Frequently Asked Questions
WHAT SIZE SHOULD I BUY?Please visit our sizing page for more detailed sizing information on each fit!
WHAT IF SOMETHING I LIKE IS SOLD OUT?
If there’s an item that you really love you can always contact us and we will see if we can have more made for you.
However, most of our prints are limited edition and will never be restocked again, so be sure to grab them while stock lasts! Also, be sure to sign up to our newsletter to hear about our new prints first so you won’t miss out again.
WILL YOUR PRODUCTS SHRINK IN THE WASH?
All Rock Atoll fabrics are pre-washed prior to being made. This removes excess inks and prevents color bleeding, as well as prevents any major shrinkage in standard household washing machines. However, you are advised to hang dry our products to help it retain it’s shape and quality.
WHAT CURRENCY ARE YOUR PRICES IN?
Our prices are displayed in U.S. dollars (USD) by default, but you can view our products in your local currency by using the drop down menu on the top right. These are for your reference only, though. All orders are processed in USD at checkout.
I’M GETTING AN ERROR WHEN I'M TRYING TO PLACE MY ORDER?
First, make sure to check that you've filled all details out properly, including your name, address and payment info. Still not working? It might be the computer system. Contact us and we'll see if we can track down the problem.
HOW DO I MAKE CHANGES TO MY ORDER?
If you ordered the wrong size or provided an incorrect address please send us a message at firstname.lastname@example.org with your order number and instructions as soon as possible. Please note that time is of the essence, as we cannot make any changes once the package has shipped!
HOW DO I CANCEL AN ORDER?
It’s the same deal as changing an order, you have until we ship to contact us to let us know you want to cancel.
HOW DO I TRACK MY ORDER?
Once shipped, you’ll receive a shipment confirmation email in your inbox. There, you’ll find your tracking number along with a link to track your package in the email. If you signed up for an account with us, you can also login to view and track your order.
WHERE DO YOU SHIP FROM?
We ship from Hong Kong via Hong Kong Post, with express shipping. All our packages are trackable, and generally arrive within 5 to 14 business days.
*** COVID-19 Update: We are still shipping worldwide with tracking but have switched to SF Express due to the postal service suspending all airmail services to most countries. Packages ship with tracking and generally take 8 - 15 days to arrive. Shipping costs are $10 per order, free shipping has been suspended due to an increase in shipping cost during this difficult time.
WHERE DO YOU SHIP TO?
We ship worldwide except for Brazil, Mexico and South Africa due to issues with delivery.
HOW MUCH DOES SHIPPING COST?
Shipping within Hong Kong is free! For all other countries we charge a flat rate of $7.99.
BUT (because we like the cut of your jib) we offer you FREE worldwide shipping on orders of $75 USD or more.
Shipping is automatically calculated and deducted at checkout, no coupon codes are necessary.
HOW LONG WILL IT TAKE TO RECEIVE MY PURCHASE?
Please allow 2-3 business days for us to process your order! Once shipped, orders generally arrive within 5 to 14 business days:
Hong Kong: 2-3 days
Asia: 5 to 8 days
Everywhere else: 5 to 14 business days
WHAT METHODS OF PAYMENT DO YOU ACCEPT?
Cash works if you see us in the streets. Otherwise, we accept all major credit and debit cards, Apple Pay, and PayPal.
CAN I PAY IN MY LOCAL CURRENCY?
Rock Atoll processes all orders in U.S. dollars (USD). While you are able to view our store in your local currency, you will checkout using USD at the most current exchange rate.
HOW DO I USE MY GIFT CARD OR COUPON CODE?
You can enter your gift cards or coupon codes at checkout after you provide your shipping address. Please note that only one coupon code can be applied per order.
DO YOU CHARGE ANY TAX OR CUSTOM FEES?
All orders placed on our store are completely tax free. However, you may be charged your local tax rate or custom “duty” fees upon delivery of your package, depending on the laws and regulations of your country. As the buyer, these taxes and fees, if any, are your responsibility to pay.
WHAT IS YOUR RETURN POLICY?
New, unworn items with original tags intact can be returned or exchanged within 30 days of delivery (excluding items purchased on clearance). Simply mail the item(s) back to the return address listed on the shipping label, and we’ll either refund or exchange it for you depending on your preference. Any freebies that accompanied your purchase must also be returned in order to receive a refund.
Please note that return shipping costs are your own responsibility, and original shipping costs are non-refundable.
For exchanges, orders originally receiving free shipping will again receive free shipping for exchanged items.
WE ARE NOT RESPONSIBLE FOR LOST OR UNDELIVERABLE PACKAGES IF ...
The package does not arrive due to a wrong or insufficient address provided at checkout. Please double check to make sure your shipping address is correct before confirming your order, or contact us immediately if you need to change or update your shipping address.
DO YOU DO WHOLESALE?
Oh, we got the goods, alright! Contact us here and we will get back to you asap!
STILL HAVE QUESTIONS?
Email us or leave us a message using our contact form and we will try our best to get back to you within 24 hours. We're here to help and answer any questions you may have!
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TERMS AND CONDITIONS:
By shopping on Rock Atoll, you agree to the terms and conditions outlined above, as well as those found on our Terms and Conditions page. We reserve the right to update our Terms and Conditions at any time.