We use cookies to make your experience better. To comply with the new e-Privacy directive, we need to ask for your consent to set the cookies. Learn more.
Returns & Refunds
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.
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.
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.
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.
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.
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.
Delivery
We currently ship to the following countries:
Austria, Belgium, Czechia*, Denmark, Finland, France, Germany, Greece**, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland*, Portugal*, Slovakia, Spain, Sweden, Switzerland** and the United Kingdom.
* The standard shipping rate for Czechia, Poland, Portugal and Slovakia is €14.99. The standard shipping rate for Greece and Switzerland is €39.99 - we do not offer free shipping to these territories currently.
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.
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.
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.
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.
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.
If you are haven't received a confirmation email, please contact us at customercare@rookieskates.com with your order number and details of the issue you are having.
Because our stock is constantly changing, we do not offer a traditional exchange service. Instead, a new order should be placed and the old order returned for a refund. Once we receive your original items back in the warehouse, the usual returns process applies.
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.
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.
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.
Product & Stock
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.
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.
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.
Please click here to see our size guide. If you require further assistance, please contact us at customercare@rookieskates.com
Payment & Promotions
We currently accept Visa & Mastercard.
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.
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.
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.
No, promo codes are designated for one and only one order.
Currently we do not offer expedited shipping.