General terms and conditions of sale

Our general terms and conditions of sale shall exclusively apply to all contracts between us and our clients. By using the website the user hereby accepts and agrees with all the provisions stipulated in these General Terms and Conditions.





RCS TOURS 32452755


By your use of the Website or purchase of products through the website, you agree to these Terms and Conditions, in compliance with French law. By confirming an order, the customer unconditionally accepts the order terms and these general conditions of sale in their entirety. These General Terms and Conditions may be modified at any time without prior notice or warning. The conditions of sales which apply in this case are subject to the rate that was in effect at the time of original purchase of the service.

Order processing and products

The products and services offered are those appearing on the site Orders are filled according to stock availability. Each product is accompanied by a description and an in-house production time updated daily according to the availability and delays of the factory to which the shop is connected. Please note that all delivery times shown on the site are expressed in terms of working days, excluding weekends and public holidays. Photographs of products are as accurate as possible, but we cannot ensure a perfect similarity with the product, especially with regard to color.

If a product can’t be delivered or manufactured, the buyer will be contacted by email and will be offered a similar product or a refund.

The products offered on the site have a legal guarantee, according to the Royal Legislative Decree 1/2007 Of 16 November.


To order from the New rock france site:

- Add items to your shopping cart

- Create an account or log in

- Choose your delivery method

- Place your order to complete your purchase

- Proceed with the payment

The online order confirmation sent to and received by the client as an e-mail message constitute acceptance of the order. In the case of missing or inaccurate data, NEPTUNE  cannot be held responsible.

Every purchase is firm and definitive; no modification from the Customer is accepted once the payment has been confirmed.


The prices of the products offered on the site are expressed in Euros and can be modified at any time. The price you will pay is influenced by the accounting rate in force at the time of purchase.

Prices are inclusive of VAT, in accordance with legal provisions in French. Any change to the applicable VAT rate will be automatically reflected in the prices shown on the date of billing. Prices do not include delivery charges.


There are a number of payment methods the buyer can choose from:

- payment by bank card

- payment by bank card in 2-3-4 instalments

Payments are ensured by 3-D Secure, an authenticated payment system to improve online transaction security. The buyer is requested to enter a special security code to verify he is the legitimate owner of the bank card.

One-off payments will be immediately submitted for settlement upon creating a transaction. Instalment payments are free of charge. The dates of the different monthly payments will be indicated at the time of the purchase. It’s possible to benefit from a payment in two or three instalments for purchases of 100 euros and four instalments for those of 200 euros or over. Products are shipped from the second instalment. In case of payment default, no cancellation will be accepted, but the remaining monthly payments will be cancelled. The total amount requested will be equal to the total of the remaining amount owed by the buyer and could include penalty costs if necessary.

- Bank transfer / bank deposit

Payments by  bank transfer must be made in euros. The order will be processed after receiving your payment.

To combat online fraud, NEPTUNE can ask the buyer for proof of residence or identity. The orders would be suspended until the reception of the documents.


The package will be delivered to the delivery address indicated by the buyer. The delivery costs are calculated in accordance with the destination country and depend on the purchase. They are free for a delivery in Metropolitan France and Belgium, starting from 75 euros purchases via Mondial Relais Mon commerçant.

When the carrier returns an undeliverable package to us (the address does not exist, the item does not bear a sufficient address or the addressee has moved without providing a forwarding address), you will be responsible for shipping costs of a second delivery. In case of a refund request, shipping costs will be deducted.

In the event of any damage sustained in transit, a complaint should be made to NEPTUNE within 48 hours after delivery. After this time, no complaint will be taken into account.

Packages are sent by La Poste So Colissimo or by Mondial Relais, depending on the choice of the buyer. Buyers have a tracking number, so any complaint regarding the delivery won’t be accepted if we get a package delivery confirmation from La Poste or Mondial Relay. The transit time can take 2-10 working days.

In the case of ordering several products, including products in stock and unavailable products, your package will be sent in a single delivery after all of the products are available. If you want to receive the products separately, you have to do a first purchase with the products in stock and a second purchase with the products out of stock.

Delivery times are for information purposes only; if they exceed thirty days from the time of purchase the contract of sale may be terminated and the buyer refunded.

Delivery times are for information purposes only. In any case the trader shall deliver the goods within a maximum of thirty days from the day indicated on the order, otherwise the sale contract will be cancelled and the buyer will have a refund.

Returns & exchanges

You have 14 days after receiving your order to exchange it for another size, after this time returns

will be no longer accepted. When we receive your package, we will send you a code by email with the amount of your order from which 10 euros will be deducted corresponding to shipping charges. You will be able to place a new order on the site. We won’t refund return shipping cost.

Any items returned (shoes, accessories) must be in the same condition in which you received them. Items must be in the original selling condition, with tags attached and with the original packaging. If you need to return an item, be sure to follow these return conditions. If you don't, we will return the item to you at your own expense. The shoes must have been tested indoors and the soles must not be marked or soiled. The packaging boxes must not be taped and must be protected during the return. Any return that does not respect these conditions will be refused.

Please note our products can be exchanged within the limit of available product stock.

Right of withdrawal

You are entitled to withdraw from the contract, without stating a reason, within 14 days from when you receive the product. You can ask for a refund or an exchange. Please note the right of withdrawal is not valid for special orders as well as any products that cannot be resold for hygiene reasons.

We will send you a refund within 14 days from when we receive the product, via the same mean of payment you used for the purchased. Any product (items, original packaging, accessories ...) returned damaged, dirty, incomplete or without tags attached will have no refund. The products will be returned to the buyer at his own fees.

Competent court

In the event of a dispute, the different parties agree to look for an amicable solution through mediation before proceeding with any such dispute. For any complaint, you can contact NEPTUNE at or via the contact form of the website.

The present sales conditions are regulated by French law. The Online Dispute Resolution website is an official website managed by the European Commission dedicated to helping consumers and traders resolve their disputes out-of-court. It can be found at:

*New Rock France provides free delivery for France and Belgium for every purchase over 75€, via Mondial Relais Mon commerçant.