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FAQ-Liste

FAQ - FREQUENTLY ASKED QUESTIONS


Here you will find answers to frequently asked questions. If something is still unclear to you, you can contact our customer service at any time via the contact form

MY ACCOUNT

Your registration in the ROHDE online shop makes shopping even faster and more convenient. After successful registration the following services will be available:

- Storage of your billing and shipping address(es)
- Storage of your credit card data
- An overview of your orders and their status
- Subscribe and unsubscribe to the newsletter
- Download return label easily by yourself

Just click on the person icon in the top menu bar. This will take you to the "Login" area. Then select "Register" and you can create your own user profile. Enter your billing address and shipping address(es) and sign up for our newsletter to receive the latest news on exclusive models, discount promotions and inspiring stories.

In the "Login" section you will find the button "Forgot your password?" Click on it and enter the e-mail address you used to register at the ROHDE online shop. Within a few minutes you will receive an e-mail with a link where you can create a new password.

BUYING PROCESS AND PAYMENTS

Unfortunately, we cannot accept orders by e-mail, letter, fax or telephone.

First select the article you would like to order and add it to your shopping cart by clicking the "Add to cart" button. In the shopping cart you can first collect the articles that you would like to order.

You can view your selection at any time under "View cart" and make changes to the selected articles. To do this, simply click on the box icon at the top right of the screen.

When you have made your final selection, click on the "Proceed to checkout" button and initiate the ordering process. To do this, click on the box icon in the upper right corner of the screen again.

You have the choice to register as a customer (see "What are the advantages of registering?") or to proceed with the ordering process as a guest without registering.

Then follow the further instructions and select your billing and shipping address as well as your desired shipping and payment method.

Before completing your order, we will summarize your information for you to check again. Now you have the possibility to make corrections before you send your order.

By clicking on the button "Confirm and buy" you confirm your purchase and submit a binding offer to conclude a purchase contract, which will be checked and then accepted by us.

If you have not yet received a shipping confirmation e-mail, you can contact our customer service and ask them to cancel the entire order. After completing the order, you will not be able to change the shipping/billing address, add or remove articles, or change the size of individual articles. If your order has already been shipped, you can use the legal right of withdrawal within 14 days after receipt of the products and return the products to us.

After completing your order, you will receive an order confirmation by e-mail. This contains all the details of your order. As a registered customer, you can also track the status of your order in your account under "My orders". As soon as the products are shipped from our warehouse, you will receive the shipping confirmation by e-mail.

In the ROHDE online shop you can choose from these secure payment methods:

Credit card (Visa + MasterCard + American Express), PayPal, Klarna Pay Later, SOFORT Überweisung, Apple Pay.

SHIPPING AND DELIVERY

In the ROHDE online shop, products are shipped by parcel delivery with our logistics partner DPD. A standard delivery usually takes 2 - 4 business days.

As soon as we have handed over your order to our logistics partner, you will receive a shipping confirmation including a DPD tracking number by e-mail. With this number you can track the status of your shipment on our website.

ROHDE pays a large part of the shipping costs for you. Therefore, we only charge you € 2.95 per order for a standard delivery within Germany.

To find out exactly where your package is, you can request the tracking number from our shipping partner DPD. You have received the DPD tracking number by e-mail with the shipping confirmation.

That is of course unfortunate. Although we carry out intensive quality controls, it can happen in individual cases that the product does not arrive in perfect condition. In this case, you can of course return the product to us free of charge. Please contact us via our contact form and indicate your order number and the reason for the complaint. You can find the order number in your customer account or in the order confirmation that we sent you by e-mail.

At the moment we only ship to Germany. Therefore, purchases in the ROHDE online shop can only be sent to an address within Germany.

As a registered customer, you can edit your shipping address or add additional shipping addresses in your account under "My addresses".

RETURN AND EXCHANGE

After receiving the product, you can return it to us within 30 days. The product must be returned to us in its original, unworn condition and in the original box. In case of deterioration of the product due to use, we reserve the right to claim compensation.

To return an order, simply log in to your customer account in the ROHDE online shop and click on "Order history". There you will find a list of your orders. Click on the "Returns" link next to your order. A pop-up will appear where you can generate your DPD return label. Within a few minutes you will receive your return label by e-mail as a PDF to print out. Then simply stick the return label on your parcel and hand it in at a DPD parcel acceptance point near you.


If you do not have a customer account in the ROHDE online shop, please use our contact form for the return and enter your order number. You can find the order number in your customer account or in the order confirmation that we sent you by e-mail. Our customer service will send you a return label by e-mail as a PDF to print out. Then simply stick the return label on your parcel and drop it off at a DPD parcel acceptance point near you

Yes, the return is free of charge.

To return an order, simply log in to your customer account in the ROHDE online shop and click on "Order history". There you will find a list of your orders. Click on the "Returns" link next to your order. A pop-up will appear where you can generate your DPD return label. Within a few minutes you will receive your return label by e-mail as a PDF to print out. Then simply stick the return label on your parcel and hand it in at a DPD parcel acceptance point near you.


If you do not have a customer account in the ROHDE online shop, please use our contact form for the return and enter your order number. You can find the order number in your customer account or in the order confirmation that we sent you by e-mail. Our customer service will send you a return label by e-mail as a PDF to print out. Then simply stick the return label on your parcel and drop it off at a DPD parcel acceptance point near you.

Yes, as soon as we have received and booked the products you have sent, we will send you a confirmation of receipt by e-mail.

To return a damaged article, please contact our customer service via the contact form and indicate your order number and the reason for the complaint. You can find the order number in your customer account or in the order confirmation that we sent you by e-mail. Our customer service will send you a return label by e-mail as a PDF to print out. Then simply stick the return label on your parcel and drop it off at a DPD parcel acceptance point near you.

Yes, of course. We will then send you a new, undamaged article, provided that it is in stock in the desired size and color. We will inform you about this in an e-mail. For the return please contact our customer service via the contact form.

After receipt and positive examination of your return, we will refund the purchase price via the payment method with which you purchased from us. In case of an invoice purchase, your invoice will be reduced by the value of the returned article. You pay the invoice minus the product you returned. If the transfer has already been made, the amount will be credited to your bank account. Experience has shown that the refund can take up to five business days (if the refund is to your bank account) or up to ten days (if the refund is to your credit card) after the return has been processed.

CONTACT

You can reach our customer service by e-mail from Monday-Thursday in the time from 09:00 to 17:00 (CET) and Friday from 09:00 to 16:00 (CET). Via the "Contact" link in the footer you can access the contact form and send a message to our customer service, which will be answered as soon as possible.

NEWSLETTER

To keep you informed about trends, news, promotions and offers from ROHDE, you can subscribe to the newsletter. In the lower part of the ROHDE online shop there is an integrated field for the newsletter registration. If you are already a registered customer at ROHDE, you can also register for the newsletter in your account under "My personal data".

If you no longer wish to receive the newsletter, you can unsubscribe from the ROHDE newsletter as a registered customer in your account under "My personal data". 

Alternatively, you can unsubscribe from the ROHDE newsletter using the unsubscribe link in the footer of each newsletter.