ORDERS

1. Can I cancel my order after I placed it?
We are unable to accept order cancellations or changes as we instantly send orders to our warehouse to ensure the quickest delivery possible. 

2. Can I change an item in my order after I have placed it?
We are unable to accept order changes. To exchange an item for a different product we kindly ask you to place a new order, and to return your original order once it arrives. Please refer to our return & exchanges policy here.  

3. I’ve received a faulty item in my order. What should I do?
We're so sorry to hear that your order didn't arrive in perfect condition. Please send an email as soon as possible to customercare@roheframes.com with your order number and a picture of the fault. We’ll be more than happy to help you out.

 

EXCHANGE

1. Can I exchange an item?
In order to organise an exchange, please return your original order and repurchase the new item. You can read our full returns & exchanges policy here. 

 

PAYMENTS

1. Which payment methods do you accept?
We accept IDEAL, Visa, Mastercard and PayPal. 

 

PROMOS & DISCOUNTS

1. I’m a new customer. Can I get a discount on my order?
All new newsletter subscribers will receive a 10% discount on their first order. We'll send you a discount code to use at checkout if you subscribe to our newsletter and confirm your email address. If you can't find the email in your regular inbox, please check your spam folder.

2. My discount code doesn’t work. What can I do?
We are sorry to hear that you are having trouble checking out with your discount code. Please get in contact with our customer care team at customercare@roheframes.com.

3. Can I use more than one discount code at the checkout?
No, you can only use one discount code at a time.

4. Do discount codes apply for items that are on sale?
Discount codes are only valid towards full price purchases and cannot be used towards products that are on sale. 

 

SHIPPING

1. How much does shipping cost?
You can find our detailed shipping policy here with the shipping costs included.

2. Do you ship internationally?
Rohé Frames offers Worldwide Shipping. Please note that we are unable to ship orders to the Russian Federation nor Ukraine.

3. Do you ship to the US? 
Shipping to the US is available through our US store here. 

3. Which courier company do you ship with?
We currently ship via UPS and FedEx.

4. How long does it take to dispatch my order?
We aim to process all orders placed before 1pm on between Monday-Friday on the same day. Please note that our distribution centre does not dispatch orders on weekends or public holidays, and during sales periods our dispatch time might be slightly longer. For the expected delivery times per country, please refer to our shipping page here.

5. How long will it take to receive my order once it has been dispatched?
Please be aware that delivery times are indicated from the day the order has been dispatched. For the delivery times per country, please refer to our shipping page here.

6. Should I expect customs when I receive my order?
We ship from the EU. Duties and taxes are calculated for each order and will be clearly displayed in the checkout alongside the shipping costs. These charges are remitted to the relevant authorities on your behalf and are non-refundable if you return your order. In such cases, you will be solely responsible for filing a drawback claim with the appropriate governmental authority.

For orders placed in the UK additional government duties and custom fees are already included in the price.

If you have any doubts, please contact our customer care team customercare@roheframes.com

7. How can I track my order?
Once your order has been shipped you will receive an email with a track & trace number to track the status of your order. If you have not received it, please check your spam box. You can also visit the shipping providers website with the tracking number provided. Otherwise, please email our customer care team at customercare@roheframes.com with your order number and they would be happy to help you. 

8. Why hasn’t my order arrived within the indicated delivery time?
Although we make all reasonable efforts to ensure that your order is delivered within a specific time period, we cannot take responsibility for late deliveries once the order has left our distribution center. Our customer service team will do their best to inform you of any unexpected delays. If you have problems tracking your order, please contact customercare@roheframes.com

 

RETURNS & REFUNDS

1. What is your return policy?
Orders can be returned within 14 days of the delivery date. Please visit our returns policy page here to start your return process.

If you made your purchase through a partnered retail location, then any return will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned directly to us.

2. Can I return my order without the Róhe fabric bag?
No, all orders must be returned in the same packaging they arrived in. If you return your order without the fabric bag, we are unable to process a refund.

3. Can I return a sale item?
If the item is not quite right, you can of course return it. Please note items marked as final sale are unable to be returned or exchanged. For more information about this and to start a return please visit our return policy page.

4. How long will it take for my refund to be processed?
Once a return arrives at our warehouse, please allow 2-3 business days for the return to be processed by our team. If the return is accepted, a refund will be made within 14 days at the latest. Reimbursement of funds will be allocated to the original form of payment used for purchase.

5. Do I have to pay for my return?
A pre-paid return label can be downloaded via our return app. A return handling fee of €10 will be deducted from your refund. Please note, the initial shipping fee will not be refunded.

 

PRODUCTS & STOCK

1. I’m not sure which size to choose. Can you help me?
If you have any questions regarding the sizing and fit of our items, we are happy to help.  You can find a measurement chart for each product by selecting ‘size chart’ on the product page. It can be helpful to compare these measurements to a garment you already own to get the best idea of size and fit. If you are still not sure which size to choose, feel free to contact our customer care team at customercare@roheframes.com.


2. Where can I find the care instructions for a garment?
You can find the care instructions for each product on its product page. Additionally you can read more about caring for your Róhe garments here.  You can also find this information on the inside label of our products. Please make sure to handle each product according to the care instructions so you can enjoy your Rohé Frames pieces for a long time.

3. The item I’d like to purchase is out of stock. Will it come back into stock?
To be notified if a product comes back in stock, select “email me” on the product page on your chosen size and you will be added to the waitlist. Not all items will be restocked. If you would like to enquire about a specific piece please reach out to our customer care team and they would be happy to provide more information.  

 

TECHNICAL ISSUES

1. My payment has been rejected. What can I do?
In most cases, this is caused by the issuing bank’s policies. Please contact your credit card provider or contact PayPal directly to find out the reason and whitelist the transaction.

2. I haven’t received a confirmation of my order. Is it still valid?
Please make sure your order confirmation email is not in your spam folder. If you haven’t received an order confirmation email within an hour, please contact our customer care team about the status of your order at customercare@roheframes.com and they can look into this for you.

3. Do I need to create an account to place my order?
While we recommend creating an account for a faster checkout process, you can place your order as a guest.

 

 

CONTACT & CUSTOMER SERVICE

1. How can I contact Róhe customer service?
For information about products, orders, returns & exchanges and all online support, please feel free to contact our customer care team at customercare@roheframes.com. We are available Monday to Friday from 9am - 5pm Central European Time. 

2. How long does it take to answer an inquiry?
We aim to respond to all inquiries within one business day. However, during peak periods it might take up to two business days for us to get back to you.

3. How can I contact your sales team?
If you’re a retailer interested in selling Róhe Frames, please contact: Estelle@roheframes.com and Julia@roheframes.com.

4. How can I contact your press team?
To contact our press team, please email: press@roheframes.com.

4. Do you have any open positions at the moment?
Please visit our careers page here for all vacancies.