Frequently Asked Questions

You cannot self-register. The Rockcity team creates your account and sends you an invitation email. Click the link in the email to set your password. Links are valid for 24 hours. If yours has expired, ask the Rockcity team for a new one.

Go to the sign-in page and click "Forgot password?". Enter your registered email address. A reset link is sent to your inbox — valid for 60 minutes. Check your spam folder if it does not arrive within 5 minutes.

Your session remains active for up to 2 hours of inactivity. After that you are automatically signed out for security. Simply sign in again — you will not lose any data.

The Admin panel shows different tabs depending on your role. Distributor accounts see Orders and Picking Sheet only. Staff, admin, and super_admin accounts see all tabs. Contact the Rockcity team if you need a different level of access.

Yes. An admin can create multiple user accounts all linked to the same client record. For example, a gym's head buyer and their warehouse manager can each have their own login, and their orders are grouped under the same client account.

Go to the Catalog, open a product, click the B2B Order tab, enter quantities per colour, and click "Invoice to account" or "Pay by card". An order confirmation email is sent immediately.

Rockcity produces holds in 22 standard RAL colours: Traffic White (9016), Signal White (9003), Signal Black (9004), Anthracite Grey (7016), Concrete Grey (7023), Light Grey (7035), Sky Blue (5015), Gentian Blue (5010), Cobalt Blue (5013), Lime Green (6018), Olive Green (6003), Fern Green (6025), Heather Violet (4003), Red Lilac (4001), Traffic Red (3020), Flame Red (3000), Salmon Orange (3022), Yellow Orange (2000), Saffron Yellow (1017), Curry Yellow (1027), Chocolate Brown (8017), and Beige Brown (1011). All are shown as swatches during the ordering process.

Invoice to account creates a Pending order that is billed to your B2B account at your agreed payment terms (e.g. 30 days net). Nothing is charged immediately. This is the standard B2B route for most customers.

"Invoice to account" is the standard trade route — payment is arranged via invoice at your agreed terms. "Pay by card" redirects you to a Stripe checkout for immediate card payment. Both result in an order that goes through the same fulfilment process.

Quick Add lets you order a product directly from the catalog grid without opening its full detail page. Hover over a product card and click "Quick Add" — a dialog appears with all available colours. Enter quantities and submit.

Out of stock colours cannot be ordered through the standard catalog flow. Contact your account manager to discuss made-to-order options or to be notified when stock is replenished.

A bespoke order is a multi-line custom order created by Rockcity staff on behalf of a client — for example, a set of holds in a non-standard colour or a completely custom hold set. The sparkle icon in the Admin Orders tab opens the Bespoke Order dialog. Customers cannot create bespoke orders themselves; this is done in agreement with the Rockcity team.

All orders have a reference in the format B2B-YYYYMMDD-HHMMSS-XXXXXXXX — for example, B2B-20260607-143022-A4F2B8C1. Use this number when communicating with the team about a specific order.

Pending = received, awaiting team review. Processing = stock confirmed, being picked and packed. Shipped = dispatched to carrier. Delivered = arrived at destination. Rejected = cannot be fulfilled (check the order thread for the reason).

For in-stock items, typically 2–5 business days from order placement to dispatch. Peak periods (January–March, September–October) may take longer. If your order has been Pending for more than 3 business days without an update, send a message in the order thread.

You cannot edit an order yourself. Send a message in the order's Updates thread as soon as possible — staff can make changes while the order is Pending or Processing. Once Shipped, the order is locked.

Each order has an Updates thread at the bottom of its detail view. Type your message and click Send. The Rockcity team is notified by email and will reply in the same thread.

When an order is marked Shipped, the team posts a tracking reference in the order's Updates thread. Use this number on the carrier's website. If no tracking appears within 24 hours of the Shipped status, message the team.

UK: 1–3 business days after dispatch. Europe: 3–7 business days. Rest of world: variable — the team will advise. These are estimates; carrier delays can occur.

Photograph the damaged packaging and items before unpacking further. Keep all packaging. Send the photos via the order's Updates thread immediately. The team will arrange a replacement or credit and open a carrier claim.

Discounts are applied per order by Rockcity staff as a percentage off the total. You cannot apply a discount code yourself. If a discount should apply to your order based on your account agreement, contact your account manager.

If a discount has been applied, it shows in the order detail view as a percentage, monetary amount, and a reason note (e.g. "Volume discount — order over 500 units"). It is also visible in the order confirmation email.

All catalog prices and order totals shown on the portal are exclusive of VAT. VAT is applied at invoicing in line with the applicable rate for your location.

Open the order in the Admin > Orders tab, click the Status dropdown, select Processing, and click Save. The order appears on the Picking Sheet immediately. See the Status Updates guide for full details.

Open the order, scroll to the Discount section, click “Apply discount”, enter the percentage and a reason, and click Apply. See the Discounts guide for examples and best practices.

Do not ship the order short without telling the customer. Remove the affected line from the order in the Orders tab and send a message via the Updates thread explaining the situation and offering alternatives (substitute colour, split shipment, or cancellation of that line).

In the Admin > Orders tab, click the Bespoke order button (sparkle icon). Select the client, add line items with product name, colour, sizes, quantities, and unit price. You can use “Browse catalog” per line to auto-fill from the catalog. See the Custom Orders guide for full instructions.

Go to Admin > Users > Create user. Fill in the name, email, role, and optionally link to a client. The user receives an invitation email with a 24-hour password-set link. See the User Management guide.

Only a super_admin account can assign the admin or super_admin role. If you are an admin and need to promote someone, ask your super_admin.

Go to Admin > Reports. Select a period (7, 30, 90, 180, or 365 days). The page shows total revenue, order count, average order value, discount totals, a daily revenue chart, orders by status, and top clients. See the Reports guide.