FAQ

1. Germany, Austria: free shipping

2. Belgium, Luxembourg, Netherlands*: €5.00 (free shipping for orders over €25).

You also have the option of placing your order directly in the respective country shop for these countries:

Click here for the online shop for Belgium, Luxembourg & the Netherlands

Click here for orders from Switzerland.

For orders from France.

3. Other delivery countries €10.00 flat rate.

The shipping costs are calculated automatically when you place your order. For deliveries abroad (outside Germany and Austria), depending on the items, customs and other fees as well as taxes in the recipient country may be added. These costs are borne by the purchaser and must be paid directly to the relevant authorities. We recommend that you inquire with the responsible authorities.

We deliver to Germany, Austria, France, Italy, Belgium, Luxembourg and the Netherlands (mainland only, no islands). In many other countries we have distributors with their own online shops. For example, if you live in Switzerland, the best place to order is www.blackroll.ch to avoid customs and other fees. Feel free to contact us if you have any questions.

Unless otherwise agreed, the delivery time for deliveries within Germany is usually 2-5 working days, in exceptional cases up to five working days and for deliveries outside Germany up to 7 working days after the completion of the order process by the customer.

In rare exceptional cases, there may be delays in delivery, which can extend delivery times up to 7 working days.

Unfortunately, we have no control over delays in delivery caused by the parcel service.

We would be happy to send your order to a packing station. You can select this delivery option in the check-out. In the “Information” step you can enter the details of the packing station under the delivery address. Make sure to enter the complete and correct address for your order:

• First name: Max
• Surname: Mustermann
• Company/Post number: Your post number
• Street/house number: Packing station with number
  
• City: City name of the packing station
  
• Country: Germany
• Postcode: Postcode of the packing station

The parcel delivery company depends on the country.

• Germany: DHL
• Austria: Post AT
• France: DPD
• Other countries: DHL International

Yes, all of our returns are free of charge.

Create the appropriate return label for your free return. You can find the exact instructions here.

Please note that we cannot accept returns at our headquarters in Switzerland. Please use our free returns label for returns.

After we have received your return, we will refund you the amount. For this we will use the payment method which you have chosen for your order.

After we receive your return, we will check which items have been returned. Only then will we confirm receipt of the return by email. Therefore, it can take up to 14 days to receive a confirmation of your return with all the details of the refund.

If your return takes more than 14 days, contact us via email at shop.int@blackroll.com. Don't forget to have your order number and return receipt ready.

You can return items to us free of charge within 90 days, even if you bought them on sale.

We cannot automatically offset an item against another one, so unfortunately a direct exchange is not possible.

In the online shop you can see whether the item is still available in the right size or colour, and order it again right away.

Just send your first order back. We'll refund the purchase price within 14 days of receiving your return.

Was the wrong item delivered to you instead of the item you ordered? Or have you received an additional item which you didn't order?

We apologise for any inconvenience we may have caused.

Contact us directly at shop.int@blackroll.com.

Was your order delivered incomplete?

We apologise for any inconvenience we may have inadvertently caused. Please write to us at shop.int@blackroll.com and we will deal with your request.

You can pay in our shop by PayPal and credit card (VISA, MasterCard, American Express). The respective charge is made when the contract is concluded.

You can either order as a guest in our online shop or you can create a user account. You can do this here in just a few steps. Confirm your registration via the link in the email we'll send you. With your customer account, for example, you have the option of viewing your orders or checking the shipping status of your order.

To place an order, put the item you want in the shopping cart and click the “Checkout” button. Now enter your contact information and your preferred payment method and complete the purchase.

Telephone orders and orders via email are not possible.

Since your order is processed automatically and immediately sent to our logistics partner, it is unfortunately no longer possible to cancel the order after it has been placed. Of course, you have the option of returning the package free of charge upon receipt. To return.

How can I make a complaint?

First of all, we are sorry if you are not satisfied with your new BLACKROLL® product. Your feedback is important to us in order to be able to further improve our quality.

Please fill out our complaint form or send your complaint to shop.int@blackroll.com and provide us with the following information:

• Order number
• Product concerned
• Photos of the defect

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