FAQs

Dear Customer,

We would like to offer you a smooth shopping experience in our online shop. We are therefore happy to support and advise you in your search for your favourite product and other requests. Some enquiries are as individual as our products. For this reason, we have summarised some FAQs in which you can find answers to the most frequently asked questions at any time, even outside our customer service hours. If you would like a personal discussion or cannot find the answer you are looking for, please do not hesitate to contact us.  

You can contact our customer service at the following e-mail address: kundenservice@roeckl.com. 

Navigation

    • How do I set up a ROECKL customer account?

      With a ROECKL customer account you have an overview of all your orders. You can view your order and dispatch status at any time. Products can be reordered or saved in your wish list for later. You can also manage your newsletter subscription and 'back in stock' notifications and download invoices for past orders.

      In order to set up a customer account please visit our online shop. The desktop version of our site allows you to click on a small icon (in the shape of a little man) at the top right of the page. Upon clicking this icon a new window will open where you will be able to "Create an account". Please fill in all the required fields marked with an *. Create an exclusive password for yourself and confirm all the information by clicking on "Create an Account". When you log into your ROECKL customer account in the future, you will be asked for your password and e-mail address. You can view, change or add to your details in your customer account at any time.

      If you have already created an account, but forgot your password, please click on "Forgot your password?" when logging in for registered customers and a new password link will be sent to your email address. 

    • How can I optimise navigation on roeckl.com?

      In order to make your navigation through our online shop as pleasant as possible, we recommend that you use your browser with the latest updates. This will also make payment processing easier. Please also note that your browser must be SSL-compatible. 

    • How do I know which products are available online?

      All products shown for sale in our online shop are available. However, some sizes may be sold out at a certain time if mutliple people are accessing the site. If this is the case, you can use our back-in-stock alert function to be notified of restock. The small bell on your desired size can be clicked, then enter your e-mail address to be advised of restock.

    • What can I do if a product size is not available?

      If a certain size is not available for purchase, you can use our 'back in stock' notification function on the product page. Look for the small bell on your desired size and enter your e-mail address. As soon as your desired size is available again, you will receive an availability notification from us by e-mail. 

    • I can't find the product I want in the online shop?

      If you cannot find the product you are looking for in our online shop, you can use our filter function to narrow down your search, for example by size, colour, lining and material. If you still can't find it, we recommend that you contact one of our boutiques. Our colleagues will be happy to advise you. You can find our boutiques and partner stores here. 

    • Are the colours of the products presented on the website true to life?

      Every single product that you find in our online shop is carefully photographed and presented in a way that is as true to life as possible. However, there may be deviations depending on the device, screen and lighting you are using. 

Order

 

    • Is there a minimum or maximum order value?

      There is no minimum or maximum order value for orders within the EU.

      Please note that a maximum shopping basket value of CHF 985.00 per order is permitted for deliveries to Switzerland.

       

    • Can I have my order gift-wrapped?

      Unfortunately, we are currently unable to offer this service. However, you will usually receive our products in packaging that can be given as a gift. 

    • What happens after I have placed my order?

      Once you have successfully completed your order, you will receive an order confirmation from us by e-mail.   

      On the day of dispatch, you will also receive a dispatch confirmation including a tracking number from our shipping service provider DHL. These emails are automated and may appear in your spam folder. If you do not receive an order confirmation from us promptly, please check the status of your order in your ROECKL customer account. If you have ordered as a guest, please contact our customer service. 

    • I have not yet received an order confirmation. What can I do?

      As a rule, you will receive an overview of your purchase by e-mail shortly after placing your order. However, it is possible that it may take some time. Please also check your spam folder. Depending on your mailbox settings, our e-mail may be in there. If you have not received an e-mail within 24 hours, please contact our customer service. 

    • Can I change or add a product in my order at a later date?

      Unfortunately, no product changes can be made at a later date. If you have entered an incorrect shipping address, please contact our customer service team as soon as possible. We will try to fulfil your request, but cannot guarantee that the shipping address can be changed at a later date. 

    • Can I change my delivery address?

      If you need to change your shipping or delivery information after you have placed your order, please contact our customer service as soon as possible. Delivery information, including the delivery address, cannot be changed once the order has been dispatched.

    • Where can I find my tracking number?

      On the day of dispatch, you will receive a dispatch confirmation including a tracking number for shipment tracking from our shipping service provider DHL by e-mail. This e-mail is automated and may appear in your spam folder. 

    • How can I track the status of my order?

      On the day of dispatch, you will receive a dispatch confirmation including a tracking number from our shipping service provider DHL by e-mail. You can use this to track your order. Please note that this e-mail is automated and may appear in your spam folder. You can also log into your ROECKL customer account and view the status of your shipment under 'My orders'. 

    • Can I order by e-mail or phone?

      Unfortunately we cannot offer this option. 

Payment

    • Which payment methods are accepted?

      The following payment methods are accepted in our online shop: 

      • Credit cards (Visa, Mastercard)
      • Paypal
      • Klarna Pay later (purchase on account)
      • Klarna Slice it (instalment purchase)
      • Apple Pay
      • eps bank transfer (only in Austria) 

      Only one payment method is accepted per order. If your chosen payment method does not work, please switch to another payment method. Please note that when paying with Klarna, you generally need to be an online banking customer of your bank and when paying by credit card, this must be authorised for online purchases. 

    • Can I pay with Klarna?

      We are currently offering purchase on invoice and instalment purchase with our partner Klarna. 

      The Klarna Pay later (purchase on account) payment method is an exclusive service for customers with a successful address and credit check with their purchase. The check runs automatically in the background at ROECKL, so you don't have to do anything else. If the check is not granted, you still have the opportunity to shop at ROECKL by selecting one of the other suggested payment options. To be able to pay by invoice, your billing and delivery addresses must also be identical. You will receive your invoice directly by e-mail from Klarna as soon as the delivery has been made. Please be sure to pay on time on the due date and be sure to state the reason for payment as is stated on the invoice. Please pay the value of the items you are keeping within the specified period. Returns of the items you do not wish to keep are to be made as soon as possible. The corresponding claim with Klarna expires when the return is booked. Please note that after a return you will not receive an adjusted invoice based on the items you have kept. If you have not received an invoice from Klarna, please request one immediately from Klarna Customer Service.

    • Can I pay with my credit card?

      You can pay with the following credit cards in our online shop: VISA and MasterCard. To pay by credit card, you will need your 16-digit card number, the validity period and your 3-digit security code (CVV/CVC). Your credit card account will be debited when you finalise your order. To make your credit card payment even more secure, we use the internationally recognised 3D Secure procedure. This works as follows:  

      1. You enter your card number and personal details as usual to pay online.
      2. The online shop sends a request to your bank to authorise the card payment.
      3. The bank opens its own secure channel to identify the cardholder. 
      4. You enter your personal Secure Code and this is automatically checked (in seconds). 
      5. Your bank confirms the identity of the cardholder. 
      6. Your purchase is finalised.
    • How does the verification process for credit card payments work?

      Since January 2021, banks have been obliged to introduce the new EU Payment Services Directive (PSD2) for even more security when making online purchases. For every online payment by credit card, you must now confirm your identity using the 3D Secure process in addition to the credit card number and the 3-digit check digit. This security procedure ensures that your credit card is only used by you (and not by third parties). The 3D Secure procedure goes by the following names: Mastercard Identity Check, Verified by Visa, American Express SafeKey. Authentication can be carried out using a password, a TAN or a fingerprint and takes place via your bank's online service. Many banks have provided a suitable application for this purpose. The data is transmitted using secure SSL encryption. 

    • Can I pay via PayPal?

      If you select the payment method PayPal, you will be redirected to the PayPal website during the order process when you click on "Order with obligation to pay". As a registered PayPal customer, you log in with your personal PayPal access data. The payment is carried out on the Paypal platform. The receipt of payment will be booked within a few minutes. After a successful transaction, you will be redirected back to the ROECKL online shop. You the can finalise your order & will receive an order confirmation by E-Mail. Your invoice will be enclosed with your parcel. Further information about PayPal, e.g. the terms of use and PayPal's offers such as "Pay after 30 days", can be found at www.paypal.com. 

    • What is an eps transfer and how can I pay with it?

      The abbreviation eps stands for "electronic payment standard". It is a secure online direct transfer procedure for customers from Austria. Payment is made exclusively via the secure online banking system of your registered bank. You will be forwarded directly to your online bank and only need your online banking login details.

    • Are there payment options such as Apple Pay or Google Pay?

      You can pay with Apple Pay if you have an Apple Pay-enabled device. You can store a credit or debit card from a bank that cooperates with Apple on your mobile phone or tablet. During the order process, select the Apple Pay payment method and confirm the payment directly via your Apple device using Touch ID, Face ID or code, depending on your devise. After a successful payment transaction, you will be redirected back to our the ROECKL online shop. You finalise your order & receive an order confirmation by email. Your invoice will be enclosed with your parcel.  

      Unfortunately, we do not currently offer Google Pay.

    • Is my payment secure?

      All transactions carried out on our online shop www.roeckl.com are secure. A lock symbol in the address line beginning with "https" indicates that you are on a secure platform. Thanks to the 3D-Secure procedure, the security of payments with Visa, MasterCard and American Express cards is guaranteed by the payment procedures: Verified by Visa, MasterCard SecureCode and American Express SafeKey. Authentication is carried out using a password, a TAN or a fingerprint and takes place via your bank's online service. Many banks have provided a suitable application for this purpose. The data is transmitted using secure SSL encryption. However, please bear in mind that the transmission of data on the Internet is never 100% secure and that information transmitted online may be intercepted and used by unauthorised third parties. 

    • How do I receive my invoice?

      The invoice will be sent to you automatically by e-mail as soon as we have sent the package (exception: if you use the “Klarna” payment method, you will receive the invoice directly from Klarna). The invoice is attached to the e-mail. You can view the attached PDF file with all common browsers or, for example, with Acrobat Reader.

      If you have created a user account, you can download the invoice again at any time under “My orders → View order”. 

      However, if you have ordered as a guest, the invoice will only be sent by e-mail. If you have not received the e-mail or can no longer find it, please send us a message requesting the invoice in digital form.

    • What does the security code on my credit card mean and where can I find it?

      The security code is a three- or four-digit check digit and is used for security during payment transfers. You will find this security digit either in the signature field on the back of your credit card, it comprises three digits (e.g. Visa or MasterCard) or on the front above your credit card number, comprising of four digits (e.g. American Express). 

    • How do I pay with a discount code?

      Please enter your discount code in the appropriate field in the shopping basket or during the payment process. Avoid spaces before and after the code. If possible, copy the code and paste it into the voucher code field.

    • Do you accept international payment methods? Do you deliver all over the world?

      We accept international credit cards. However, please make sure that you enter the right delivery address.

      We currently deliver to the following countries:

      • Switzerland (CH)
      • Germany (DE)
      • Austria (AT)
      • France (FR)
      • Netherlands (NL)
      • Italy (IT)
      • Belgium (BE)
      • Denmark (DK)
      • Poland (PL)
      • Czech Republic (CZ)
      • Finland (FI)
      • Spain (ES)
      • Estonia (EE)
      • Latvia (LV)
      • Slovakia (SK)
      • Slovenia (SI)
      • Hungary (HU)
      • Lithuania (LT)
      • Luxembourg (LU)
      • Romania (RO)
      • Bulgaria (BG)
      • Croatia (HR)
      • Sweden (SE)
      • Greece (GR)
      • Portugal (PT)

      If you would like to have your items shipped to EU countries, please order via this link. All items must then be displayed with the EUR price and not the CHF price.

    • When will the purchase amount be debited from my account?

      All payment methods except Klarna Pay later or Klarna Slice it debit your account immediately. As soon as your order has been placed, we authorise payment for the full amount and prepare your order for dispatch. With Klarna Pay later, Klarna issues the invoice once the order has been accepted and dispatched.

    • Can I process my purchase as a company?

      Purchases on behalf of a company from other European countries with a tax ID is not possible, as we only sell to end consumer. 

    • Is VAT included in the final price and how can I get it refunded?

      All prices are inclusive of VAT. We are currently unable to provide tax refunds for orders placed on our online shop.

Shipping

    • What shipping methods & shipping options are available?

      Our shipping partner is DHL. All orders are dispatched from our logistics centre in Munich. Your orders are processed on our working days from Monday to Friday.

      Orders are not processed at weekends and on public holidays.

    • What are the shipping costs?

      We will cover the shipping costs as well as the return costs with the corresponding return label from Germany or Austria. Shipping and returns are therefore free of charge for you in these two countries.

      The shipping costs to other EU countries are EUR 9.90 or CHF 9.90 to Switzerland and are displayed and calculated in the checkout after selecting the respective shipping country.

    • How long are the dispatch times?

      The delivery time within Germany is 1-3 working days.  

      The delivery time outside Germany is 3-6 working days.  

      Please note that DHL's delivery times may be delayed due to increased parcel volumes and are therefore approximate. If the parcel is delayed, please contact us. In this case, we can submit a delivery time complaint to DHL after approx. 5 days. If this is not sufficient, we will request an inquiry after approx. 10 days.

    • How can I track the status of my order?

      To track your order, click on ‘Your customer account’ in the top right-hand corner of our online shop. Please log in here and navigate to ‘my orders’. There you can check the status of your order.

      If you have placed a guest order, click on the DHL tracking number in the dispatch confirmation email we have sent you. If you have not yet received this email, the parcel has not yet been dispatched.

      Alternatively, you can enter the tracking number for parcel tracking directly at DHL following this link. Here you can view the current status of the parcel (dispatch or return) at any time.

    • Where can orders be delivered to?

      Items purchased in our online shop can be delivered to Switzerland, Germany, Austria, France, the Netherlands, Italy, Belgium, Denmark, Poland, the Czech Republic, Sweden, Finland, Spain, Estonia, Latvia, Slovakia, Slovenia, Greece, Hungary, Lithuania, Luxembourg, Portugal, Romania, Bulgaria and Croatia. If you wish to send your order to an address in any EU country please order via this link.

      Please make sure that you specify your exact delivery address for safe delivery and ensure that you or a person authorised by you can receive the parcel. If you are sending to a parcel shop or a packing station, you will need the relevant documents or functions for legitimisation. If we are unable to determine the address in the specified country, we will unfortunately be unable to deliver the parcel and will have to cancel the order.

Delivery

    • Is delivery to a PO Box address possible?

      When shipping to a P.O. Box address, you do not need to enter the street and house number. Instead of the street and house number, please enter the P.O. Box number under "street".

    • Can I have my parcel sent to a packing station?

      Select your desired "packing station" option in the order process and enter your postcode for the relevant Packstation. Please ensure that your personal billing address is entered. 

    • I have received an item that I did not order, what can I do?

      Please inform our ROECKL customer service by e-mail to at kundenservice@roeckl.com Please document this with a photo. We will then discuss the next steps with you. 

    • Is my parcel insured?

      Your parcel is insured against theft and damage during transport. To guarantee insurance in the event of a return, please use the return label provided enclosed with your order. At collection of the parcel by the shipping provider, ensure you request a signed receipt. This also applies if you drop your parcel off at a drop-off spot. Be sure to keep your postal delivery receipt until you have received our returns confirmation. 

    • My parcel was damaged when it arrived, what should I do now?

      If a parcel arrives damaged or the contents are incomplete, please document this immediately and present the damaged item to your nearest post office within three working days. DHL will record the damage report. At the same time, please inform our customer service by e-mail. 

    • My parcel has not arrived, what can I do?

       The delivery time in Germany is 1-3 working days.  

      The delivery time outside Germany is 3-5 working days.  

      Please note that DHL's delivery time may be delayed due to increased parcel volumes. If the parcel is delayed, please contact us. In this case, we can submit a delivery time complaint to DHL after approx. 5 working days. If this is not sufficient, we will request an enquiry after approx. 10 working days.

    • Can I collect my order from the shop?

      No, unfortunately this is not possible. You are welcome to contact our customer service to enquire whether a desired item is available locally in a ROECKL boutique. Please note that purchases in the ROECKL online shop are completely separate from purchases in our boutiques. Returns or exchanges are always made via the channel through which the initial purchase was made. 

Returns

    • How many days do I have to return a product?

      In addition to the 14-day cancellation period, we grant you the right to return ordered goods to us within 30 days of receipt. Please return the goods exclusively with our shipping service provider DHL to the address stated on the return label.

      The right of cancellation does not apply to consumers who do not belong to a member state of the European Union at the time the contract is concluded and whose sole place of residence and delivery address are outside the European Union at the time the contract is concluded.

       

    • How do I return my order?

      You will find the return slip and the DHL return lable in the parcel. Please fill out the return lable completely. Place the items you wish to return in the packaging provided. Then stick the return lable on the outside of the box and make sure that the box is well sealed when you hand it in at one of the DHl drop-off points. Please keep proof of postage until you receive the return confirmation by e-mail from ROECKL. 

    • How do I return goods from abroad?

      Unfortunately, we are unable to enclose DHL return labels for deliveries outside Germany. Therefore, please proceed as follows for returns:  

      1. Please click on the following DHL returns link of your destination: Austria (AT) | France (FR)Netherlands (NL) | Italy (IT) | Belgium (BE) | Sweden (SE)| Denmark (DK) | Poland (PL) | Czech Republic (CZ)Finland (FI) | Spain (ES) | Portugal (PT) | Estonia (EE) | Latvia (LV) | Slovakia (SK) | Slovenia (SI) | Hungary (HU) | Lithuania (LT) | Luxembourg (LU) | Greece (GR) | Romania (RO) | Bulgaria (BG) | Croatia (HR) . If you would like to send a return from Switzerland (CH), please write an e-mail to our customer service stating the order number and the item(s) you would like to return.
      2. Please complete the form including the order number (starting with ‘4000’, ‘5000’, ‘6000’ or ‘7000’) in the first field under ‘Customer reference’ and generate the return label (only EU countries, not CH).
      3. Print out the return label and stick it firmly onto the parcel. Alternatively, you can show the QR code on your mobile device and have it scanned by DHL.
      4. Take the parcel to the nearest DHL drop-off points (post office, parcel shop or packing station) or have it scanned directly by the DHL courier.

      Please keep the postal delivery receipt until you receive the return confirmation by email from us. 

    • Where can I find a cancellation policy?

      You will find our cancellation policy on your order confirmation.

    • Which products can be returned for credit?

      If you wish to return products from your order, they must fulfil the following requirements in order for you to receive a refund.   

      All items must be in their original condition. All original product information and lables must be still attached to the items concerned. Worn, used, altered or damaged goods can not be accepted. 

    • How do I get a new DHL return lable?

      If your order does not include a DHL return lable, please contact our customer service team by email at kundenservice@roeckl.com. 

    • Can I exchange or return a product in the boutique?

      Products purchased in our online shop www.roeckl.com cannot be exchanged or returned in the ROECKL boutiques. Our colleagues in the boutiques will be happy to advise you. The returns process for purchases in the online shop remains completely separate from purchases in the boutique. 

    • When will I be refunded?

      Please be assured that we will endeavour to process your refund as quickly as possible. As soon as you receive a confirmation of receipt of your return by e-mail, the refund will be made to the payment method selected in your order. 

    • Where can I post my return?

      You can post your return at any DHL post office. 

    • Do I have to pay return shipping costs?

      If you return goods with a DHL return lable issued by us, you will not have to pay any shipping costs. For Austria, you will not find a DHL return lable enclosed in the parcel. Please use this link to request your return lable for free return shipping. 

    • Can I return an item that I have received as a gift?

      You can return a gift. To do so, you will need the return slip and the DHL return lable. The refund will be made to the payment method used by the customer when placing the order. 

    • How do I exchange a product?

      ROECKL exchanges always take place in 2 steps.  

      1. Return the unsuitable product by sending it back with a DHL return lable for a refund. 
      2. Place a new order for the desired item in the ROECKL online shop.
    • What is a complaint?

      A complaint is when the delivered goods are damaged after the parcel has been opened. In these cases, it is important to know what has happened to the product. Please contact our customer service at kundenservice@roeckl.com and send a photo of the damaged product. You will then receive detailed information on how to proceed. 

Complaints & Warranty

    • What is a complaint?

      A complaint is when the delivered goods are damaged after the parcel has been opened. In these cases, it is important to know what has happened to the product. Please contact our customer service at kundenservice@roeckl.com and send a photo of the damaged product. You will then receive detailed information on how to proceed. 

    • Is there a guarantee?

      All ROECKL products are subject to high quality standards - only the best materials in handcrafted quality manufacturing are used.

      If a product should nevertheless show damage after a short period of time, you can make a claim for the damage free of charge.

      The first point of contact for this is always the dealer from whom the product was purchased.

      If this is not possible, please contact our customer service with precise purchase details (copy of purchase receipt) and a photo of the damage and a description.

      Within the scope of the warranty, only goods with proof of purchase that are clean and have been handled properly can be accepted. Worn gloves  can not be returned. We only accept returns for regular collection items not goods purchased as samples or promotional goods.

      To return, please include the properly completed service order form.

    • I have lost a glove & would like to reorder a single one. Is this possible?

      Please understand that it is not possible to reorder a single glove, as gloves are always made in pairs, just like socks or shoes. The glove maker makes the left and right hand from one piece of natural leather so that they match in structure and appearance. We will be happy to help you buy a new pair of gloves. 

Gift vouchers

    • Are ROECKL gift vouchers available?

      We currently only offer ROECKL gift vouchers for sale in our own ROECKL boutiques. You will receive this in the form of a paper voucher. 

    • Are gift vouchers accepted as a payment method?

      Gift vouchers from our ROECKL boutiques cannot be used for payment in the ROECKL online shop. 

    • Do my gift vouchers expire?

      ROECKL gift vouchers are valid for 3 years. 

    • Can I add a greeting card to my order?

      Unfortunately, it is not currently possible to add a gift card to your parcel. 

Size guide

    • When does a glove fit?

      Please put on your new ROECKL leather gloves slowly and carefully. Slip the gloves over the back of your hand and avoid pulling hard on the slit. ROECKL leather gloves should fit snugly but comfortably on your hand, as they will widen a little over time due to the movement of your hand and the warmth of your hand. Wrinkles on the backhand indicate that the gloves are too large. The gloves should fit snugly in the spaces between your fingers. The gloves should not be tight even when the hand is spread apart. 

    • How do I find out my size?

      On every product page in our online store you will find a size guide with general recommendations to help you find the right size. Please note that glove sizes for women are not the same as for men. You can also find our size guide here. 

    • How do I find out the bag sizes?

      You will find the dimensions in cm for the width, height and depth of a bag on every bag product page under the product details. 

Product care

    • How do I care for my ROECKL leather gloves?

      To ensure that your ROECKL leather gloves continue to look neat even after repeated wear, you should give them a quick, firm tug after wearing and store them lying down, separated into light and dark colors. This will help them retain their shape and color. Dry damp gloves flat, not on the radiator and not in the sun. Keep putting the gloves on while they are drying to keep the leather supple. During the summer, store winter gloves in tissue paper in an airy place, preferably separated into light and dark colors. The same applies to summer gloves. If necessary, you can freshen up suede gloves with a suede brush. Light water stains can be removed by pulling the leather. New gloves do not need to be treated, fixed or impregnated as a precaution. 

    • Can I wash my leather gloves?

      Please do not wash your ROECKL leather gloves, but take them to a specialist leather cleaner if necessary

    • Can/should I treat the leather gloves with impregnation spray?

      Your new ROECKL leather gloves do not need to be prophylactically treated, fixed or impregnated. Leather has a natural self-protection. Nappa leather gloves in darker colors can be treated with waterproofing spray. Please follow the instructions for use of the spray. Unfortunately, we cannot accept any liability for any discoloration. 

    • How do I care for my ROECKL bag?

      It is best to store your valuable leather products  away from direct sunlight, dirt, dust and moisture. A r circulation should however be ensured. ROECKL bags are best stored in the dust bag supplied.   

      This is how to care for smooth leather with a closed surface (including embossing):   

      Please clean the leather thoroughly, but not too damp, with a mild cleaner before caring for it. Special creams or a cleaning foam are best suited for smooth leather bags. For surface care, you should use a neutral (never colored!) leather care/cream that protects against dirt and drying out. Please follow the instructions for use of the cleaning and care products you wish to use. 

    • Do I need to protect my leather goods from light & sun?

      Please store the leather goods in a place protected from light. 

    • How do I wash my scarves properly?

      We recommend that you do not wash your ROECKL scarf yourself. To ensure that the fine silk scarves retain their color brilliance and remain beautiful for a long time, ywe reccomend a professional dry cleaner. If the silk scarf is creased, it is always advisable to place a dry, thin cotton cloth between the iron and the silk scarf. Please be aware that the steam and the spraying can cause water stains. It is best to dry silk and other natural fibers gently and slowly. Avoid exposure to direct sunlight or heat, as these can change the fiber structures and thus the quality of silk and fabric. You can fold the cloth carefully for storage. Please follow the care instructions on the product and in the product description in our online shop. 

    • How do I wash my knitting accessories properly?

      To ensure that your knitted accessories remain beautiful for a long time and do not lose their shape, you should only wash them by hand if possible. When hand washing, only use lukewarm water and do not soak your accessory or leave it in the water for too long. Then rinse the knitted item with cold, clear water and squeeze it out carefully. You can then roll it up in a towel and lay it out to dry on absorbent terry towels. For machine washing: Turn your knitted accessory inside out in the washing machine. The temperature must not be higher than 30 degrees. It is best to set the washing machine to the wool cycle. Please store the knitted accessories horizontally in the closet. Please also follow the care instructions on the product and in the product description in our online shop. 

My customer account

    • What advantages do I have with a ROECKL customer account?

      With a ROECKL customer account, you always have access to your personal ROECKL customer data. You have an overview of all your orders. You can view your order and shipping status at any time. You can also save items in your wish list or shopping cart for later and manage your newsletter & back-in-stock notification subscriptions. 

    • How do I create a ROECKL customer account?

      You can easily create a customer account online at www.roeckl.com. In the desktop version, you will find a little man at the top of the page on your laptop or PC. Please click on it.  

      A new window will open with the button: "Create an account". Click on it and then fill in all the fields marked with an *. Select a secret password and confirm all the information by clicking on "Create an account".  

      When you log in to your ROECKL customer account in the future, you will be asked for your password and e-mail address.  

      You can view, change or add to your details in your customer account at any time. Are you already a customer and have forgotten your password? Then you can click on "Forgot password" when logging in for registered customers and have a new password link sent to you. 

    • How can I change my personal data?

      To change your personal data in your ROECKL customer account, please log in with your ROECKL access data at www.roeckl.com. Clicking on "My account" will take you to your account overview. Here you can, for example, change your e-mail address or password at any time, edit or delete saved addresses, manage your newsletter subscription, back-in-stock notifications and wish list. 

    • How can I delete my ROECKL customer account?

      Please contact our customer service kundenservice@roeckl.com.

    • Have you forgotten the password for your existing customer account?

      Click on "Customer account" at the top right of our online store www.roeckl.com. Enter your e-mail address and then click on "Forgot password". If you have entered an e-mail address that belongs to an existing ROECKL customer account, you will receive an e-mail after a few minutes with a link to reset your password.  

    • Can I place an order without a customer account?

      You can also order as a guest at www.roeckl.com without needing to create a customer account.   

      If you wish to place an order, you have the option of selecting new customer  or guest during check-out. After you have submitted your address details and selected the payment method for your order, confirm this by clicking on "Buy now". Please note that you will not be able to view the status of your order if you are placing an order on our site as a guest. Therefore, make sure you enter your e-mail address correctly before confirming your order. 

Newsletter

    • Would you like to subscribe to our newsletter?

      To register for our newsletter, you will find a field at the bottom of our homepage where you can enter your e-mail address. Click on "Register now" to proceed to the next step. Enter your name, date of birth, preferred country and language. Click on "Register now" to confirm your registration. You will then receive a confirmation e-mail from ROECKL asking you to confirm your e-mail address again. In the next e-mail from ROECKL you will receive your 10% discount code. (However, if your e-mail address has already been entered for the newsletter mailing, the newsletter mailing will be activated, but you will not receive another 10% discount code). 

    • How do I find out what's new at ROECKL?

      We usually send out a weekly ROECKL newsletter by e-mail . We will also inform you about special promotions. 

    • Would you like to unsubscribe from our newsletter?

      You can unsubscribe from our newsletter at any time. You will find the corresponding link at the end of our newsletter. 

ROECKL Sport

    • What do I do if I have a request for Sporting Gloves (riding gloves, cycling gloves, ski gloves, etc.)?

      Please contact Roeckl Sporthandschuhe directly regarding sports gloves (cycling gloves, riding gloves, ski gloves, etc.),  

      Contact:  

      • Roeckl Sporthandschuhe  
      • Brienner Straße 53a, 80333 Munich  
      • E-mail: info@roeckl.de  
      • Phone: +49 (0)89 / 72018830  
      • Website: www.roeckl.de 

CONTACT US

kundenservice@roeckl.com

Please note that it may take a few days for us to get back to you due to a high number of requests.

Thank you for your patience.

 

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