Find the answers to the most frequently asked questions


We deliver to all of the UK and Europe. Shipping costs are calculated at checkout and depend on the destination country.

Yes, we do offer FREE shipping for orders of £75 and higher.

For orders under £75 we offer a low delivery fee based on the delivery method selected. For standard delivery the fee is £5.00, while Next Day delivery £7.50

All standard UK orders are sent via the Royal Mail Track & Trace Service and will be delivered to you within 3 - 5 working days. Next day shipping is by DPD or SHL and will use their tracking methods. For more details check out our Delivery Information.

You should receive a tracking number once your package ships.

Please note that there might be a slight interval between when we send you a tracking number and when the carrier updates the status online. Should you be experiencing problems with your tracking number please reach out to us at hello@rokalondon.com

We love to hear from our customers!

While you may reach out to our support team anytime, please note that our customer service might not answer outside of UK business hours

Support email: hello@rokalondon.com
Telephone: 020 4571 1934

Alternatively you can complete the form on our contact page.


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We are expecting some delays in orders being received in Northern Ireland as the new systems and processes are established. If your order is delayed for any reason, our carrier will contact you to confirm the delay and new estimated delivery time.

Customers ordering from an EU country

Order dispatch

Because of the Brexit transition, we are experiencing unexpected carrier delays when processing international orders. We are investigating this and hope to have this issue resolved soon.

As always, you will receive an email confirming when your order has been dispatched. We do apologise for the inconvenience and hope to be running fully and smoothly once again soon!

Customs & duty

Beginning 1st January 2021, orders from EU countries with an order value over €150 will be subject to import duty. Roka London pays all import taxes and duties on your behalf but we are aware that recently some of our customers have been contacted by our carrier partner, DPD, and asked to pay charges for the parcel to be delivered. That is an error relating to Brexit transition process changes and we are working with DPD to ensure they resolve it as quickly as possible.

In the meantime, if you are contacted by DPD and a duty payment is requested, then you will need to pay the charge to release the order for delivery. Please then contact us on 020 4571 6253 or hello@rokalondon.com with proof of your duty payment and sort a refund quickly. We do apologise for this inconvenience and thank you for your patience and continued support. 

Returning your item

Beginning 1st January 2021, returns from EU countries will be subject to UK VAT (20%) for goods valued at £22 or more and EU customers will now be required to complete customs declarations to import the goods into the UK. In addition, import duty may be payable on goods valued over £135. Roka London pays all import taxes and duties on your behalf. Please contact the customer services team at 020 4751 6253 or hello@rokalondon.com with proof of payment of duty and VAT and we will reimburse you. EU customers will continue to be responsible for paying carrier costs as per the existing return process.


At ROKA London we take pride in the quality and longevity of our products. It is our aim to give you a bag that you’re not only glad to have but excited to use. However, if for some reason you wish to return your ROKA bag here is our Return & Exchanges information.

We only accept returns purchased directly from this website, www.rokalondon.com – All products in need of attention purchased at a retailer must be taken back to the point of sale. 

All ROKA London products may be returned. We simply ask that you send your unused purchase back within 45 days of the receipt, in the original packaging with all of the tags still attached.

The fastest way to create a return is to use our online return portal form - you can access it here:


Please be sure to have your order number and postcode ready. You can use our pistage methods on the portal to retrun your purchase.

Refunds are processed within 3-5 business days of us receiving your return package.


Yes we do have gift cards as options. You can purchase gift cards with different values by following this gift card link.

If you have a Promo code you can enter it at the checkout stage of the purchase process. The Promo discount will be automatically calculated from the retail price.


Yes, all ROKA London bags are weather resistant and durable. All your belongings are safe and sound from wind, rain, or sun.

ROKA London bags and backpacks are All Age, All Gender, All Weather, and All Purpose!

All ROKA London products are unisex - they are for everyone, everywhere and every day. With different styles, sizes, and colours there is sure to be a perfect bag for anyone no matter gender or age!

At ROKA London we are committed to improving the quality of the environment and reducing plastic non biodegradable waste. All our bags use recycled PET materials or repurposed textiles for the main outer material - follow this link to find out more about.

Please use our size guide that shows you the different products on four different sized models. Size dimensions can be found in the description of each product.

ROKA London bags are made with water resistant and waterproof materials, which make them super easy to clean. The best way to clean your ROKA bag is to spot clean with a damp cloth, then let it air dry. We do not recommend fully submerging your ROKA bag in water, however we have seen it floating at a beach party one time ;)

Absolutely. All ROKA bags come with a limited 1-year warranty. If your product fails per the limited warranty, we'll work with you to make it right. The warranty covers all of our bag products. This does not extend to our smaller accessories, such as wallets and pouches.