Discover our winter collection 2024 / 2025

Return & Exchange

    • 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?

      The parcel contains the return slip and the DHL return label (exception: delivery abroad). Please fill out the return label completely. Place the item you wish to return in the packaging provided. Then stick the return label on the outside of the box and make sure that the box is well sealed when you hand it in to the DHL centre. Please keep the proof of postage until you receive the returns confirmation from us by e-mail.

    • 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 the 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 labels 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 label?

      If your order with delivery within Germany does not include a DHL return label, please contact our customer service by email.

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

      Products purchased in our online shop 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 email, 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 drop-off point (post office, parcel shop or packing station). 

    • Do I have to pay return shipping costs?

      If you return goods with a DHL return label issued by us, you will not have to pay any shipping costs. For deliveries abroad you will not find a DHL return label enclosed in the parcel. Please follow the instructions mentioned above.

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

      Yes, you can return a gift. In order to do so you will need the return slip and the DHL return label.

      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 two steps:

      1. Return the unsuitable product by sending it back with a DHL return label for a refund. 
      2. Place a new order for the desired item in the ROECKL online shop.
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