Coronavirus Update

With restrictions caused by the Coronavirus outbreak, we thought that we’d post some general updates and FAQs to try and answer some of the questions which we are getting asked. We will update as & when required.

Last Update: 18th May 2020

Are You Still Open?

Yes, our online store is open and we are taking orders via the website and also on our social media channels, via telephone, e-mail & good old-fashioned letter.

However, we decided to close our physical store on Saturday 21st March & will only re-open when it is deemed safe to do so. Following on from Government announcements of an intention to allow shops to re-open in England at the start of June, we are considering how we can safely operate. We will only do so if we are happy with the plan. Please keep an eye on social media and this page for updates over the next few weeks.

How Can We Contact You?

We are currently operating with skeleton staff with a maximum of one person in the shop at any time.

Our phone line remains open. However, we may not be able to immediately answer the phone. If it’s not answered, it’s diverting to a mobile phone where a voicemail can be left. We will call you back as quickly as possible (Monday to Friday only).

You can also email us at store@rockbox.co.uk or message us via Facebook Messenger.

Can I Collect From Your Store

We’re sorry but we have suspended Collect From Store until further notice. Please do not ask us to do this as popping in to the store can not be deemed as an essential journey. Access to the front of the store for the general public has been closed off by the shopping centre.

Do You Have Everything In Stock which Is Listed On Your Website?

Unfortunately not. We cannot physically hold each & every title listed. When you add an item to your basket, it may show as “On Backorder”. This means that we need to order it in from a supplier.

However, whilst we have endeavoured to keep the online stock holding up to date, with only one member of staff in the store, we are aware that the accuracy is currently not as good as we’d like.

Therefore certain items which are listed as available may have sold and conversely those which are listed as on backorder may actually be in stock.

We promise to keep you informed of the status of your order and particular titles within as best as we can. Please do contact us if you need further information.

How Quickly Will I Receive My Order?

This will depend on a number of factors.

  1. If it is in stock we will endeavour to pick and pack as quickly as we can. Under normal circumstances, we usually dispatch in stock orders within 24 hours but we are receiving unprecedented demand and there are some delays due to the staffing restrictions.
  2. If it is on back-order, we are reliant on the item being in stock at the supplier & how quickly they are able to send to us. We order at least once a week from most of our suppliers but some suppliers less so.
  3. Some suppliers are also temporarily closing or suspending shipment of orders. Please see supplier update below.
  4. The majority of our orders are sent using Royal Mail. For a quicker transit time within the UK, you can select to upgrade your order to Special Delivery Guaranteed (please see Royal Mail section below to check the current service status for their products).

Royal Mail

The postal service is under unprecedented strain with volume in excess of Christmas with staff levels significantly lower than in normal peak periods. You should expect post to take longer than usual.

Royal Mail publishes regular service updates for the UK here and for international destinations here. Specific Coronavirus updates are published here.

Supplier Update

Currently most of our suppliers are operational. However, they are working with reduced staffing which is causing on average 48-72 hour delays in the processing of our orders and the receipt in store.

However, Warner Music (who is one of our largest suppliers) has a centralised distribution warehouse for the whole of Europe in France. This warehouse was closed for two weeks at the end of March and re-opened with skeleton staff and took no new orders until last week.

Warner is now sending one order a week but should items be out of stock, it is taking longer to re-supply them to us. However, the situation is slowly improving.

Warner Music distributes their own labels (e.g. Warner, Atlantic, Parlophone, Elektra, Rhino amongst others) as well as BMG (including Sanctuary, Infectious) as well as labels via it’s ADA subsidiary such as Nuclear Blast, Mascot & Provogue.

Thank you for your support & patience

The support you give to a small independent “bricks and mortar” retailer such as ourselves is truly appreciated. Each order you make, no matter the size, help us to continue as a business and enable us to look forward to the day when we can re-open the doors to the store.