Frequently Asked Questions

Shopping online

I am receiving an error message, what should I do?

If you see a page stating “Unfortunately an error has occurred“ do not worry, just continue to shop. If it occurs again click the refresh button on your browser window or go back to the Homepage. If you are still having problems, please contact us and provide as much detail as possible.

Why isn't my size available online?

Our stock availability is automatically refreshed on the website every 15 minutes and we always try to show the most accurate colours and sizes available. Occasionally, when a product is popular or during sale and special offer periods, it is possible for a number of customers to place orders for the last item at the same time. We're working on our availability systems to try and prevent this in the future. If there are any problems with an order you place, we will contact you by phone or email.

What if I forget my password?

From the My Account sign in page, click the 'forgotten password' link and enter your email address. We'll then send you a new password. Once you've got your new password, enter it on the sign in page and from ‘My Account’ you can change the password to one you'll easily remember.

Do you deliver overseas?

Yes, we do provide international shipping, using Royal Mail's AirSure service. Shipping by alternative courier services can be provided on request.

How do I return an item I ordered online?

See our refund policy for full details. As long as the item is unused and in the original packaging, you can return it by post. Please note that delivery charges are not refunded.

How do I update my personal information?

Sign in to My Account to access and amend your personal details.

What are Spoof/false emails?

Spoof or false emails are mails claiming to be from well-known companies which attempt to get the recipient to hand over sensitive information such as, account, credit card or bank details. These emails attempt to copy the appearance of a popular website or company in order to commit identity fraud. We will never ask for a customer to confirm any account or credit card details via email. If you do receive an email claiming to be from homme-rock.com asking you to do so, please ignore it and do not respond. If you think you've received one of these emails, or want to report one please forward it to customer.care@homme-rock.com.

How can I stop homme rock emails going into my spam folder?

To prevent you receiving unwanted spam email, some Internet Service Providers (ISP's) block messages from senders whose email addresses are not in the recipient's Address Book or on their Safe Senders List.

To ensure your homme rock messages reach you in the future please add shop@homme-rock.com to your Address Book or Safe Senders List.

We have provided instructions for the most commonly used ISP's:

Hotmail
Once signed in, select the "Contacts" tab.
Click on "Safe List"
Type shop@homme-rock.com in the "type an address or domain name:" box

MSN
Click on "Settings: E-mail | Junk e-mail at the bottom left hand of your Inbox
Click on the link "Junk e-mail Guard"
Click on "Safe List"
Type shop@homme-rock.com into the box and click "Add"

AOL
Click on "Address Book" from the "Mail Options" dropdown box
Click on the "Add" icon
Type shop@homme-rock.com into the "Screen Name" box and click "Save"

GMail
From your Gmail inbox, open the homme rock email you have received
Click on "More Options"
Click on "Add sender to contacts"