Shipping policy

Shipping policy

1. UK Shipping

Thank you for shopping at Rokid UK. We are committed to providing clear, reliable shipping information to keep your shopping experience smooth and enjoyable.

We offer home delivery services in the UK. Our fulfilment network includes shipping warehouses; your order will ship from the nearest warehouse with available inventory to minimise delivery time.

 

2. Shipping Costs & Delivery Times

Shipping costs are calculated based on your delivery address and will be displayed at checkout. Final shipping charges at checkout shall prevail.

 

Region	Shipping Method	Shipping Cost	Delivery Time*
European Union	Standard Shipping	£0.00	6-12 business days
United Kingdom	Standard Shipping	£0.00	6-12 business days
	Express Shipping	£30.00	3-6 business days

Note: 

Shipping Time = Order Processing Time + Transportation Time

Weekends and federal holidays may impact shipping speed; please consider these when placing your order.

 

3. Order Processing

Once you place your order, our team begins the following preparation process:

1. Order Verification — Confirm order details and payment

2. Inventory Check — Verify stock availability at the nearest warehouse

3. Quality Inspection — Each AI Smart Glasses unit undergoes a 6-step quality control check 

4. Secure Packaging — Your glasses are carefully packed in their original box with all accessories

5. Shipping — Handover to our carrier partner

You will receive a confirmation email once your order ships, including:

· Tracking number

· Carrier website link

 

4. Customs, Duties, and Taxes

Important Information for International Orders

Orders arriving in international destination countries may be subject to customs clearance procedures, which may cause further delays in delivery .

Scenario	Responsibility
Duties/taxes NOT charged at checkout	You are responsible for all customs duties, taxes, and brokerage charges

Please note: Rokid UK has no control over customs processes, and any additional fees imposed by your local customs agency are the sole responsibility of the customer.

For questions regarding potential customs charges, we recommend contacting your local customs office before placing your order.

 

5. Order Tracking

Once your order ships, you can track its status:

· Online Tracking Portal: https://gb.rokid.com/pages/order-track

· Carrier Website: Use the tracking number provided in your shipping confirmation email

· Email Updates: You will receive an order tracking email with shipment details

Tracking information typically becomes active within 48-72 hours after shipment.

 

6. Shipping Restrictions

Regional Exclusions

Due to local shipping regulations, we currently cannot ship to:

· U.S. territories

· PO Boxes and Military APO/FPO addresses

· War zones and regions of active conflict

Address Requirements

· No PO Boxes — A physical street address is required for delivery 

· Valid Phone Number — Required for customs clearance and carrier contact 

· Address in English — Please provide your shipping address in English to ensure accurate processing and delivery

 

7. Incorrect or Incomplete Address

It is your responsibility to provide accurate shipping information.

If you realize you've entered an incorrect address:

· Before order ships: Contact us immediately at uk@rokid.com to update your details. Please note that we cannot guarantee changes will be successful, as the order may already be in processing or have been shipped (even if the tracking number has not yet been uploaded).

· After order ships: We are unable to redirect packages once they've been processed and shipped

If a package is returned to us due to an incorrect address provided by you, we will contact you to arrange reshipment. Return shipping costs and reshipping fees will be your responsibility.

 

8. Lost or Damaged Parcels

Lost Parcels

If your tracking information shows "Lost" or "Missing" and delivery is significantly delayed:

1. Contact us at [uk@rokid.com] with your order number

2. We will initiate an investigation with the carrier

3. Resolution: If the carrier confirms the parcel is lost, we will either :

o Replace the item (free of charge)

o Issue a refund

Note: We strongly recommend using a trackable shipping method for all orders .

Damaged Parcels

If your package arrives damaged:

· Report within 10 days of receipt

· Email us with:

o Order number

o Photos of the damaged outer packaging

o Photos of the damaged product

· We will arrange a replacement or refund including return shipping

 

9. Prescription Lenses & Custom Orders

Orders containing prescription lenses or customised products require additional processing time :

Order Type	Processing Time
Standard AI Glasses	2-3 business days
With Prescription Lenses	7-11 business days (prescription validation + lens installation)
Custom/Fully Personalized	11-13 business days

Note: Express shipping options may not be available for prescription or custom orders .

 

10. Contact Us

If you have any questions about shipping or need assistance with your order:

Email: [uk@rokid.com]
Response Time: Within 24-48 hours (Monday-Friday)