out for delivery - You will receive a notice when your order is near and arriving soon. Delivered - A final email will confirm that your order has arrived.

The shipping cost is automatically calculated at checkout, based on the destination country, weight, and volume of the order. Free shipping campaigns may be applied for orders above a certain amount. Customs duties, taxes, or local fees are the sole responsibility of the customer. What should I do if my items arrive incorrect, damaged, or missing? If you received the wrong items or significantly damaged items, we would like to apologize for the inconvenience. Our Customer Service team will be happy to assist! Please report the issue via email to Customer Support. Make sure to include: ü A clear photo of the item you received ü Reference, size, and name of the item A description of the issue (incorrect, damaged, or missing item). In the case of missing items, please double-check the packaging to see if there is a note indicating that the items were shipped separately. While we cannot guarantee that your exact order will be replaced due to possible stock issues, we will resolve the situation as best as possible!
We understand how frustrating it can be to lose a parcel. Occasionally, carriers may mark a parcel as 'Delivered' before it has actually arrived. If the status of your order appears as delivered but you have not received it: Wait 24 hours - Orders usually arrive within a day after being marked as delivered. Check the surroundings - look around your property, as carriers might leave packages in a safe or out-of-sight area. Still missing? - If the parcel was delivered to the wrong address, hasn't moved in the tracking system for more than 5 to 8 business days, or you suspect theft, please contact us. We are here to help and will do our best to rectify the situation.
If you are not completely satisfied with your purchase, you can return it for a refund or store credit within 30 days of delivery.Items eligible for return:They must be unworn, in new condition and in the original boxes.Final sale items cannot be returned.Shipping costs are not refundable.
1.  Request a return for your item directly from your account on our website.2.      Receive an email confirmation with the shipping instructions.3.      Go to a DPD Pick-up point of your choice to drop off your item.4.      After we receive and verify your item at our warehouse, your refund will be processed within 14 working days.

. Refunds are processed using the same payment method used at purchase.

. Initial shipping costs are non-refundable, except in situations of a defective product or an error on our part.

If you need support from our customer support team, our team is available from Monday to Friday from 9:00 a.m. to 6:00 p.m. through the following contacts: Customer Service Email: customerservice@rockport.pt