FAQ's

ORDER FAQS:

1. Can I order Internationally? We are not currently shipping outside of Uk or Europe. If you’re visiting our site from outside of the UK and Europe, please scroll over the Countries tab to find a retailer or distributor in your country.

2. How can I find out the status of my order? For registered users, to track your order, please login, navigate to your order and view the ‘Order Shipments’ tab. You can also check the history of your orders and check the status. You can also click on the link from your shipping confirmation email.

3. I checked out as a Guest. Can I still track my order? If you have an order you would like to track and you haven't registered, please email customer service and they will be able to provide you the latest shipping information.

4. What payment methods do you accept? We currently accept Paypal, Visa, and Mastercard.

5. Did my card get charged? When using a credit or debit card on rookieskates.com your financial institution may place a monetary hold on your account. This hold is usually released when the completed transaction is received by the bank, but the release of the hold may take several days, depending on your banks policies. Please check with your financial institution for more information.

6. Can I cancel or change my order once it has been placed? We pride ourselves in processing your order as quickly as possible. Orders are sent to the warehouse generally the same day. Once the order has been received by our warehouse we can no longer cancel or change an order. Please contact customercare@rookieskates.com as soon as you realize you need to make a change or cancel and we will try to service this request.

7. My promo or discount code is not working? We recommend that you check the valid through date to ensure that the promo code is still valid. If the promo code is still valid, please contact customercare@rookieskates.com for assistance.

8. How do I apply a discount toward my order? At the top right of the page you will see “BASKET”. Click on the link and then click “VIEW BASKET”. Once in the Basket, scroll down until you see "DISCOUNT CODE". Type your promo code in this field and click "APPLY COUPON". Once applied, if the promotion is valid you will see in a confirmation at the top of the screen in green writing. The discount code will now be applied at checkout.

9. Can I combine promo codes/offers? No, promo codes are designated for one and only one order.

10. My size shows Out Of stock. How can I order? Sizes that that are displayed in the list with Out Of Stock are sold out. To see when your size might be back in stock, please email customercare@rookieskates.com. Currently we do not offer back orders.

DELIVERY FAQS:

1. How long will it take for my order to get to me? Please see our shipping information page. 

2. Can I expedite my shipping? Currently we do not offer expedited shipping.

RETURNS FAQS:

1. What’s your return policy? Please visit our Shipping and Returns section.

PRODUCT FAQS:

If you don’t find the answer to your question here, Contact Us, and we will get back with you as soon as possible.

Do all Rookie Skates feature a replaceable stopper?

Yes, they are replaceable on all our skates. Please note that the Adjustable and Standard toe stops are not interchangeable as they feature differing bolt thread sizes.
Adjustable – 5/8ths Imperial
Standard – 9/16ths Imperial

 

What tools will I need to maintain my skates?

You will need the below;

A flat spanner (as flat as possible approx 6mm in thickness) of 22mm

For the nuts and bolts, a Rookie tool will do this perfectly.

This is a Y-Shaped multitool to maintain and adjust any rollerskates.

Examples of sockets sizes below.

• 5/16" / 8mm - Socket for Mounting hardware
• 1/2" / 13mm - Socket for Wheel nuts
• 9/16" / 14mm - Socket for Kingpin nuts
• 1/8" Allen key
• Phillips Screwdriver

 

When do I know when to replace my stopper?

Keep an eye on your stopper, when there is considerable wear to your stopper compared to when it was new, it may be time for a replacement. You should never be able to see the bolt if it is an adjustable stopper.

 

Do the wheels Wear down, how do I know when to replace them?

Yes, the wheels are wearing every time you wear your Roller Skates and is the case with all Roller Skates. When the wheel starts to wear to its critical limit you will notice that the profile will start to look very flat and low compared with a new wheel. If any gaps or cracking starts to appear in the wheel, this means you have ridden almost to the core and replacements should be bought as soon as possible for the best performance and for your safety.

 

Are my Wheels and Bearings covered in the warranty?

Wheels and bearings are wearing components. Keeping them clean and lubricated, whilst choosing good smooth dry surfaces, free from debris and sand etc, will keep both wheel and bearings in best condition for as long as possible. If you believe there is an issue with the wheels or bearings, contact us at customercare@rookieskates.com and we will advise you.

 

Where are the best places/surfaces to skate?

  • Indoor roller rinks
  • Smooth surface/concrete/tarmac outdoors (without cracks etc.)
  • Skateparks

We highly suggest not to skate on mud, grass, rough surfaces, or busy areas!

 

What are the best wheels for outdoor skating?

78A-80A - These are really soft wheels that are super grippy and should be used either exclusively outdoors on asphalt and concrete OR on very slippery indoor surfaces.
84A-85A - Also considered soft wheels, these wheels are often considered a hybrid wheel that can be used either indoors or outdoors. These wheels are good for a beginner (even if you only skate indoors) as they give you more grip and control.

86A-89A - These are the softest wheels truly made for indoor courts like gyms, polished concrete or really slippery indoor wood that has not been treated.

90A-93A - These medium hard wheels provide a normal grip. They are great for medium grippy floors like polished concrete or sport court.

94A-96A - These are the first class of truly hard wheels. They have a low level of grip and are good for stickier floors.

97A-103A These are super hard wheels only appropriate for roller rink floors and rubberized gym floors that have been treated and are sticky.
Anything over 100A is so hard that it technically falls in the B category. This means the wheel is really hard and only meant for more experienced skaters on a sticky, indoor surface.

 

How do I clean my skates?

You can clean your skates with a damp cloth. It is not a good idea to get water down inside your boots or use any form of detergent or soap as these elements could react badly with the glues, etc and damage them in the long run.

To maintain the skates’ insides long term, you can get moisture absorbing accessories that you can put in your roller skates in between uses as well as using antimicrobial spray after each session on your skates.

 

What do I do if my wheels are squeaky?

Cleaning your wheels with some bearing lubricant will usually solve the problem.

 

Should protective gear be worn with Roller skates?

We highly recommend wearing protective gear when in your roller skates. A helmet, knee, elbow, and wrist pads will give you the best protection from falls, especially when learning!

 

Are Rookie Skates Vegan?

The following styles are vegan; Harmony, Legacy, Magic, Fever, Rosa, Bubblegum, Artistic, Rainbow, Blossom and Passion. All our product details are in the description found on the product page and this section will outline whether they are vegan friendly or not!

 

What is the maximum weight limit for Rookie Skates?

We recommend a maximum weight limit of 100KG for all of our skates.

I have a warranty related question, who should I ask?

In a warranty related situation your first point of contact should be the place of purchase. For all purchases made on this Rookie website, please contact us at customercare@rookieskates.com . If your order was placed online or in store with another retailer, you will need to go back to them as the first point of contact. The store can pass on the details of the claim to us and we can advise of a suitable solution.

 

I have a technical question, who should I ask?

If you have a specific question relating to any of our products you can always contact us at customercare@rookieskates.com no matter how technical! We are here to help you.

 

My size shows 'Out of Stock'. How can I order?

Sizes that are displayed in the list with 'Out of Stock' are sold out. To see when your size might be back in stock, please contact us at customercare@rookieskates.com . Currently we do not offer back orders.

 

Sizing Guide?

Please click here to see our size guide. If you require further assistance, please contact us at customercare@rookieskates.com

What payment methods do you accept?

We currently accept PayPal, Visa, and Mastercard.

 

Did my card get charged?

When using a credit or debit card on our site(s), your financial institution may place a monetary hold on your account. This hold is usually released when the completed transaction is received by the bank, but the release of the hold may take several days, depending on your banks policies. Please check with your financial institution for more information.

 

How do I apply a discount toward my order?

At the top right of the page, you will see “BASKET”. Click on the link and then click “VIEW BASKET”. Once in the Basket, scroll down until you see "DISCOUNT CODE". Type your promo code in this field and click "APPLY COUPON". Once applied, if the promotion is valid you will see in a confirmation at the top of the screen in green writing. The discount code will now be applied at checkout.

 

My promo or discount code is not working?

We recommend that you check the valid through date to ensure that the promo code is still valid. Promo codes do not work in conjunction with other offers. If the promo code is still valid, please contact us at customercare@rookieskates.com for assistance.

 

Can I combine promo codes/offers?

No, promo codes are designated for one and only one order.

 

Can I expedite my shipping?

Currently we do not offer expedited shipping.

Can I cancel or change my order once it has been placed?

We pride ourselves in processing your order as quickly as possible. Orders are sent to the warehouse generally the same day. Once the order has been received by our warehouse we can no longer cancel or change an order. Please contact us at customercare@rookieskates.com as soon as you realise you need to make a change or cancel, and we will try to service this request.
Our customer service office hours are currently Monday to Friday between 9am – 5.30pm GMT. We always endeavour to reply to your enquiries as quickly as possible.

 

My order is wrong?

Whilst we take every step to ensure your order is 100%, occasionally mistakes can happen. If you have received an item that is faulty or incorrectly supplied, please contact our customer service team at customercare@rookieskates.com before returning your item.

 

I have received faulty goods?

If you believe your goods are faulty, please contact our customer service team at customercare@rookieskates.com before returning your item. Please include any information and images outlining any defects or damage.

 

Delivery issues?

If you are having trouble with your parcel not arriving as expected, please contact us at customercare@rookieskates.com with your order number and details of the issue you are having.

When will my order be shipped?

We aim to ship your order the same working day but during busy times this may not be the case. We always aim to process and ship your order as quickly as possible. Quoted shipping times are from shipping confirmation, not from when the order was placed. Please note we do not ship on the weekend or bank holidays. 

 

Delivery issues?

If you are having trouble with your parcel not arriving as expected, please contact us at customercare@rookieskates.com with your order number and details of the issue you are having.

 

How can track my order?

Please see your shipping confirmation email for a link with how to track your parcel. If you cannot find this information, please contact us at customercare@rookieskates.com with your order number and we will be able to provide you the latest shipping information.

 

How can I find out the status of my order?

For registered users, to track your order, please login, navigate to your order and view the ‘Order Shipments’ tab. You can also check the history of your orders and check the status. You can also click on the link from your shipping confirmation email.

 

I checked out as a Guest. Can I still track my order?

If you have an order you would like to track and you haven't registered, please contact us at customercare@rookieskates.com with your order number and we will be able to provide you the latest shipping information.

 

Can I order Internationally?

We are not currently shipping outside of UK or Europe. If you’re visiting our site from outside of the UK and Europe, please scroll over the Countries tab on rookieskates.com to find a retailer or distributor in your country.

I have a warranty related question, who should I ask?

In a warranty related situation your first point of contact should be the place of purchase. For all purchases made on this Rookie website, please contact us at customercare@rookieskates.com. If your order was placed online or in store with another retailer, you will need to go back to them as the first point of contact. The store can pass on the details of the claim to us and we can advise of a suitable solution.

 

What’s your return policy?

Please visit our Delivery and Returns page. Please note: Delivery times may be affected by the current Covid-19 Pandemic, please see the Covid-19 page for updates.

 

I have received faulty goods?

If you believe your goods are faulty, please contact our customer service team at customercare@rookieskates.com before returning your item. Please include any information and images outlining any defects or damage.

 

Can I swap my item for a different size?

Because our stock is constantly changing, we do not offer a traditional exchange service. Instead, please order replacements online in the usual way.  Once we receive your original items back in the warehouse, the usual returns process applies.

 

How long does a return take?

We aim to process all returns as quickly as possible. Once we have received and inspected your package, your return should be processed within 7 working days. Once processed, funds can take up to 5 working days to become visible, depending on your bank.

 

Can I return Rookie products purchased at another retailer?

Rookie is only able to accept return of orders placed directly through rookieskates.com. If you purchased your product elsewhere, please return it directly to that retailer.

 

Where can I return my item to?

Your return address will be based on your location, if you are based in the UK, please send your return to -

F.A.O Rookie Customer Service

C/O Shiner Ltd.
1700 Park Avenue,
Aztec West,
Bristol,
BS32 4UA.
United Kingdom.

 

If you are based in the EU, please send your return to -

F.A.O. Rookie Customer Service

C/O Shiner Ltd.
Riga 2,
Barendrecht,
South Holland 2993 LW.
Netherlands.

Please contact us at customercare@rookieskates.com with your order number if you are unsure.

How can I contact you?

You are welcome to contact us at any point for any general enquiries at customercare@rookieskates.com

OFFICE HOURS:

Our customer service office hours are currently Monday Friday 9am – 5.30pm GMT.
We always endeavour to reply to your enquiries as quickly as possible.

 

F.A.O Rookie Customer Service

C/O Shiner Ltd.
1700 Park Avenue,
Aztec West,
Bristol,
BS32 4UA.
United Kingdom.

 

If you don’t find the answer to your question here, please contact us at customercare@rookieskates.com and we will get back with you as soon as possible.