Shipping
OVERVIEW
We offer shipping across the following zones & services:
UK: Royal Mail (0-2KG), DHL (2-70KG - Variable Rate) and Pallet Line (>125KG).
REMOTE LOCATIONS
Our shipping carriers cover most locations. However, if you live in a remote or offshore location and don't see it listed, please contact us directly and we will provide you with a custom quote for shipping.
Due to the technical limitations of Shopify within the UK, you will see multiple rates in the UK including 1) Mainland, 2) Scottish Highlands & Islands and 3) DHL Variable Rates. Please ensure that you select the correct option for you.
SHIPPING DAYS & CUT OFF TIMES
Our warehouse ships items 5 days per week on Monday - Friday.
This excludes weekends and all bank and festive holidays (local and national). If weekend delivery is essential for you, you must call us and request this as we currently do not offer this service via the website.
If you place your order before 1pm Mon-Thurs, your service will be next day with Royal Mail, Parcelforce or DHL. If you please your orders on a Friday, you will have the option to choose Saturday delivery at a premium rate, or next day, which will reach you by Monday as a next day service. Please note: Next day services are not guaranteed due to third party services.
TIMING
Orders usually take between 1-2 days within the UK. However, depending on the current number of unfulfilled orders, orders may take up to 3 days to get to you.
If you are buying a domestic espresso machine and/or grinder, shipping can take around 2-3 days longer, as we require an extra day to bench test your equipment to ensure it is functioning 100% correctly and avoiding any unwanted performance issues when your item arrives.
INSURANCE
All products are shipped with insurance (This excludes parcels shipped with Royal Mail, due to their lower value). This cost is included in your shipping costs. If there is any issue with your purchase, we will resolve the insurance claim for you and either refund you, or ship you a replacement product.
Shipping higher value items is always done with couriers that provide full insurance without limits. For example: we always ship espresso machines, grinders, premium scales and kettles using DHL Premi
QUESTIONS?
If you are unsure about anything, please contact us to check before placing an order - we will be happy to discuss any queries and provide you with the best quote we can offer. If you require faster shipping, we can provide alternative services, but can only do so over the phone or via email, not on the website.
Further details of our shipping services are detailed below.
UK SHIPPING
For items weighing up to 2KG, we ship with Royal Mail. If you have purchased an item with free shipping (0-2KG), your service will be on a 48 hr service. If you have paid for your shipping or you have received free shipping due to your order value being over a certain point, your service will be on our standard 24 hr service.
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Some Royal Mail shipped items, such as subscription coffee (250g) are able to be posted through a letter box, while most others require to be either left outside your location, or handed to you in person. If you miss your delivery, you may be required to collect it from a local depot, as they will not re-attempt to deliver the item.
For items weighing 2.01-30KG in the UK we use DHL. We offer standard next day delivery service to most UK mainland destinations, but there are some exceptions. This service looks to deliver next day, but depending on volumes, can take up to 3 days.
For items over 30KG, including multiple boxes of cups and all espresso machines, we always ship via pallet, which vastly reduces the potential for damages. Each pallet is wrapped in cling wrap and fixed in place with tight strapping to ensure zero movement whilst in transit.
PALLET SHIPMENTS
For items over 30KG, including multiple boxes of cups and all espresso machines, we always ship via pallet. If you require your item to be shipped via pallet, due to the nature of our system, you will be given a selection of rates to choose from based on your location in the UK rather than a recommended cost. Please make sure you select the right rate as part of this process based on where you live. If we believe you have selected the wrong rate option, we will contact you to clarify to ensure we have the correct information before shipping.
OFFSHORE & HIGHLANDS AND ISLANDS
We ship to the Scottish Highlands / Islands and Channel Islands etc using Royal Mail & DHL, which have a separate set of rates to UK mainland. Please ensure you select the correct option when purchasing.
We work to an estimate of 2-3 working day for delivery to the Scottish Highlands and 2-5 working days for delivery to all offshore locations. It can be quicker, but this is their estimated / average times.
For clarity, Scottish Highlands and Islands are covered by the following postcodes:
Scottish Highlands - AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50
Scottish Islands - HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
CHANNEL ISLANDS
If you are located in Herm, Alderney or Sark, you will need to enter Guernsey as your country location. You will then be allocated the Guernsey shipping option under the GY postcode.
If you are located in the Isle of Wight or the Scilly Isles, please choose Isle of Man from the shipping options and enter your postcode into the location finder.
UK MAINLAND SHIPPING - ADDITIONAL INFORMATION
Trade customers
- All commercial espresso machine orders are to be made over the phone or in person - not via the website. They are shown for display purposes only, not for web-based sale.
- Commercial Rocket Espresso machines are held in their UK warehouse, with the most common machines in stock and shipped within 2-4 working days. If you are ordering a machine that is not in stock, the lead times are around 6-8 weeks depending on their schedule.
- Commercial Rocket machines are all built to order, and hold a lead-time of around 4-6 weeks.
- Commercial grinders shown in stock on our website are either held in our warehouse or 100% confirmed as being available for supply by our distributor. Any items not held in stock by us or special orders have a lead-time of approximately 3-4 days. If you are unsure, please feel free to contact us to confirm the details in advance.
THIRD PARTY SERVICES
We use third parties for shipping (Royal Mail & DHL), so delivery times are estimates and can sometimes take longer. We cannot contractually commit to any secure delivery times, as delays occur out with our control. If your parcel is not with you within 4 days (UK mainland) or 6 days (Highlands or offshore), then please get in touch and we will look into it for you.
BOX OR PALLET
If you purchase any items small enough, we will ship them in a box, usually dual walled if the item/s are fragile in any way.
If you are buying either volume cups and or an espresso machine, we will always ship by pallet, which vastly reduces the potential for damages. Each pallet is wrapped in cling wrap and fixed in place with tight strapping to ensure zero movement whilst in transit.
When we ship espresso machines, we ship them in an extra layer of cardboard, to protect them against any potential knocks or pokes from external objects or handlers. We have found this to be an effective way of further reducing any potential accidental damage.
DAMAGES
If you receive your parcel damaged, we require you to contact us immediately with the information and photo's of the damage, whether it be just the external packaging or both the packaging and items. We request that you do this within 24 hrs of receiving the your shipment. If it falls over the weekend, then just the next business day.
You should do this by emailing support@rocketespressomachines.co.uk with the subject heading of the email as ORDER ID / SURNAME / DAMAGE. Please include your contact details, a description of the damage and images of the parcel - inside and outside (as required).
RETURNS
As per UK Consumer Law, you are legally entitled to return unwanted or defective items within 28 days. You must contact us to arrange the return within 14 days of purchase.
You must contact us to request a return within 2 working days (Mon-Fri) of receiving the product and complete the returns process as per our instructions, to ensure that the return is managed correctly and the goods reach us in perfect condition.
Returned items must be unused and be returned in original packaging with any enclosed documentation and in perfect resalable condition. Once the goods have been received back and checked, as per our terms and conditions, we will issue a full refund or exchange on receipt.
Please note: You are wholly responsible for the goods until they reach us. Any damage or breakages are chargeable, therefore all goods must be packaged in the exact same format as they were shipped to you. Once received, we will contact you confirming the good have been received in a good and resalable condition, and your refund will be processed within 5 working days. For warranty claims we will aim to repair or replace your item where possible.
Please see out Terms and Conditions HERE to be clear on our processes and your rights.
RETURNS ADDRESS
Rocket Espresso Service
11a - 11b Windrush Ind. Park
Linkwood Road
Witney
Oxfordshire
United Kingdom
OX29 7HA
