Return or exchange policies

We would like to take the time to thank each and every one of you for purchasing from us! 

Sometimes you aren't satisfied with your order, and that's ok! We understand and are here to help.

We currently offer exchange or store credit only (restrictions apply).

We are not able to do any form of refunds at this time.

Please continue reading below for more information.

If you have any questions regarding our policies, feel free to give us a call at (323) 462-7758 or e-mail us at rocktownhollywood@gmail.com

We ask that you use our contact form to initiate your return or exchange. We will not accept returns or exchanges unless you have contacted us prior to sending the items back.

Please note that when returning or exchanging any items, you are responsible for all shipping costs to and from Rock Town.

All returns must be postmarked within 7 days of the original purchase date. We can replace, exchange, or offer store credit if the items are in the condition that you received them in. This means the items must be unworn, untampered with, clean and undamaged. All original tags and labels must be attached. (if applicable)

RETURNS AND EXCHANGES: STORE CREDIT

If you prefer to receive store credit, after the return has been received, inspected and cleared, you will be given a store credit for the value of the return. Store credit can be given to you in the form of a physical or e-gift card, gift receipt, or e-mail. You will not receive credit for postage paid. Rock Town is not responsible for paying return or exchange postage fees. Please note: credits in our system expire after 1 year of issued credit. 

If you prefer to receive an exchange or replacement, after the return has been received, inspected and cleared, we will exchange or replace the items. Rock Town is not responsible for any shipping costs when exchanging or replacing items. You will be sent a PayPal invoice for the shipping costs, which you must pay prior to us sending the exchange or replacement to you.

We will never accept returns or exchanges on any of the following items. This list includes, but is not limited to:

• Face masks
• Face protection gear
• Bandanas
• Lingerie
• Pantyhose
• Body jewelry of any kind (including necklaces, bracelets, leather bracelets, earrings, collars, gauntlets, or any other jewelry)
• Socks
• Hair products
  
  Additional non-refundable items include, but are not limited to:

• Gift cards
• Collectibles; if tags are missing, if product box has been opened or if box is damaged.

Exceptions will be made on the above if items became damaged during shipping, or if items prove to be defective. Contact us if any of your items are damaged or defective. We may ask that you send us pictures and video of these items. After our customer service team reviews and observes the items, a decision will be made and you will be contacted accordingly.

All sale items are final sale. Sale items can not be exchanged and store credit may not be received. No exceptions.

Please do not return an item without contacting us first. See section RETURNS AND EXCHANGES above for information on how to initiate a return for store credit, or exchange. Once you make contact with us and we establish that store credit or exchange is possible for you, please place items securely in box or poly bag, and make sure the label reads like the following:

Packages that are lost, stolen or delayed are not the responsibility of Rock Town or it's associates.

We ship and receive a lot of packages, and do not have the support system to monitor each package that is sent out to our customers. We ask that you please keep an eye on your packages whereabouts using the tracking number provided to you.

If your package is lost, stolen, or delayed, it is up to you to contact the shipping provider (i.e. USPS). Rock Town and it's associates will not contact the shipping provider for you. We ask that you contact them, follow the correct prompts and start a lost package claim. Rock Town will provide additional information if requested by the shipping provider.

We do not offer any form of refunds at this time. Store credit or exchanges only.

As always, if you have any questions, concerns or comments, please contact us using our contact form.

Additionally, you can give us a call or send us a direct e-mail at:

(323) 462-7558 or

rocktownhollywood@gmail.com