The shipping costs as well as the return costs with the corresponding return label are covered by ROECKL and are therefore free of charge for you. 

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

The delivery time to Austria is 3-5 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.

To track your order, click on the 'Your customer account' section at the top right of our online shop www.roeckl.com. A new window will open. Please log in here and access the menu to track your orders. If you have placed a guest order, enter your DHL tracking number for parcel tracking directly at DHL under the following Link. You can view your status here. 

Items purchased in our online shop www.roeckl.com can be delivered to Germany and Austria. Orders with delivery addresses that are not in the above-mentioned countries cannot be processed by us and will be cancelled by us. Please note your exact shipping address to ensure delivery.

Select the second option "Packing station" in step 2 (shipping) during checkout and enter your email address and your 6-10 digit customer number or postal number in the "DHL Customer Number" field. When entering the number, please make sure that you type it in correctly and check it again after entering it. If the postal number has not been entered correctly, the parcel cannot be delivered successfully.

You can select the desired packing station using the "Select Packstation" function by searching for the postcode.

Please also make sure that your personal billing address is entered correctly and that it is not shown as "Packing station". The invoice will be sent separately to this address. If you have received the parcel but not a separate invoice, please send an email to our ROECKL customer service (kundenservice@roeckl.com).

Please inform our ROECKL customer service by e-mail at kundenservice@roeckl.com. 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 in Germany is 1-3 working days.  

The delivery time to Austria 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.

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