Where is your company based?
We are a German Company, based in Munich in the heart of Bavaria. Our postal address is rocket. store, Reichenbachstr. 41, 80469 Munich, Germany.

Do you have a retail store?
Yes, we do have a retail store in Munich: rocket. store, Reichenbachstr. 41, 80469 Muenchen, Germany.

Do you have a catalogue?
We do not currently produce a catalogue, as both our products and stock levels change daily.

Do you wholesale goods?
No, we do not wholesale goods, we are a retail operation.

Do you sell both mens and womens clothes?
We do sell mens and womens clothing, some styles are unisex.

Can I contact you over the phone?
Yes, please call us on +49(0)89 189 55912 any time between 11am-7pm Monday-Saturday, we do sometimes experience a high volume of calls, as such please be patient if you can not get through straight away.

What email address should I use to contact you?
mailto: <a href="">< is the contact to use. This address is dedicated to queries regarding orders and purchases and will allow us to answer your questions as quickly as possible.

How long does delivery take?
On orders placed before 4.00pm we try the item(s) to
dispatch the next day, via DPD Germany and delivered next working day (Monday-Friday).
This is of course dependent on payment and stock availability.  If the order is placed AFTER 4pm on Thursday, the order will be dispatched on Friday for delivery the following Monday. If the order is placed AFTER 4pm on Friday, the order will be dispatched the following Monday for next working day delivery on Tuesday.

How much is delivery?
Depends which Shipping you've chosen: DPD or DHL.

Can I collect my item from your store?
Yes, please contact us via phone on +49(0)89 189 55912 to arrange a store collection. Please print off, and bring along your order confirmation, as we will require this as proof of purchase and identity. Your postage will be refunded upon collection.

What courier do you use for deliveries?
We use DPD or DHL to send all our orders.

Can someone else sign for my delivery?
DPD and DHL requires somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us.

Can I change the delivery address? On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security
reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers
before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. If the order has already left our office, then the delivery address cannot be changed.

Do you deliver to my country? We deliver to Germany and Austria mainly. For other countries worldwide please send us an email and we will see what we can do. Delivery times
vary depend on location, feel free to contact us for additional
information on International orders.

What if I'm not home when it's delivered?
If DPD or DHL are unable to obtain a signature from somebody at the address then your parcel will be returned to your nearest DPD depot or post office. They will leave a card at the delivery address, which will have instructions of re-delivery or collection.

Which credit cards do you accept?
We currently accept - Mastercard, VISA, Maestro for payments online via paypal.

Do you accept gift vouchers?
Yes, we accept valid rocket. store / grey. with a little bit of red Gift vouchers, both online and in-store. We do not
accept any Gift Vouchers other than our own official rocket. store / grey. with a little bit of red vouchers.

Can I use a different payment method?
Yes, we do accept other payment methods: paypal or bank transfer. Cash payments may be made at our retail store.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Are all your products genuine?
Yes, we are licensed stockists of all our products, and they are ALL 100% authentic.

Do you have more sizes available?
With products selling very quickly online and in-store we cannot
always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please email or call our web team on +49(0)89 189 55912 and they will be happy to help.

Will you be getting more?
Due to the limited nature of some of the products we stock we can often sell out very quickly. We do Sometimes re-stock of classic or popular items, and if you would like to ask about a product, size or colour that is not shown, please email, or call our web team on +49(0)89 189 55 912 and they will be happy to help.

Can I get more information on a Product?
If you require any additional information on any of the products on our website please email, or call our web team on +49(0)89 189 55 912 and they will try to provide you with all the information you require.

The item I bought is now in sale, can I get the difference refunded?
Unfortunately it is very difficult for us to know if and when
something will go into sale. As a result if something does go down in price after you have purchased it, we are unable to refund the

How do I know if my order was successful?
If your order is successful you will receive an automated email to confirm your order has been received, and is being processing. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched.

Can I change/cancel my order?
We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible. If you have received your goods then we are happy to cancel ormake changes in accordance with the German Distance Selling Regulations, and our Returns Policy. More information on making a return can be found in this Customer Service Section, or in our dedicated Returns Section.

Where is my order?
If an order has not arrived when you were expecting it, we recommend first checking the email account your rocket. strore account is registered with. Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, contact the web team on +49(0)89 189 55 912 and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help, all our shipments are insured to the necessary value.

You haven't replied to my query?
We try to respond to any queries as quickly as possible, however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.

My order contains a faulty item.
If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair. This however is not valid if the item has been worn or washed.

You have sent me the wrong item.
If you have been sent the wrong item please follow the returns
procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative.

Can you confirm you have received my return?
We will try to handle your return as quickly as possible, and you
will be notified by email when the return has been processed. We
recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +49(0)89 189 55 912 and check if we have received your return.

Part of my order is missing?
An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received and email stating this and/or your invoice will be marked as being part complete, and you will have been refunded for the item that was not in stock. If this is not the case, please give us a call and we will do all we can to help.

What is your returns policy?
Our WEB STORE returns policy means that if you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt for German customer. Please
see instore for our retail store returns policy. Once returned you will be entitled to receive an exchange or a refund. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer. Please enclose the completed Returns form with your goods, and make sure all returned items are well packaged, as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit. Please check all goods for any faults before removing the labels from the item.

We have extended our returns policy over the Christmas period. Any orders made in November and December can be returned until 7th January 2017 for an EXCHANGE OR CREDIT NOTE. Our 14 day REFUND policy still applies, and if your return is made outside this period, you will not be eligible for a refund.

How long does it take to process returns?
We aim to process any returns within 7-10 working days of receiving them.

How long will it be before I get a refund?
As long as the returned items meet our refunds criteria, your refund will be with you 7 workingdays after your return is processed, depending on your bankaccount.

How long will it be before I get an exchange?
After your return has been processed, as long as we have the exchange items on stock you should receive them within 7 working days. The overall expected time for an exchange can be up to 7 working days from us receiving the item.

Who pays for return postage?
You are responsible for the cost of returning an item to us.

Can you confirm you have received my return?
We will try to handle your return as quickly as possible, and you
will be notified by email when the return has been processed. We
recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +49(0)89 189 55 912 and check if we have received your return.

You have refunded me the wrong amount.
If you feel for any reason that we have incorrectly refunded you then do not hesitate to contact our sales team either calling +49(0)89 189 55 912 or by e-mailing hello (at)

For any other questions you can call or email us.

your rocket. team