Delivery & Returns
Delivery time, delivery options and shipping costs
Expected delivery time is 2-5 working days from the day of the order placement.
All orders are delivered by DHL to your private address. Unfortunately, it is not possible to choose delivery to a parcel shop.
On orders below 69.95 EUR we charge a 5.95 EUR shipping fee. Free shipping on all orders above 69.95 EUR.
We ship to the following countries:
Denmark, Estonia, Finland, France, Germany, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Spain (49 of 52 provinces), Sweden, Malta, Bulgaria, Hungary, Portugal, Romania, Slovakia, Slovenia.
Tracking
When your order has been shipped you receive and email with a Track & Trace link wherein you can follow your package’s journey.
Change / cancellation of your order
If you wish to cancel or change your order, please contact our customer service as soon as possible, and we will assist you. Since we strive to ship all orders as quickly as possible, there may be certain cases where changes or cancellations are no longer possible.
Return
If you wish to return your order (or parts of your order) you must do this within 30 days after receiving it.
In case of a return, you must follow the steps below:
- Register your return at infode@robell.eu, containing your order number, to receive a return form and label
- Print both and fill out the return form and place it in the return package together with the item(s) you wish to return.
- Close the return package and place the enclosed return label on the outside of the package.
If you are using the original shipping box, make sure the old shipping label is covered or removed
- Hand in the package to a DHL parcel shop. Remember to get a receipt as proof that you have returned the package.
Note: The item(s) must be returned unused, with hangtags and in the same condition it/they were when you received it/them.
We charge no costs when you return an order as long as you use the attached return label. If you choose to return your order by a different delivery method than the one we offer, we will not cover the costs.
When we have received and processed your return, you will receive a confirmation email
Refund
We will process your return package as soon as possible after receiving it. Please note, that it can take up to 14 working days from the time you return the order until the money is refunded to your account.
Once we have processed your return, it typically takes a few days before the money is back in your account.
The refund is always processed through the same payment method you used when placing your order.
Claims
If your wish to make a claim about an item, please send us an email to our customer service: infode@robell.eu where you describe the defect and attach some pictures of it.
Please also inform your order number in the email.
Cancellation, returns and EU right of withdrawal
If you placed an order with us, you can view your order status, request cancellation before shipment, or request a return after delivery through our online order portal.
To access your order, please log in using the same email address that you used when placing the order. You do not need to create a separate password. Shopify will send you a one-time login code by email.
Cancelling an order before shipment
If your order has not yet been shipped, you may request to cancel eligible items directly through the online order portal. Open your order and choose the available cancellation option.
Please note that cancellation is only available for items that have not yet been shipped. If the order has already been shipped, you can request a return instead.
Returning an order after delivery
If your order has already been delivered, you can request a return through the same online order portal. Open your order and choose the available return option.
For customers in the EU, the statutory right of withdrawal normally allows you to withdraw from your purchase within 14 days after receiving the order, unless an exception applies under applicable law.
How to use the online portal
- Click the link below.
- Enter the email address used for your order.
- Enter the one-time login code sent to your email.
- Open the relevant order.
- Choose “Cancel items”, “Return items”, or the available cancellation/return option.
You can also access your order directly from the order confirmation email by clicking the order status link.
Do you need more help?
If you didn’t find what you were looking for, you are always welcome to contact our customer service.
Phone: +49 (0) 5321 551 816
Opening hours: Mon-Fri 09:00 a.m. - 12:00 p.m