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. 

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.

If a certain size is not available for purchase, you can use our 'back in stock' alert 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. 

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. 

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. 

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. 

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. 

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. 

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. 

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. Please note that shipping and delivery information for orders paid via PayPal cannot be changed after the order has been placed. 

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. 

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". 

Unfortunately we cannot offer you this option. 

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.

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.

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. 

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. 

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.

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.

All transactions carried out on our online shop 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. 

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.

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). 

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.

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

We currently deliver to the following countries:

• 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)

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.

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

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

Select the option "packing station" in the checkout process and enter your postcode for the relevant packing station (Packstation). Please ensure that your personal billing address is entered and the post number is correct. The option is only available for shipping within Germany.

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

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. 

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 ROECKL customer service by e-mail at kundenservice@roeckl.com. 

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.

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. 

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) . 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. 

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 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.

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 and send a photo of the damaged product. You will then receive detailed information on how to proceed. 

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.

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

ROECKL gift vouchers are valid for 3 years. 

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

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. 

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. 

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

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. 

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. 

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

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. 

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. 

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. 

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. 

Please contact our customer service kundenservice@roeckl.com.

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.  

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. 

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

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