Return & Exchange

The parcel contains the return slip and the DHL return label (exception: shipping abroad). Please fill out the return slip completely.

Place the items 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 at one of the DHL drop-off points (post office, parcel shop or packing station). Please keep proof of postage until you receive the return confirmation by email from us. 

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)
   
2. Please complete the form including the order number (starting with ‘400’ or ‘500’) in the first field under ‘Customer reference’ and generate the return label.
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. 

You will find our cancellation policy on your order confirmation.

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. 

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

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. 

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. 

You can post your return at any DHL drop-off point (post office, parcel shop or packing station). 

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.

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. 

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.