Shipping policy

Delivery and shipping

Last updated: 10 September 2026

For delivery enquiries, contact the KIVO and ROCKEN team at sales@rockensupplygroup.co.uk with your order number.

Delivery areas and charges

Available delivery destinations, services and charges are shown at checkout before you pay. Please contact us for a written quote if your destination or order cannot be processed at checkout. Availability for Northern Ireland, offshore islands, remote locations and international destinations depends on the product and delivery service. We will not apply an additional delivery charge after your order without your agreement.

Processing and delivery times

We aim to process standard orders within 2–5 business days, excluding weekends and bank holidays. Processing time is separate from the delivery transit time shown at checkout or in your order information. Any different lead time for a made-to-order, wholesale or out-of-stock item will be explained before you commit to the order.

For consumer orders, we will deliver without undue delay and within 30 days unless a different period has been expressly agreed. Contact us before ordering if a delivery date is essential. If a delay arises, we will explain the options, including any cancellation and refund rights available under applicable law. We will not substitute a different product without your agreement.

Tracking and receiving your order

Where tracking is available, we will provide it after dispatch. Please check the delivery address before submitting your order and tell us promptly about errors. Inspect the parcel and goods when practicable, and keep packaging or photographs if there is a delivery problem. Prompt reporting helps us investigate but does not impose a shorter deadline on your statutory rights.

Lost, damaged or incorrect deliveries

If your order is missing, damaged or incorrect, contact us so we can investigate and arrange an appropriate remedy. For consumer deliveries arranged by us, the goods remain our responsibility until you, or a person you nominate other than the carrier, take physical possession. Different statutory rules may apply where you independently appoint a carrier that we did not offer. We will liaise with our delivery provider; you do not have to pursue a courier claim before exercising your rights against us.

International orders

Where we offer international delivery, the destination, agreed lead time and any known import arrangements will be set out before purchase. Any taxes or duties payable by the recipient must be identified in the applicable checkout information or written quotation. Mandatory local consumer rights are unaffected.

Returns

Please follow our Returns, cancellations and refunds policy. Return addresses are provided directly to customers; our company correspondence address is not a returns warehouse.