Sales Policy

• Purchase

  Where I can find Rocook products?

  Rocook has numerous outlets selling their products, such as department stores or specialty utensil shops. If you want to find your nearest retailer, please see the stores section. You can also contact us directly via our enquiry form by clicking here.

  Can I browse the retail section without being registered?

  Yes. Customers can browse our website without being registered.

  Can I make purchases without being registered?

  Yes. The customer can make purchases without being registered but we encourage you to register so that you can start enjoying the advantages of registration. Registration allows you to access your purchase history and accelerate your orders. You can also subscribe to our Newsletter to be the first to be receive Rocook news and enjoy discounts and exclusive promotions. Don’t miss out!

  Can I change my delivery address?

  You can change the delivery address using the login/register section. If your order has already been processed it cannot be changed as changes cannot be made for processed orders.

  How can I stop receiving emails

  When confirming your order, you can choose whether or not to receive commercial communications from us. If in any case you previously chose to receive communications, and now want to stop receiving them, you can log in to My Account and unsubscribe.

  Is it possible to change my email address or password?

  You can change your email or password, by going into Your Account.

  I have lost or forgotten my password. What should I do?

  You can request that your password be resent to you by going into the YOUR ACCOUNT section by clicking the I forgot my password link.

  Can I send several packages to different addresses?

  This is possible, but only for independent purchases. For each purchase please indicate clearly the address for the shipment and we will ensure it arrives at its destination.

  Can I cancel my order?

  Once processed, your order cannot be canceled, as it is immediately transmitted to the delivery company for dispatch. It will be necessary to request a refund for the order.

  How I can make sure I made my purchase has been correctly processed?

  Once you have placed your order, you will receive a confirmation email. If your order does not reach you, please contact our customer service department.

• Shipping

  When will I receive my order?

  If your purchase has not yet reached you and the 72 hours waiting time has passed, please check your email as you will probably have received an email informing you that the order has left our warehouse.

  If you have any questions you can also contact customer services on +34 93 574 26 40 or .

  Which countries do we deliver to?

  We deliver everywhere in Spain (Peninsula and Balearic Islands, excluding Canary Islands), UK, France and other countries of the European Union.

  We are also working to expand our service to more countries!

  What if I'm not at home when my order arrives?

  Don’t worry, the carrier will make an attempt to deliver on the following next day and if you have any questions about your order, please contact customer services at
  Items received are incorrect or faulty

  If you received a defective item or items other than those purchased online, we will issue a refund of these items and shipping costs as soon as the goods reach our premises and we verify the shipment.

  I have not received all the items which I purchased.

  Please check your email to see if we have sent an email informing you that one of the items in your order is no longer available. In this case, we will reimburse you for the article via the same method of payment used for your order.

  If you have not received an email, please contact Customer Services and we will respond as soon as possible.

• Return

  What is your returns policy?

  You can return your order within a period of 14 calendar days after receipt. To request a refund, go to the "YOUR ACCOUNT” section of our website and select the order for which you want to return products

  To access your user account, PLEASE CLICK HERE.

  The timeframe for repayment can range between 3 and 12 working days after we receive your returned item at our premises. As soon as we verify the condition of the returned items, we will send an email informing you of this. As a reminder: that the payment will be made using the same method of payment used for the original purchase.

  Was your payment made by bank transfer? In this case, we will need your IBAN code to make the reimbursement.

• Payment

  What are your accepted forms of payment?

  Different types of payment can be used in our online store:

  Card: Visa, Visa Electron, Maestro, MasterCard. V-PAY

  Trusly: Wire transfer

  PayPal: Pay with your PayPal account or by credit / debit card quickly and safely.