BUYER's GUIDE

ORDERING & SHIPPING

CAN I COMBINE MULTIPLE ORDERS?

This causes delays and shipping errors. If you have placed multiple orders they will be shipped separately.

CAN YOU SHIP TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?

Yes. Just put in a different shipping address in the checkout. You must give us the correct billing address and the phone number your credit card company has listed on your account. This is for verification purposes. Rooks Entertainment does not ship any order without proper billing information.

HOW LONG DO DOMESTIC SHIPPING METHODS TAKE?

Standard Shipping of any order below $150: is calculated upon checkout. 2-7 days.
Express Shipping: Delivery end of next business day to most metropolitan areas. Must be ordered on a business day. Rates vary.

I PUT IN THE WRONG SHIPPING ADDRESS. WHAT CAN YOU DO?

Unfortunately, not much. We are only responsible for shipping and handling charges on items that were sent incorrectly. We cannot resend your items to you. If the item comes back to us, you will need to pay for the shipping charges again in order for you to receive the items, and we cannot refund the shipping fees.

REtURNS & EXCHANGES

  • We're happy to offer a refund or an exchange for any items that are not completely satisfactory, excluding shipping costs.
  • For returns or exchanges, you will need to get a return authorisation from us before sending back any goods. Please email us at shop@rooks-entertainment.com.au with your order number and the nature of the problem.
  • Exchanges and returns are accepted within 7 days of the date of receipt.
  • Return items without a prior approval will not be accepted.
  • Returns received more than 7 days after the original order receipt date will not be accepted and no refunds will be given.
  • Returned items must be unworn, in perfect condition, and in their original packaging.
  • No exchanges or refunds given on any sale items during sale periods. All sale items are final sales. NO EXCEPTION.
  • Refunds can only be issued to your original payment method or in the form of store credit. We are unable to process refunds to a new or different payment method other than what was originally used on your order.
  • Shipping is non-refundable. We are only responsible for the cost of shipping on returns and exchanges for incorrect shipment.

Returns must be shipped to the address below. Once you get an approval for a return, you can send it back to:

Rooks Entertainment
Att: Returns
PO Box 406
Mission Beach, QLD 4852

PRIVACY

Any information we collect from you is for the sole purpose of processing your order and will not be sold, exchanged, or otherwise disclosed to anyone. We employ industry-accepted standards in protecting your personal information during its transmission on rooks-entertainment.com.au. We utilise SSL [Secure Socket Layer] technology to protect your sensitive information on Rooks Entertainment during its transmission. See our full privacy policy here

ANY QUESTIONS

Contact us via email at shop@rooks-entertainment.com.au or call 07 4068 8655. Monday through Friday we will answer within a few hours or less. If you contact us over the weekend or during a holiday we will contact you back on Monday.