FAQs

ORDERS

1. Can I cancel my order after I placed it?
Unfortunately we do not accept any cancellations of any order since we instantly process it to ensure the quickest delivery possible.

2. Can I change an item in my order after I have placed it?
To exchange an item for a different product we kindly ask you to place a new order. The process of exchanging an item is the same as returning an item. Please be aware that you will have 14 days from the day that you have received your order to return a product.

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! Send an email as soon as possible to customercare@roheframes.com with your order number and a picture of the fault. They’ll be more than happy to help you out.

 

PAYMENTS

1. Which payment methods do you accept?
We accept IDEAL, Visa, Mastercard and PayPal. In certain regions, Klarna is also available.

2. I forgot to add a billing address to my order. What can I do?
Please email our customer service team customercare@roheframes.com with your order number and billing address. However, please note that if your order is already processed and dispatched, we are unable to change the details of your order.

 

PROMOS & DISCOUNTS

1. I’m a new customer. Can I get a discount on my order?
All new email 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. Please get in contact with our customer care department: customercare@roheframes.com.

3. Can I use more than one promo 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 not valid when purchasing items 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.

3. Which courier company do you ship with?
We currently ship via DHL.

4. How long does it take to dispatch my order?
Every order placed before 1pm on Monday-Friday, will be processed the same day. Please note that our distribution center does not dispatch orders on weekends or public holidays. Please note that during sale periods our dispatch time might be longer. For the specific 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 specific 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, please be aware that orders placed for delivery outside the European Union may be subject to additional government duties and fees at the customs authorities of the country of destination. These fees must be paid by the receiver.
Please note that due to the Brexit, UK orders over €150 have to pay import duties. We cannot estimate or control the amount imposed upon delivery as the customs regulations vary from country to country.
For orders from the United States of America: Please note that orders below 800$ are not charged to additional government duties and fees at the customs authorities of the country of destination. Unfortunately, for orders above 800$ we cannot estimate or control the amount imposed upon delivery as the customs regulations vary from country to country.
If you have any doubts, please contact our customer service 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 DHL’s website with the tracking number provided. Otherwise, please email our customer care customercare@roheframes.com with your order number.

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?
Purchased items can be returned within 14 days of receiving it. Please visit our returns policy page to start your return process.

2. Can I return a sale item?
If the item is not quite right, you can of course return it. To know how to process a return please visit our return policy page.

3. I have no pre-paid return label within my order. What can I do?
Only orders in Europe will have a pre-paid return label, if it was not in the box our apologies for this inconvenience. Please contact our Customer Service Team at customercare@roheframes.com

4. How long will it take for my refund to be processed?
Once we receive and approve your return, the refund will be processed within 14 days at the latest. Reimbursement of funds will be allocated back to the original form of payment used for purchase.

5. Do I have to pay for my return?
Rohé Frames offers free returns on orders above 250 EUR in zone 1 and 2 (EU). All orders placed in the EU are included with a DHL pre paid label that you’re obligated to use when placing a return.

For returns placed outside of the EU it is the customers responsibility to arrange and pay for the return shipment. For explanation of the return shipment please click here.

 

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 the size chart on the product page below the list of available sizes. If you are still not sure which size to choose, feel free to contact our Customer Service Team at customercare@roheframes.com.

2. Where can I find the care instructions for a garment?
You can find the care instructions for each textile under our careguide policy. 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?
Please subscribe to the waitlist on the product page to be notified whether the item comes back into stock.

 

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 Service Team about the status of your order at customercare@roheframes.com and they will look into it.

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.

 

OBJECTS

1. How can I order your objects?
Please contact our Customer Service Team at customercare@roheframes.com they’ll be very happy to help you out with any inquiry you may have regarding the objects.

2. Where do you ship?
Objects are only for pick-up at our office in The Netherlands, except for the candle and DNA Book which can be bought directly from our website.

3. How can I proceed with the payment?
Our customer team will handle the payments regarding the object you might be interested in. Please contact customercare@roheframes.com

4. What is the delivery time of the products?
It’s up to you! We have all products in stock at our office located in Amsterdam. Just email our customer care and set a pick-up date that works best for you.

 

CONTACT & CUSTOMER SERVICE

1. How can I contact ROHÉ customer service?
For information about products, orders, returns & exchanges and all online support, please feel free to contact us 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 Interested in selling Les Coyotes de Paris, please contact: sales@roheframes.com.

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

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