Ordering

When do I have to place my order?

If you place an order on our website before 5pm (UK Time) we will endeavour to dispatch your goods the same working day. Any orders placed after the 5pm deadline, or at weekends/bank holidays, will be dispatched the following working day.

Can I place a phone order?

Sorry, at this time, we are unable to process orders by phone.

How do I know you've received my order?

As soon as we receive your online order, we'll email you a confirmation to let you know we have it, and your order will be marked as “Awaiting Fulfilment”. We'll also send you an automated email to let you know that we've dispatched your order along with your tracking reference number - so you'll know when to expect it (depending on the delivery option you have chosen).

Can I amend my order?

Unfortunately, we are unable to amend your order, or change the delivery or payment method once the order has completed on our systems.

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Payment

What payment method can I use to make my purchase?

MotelRocks.com offer the following payment methods: Sage Pay, Visa, Maestro, Mastercard, and Pay Pal

How do I know my payment is secure?

Motel use Sage Pay, one of the world’s most trusted payment partners to take card payments. Our connection with Sage Pay is secure and encrypted to the highest of industry standards.

Sage Pay is working with visa and mastercard to make shopping online with a debit or credit card even safer, and to help protect your card against unauthorised use just like chip and pin.

If your bank or card issuer is already part of the chip and pin scheme, you will have already seen the Verified by Visa or Mastercard Secure page when shopping online. It helps eliminate unauthorised purchases and means that you can shop online with added security and peace of mind, and also the password entered by you is linked directly to your card, and not your computer.

Why might my credit card be rejected?

Your credit card may be refused for any of the following reasons:

  • The card may have expired. Check that your card is still valid.
  • You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorised purchase limit.
  • You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.
  • Our Bank sometimes ask us to check orders placed by requesting some additional information for verification. Orders are picked randomly as part of the Bank’s ongoing efforts to protect against fraud. In the event that additional card verification is needed, you will receive an email from us and a member of our Customer Care team will make contact with you for clarification.

Discount Codes

We do offer occasional discount codes to customers.

To use a promotional code offered to you, simply enter the unique code into the “discount code” box once you reach checkout.

All MotelRocks.com promotional codes are subject to Terms & Conditions, and sometimes have a minimum spend attached (excluding postage fee), and/or have expiry date applied.

All codes are created to be redeemed against full priced Motel product only (including Motel bags, and swimwear as well as Motel Vintage garments, Vintage bags).

Promotional codes cannot be used against other brands being sold on our website, items already discounted (i.e. sale items), or in conjunction with any other offer.

Motelrocks.com reserves the right to terminate, or withdraw a promotional code without prior notice.

Motelrocks.com reserve the right to terminate, or withdraw a promotional code without prior notice.

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Delivery

UK Customers

Where can I receive my order?

We are unable to deliver to P O Box addresses, shipping companies, or BFPO addresses.

We can deliver to your permanent residential address, or your place of work. If you choose to have your order delivered to you at your place of work, please ensure that there will be someone available to take receipt of the goods and sign for the parcel.

How much do I pay for delivery service, and how long will it take for my parcel to arrive?

Royal Mail Tracked Service (second class) – Deliveries are usually made within 2 - 5 working days after dispatch (this is not a guaranteed delivery service). The cost of this Tracked Service is £2.95, or FREE on orders over £50.

Next Day Delivery – Next Day Delivery is available to most areas within the UK (excluding the Highlands, Channel Islands, Isle of Man and Northern Ireland). If you place an order on our website before 5pm we will endeavour to dispatch your goods the same working day, and the parcel will be delivered the following working day. Please note Next Day Delivery Service is not available at weekends or bank holidays, if you do require a Saturday Delivery please select this option at checkout. Any orders placed after the 5pm deadline, or at weekends and bank holidays, will be dispatched the following working day. The cost of UK Next Day delivery is £6.95.

UK Recorded Saturday Delivery – Saturday Delivery is available to most areas within the UK (excluding the Highlands, Channel Islands, Isle of Man and Northern Ireland). If you place an order on our website on Friday before 5pm we will endeavour to dispatch your goods the same working day, and the parcel will be delivered by Royal Mail by Special Delivery on Saturday morning. Any orders placed after the 5pm deadline, or at weekends and bank holidays, will be dispatched the following working day. The cost of UK Saturday Delivery is £6.95

Republic of Ireland – Deliveries are usually made within 3 – 5 working days after dispatch. The cost of Deliveries to the Republic of Ireland is £7.95.

How will I know that my order is on its way to me?

As soon as your order is dispatched from our warehouse, you will receive an email to confirm that it is on its way.

Can I track my order?

We understand that it is important for you to receive your order as quickly as possible, we therefore use a large network of couriers, as well as Royal Mail, to deliver goods all over the World.

We will select a delivery service we believe will deliver your order for you in the quickest time possible.

What will happen if I am not at home at the time of delivery?

Parcels cannot be left in a safe place as a proof of delivery signature is required. In the event that there is no-one available to sign for the parcel, please do not worry, your postal service will leave a card to let you know that they have attempted delivery with details of what to do next.

Customers in the USA

Where can I receive my order?

We can deliver to your permanent residential address, or your place of work. If you choose to have your order delivered to you at your place of work, please ensure that there will be someone available to take receipt of the goods and sign for the parcel.

We are unable to deliver to P O Box addresses, shipping companies or BFPO addresses.

How much do I pay for delivery service, and how long will it take for my parcel to arrive?

Deliveries in the USA are usually made within 5 - 10 working days from the date of dispatch from warehouse in the UK.

Shipping to customers in the USA is $10.95.

What happens if I want to order more than 5 items?

Shipping rates for many larger orders may be subject to an additional shipping fee, quotes will be calculated individually, and a further payment will be taken upon your acceptance of the quoted fee.

To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

If I need my order in a hurry, is this possible?

Unfortunately express shipping is not currently available although this is something that we are looking in to for the future.

Will I have to pay any other shipping costs if I live outside of the UK?

Any Customs or import duties are charged once the parcel reaches its destination Country. These charges (if any) must be paid by the recipient of the parcel.

Unfortunately, we have no control over charges imposed in individual Countries, and cannot predict what these may be. Customs policies vary from Country to Country; if you have any concerns at all, then you should contact your local Customs office.

How will I know that my order is on its way to me?

As soon as your order is dispatched from our warehouse, you will receive an email to confirm that it is on its way.

Can I track my order?

We understand that it is important for you to receive your order as quickly as possible, we therefore use a large network of couriers to deliver goods all over the World.

We will select a delivery service we believe will deliver your order for you in the quickest time possible via USPS.

What will happen if I am not at home at the time of delivery?

Please note, parcels cannot be left in a safe place as a proof of delivery signature is required. In the event that there is no-one available to sign for the parcel, please do not worry, your USPS will leave a card to let you know that they have attempted delivery with details of what to do next.

Customers in Europe and Rest of the World

Where can I receive my order?

We can deliver to your permanent residential address, or your place of work. If you choose to have your order delivered to you at your place of work, please ensure that there will be someone available to take receipt of the goods and sign for the parcel.

We are unable to deliver to P O Box addresses, shipping companies or Armed Forces addresses.

Which Countries do you ship to?

We can ship to virtually anywhere in the World

Find out more about our Serviced Countries

How much do I pay for delivery service, and how long will it take for my parcel to arrive?

Europe - Deliveries are usually made within 5 - 10 working days. The Standard cost for European Deliveries is €7.95.

Australia – Deliveries to Australia are usually made within 10 - 15 working days from the date of dispatch. The cost of this service is 12.95.  

Rest of the World – Deliveries to countries outside of the EU are usually made within 10 - 15 working days from the date of dispatch. The cost of this service is dependent upon the number of items purchased:

  • 1 – 3 items - £9.95
  • 4 – 5 items - £12.95

What happens if I want to order more than 5 items?

Shipping rates for many larger orders may be subject to an additional shipping fee, quotes will be calculated individually, and a further payment will be taken upon your acceptance of the quoted fee.

To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

If I need my order in a hurry, is this possible?

Unfortunately express shipping is not currently available although this is something that we are looking in to for the future.

Will I have to pay any other shipping costs if I live outside of the UK?

Any Customs or import duties are charged once the parcel reaches its destination CountryUnfortunately, we have no control over charges imposed in individual Countries, and cannot predict what these may be. Customs policies vary from Country to Country; if you have any concerns at all, then you should contact your local Customs office.

How will I know that my order is on its way to me?

As soon as your order is dispatched from our warehouse, you will receive an email to confirm that it is on its way. You will also receive confirmation of your Tracking Reference Number.

Can I track my order?

We understand that it is important for you to receive your order as quickly as possible, we therefore use a large network of couriers to deliver goods all over the World.

We will select a delivery service we believe will deliver your order for you in the quickest time possible.

What will happen if I am not at home at the time of delivery?

Please note, parcels cannot be left in a safe place as a proof of delivery signature is required. In the event that there is no-one available to sign for the parcel, please do not worry, your postal service will leave a card to let you know that they have attempted delivery with details of what to do next.

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Returns

UK Customers

How do I return an item?

In the unlikely event that you're not entirely satisfied with your purchase, you can simply return the item(s) to us within 14 days of the date receipt, in its original, saleable condition, with all labels and tags attached.

All you need to do is complete the Returns Form included within your parcel. Please make sure that you have written your order number on the returns form & enclose it inside your return parcel;we are unable to process a return without this.

Items packaged in a box, e.g. footwear, must be returned inside the packaging it was delivered in for protection. Please do not apply the Returns Label directly to the product packaging.

All goods remain your responsibility until they reach our warehouse, so please make sure that the parcel is packed properly before return.

Once your parcel is ready for return, pop it along to The Post Office where it will be scanned by Royal Mail, and you will be given a proof of posting receipt which you must keep hold of.

You will be able to track the return of your parcel by visiting www.royalmail.com/trackandtrace and enter the barcode from your proof of posting receipt.

Note: When trying on items of clothing, please ensure that you are not wearing make-up, self tan, perfume or deodorant which may leave a scent or stain the fabric.

All goods are inspected upon return.

In the event that an item is returned to us in an unsuitable condition, or if the order is outside of the 14 day returns period, it will be rejected by warehouse and returned to you.

If you have lost your returns form, you can download a new one here.

How long do I have to return an item?

Under the UK Consumer Protection (Distant Selling) Regulations 2000 you have the right to cancel your order within 7 working days following the receipt of your goods. You must inform us of your wish to cancel in writing within 7 working days and you must take reasonable care of the item(s) and not use them prior to return. You must return the item(s) to us in their original packaging, with all tags and labels attached as soon as possible after informing us of your wish to cancel.

Can I return swimwear?

Swimwear can only be returned with the original hygiene strip in place. We politely request that underwear is always worn whilst trying on swimwear.

Can I return Jewellery?

For hygiene reasons, we are unable to accept returns on earrings.

Can I return shoes?

When trying on shoes, please do so inside to avoid marking the shoes. We are unable to accept shoes which have been worn outside.

Can I return tights?

Tights can only be returned in their original packaging, and in good condition.

Can I return Nail Polish/Nail Art Pens/False Lashes/Cosmetics?

For hygiene reasons we are unable to accept returns for the above, unless deemed faulty.

Can I exchange rather than a refund?

Unfortunately, we are unable to offer exchanges, and you will need to place a new order on the MotelRocks.com website, returning the original item for a refund.

What if I receive a faulty garment?

We hope you never receive a faulty item, but if you do we would like to rectify this for you as soon as possible. Please follow the returns procedure above, clearly stating the fault. Upon receipt the garment will be inspected by our inhouse quality control team, and a replacement item will be shipped out to you without delay.

The item I have received looks different to the picture online?

Any pictures, descriptions or advertising we use on our website are published solely to provide you with an approximate idea of the products they describe. Our design team reserve the right to make changes in specification to any of the garments advertised which do not materially affect their quality or performance.

I have received an incorrect item in my order?

If you have received an incorrect product in your order please contact customerservice@motelrocks.com and our customer care team will rectify this for you as quickly as possible.

The price has changed since I ordered, can I get a refund?

MotelRocks.com reserve the right to change prices in response to fashion trends, stock, promotions, and demand from the customer. In this case we will not refund the difference.

Can I return items purchased with a Gift Certificate?

Your right to return an item is exactly the same regardless of whether you purchased with a Gift Certificate.

If you paid for the whole order with a Gift Certificate, you will be refunded by way of Store Credit to your MotelRocks.com account.

If you paid with a combination of Gift Certificate and debit/credit card, we’ll refund the additional payment straight back to the debit/credit card used, and add back the Gift Certificate value in Store Credit to your MotelRocks.com account.

We are unable to offer a cash alternative for Gift Certificates purchased.

What happens if I’m outside of the returns period?

Please contact Customer care by either ringing 0800 195 8589, or emailing customerservice@moterocks.com

Do I have to pay anything to return my items?

Returns for UK customers are free of charge, providing you follow the returns procedure.

How will I know that you have received my returned parcel?

We will notify you by email once we've received and processed the returned item(s).

How will I receive my refund?

Once the return has been approved, you will receive your refund via the same means used to make your purchase.

When will I receive my refund?

Once the return has been approved (the items have to be in perfect condition and labels must be intact). We aim to process your refund as soon as possible after receipt. Timescales for processing payments back to your debit/credit card always depend on your bank/building society, and we cannot influence timescales imposed by them.

Why doesn’t my refund include the delivery charge?

We will usually refund the price you have paid for the returned garment, but not the delivery charge except in cases where the entire order was cancelled in writing within 7 days under the UK Distant Selling Regulations, or the entire order was faulty.

What should I do if the refund amount is incorrect?

Sadly mistakes can happen. If you think the refund amount is incorrect, please contact customerservice@motelrocks.com , and we will solve the problem as quickly as possible.

Customers in the USA

How do I return an item?

In the unlikely event that you're not entirely satisfied with your purchase, you can simply return the items to us within 28 days of the date of order, in its original, saleable condition, with all labels and tags attached.

All you need to do is complete the Returns Form included within your parcel. Please make sure that you have written your order number on the returns form; we are unable to process a return without this.

Once you have completed the Returns Form, please affix the Returns Address to the front of your parcel, and place the remainder of the form inside the parcel with the goods to be returned.

Items packaged in a box, e.g. footwear, must be returned inside the packaging it was delivered in for protection. Please do not affix a Returns Address label directly to the product packaging.

All goods remain your responsibility until they reach our warehouse, so please make sure that the parcel is packed properly before return. Please ask your postal service for a proof of posting receipt which you must keep hold of, as this is your proof of return.

Note: When trying on items of clothing, please ensure that you are not wearing make-up, self tan, perfume or deodorant which may leave a scent or stain the fabric.

All goods are inspected upon return.

In the event that an item is returned to us in an unsuitable condition, or if the order is outside of the 28 day returns period, it will be rejected by warehouse and returned to you.

Do I have to pay anything to return my items?

We are unable to offer a free returns for overseas customers. You will therefore have to pay your local postal service to return an item to us in the UK.

Can I return swimwear?

Swimwear can only be returned with the original hygiene strip in place. We politely request that underwear is always worn whilst trying on swimwear.

Can I return Jewellery?

For hygiene reasons, we are unable to accept returns on earrings.

Can I return shoes?

When trying on shoes, please do so inside to avoid marking the shoes. We are unable to accept shoes which have been worn outside.

Can I return tights?

Tights can only be returned in their original packaging, and in good condition.

Can I return Nail Polish/Nail Art Pens/False Lashes/Cosmetics?

For hygiene reasons we are unable to accept returns for the above, unless deemed faulty.

Can I exchange rather than a refund?

Unfortunately, we are unable to offer exchanges, and you will need to place a new order on the MotelRocks.com website, returning the original item for a refund.

What if I receive a faulty garment?

We hope you never receive a faulty item, but if you do we would like to rectify this for you as soon as possible. Please follow the returns procedure above, clearly stating the fault. Upon receipt the garment will be inspected by our inhouse quality control team, and a replacement item will be shipped out to you without delay.

The item I have received looks different to the picture online?

Any pictures, descriptions or advertising we use on our website are published solely to provide you with an approximate idea of the products they describe. Our design team reserve the right to make changes in specification to any of the garments advertised which do not materially affect their quality or performance.

I have received an incorrect item in my order?

If you have received an incorrect product in your order please contact customerservice@motelrocks.com and our customer care team will rectify this for you as quickly as possible.

The price has changed since I ordered, can I get a refund?

MotelRocks.com reserve the right to change prices in response to fashion trends, stock, promotions, and demand from the customer. In this case we will not refund the difference.

Can I return items purchased with a Gift Certificate?

Your right to return an item is exactly the same regardless of whether you purchased with a Gift Certificate.

If you paid for the whole order with a Gift Certificate, you will be refunded by way of Store Credit to your MotelRocks.com account.

If you paid with a combination of Gift Certificate and debit/credit card, we’ll refund the additional payment straight back to the debit/credit card used, and also add back the Gift Certificate value in Store Credit to your MotelRocks.com account.

We are unable to offer a cash alternative for Gift Certificates purchased.

How will I know that you have received my returned parcel?

We will notify you by email once we've received and processed the returned item(s). Please be aware it may take up to 28 days for a return to reach us depending on where in the USA you are, and which postal service you use.

How will I receive my refund?

Once the return has been approved, you will receive your refund via the same means used to make your purchase.

When will I receive my refund?

Once the return has been approved (the items have to be in perfect condition and labels must be intact) We aim to process your refund as soon as possible after receipt. Timescales for processing payments back to your debit/credit card always depend on your bank/building society, and we cannot influence timescales imposed by them. However, we would anticipate that funds should be paid into your account by your bank with 7 – 10 working days.

What should I do if the refund amount is incorrect?

Sadly mistakes can happen. If you think the refund amount is incorrect, please Contact customerservice@motelrocks.com , and we will solve the problem as quickly as possible.

Customers in Europe and Rest of the World

How do I return an item?

In the unlikely event that you're not entirely satisfied with your purchase, you can simply return the items to us within 28 days of the date of order, in its original, saleable condition, with all labels and tags attached.

All you need to do is complete the Returns Form included within your parcel. Please make sure that you have written your order number on the returns form; we are unable to process a return without this.

Once you have completed the Returns Form, please affix the Returns Address to the front of your parcel, and place the remainder of the form inside the parcel with the goods to be returned.

Items packaged in a box, e.g. footwear, must be returned inside the packaging it was delivered in for protection. Please do not affix a Returns Address label directly to the product packaging.

All goods remain your responsibility until they reach our warehouse, so please make sure that the parcel is packed properly before return. Please ask your postal service for a proof of posting receipt which you must keep hold of, as this is your proof of return.

Note: When trying on items of clothing, please ensure that you are not wearing make-up, self tan, perfume or deodorant which may leave a scent or stain the fabric.

All goods are inspected upon return.

In the event that an item is returned to us in an unsuitable condition, or if the order is outside of the 28 day returns period, it will be rejected by warehouse and returned to you.

Do I have to pay anything to return my items?

We are unable to offer a free returns for overseas customers. You will therefore have to pay your local postal service to return and item to us in the UK.

Can I return swimwear?

Swimwear can only be returned with the original hygiene strip in place. We politely request that underwear is always worn whilst trying on swimwear.

Can I return Jewellery?

For hygiene reasons, we are unable to accept returns on earrings.

Can I return shoes?

When trying on shoes, please do so inside to avoid marking the shoes. We are unable to accept shoes which have been worn outside.

Can I return tights?

Tights can only be returned in their original packaging, and in good condition.

Can I return Nail Polish/Nail Art Pens/False Lashes/Cosmetics?

For hygiene reasons we are unable to accept returns for the above, unless deemed faulty.

Can I exchange rather than a refund?

Unfortunately, we are unable to offer exchanges, and you will need to place a new order on the MotelRocks.com website, returning the original item for a refund.

What if I receive a faulty garment?

We hope you never receive a faulty item, but if you do we would like to rectify this for you as soon as possible. Please follow the returns procedure above, clearly stating the fault. Upon receipt the garment will be inspected by our inhouse quality control team, and a replacement item will be shipped out to you without delay.

The item I have received looks different to the picture online?

Any pictures, descriptions or advertising we use on our website are published solely to provide you with an approximate idea of the products they describe. Our design team reserve the right to make changes in specification to any of the garments advertised which do not materially affect their quality or performance.

I have received an incorrect item in my order?

If you have received an incorrect product in your order please contact customerservice@motelrocks.com and our customer care team will rectify this for you as quickly as possible.

The price has changed since I ordered, can I get a refund?

MotelRocks.com reserve the right to change prices in response to fashion trends, stock, promotions, and demand from the customer. In this case we will not refund the difference.

Can I return items purchased with a Gift Certificate?

Your right to return an item is exactly the same regardless of whether you purchased with a Gift Certificate.

If you paid for the whole order with a Gift Certificate, you will be refunded by way of Store Credit to your MotelRocks.com account.

If you paid with a combination of Gift Certificate and debit/credit card, we’ll refund the additional payment straight back to the debit/credit card used, and also add back the Gift Certificate value in Store Credit to your MotelRocks.com account.

We are unable to offer a cash alternative for Gift Certificates purchased.

How will I know that you have received my returned parcel?

We will notify you by email once we've received and processed the returned item(s). Please be aware it may take up to 28 days for a return to reach us depending on where in the World you are, and which postal service you use.

How will I receive my refund?

Once the return has been approved, you will receive your refund via the same means used to make your purchase.

When will I receive my refund?

Once the return has been approved (the items have to be in perfect condition and labels must be intact) We aim to process your refund as soon as possible after receipt. Timescales for processing payments back to your debit/credit card always depend on your bank/building society, and we cannot influence timescales imposed by them. However, we would anticipate that funds should be paid into your account by your bank with 7 – 10 working days.

What should I do if the refund amount is incorrect?

Sadly mistakes can happen. If you think the refund amount is incorrect, please contact customerservice@motelrocks.com , and we will solve the problem as quickly as possible.

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Store Credit

In certain circumstances we will still accept your returned parcel into warehouse even if you are outside of the returns period. However, in this case you will not be eligible for a refund, but instead we will add store credit directly to your MotelRocks.com account. Store credit doesn’t have an expiry date, and will remain on your account until such a time as you are ready to log in and order from us again.

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Our Commitment to You

We understand that fulfilling your order is the most important thing we have to do. If something goes wrong, and it sometimes does, then fixing it quickly becomes a priority, and we will do all that we can to help you.

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Technology

Which internet browsers should I use to view the Motel web page correctly?

The MotelRocks website is optimised for viewing in Microsoft Internet Explorer 8 or above, Mozilla Firefox 3.5 or above, Google Chrome 6 and Safari 5 or above. Although we would strongly recommend that the website is viewed in the latest versions of Google Chrome or Mozilla Firefox to get the best possible experience.

Our website is mobile-friendly, and you now are able to make your purchase via iOS/Android devices.

What screen resolution do I need?

1.024 in width x 768 in height and above.

Is it safe to shop on MotelRocks online?

Yes. You can shop with total peace of mind as we make every effort to ensure we have the resources that guarantee the security of your purchases and details.

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