Frequently asked questions
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Frequently asked questions
How Do I Place An Order?
Select an item you like then select size and click on "buy" then continue shopping until you are ready to complete your purchase. Then, click “Checkout” to confirm your items. After you have made any changes and updated the quantities as desired, click “Check Out" to complete your order.
What Payment Methods Do You Accept?
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Visa
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MasterCard
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American Express
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Maestro
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iDeal
Will I Be Charged Tax?
How Will I Know That My Order Was Accepted?
Can I Add or Remove Items From My Order Once It Is Submitted?
Can I Cancel My Order After It Has Been Placed?
How Do I Check My Order Status?
Shipping & Returns
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When we have received payment, we will process and ship your order within 1 to 5 business days. As soon as your order is shipped you will receive a confirmation email including track and trace details.
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Shipping within Europe generally takes 1 to 7 business days from the day of shipment.
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Shipping outside of Europe generally takes 3 to 15 business day from the day of shipment.
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These delivery times are an indication, not a guarantee.
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All our packages are shipped with a track and trace service. Your tracking number is included in the email confirming that your order has been shipped.
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Shipping costs are automatically calculated when you place your order and will depend on your shipping address, the weight, flat rate and the size of your order.
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You should never accept a package that shows signs of damage. In the unlikely event that the shipping company wants to deliver a damaged package to you, decline the package and send an email to support@roel.cc to inform us of the situation within 1 business day of accepting the package. In the unlikely event that you accepted a package that did not seem damaged on the outside and the product inside is damaged, do not handle the package any further and send an email to support@roel.cc with images of the damaged product and the original packaging within 1 business days of accepting the package. We will then contact the shipping company to notify them of the situation.
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The product has to be sent back in good condition. We do not refund return products that have been used or damaged. We therefore advice you to carefully wrap a return product to prevent it from being damaged.
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If you choose to return a product, it should be returned to us within 14 business days of the email confirming shipment. In this light we advice that upon returning a product you always choose a shipping service with a tracking option.
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As we are a small business with a client base in various countries around the world, we unfortunately cannot offer to take care of your return shipping costs. When you decide to return a product, you will bear the cost of return shipment unless the product was damaged upon delivery. Please note that you should never accept a package that shows signs of damage.
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To ensure a smooth return process we ask that you contact us and request a Refund Authorisation (RA) before you return ship the product. You can obtain a RA by sending an email to support@roel.cc stating your order information and explaining why you wish to return the product. You should only send back the product after you have received our confirmation email.
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We will reimburse you once we have received the complete, unused and undamaged product. An email confirmation and a refund will be issued within 30 days after receiving your return product. You will receive your refund via the same payment method used to make your purchase.