FAQs – ROCCOBAN

In our online shop, you'll find it easy to navigate: You can either conveniently use the search function in the header or navigate through our categories. By selecting a main category, you'll get an overview of the subcategories it contains. Once you've chosen the appropriate subcategory, you'll see a product list with all the items available in that category. For better overview, a selection menu with some important product features appears at the beginning of the list. This allows you to filter and display only those items that meet your preferences. You can also sort the product list by various features, such as size, price, etc.

If you come across an interesting item, you can click on it to view the product details page. Here you'll find all the essential information about the item. Once you've found your desired product, you can add it to your shopping cart.

When you've added all the desired items to your shopping cart, you can proceed to checkout. This is done in a few steps: You can access your shopping cart by clicking on the 'Shopping Cart' button in the top right corner. In the shopping cart, you have the opportunity to review and, if necessary, correct all selected items. If you're ready to place your order, click on 'Proceed to Checkout'. You'll then be prompted to enter your personal information by selecting between the buttons 'Login', 'Register Now', or 'Continue without Registration', depending on whether you've already registered with us or not.

Next, you'll proceed to (1) enter your billing & shipping address, choose the shipping method, accept our terms and conditions, and (2) select the payment method on the order overview page. Here, you can review all order details again and make any changes or adjustments by clicking the 'Edit' button or cancel the order (e.g., by closing the browser window). Only by pressing the 'Buy Now' button, the order process is completed.

Once your order has been received in the system, you'll receive an automatic confirmation email listing all the order items. You'll also receive a shipping notification with tracking information once your items have left our warehouse.

Of course! If you need further information about our products or assistance with your order, our customer service team is available to assist you via phone or email.

Contact Information:
Phone: +49 30 23596483
Email: support@roccoban.de

If you prefer to be contacted by a representative, you can fill out our contact form here , and a member of our customer service team will get back to you within 24-48 hours.

No, basically there is no limit for your order in the Roccoban online shop. However, an individually evaluated creditworthiness and address check is carried out for each order based on mathematical-statistical processes and depends on many different factors, e.g. your order and return behavior, the order value, checking the delivery address and your payment history.

Once an order has been placed, no changes can be made. However, orders can usually be canceled before they are processed by our warehouse team. Once an item has been packed and shipped, the order can no longer be cancelled. Once shipped, you must follow the returns steps to return your item and receive a refund. If you wish to cancel an order, please contact our Customer Service team and provide your order number. The employee will then explain the options to you

We do everything we can to ensure the protection of your data. Your transaction and payment information is processed directly by our payment service provider - securely encrypted and processed in compliance with strict banking standards. Your credit card details are sent directly to your bank and cannot be read or accessed by third parties.

You can conveniently pay with us via Klarna, PayPal, Sofort, prepayment or credit card. We accept Visa, MasterCard and American Express.

Payment by immediate payment, is a fast and convenient payment method with TÜV certificate and TÜV-tested transaction security based on proven online banking with PIN/ TAN entry for secure processing of your online purchases. Sofort works like a normal online transfer from your bank. You can carry out the payment process for an online purchase directly with the account details of your online bank account. The individual steps at a glance: During your order, select your payment option Sofort. As soon as you have entered your order data completely, click on "Continue to payment". You will be automatically forwarded to the Sofort GmbH payment form. The following information has already been filled in for you:

- Roccoban bank transfer

- transfer amount

- purpose (transfer number, customer number)

Please enter your bank code first so that we can establish a connection with your bank.

Enter your login name and PIN as well as the TAN assigned by your bank. Note: The actual order is completed in the next step, after entering and confirming your bank details on the secure Sofort GmbH form.

If you select "Continue" after entering your TAN, the order process is complete and you will receive your order all important information such as transfer number, order reference number and your customer number. Please note that you will never be asked about your PIN/TAN data by employees of MW Brand Solutin or Sofort GmbH! If this is the case, it is very likely an attempt at fraud. If you suspect fraud, please contact us immediately at support@roccoban.de

Payment via PayPal - When selecting the PayPal payment method in the checkout, you will be taken from the order overview after clicking on "Continue to Payment", automatically forwarded to your PayPal page. With PayPal you can easily pay by entering your e-mail address and password. Your PayPal account will be debited directly with the corresponding amount and you will receive a confirmation of receipt of payment by e-mail.

Payment in advance - If you choose the payment method in advance, the goods you have ordered will only be shipped sent after receipt of payment of the invoice amount.

After completing your order, you will receive an e-mail with all the necessary information for a transfer. The desired items will be reserved for you until payment is received. However, please note that we can only hold the reservation for a maximum of five days.

Payment by credit card - We accept the major credit cards Visa and MasterCard and American Express. We also guarantee that your highly sensitive information is absolutely safe from third-party access, as we use modern technology to protect your data and send all entries encrypted via a 128-bit SSL connection. When you send your order, the invoice amount will be reserved on your credit card. Your credit card will only actually be charged when the goods are handed over to the sender. In the case of a return, we will credit the amount to your credit card account immediately after processing the goods receipt. Shipping by express - cannot be refunded if the goods are returned.

Heeyyy congratulations! Using a promotional code is very simple. All you have to do is enter it in the “promotional code” field at checkout. Please be careful when entering the code and enter it exactly as you received it. The discount will be displayed at checkout before entering payment details. Before proceeding with the payment, you should check the order total to ensure that the promotional code was charged correctly.

Please contact our customer service immediately. We will do everything possible to enable you to use the promotional code. However, if your order has left our warehouse, you can only use the promotional code with your next Roccoban order. Promotional codes must be entered at checkout and cannot be added after the order has been placed.

Delivery from our online shop www.roccoban.de takes place in the following countries.

Within your delivery area, we will deliver your order to any of your desired countries Address, i.e. you can enter any delivery address that differs from your main address. In any case, the main place of residence must always be given as the billing address.

In Germany you also have the option of having your package delivered to a DHL Packstation. Unfortunately, delivery to a PO box is not possible.

You will receive an order confirmation immediately after you have sent your order. As soon as your order leaves our warehouse, we will send you a shipping confirmation with tracking number by email. Our delivery time is approx. 1-3 working days. With regard to the delivery time, please note that with the payment method prepayment, the ordered goods will only be shipped after receipt of payment of the invoice amount.

If your DHL parcel deliverer does not find you and delivery to other people in your household or to neighbors is also not possible, he will leave you a notification card. Your package will then be kept for you at the nearest post office and will be ready for you to pick up for a maximum of 7 working days (please refer to the relevant notification card for the exact dates).

If you have received an item with a defect or a different item than what you ordered, we will refund these items once we have received them at our warehouse and checked the condition of the garments.

Just send return these items to us with the return slip included in the package, stating the reason for your return. can't you find him? Please contact our customer service, we will take care of everything else for you.

We hope that you love every Roccoban order, but if for any reason you are not satisfied with the items you have ordered on our website, you can return them free of charge within 30 days of the shipping date. Please use the return sticker provided for this purpose.

If you have already paid for the returned goods, we will immediately credit you with the amount.

Please note that returned goods must be in a condition that corresponds to normal use for the purpose of checking the goods - as would be customary in a retail store to try them on - and that the goods have the original labels must be provided. All attachments (accessories) sent with the item must also be returned. If the goods deteriorate due to further use, we reserve the right not to take back the goods and to invoice them accordingly.

. ENTER RETURN REASON: You can find an overview of the return reasons on page 1 of your invoice.

2. STICK THE RETURN LABEL: Peel the return label from your invoice and stick it on the outside of the package. The original address label must either be removed or covered with the return label.

3. SEND THE PACKAGE: Send the package back to us free of charge via DHL.

It should not contain any already known name components or other personal data (i.e. not your first or last name, not your date of birth or parts of the telephone number or e-mail address, etc.). Login and password should never be identical.

If you have forgotten your password, click on the "Forgot your password?" link when you log in as usual. In the next step, enter your email address that you used for your registration. We'll email you a new password.

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You will then receive an e-mail, which we ask you to confirm. By confirming this e-mail by clicking on the link provided, we ensure that you have registered personally and that your e-mail address has not been misused. By subscribing to the newsletter, you accept our data protection guidelines.

Genuine Roccoban items are sold through our website and official stockists. Our customer service and retail teams can tell you if the retailer you bought the item from is an authorized partner and if the item is genuine. If you did not purchase the item from an authorized retailer, we cannot guarantee its authenticity.Roccoban invests heavily in monitoring and taking action against trademark infringing websites and companies.Please contact us if you know or suspect it suspect that a website or retailer is offering counterfeit items.

Chest - Wrap a tape measure around your back, across your shoulder blades, and under your arms. The tape should be straight and parallel to the floor. It also needs to wrap around the widest part of your chest.

Waist - You should measure the narrowest part of your waist between your rib cage and belly button.

Hip - Take the measurement around the widest part, which is usually 7" to 9" cm below the waist

Yes, definitely! If you would like to speak to someone who can give you more information about the items and/or help you place the order, you can contact our customer service team by phone, WhatsApp or email.

Contact information:

Phone:

Email:

WhatsApp:

If you prefer to be contacted by a member of staff, you can fill out our contact form here and a member of our Customer Service team will get back to you within 24 hours.

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