customer care

For inquiries about our products, collaborations, order status, or any additional information, as well as to share your feedback, please use the contact form below. Our response time is within 24 to 48 hours. You can also reach us directly via email at info@rockandride.store.

We look forward to connecting with you!

Returns

Products purchased from Rock x Ride can be returned within 14 days for a refund. Items must be unworn, clean, with tags attached, and in their original packaging. Returns must be sent at the customer's expense. In case of a return, contact us via our contact form or via info@rockandride.store.

Exchanges

A direct exchange is not possible. If you need a different item, please return your original purchase for a refund and place a new order.

Refund Process

Refunds will be issued using the same payment method as the original purchase. We aim to process refunds as quickly as possible. Usually, the money will be available in your account within one to ten working days after we receive your return.

Warranty

All Rock x Ride products come with a 2-year warranty from the date of purchase, covering defects in fabric, workmanship, and manufacturing errors. However, our warranty does not cover damage caused by crashes, improper care, normal wear and tear, or the natural fading of materials and colours over time and with use.

Italy

Rock x Ride offers free shipping in Italy for orders over €200.

For orders below this amount, shipping costs of up to €7 apply. Delivery to Norway usually takes around 3 to 5 business days.

EU

Rock x Ride offers free shipping in the EU for orders over €350.

For orders below this amount, shipping costs of up to €20 apply. Delivery to Norway usually takes around 3 to 5 business days.

Norway, Liechtenstein and Island

Rock x Ride offers free shipping to Norway for orders over €400.

For orders below this amount, shipping costs of up to €46 apply. Delivery to Norway usually takes around 5 to 7 business days.

Switzerland

Rock x Ride offers free shipping to Switzerland for orders over €400.

For orders below this amount, shipping costs of up to €46 apply. Delivery to Switzerland usually takes around 5 to 7 business days.

United States and Canada

Rock x Ride offers free shipping to the USA and Canada for orders over €400.

For orders below this amount, shipping costs of up to €43 apply. Delivery to the USA and Canada usually takes around 7 to 10 business days.

United Kingdom

Rock x Ride offers free shipping to the United Kingdom for orders over €350.

For orders below this amount, shipping costs of up to €20 apply. Delivery to the United Kingdom usually takes around 5 to 7 business days.

Rest of the World

Rock x Ride offers free shipping worldwide for orders over €400.

For orders below this amount, shipping costs of up to €50 apply. Delivery times for international shipments vary by destination and usually take around 7 to 10 business days.

All shipments include VAT and customs duties in the final price at checkout, ensuring that all duties, taxes, and fees are covered — except for shipments to the USA.
In rare cases, additional import charges may be applied upon delivery.

Effective from April 1, 2025

These Terms & Conditions govern purchases made on rockanride.store. By making a purchase, you agree to these Terms.

Prices & Import Duties

All prices on the Website include VAT but exclude shipping costs.
Local import duties may apply based on your country of residence. These must be paid by you as the customer.
If you reject a parcel due to import duties, the package will be returned to us, and we reserve the right to deduct a fee for shipping and administrative costs.
The total price, including VAT and shipping, will be displayed at checkout.

Order Confirmation

When you place an order, you will receive an email receipt confirming that we have received it.
A separate order confirmation will follow once we ship out your order.
If there is an obvious pricing or product description error, we reserve the right to cancel the order and notify you via email.

Payment Methods

We accept the following payment methods:

Apple Pay
Google Pay
PayPal
Visa
Mastercard
Maestro
Amex
ChinaUnionPay
Jcb
Diners
Discover
Electron

Payments are processed securely via SSL encryption, and we do not store credit card details.

Shipping & Delivery

We offer worldwide shipping through trusted carriers such as DHL, UPS, and FedEx.

Estimated Delivery Times:

EU & Italy: 3-5 business days
Norway & Switzerland: 5-7 business days
USA & Canada: 7-10 business days
UK: 5-7 business days
Rest of the World: 7-10 business days

Shipping costs vary based on destination and are displayed at checkout.

Returns & Exchanges

You may return products within 14 days for a refund, provided they are:

Unworn, clean, with tags attached, and in the original packaging.
Returns must be shipped at your expense.
To initiate a return, contact us at info@rockanride.store or via our contact form.

We do not offer direct exchanges. If you need a different size or item, please return your order and place a new order.

Refund Process:

Refunds will be issued using the same payment method as the original purchase.
Processing times may take 1-10 business days after we receive your return.

Crash Replacement Policy

We offer a Crash Replacement Service, providing a 30% discount on a replacement kit if your kit is damaged in a crash.

Conditions:

The damaged kit must have been purchased from rockanride.store within the last 12 months.
This service does not apply to discounted products.
If the item is out of stock, we may offer a similar replacement.

To apply, email info@rockanride.store with:

Photos of the damaged product.
Order number or invoice as proof of purchase.

Warranty

All Rock x Ride products come with a 2-year warranty from the date of purchase. This warranty covers:

Defects in fabric, workmanship, and manufacturing errors.

Exclusions:

Damage caused by crashes, improper care, normal wear and tear, or fading of materials over time.

To submit a warranty claim, contact us at info@rockanride.store.

Liability

Rock x Ride is liable for product defects in accordance with Italian and EU consumer protection laws.
We are not responsible for any indirect damages, including lost profits or business interruptions.

Data Privacy

We collect personal data necessary for processing orders and improving customer service.
For further details, please refer to our Privacy Policy.

Complaints

If you have a complaint, you may contact us at info@rockanride.store.

Crash Replacement Service

Rock x Ride offers a Crash Replacement Service. If your kit gets damaged in a crash, you can receive a 30% discount on a replacement kit.

Requirements

The damaged kit must have been purchased from rockandride.store within the last year.
This service does not apply to items bought at a reduced price.
If the product is out of stock, a similar item will be considered as a replacement.

How to Apply

Clear images of the damaged product.
Your order number or invoice as proof of purchase.

Effective from April 1, 2025

This Privacy Policy ("Policy") explains how Rock x Ride ("Rock x Ride", "we", "our", "us") collects, uses, and safeguards personal data when interacting with rockanride.store, our social media channels, and other means of communication (collectively referred to as "Digital Services").

Data Controller

Rock x Ride is an Italian brand specializing in contemporary technical cycling apparel, headquartered in Rasun - Anterselva (BZ), Italy. We are registered in Italy under company registration number -----.

We take your privacy seriously. Any personal data you provide while using our Digital Services will be processed responsibly and in accordance with this Policy.

We may update this Policy from time to time. We recommend reviewing this page periodically for any updates. If there are substantial changes, we will inform you via email, if you have provided your contact details.

Data Collection and Processing

We collect and process personal data when you use our Digital Services, as outlined below:

Purchases

To process your order and ensure successful delivery, we collect the following data:

Full name
Email address
Billing details
Shipping address (if different from billing details)
Phone number (for notifications and order updates)

Legal Basis: Data processing is necessary for contract fulfillment under Article 6(1)(b) of the GDPR and Article 6(1)(b) of the Italian Legislative Decree No. 196/2003 (Codice della Privacy), ensuring compliance with national data protection regulations.

Retention Period: Personal data related to purchases will be retained for two years to comply with the legal warranty period under Italian law. Bookkeeping data will be stored for ten years, in accordance with Italian accounting regulations.

Customer Account

Our customer platform allows you to register and stay informed about:

Your order history

We collect:

Full name
Email address
Payment methods
Your order address

Legal Basis: Processing is necessary for contract performance under Article 6(1)(b) of GDPR.

Retention Period: Your profile data is retained as long as your account remains active. After deletion, we store the data for six months. Purchase history will be retained for two years.

Browsing and Cookies

When you visit our website, we collect data via cookies. Further details are available in our Cookie Policy.

Legal Basis: Consent-based processing in compliance with ePrivacy regulations.

Analytics and Statistics

We analyze purchase patterns, returns, and aggregated data to optimize our product offerings and marketing strategies.

Legal Basis: Legitimate interest under Article 6(1)(f) of GDPR and Article 24 of the Italian Legislative Decree No. 196/2003 (Codice della Privacy).

Contacting Us

If you reach out via phone, email, or by visiting our store, we process your contact details and message content.

Retention Period: Data will be deleted 24 months after the last communication unless required for legal reasons.

Newsletter Subscription

We process your personal data to send newsletters if you subscribe via our website.

Collected data:

Email address
IP address for location segmentation

Legal Basis: Consent-based processing under Article 6(1)(a) of GDPR and Article 130 of the Italian Privacy Code (D.Lgs. 196/2003).

You can unsubscribe at any time via the link in the email.

Social Media Interaction

When you interact with us on social media (e.g., Instagram, YouTube, Facebook), we may collect data about your engagement (e.g., likes, comments, shares).

Legal Basis: Legitimate interest under Article 6(1)(f) of GDPR and Article 24 of the Italian Legislative Decree No. 196/2003 (Codice della Privacy), ensuring compliance with Italian national data protection regulations.

Security Measures

We implement technical and organizational measures to safeguard personal data. However, data transmission over the Internet is not entirely secure, and interactions are at your own risk.

Your Rights

Under GDPR and the Italian Legislative Decree No. 196/2003 (Codice della Privacy), you have the right to:

Access your data
Correct inaccurate data
Request data deletion
Restrict processing
Object to data processing
Data portability
Not be subject to automated decision-making