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

      You can return your product within 30 days from the delivery date by sending it back with our shipping service provider DHL to the address stated on the return lable. If your return lable is not enclosed in your parcel, please contact our customer service by email at

    • 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 Austria?

      Unfortunately, we are unable to enclose DHL return lables for deliveries to Austria. Therefore, please proceed as follows for returns:  

      1. Please click on the following DHL returns link:  Create return lable 
      2. Fill in the form and create a return lable. 
      3. Print out the return lable, cut it out and stick it on your box/envelope. 
      4. Take the parcel to the nearest post office. 

      Please keep the postal delivery receipt until you receive the return confirmation by e-mail from ROECKL. 

    • 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 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 label?

      If your order does not include a DHL return lable please contact our customer service team by email at 

    • 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 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.
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