Frequently Asked Questions

What is your shipping policy?

Please read our full policy here.

What couriers do you use?

For smaller / 1-MAN items e.g. chairs & desks, we use the courier YODEL or DPD.

For larger / 2-MAN items e.g. gaming beds & furniture, we use the courier BJS Home Delivery.

What shipping services do you offer?

All our products are shipped free of charge using a standard shipping service.

For larger / 2-MAN items e.g. beds & furniture, our courier will contact you to arrange a delivery date via the email address or mobile telephone number provided on your order form. They will not attempt delivery until a date has been confirmed by yourselves. Please ensure your contact details provided are correct / up to date at the time of purchasing.

Please note, we do NOT offer room-of-choice delivery, next day delivery or assembly services on any of our products.

Where’s my order?

When your order is dispatched, you will receive a shipping confirmation email containing your online tracking ID and link to the couriers website/tracking portal. At times, there may be a slight delay to your delivery due to unforeseen circumstances. Please be patient and allow up to 10 working days for delivery before attempting contact with us.

Delivery Postcode Exclusions

We can deliver to the majority of postcodes in mainland UK.

However, certain products (in particular, large beds & furniture) are unable to be delivered to the following postal zones: AB, BT, DD, FK, GY, HS, IM, IV, JE, KA27-28, KW, PA, PH, PO30-41, TR21-25, ZE.

Please check specific product pages to find out if your item is eligible for non-mainland UK shipping.

I’ve placed a pre-order, how long will it take for delivery?

For pre-ordered items, standard dispatch and delivery times will apply from the date of product release as stated on the product page at the time of purchasing. In the unfortunate event of a delay in shipments arriving to our warehouse, you will be notified via the email address provided on your order form.

What is your returns and refunds policy?

Please read our full policy here.

How do I cancel my order?

All order cancellation requests must be submitted through our customer support form within 24 hours from the time your order was placed. Unfortunately we are unable to guarantee that your cancellation request will be processed as this will depend if your order has already been dispatched from our warehouse.

I’ve changed my mind – what now?

For all change of mind purchases, the customer is solely responsible for all shipping and restocking fees associated with their return. The amount will depend on the type of product returned, and will be deducted from the final refund.
Change of mind returns will only be accepted if the item has not been opened or used.

How do I return an item?

First, customers MUST contact the X Rocker support team to confirm they would like to return an item and to receive our returns shipping address. X Rocker will not accept or be held responsible for any unsolicited returns.
Depending on the type of item, X Rocker may arrange a collection of the item(s) however a fee may be applied depending on the reason for return.

I’ve posted my item back – when will I be refunded?

Once the item(s) have been received, and the reason for return is verified, your refund will be credited into your account via the original payment method used.
Depending on the courier, it can sometimes take up to 10 working days (excluding weekends and public holidays) for the item to be delivered and processed by our returns team. If you have arranged the return, please get in touch with our support team and provide tracking details, proof of postage and your order number to help speed up the process.

Can I exchange my item?

Unfortunately we are unable to offer item exchanges. If you want a replacement for a faulty item, we will do our best to send out a new item depending on stock availability. Or else, a refund will be issued.

I’ve bought my X Rocker through a retailer – how do I return it?

Please contact the retailer you purchased from directly to begin your return. If your item is faulty, we can issue a return code for you to supply to the retailer. However it is at the discretion of the retailer to accept the return and we cannot influence their decision.
In accordance with the Consumer Rights Act 2015, ‘Your rights under the Consumer Rights Act are against the retailer – the company that sold you the product – not the manufacturer, so you must take any claim to the retailer’.

What consoles can my X Rocker chair connect to?

All our audio gaming chairs are compatible with most major games consoles and audio devices including PlayStation, Xbox and Switch. Please find our handy connection guides for each chair model here.

How do I connect my X Rocker chair to my console?

All our audio gaming chairs are supplied with an easy to follow, step-by-step instruction manual. Please follow the guide to the best of your ability, and if something’s still not right – please contact our support team.

I believe my product is faulty - What do I do?

We’re sorry to hear this! Please check our knowledge base first for connection guides, instruction manuals and answers to the most common technical queries. And if you’re still stuck, please contact our support team and provide as much detail as possible including photos/videos and we will try resolve the issue or help you begin the returns process.

I’m missing some parts – can you send replacements?

Yes! Replacement parts will be offered where possible (depending on stock availability and whether you are covered by our manufacturer warranty), if accepted by the customer. Please contact our support team for help and provide valid proof of purchase in the form of a receipt or order confirmation email to help speed up the process.

I’ve accidentally damaged my item and it’s no longer working.

All our products are sold with a one year manufacturer warranty. Unfortunately this does not cover user accidental damage, graded stock items or general wear and tear.

My Neo Motion™ Sync App Controlled LED product is not working

We're sorry to hear this! For troubleshooting and FAQ's on our app-controlled Neo Motion™ Sync LED products, please read our help guide here.

And if you’re still stuck, please contact our support team and provide as much detail as possible including photos/videos and we will try resolve the issue or help you begin the returns process.

Who is X Rocker?

X Rocker is the leading manufacturer of gaming furniture. We have a huge product offering that’s suitable for the whole family, from floor rocker chairs and audio pedestals, to gaming desks, beds, bedroom furniture and accessories.

How do I place an order?

We only accept orders placed in our online stores (xrockeruk.com / xrockergaming.com). To place an order, simply add your item(s) to your basket and click ‘checkout’. Unfortunately we do not accept orders made over phone or email.

Where can I see your products in store?

Unfortunately we do not have a physical high street store, however we work with various retailers across the globe who may proudly display X Rocker products in store. You can find our full list of retail partners here.

Do you offer a warranty period?

Yes! All X Rocker products are sold with a one year manufacturer warranty (proof of purchase necessary) and does not cover user accidental damage, graded stock items or general wear and tear. T&C’s apply.

Do you have an affiliate programme?

Yes! Please read more here.

I’ve contacted the support team – why am I not getting a response?

Thank you for contacting us. We are sorry for the delay in response, however we are receiving a high volume of enquiries especially during peak sales/holiday periods. Our team are working hard to answer your query as fast as possible. Please allow up to 7 working days for a response. Thank you for your continued patience!

I want to change/cancel my order

We’re unable to change your order details once the order has been finalised. This includes changing the item, item size or colour, delivery/billing address, and adding or removing items.
Please note, if you input the incorrect address at the checkout, we cannot be held accountable for orders going missing or being delivered to the ‘wrong address’. We are not liable to refund or replace this order. Please check your order details carefully before checking out including delivery/billing address and contact phone number.

How can I pay?

We accept all major credit/debit cards including Visa, Mastercard, AMEX, Google Pay and Apple Pay.

Alternatively, we have various finance options including Klarna, Clearpay and PayPal Credit so you can split your purchase and get more time to pay. Subject to status. T&C's and other eligibility criteria apply.

X Rocker UK acts as a broker and offers credit from a panel of lenders.

Can I pay in instalments?

Yes! We believe that everyone should be able to have the ultimate gaming setup. That’s why we offer various options to stretch out your payments including Klarna, Clearpay or PayPal Credit.

X Rocker UK acts as a broker and offers credit from a panel of lenders.

Student Discount

Unfortunately we are currently unable to offer student discounts.

Promotional Sales

We will often run seasonal promotions, offers and marketing campaigns. This applies to selected products only and prices are subject to stock availability. X Rocker reserves the right to amend prices, remove lines or end the sale early without prior notice. We are unable to honour prices for orders placed before the sale starts or after the sale ends.

I've missed my delivery - what happens next?

Our first attempt at delivery is always free. However, if you missed the delivery due to unavailability, you may be charged a re-delivery fee depending on the product or courier used.

Klarna

Klarna is a payment service we offer to help our customers shop more flexibly with 'Pay in 3' or 'Pay in 30 days' options.

To check your eligibility, Klarna will perform a soft search with a credit reference agency.

Klarna's Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. For more information on Klarna, please read here. T&C's and late fees apply.

Clearpay

Clearpay is a payment service that lends customers a fixed amount of credit so they can pay for their purchase over 4 instalments, due every 2 weeks, with no interest fees!

Unlike other payment providers, Clearpay do not perform credit checks so everyone is eligible! Clearpay is credit that is not regulated by the Financial Conduct Authority. You must be 18+ and a permanent UK resident (excl Channel Islands). For more information on Clearpay, please read here. T&C's and late fees apply.