1. SHIPPING AND DELIVERY

Ro goods are beautifully packed in our recycled boxes and are shipped from Spain. Orders are prepared at the time the payment has been confirmed and at the following times: Monday through Friday from 9:00 to 16:00 h. Orders placed outside these hours will be prepared the next business day. No shipment on Saturdays, Sundays and public holidays are made. Shipping time below is taking account only working days.

SHIPPING COSTS & TIMES

 

COUNTRY SHIPPING TIME SHIPPING COST
Spain (peninsula), Balearics Islands 1-2 5.90€
France (Service Point,SP), Germany 3-6 9.90€
Portugal 1-2
United kingdom, Austria, Belgium, Croatia, Czech Republic, Hungary 3-6 12.90€
Netherland, Italy, Luxemburg, Poland, Romania, Slovakia, Slovenia,
Andorra, Canary Islands 2-3
15.90€
Bulgaria, Ireland, Estonia(SP), Latvia(SP), Lithuania(SP), 3-6
Denmark, Finland, Sweden, Monaco
Greece, Chipre, Malta, Portugal Islands 1-2 17.90€
Australia, Canada, United States, Greenland, Iceland, Israel, 3-4 27.90€
Japan, Mexico, New Zealand, Norway ,Faroe Island, Gibraltar, Liechtenstein
Singapore, South Korea, Switzerland, Taiwan, Turkey, San Marino

 

Ro uses DHL for domestic and international delivery.  We use land deliveries and offer Express shipment and Service point for European shipping. Uk, Ireland , Bulgaria , Croatia , Romania  and Slovenia, will be delivered by National Post. We ship under the terms of DAP (Delivered at Place).

If client is shipping to a destination outside European Union, customs, taxes and import duties will be levied by the client’s local government and will be the responsibility of the client. We recommend informing yourself at the local customs web of your country, so you will not be surprised by unexpected charges. We can provide approximate charge duties, we have selected only international countries that is less than ten percent. Canada, Iceland, Israel, Mexico, Norway, Turkey, Singapore, South Korea, Switzerland, San Marino, Liechtenstein and Monaco are free import duties of our products. If you refuse to pay the imposed tax/duty OR the product returns due to absence of recipient, 30 € of return shipping fee will be deducted from the original payment. We don’t ship to Ceuta and Melilla.

Important: You must check, in the presence of the delivery agent, the condition of the package delivered and note on the delivery slip any anomalies observed in the packaging or its contents. If the package you receive is battered and you cannot open it around the delivery person before signing it, please note the fact and make sure that you sign for it as “Damage package – goods not yet inspected”. Should you discover any damage to the package prior to opening it please report this to Ro the label applying here FAULTY Items  and the postal agent where you collected the package, as soon as possible and always before 14 days of receiving it, attaching images before opening. 

When your order is shipped, the shipper will send you a confirmatory email with the tracking email with a   tracking link directing you to the shipper’s website. You can track and trace your order using this link and change date of delivery and address selected or select a Service Point.

Shipping times are estimates and commence from the date of shipping, rather than the date of order and are subject to the acceptance and approval of your order. We will always try to dispatch your goods within 24 hours of receipt of the order. An estimated delivery time for your order will be available to view in checkout. Delivery can take longer than expected due to customs clearance procedures in certain countries. Please allow more time for delivery at busy periods.

The shipper  will inform you if the delivery is delayed by email. If you do not receive the products after delivery time or within 30 days, you must notify us to applying LOST PARCEL  here  and it would be grateful that you grant a reasonable additional time for delivery. 

Please note all orders will require a signature on delivery. Please be aware that our service is not a named delivery service and anyone at the designated delivery address may sign for your delivery. We will not be liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery. Service Point  ID required.

When placing your order please ensure that the billing and shipping address details are correct as we are unable to redirect packages once an order has been processed.

If you wish to order any other country out of below countries please contact  PRODUCT INQUIRIES here

Consider as well, orders with more than two items could be charging an extra payment on international deliveries.

2. RETURNS AND CANCEL POLICY

We hope you love the pieces you bought from us If however you wish to return or exchange your purchase from rothelabel.com please note the following:

-Returns are possible worldwide for all full price items within a period not exceeding 14 calendar days after the date of receipt on which you receive the last item in your order. 

-Ro the label reserves the right to not accept any return or merchandise that does not meet the below requirements. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued. We appreciate your understanding. 

-Please be aware that original shipping fees are not refundable, except for domestic and UE shipping if the return is accepted. Customers are responsible for return shipping charges.

 *The cost of the delivery will only be returned in case we deem the goods to have been faulty or wrong before they were dispatched to you. If the damaged item was part of an order containing other purchased items, the cost of the original delivery will not be refunded. You are asked to always examine your received products at the time of delivery and as soon as possible report any deviations from your order to us.

For orders placed outside Europe customs duties and sales taxes are non-refundable through Ro. 
If an item is returned to us because a customer refused to pay for any import taxes or customs duties due payable, Ro the label will seek to recover from the customer all costs or any fees incurred by Ro the label. Please note that if the customer refused to pay custom duties upon delivery, a refund will only be issued after the product has been returned to us. Ro the label will not take charge of any custom taxes related to your return.  

HOW TO RETURN YOUR PURCHASE

To arrange a return online for a refund you have to follow below 5 steps: 

  1. Request the return using the subject REQUEST RETURN applying here within 14 calendar days after you receipt of the ordered items. We need to issue you a Return Authorization (RA) number before shipping. All items being sent back for refund MUST be accompanied by a Return Authorization number. A  RA number will be provided once we receive your emailReturns must be shipped within three business days of receiving return authorization.
  2.  Fill out the return form that is inside the box that we have sent you. Put the return form and the product inside the original box (in case of footwear) and then inside a bag or other box, for example you could recycle our bag, letting us know the reason for the return, it is necessary to help us continue to improve.If you cannot find it, access My Orders in the My Account section, select your order and print the ‘Return Form’, if you are not yet registered, we recommend to sign in or to email us applying REQUEST RETURN here asking for Return Form. Please note that we may not refund item(s) that are sent without any returns form.

Returns of the articles should be sent in its original state, unused, together with the accessory related to them, without being able to be used, washed or damaged, with its original labels and in its original full packaging. Attach the invoice or a copy of it in case of return of the part parcel.

  1. Put the self-adhesive label with our direction and please write the RA number on the outside of the box if possible. Post the item you wish to return. If you do not find it, include the following shipping address in the package: Ro the label, Selva de Mar 5, 2-3 08019 Barcelona, Spain
  1. Send the parcel. You’ll pay the carrier at the time you ship your return. The item is your responsibility until it reaches us, so we strongly recommend you to send it by registered mail using a trackable method or any postage that requires signing upon delivery, we won’t be able to process a refund if the item doesn’t arrive to our warehouse and make sure you keep your receipt for the shipment. Please take note that the goods are your responsibility until they reach our warehouse, so make sure they’re packed up properly and can’t get damaged on the way.

You may return your items to us using your own shipper. The item is your responsibility until the shipment reaches to our warehouse so we recommend that you insure the return shipment and use a secure and trackable method as you are under a duty to take reasonable care of the items and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. We cannot be responsible for any item(s) under any circumstances, for damage, theft or loss you have chosen to send. All items must be returned from the country that the order was delivered to.

  1. Send us an email with tracking number by applying RETURN TRACKING NUMBER hereRo the label does keep track of customer returns and we do reserve the right to refuse orders at our discretion due to an excessive return history.In the event that the goods are damaged during transportation, Ro the label will notify the Customer, so that they can present the claim against the parcel and courier company chosen by them as soon as possible and obtain the corresponding reimbursement; Next, the product will be made available to the Customer, canceling the request for withdrawal at the same time;

REFUNDS

Refunds will be credited to the original purchaser’s method of payment.

Normally the returns are accepted during the first 3 days since the merchandise arrives at our warehouse and we verify that it complies with the requirements. Once your return is accepted, we will immediately handle the refund and send you a refund confirmation email. 

The time required to process the refund may vary depending on the method of payment used:

 Credit card: Our bank will refund the amount of the refund 7 working days after the return confirmation mail accepted. The time it will take to see the amount in your account will depend on your credit card provider.

 PayPal: You will receive the refund in your PayPal account during the following 24 hours after receiving the return confirmation email accepted.

EXCHANGES

Please be sure to check our size chart before placing an order. When you have doubts about the sizing email us applying Product Inquiries here.

If you wish to process an exchange, we recommend that our customers place a new order and return the original order, as we cannot guarantee that the item will be available at the time that the exchange is received as we run in low stock.

In this case simply mark your return as a refund following “How to return your purchase” instructions and once received, and after checking it’s in the same condition it was in upon your receipt, we will refund the order. We would recommend you use a tracked service to send back, so that you are able to track it. The return shipping expenses from wrong size must be paid by the customer.  

We understand how difficult it can be to buy apparel and footwear online. Ro is pleased to offer FREE SHIPMENT EXPENSES for a different size, so if you place a 2nd order different size we will refund any standard postage costs you may have paid for the second order. Please email us applying REQUEST EXCHANGE SIZE here. 

If you want to exchange for color or different article, we ask that you return the original merchandise for a refund and proceed to place a new order for the appropriate item.

RETURN CONDITIONS

-Purchases must be returned to the original shipping address. 

-Items returned must be in their unused original condition with all Ro the label item tags attached and any related accessories or instruction booklets included and undamaged shoe box considering the packaging part of the product. Shoes that are returned with marked soles will not be accepted. Please, shoes must be tried on a carpeted surface until you have decided to keep them.

-Returns and exchanges must include the original shoe box in a reasonable condition and without postal labels. Damages to the box from your return/exchange will result in a 5€ charge.

-Returns that have been worn, incomplete, damaged, soiled or altered returns, or anything That Ro the label reasonably believes has been used, will not be accepted and therefore sent back to the customer, previously delivery cost paid by customer and a refund refused.

-Please keep your shipping note until you have received your refund.

CANCEL ORDER AND MODIFICATIONS

In certain circumstances, before your order has been dispatched, we may be able to cancel your order.  If you would like to cancel, please contact us by email us  with subject CANCEL ORDER applying  here, as soon as possible after placing your order and Customer Service will advise if cancellation is available.Please note that once the order has been shipped, you can no longer cancel the order. The payment will then directly be refunded to your account. However, this may take up to 14 business days. 

Please note we are unable to combine orders, change the size, edit your billing and shipping details or add pieces to an existing order once it has been placed. Also, we may not change the order once the product has already been shipped.

If you exercise your right of cancellation after the item has been shipped, please replace the item securely in its original packaging and return it to us with your shipping note. You may follow the return steps as mentioned above.

FAULTY OR WRONG GOODS

We also reserve the right to decline returns if we believe they have been used for photo shoots, campaigns or general press. Pull requests must be made through our Press Department using the subject PRESS INQUIRIES applying here and not any sales channels. 
We are not responsible for damage or loss with occurs after the goods have been handed to the postal or courier service. In case you receive damaged goods, let us know immediately. Please retain all relevant documentation so that you can make an insurance claim. 

Items are faulty if they are received damaged. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered including shipping cost. Wrong items shipped out will be exchanged as soon as possible and are subject to availability. 

To arrange a return online for a refund you have to follow below 4 steps: 

  1.  Please get in touch with us to using the subject WRONG / FAULTY ITEMS applying here within 14 calendar days after you receive the ordered items. Attaching images is required in order to check the item you consider has been delivered faulty or wrong. We need to issue you a Return Authorization (RA) number before shipping. All items being sent back for refund MUST be accompanied by a Return Authorization number. A  RA number will be provided once we receive your emailReturns must be shipped within three business days of receiving return authorization.
  2. Fill out the return form that is inside the box that we have sent you. Put the return form and the product inside the original box (in case of footwear) and then inside a bag or other box, for example you could recycle our bag, letting us know the reason for the return, it is necessary to help us continue to improve.If you cannot find it, access My Orders in the My Account section, select your order and print the ‘Return Form’, if you are not yet registered, we recommend to sign in or to email us applying REQUEST RETURN here asking for Return Form. Please note that we may not refund item(s) that are sent without any returns form.

Returns of the articles should be sent in its original state, unused, together with the accessory related to them, without being able to be used, washed or damaged, with its original labels and in its original full packaging. Attach the invoice or a copy of it in case of return of the part parcel .

  1.  Put the self-adhesive label with our direction and please write the RA number on the outside of the box if possible. Post the item you wish to return. If you do not find it, include the following shipping address in the package: Ro the label,Selva de Mar 5, 2-3 08019 Barcelona, Spain
  1. You can choose to bring it to any Service Point from your country or ask us to arrange a parcel collection for you.

Packages returned as undeliverable

If a purchase sent to you is returned as undeliverable, we reserve the right to charge you a fee covering the entire cost of the shipping and processing. Non-collected packages are normally not covered by the right to return items as well as the returned order.

Late Returns

Any product returned outside of the 14-day return policy are at the discretion of Ro the label, and may not be accepted and will be returned to you.

3. AVAILABILITY

Ro cannot guarantee the stock availability of every product displayed on this website is in stock at the time of your order. If you have ordered an item that is not available or that is delayed, we will notify you via email receiving a “SOLD OUT” notification, please send us an email applying PRODUCT INQUIRIES and we will be happy to provide you with more information regarding our next restock. 

If your favorite style is sold out you can click on select size “I want it button and send us a restock request. We will let you know if the product will be restocked and by when. 
If your style is coming soon you can click select size “I want it  “ button and send us a restock request. We will send an email when the product is available. 

Another option is to add the product you are interested in to the WISHLIST so we will be able to inform you once the product is again available.

4. PAYMENT

METHODS OF PAYMENT:

Ro the label accepts the following methods of payment:

  •  Credit card: Visa, MasterCard, JCB and Discover.
  • PayPal

CURRENCIES

All Transactions are in EUR. Standard VAT is included in all orders to European Union.

CONDITIONS

For your security, the billing name and address must match the credit card or other method used for payment. Any PayPal account used must be in the name shown on your government issued identification document. Ro the label reserves the right to cancel any order that does not comply with this or with our other security criteria.

Your card or other method of payment will not be charged until your order is accepted and shipped. However, it may show a pre-authorisation of the funds immediately upon order. 

All orders are placed with Rothelabel.com , which is a Spain entity, therefore your card issuer or payment method provider may apply other international bank charges. In addition, if your credit/debit card or other method of payment is not denominated in the currency of your purchase, the final price will be charged in the currency of your card. This will be calculated and charged by your card issuer. Ro the label has no control over these charges and cannot predict the amount. Please contact your issuing bank for further information before placing your order.

CREDIT CARD

Ro the label reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks

 You confirm that the credit/debit card that is being used is yours or that you have been specifically authorized by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, we will not be liable for any delay or non-delivery. 

You can save Credit Card details in your account and use them to complete future orders. For your security, you will always be asked to enter your CVV code at checkout. We receive authorization to charge your account once the order is placed and the pending transaction will be settled upon dispatch. For security and fraud prevention, all orders made with a credit or debit card are subject to authorization and our fraud team may ask for further details before an order is processed.

We have the right to cancel your purchase without prior notification. Examples of occasions we may choose to cancel your purchase are: your card details have been flagged by our fraud screening processes, are declined by our fraud screening processed or the ones exposed in “Acceptance of orders “.

Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the website.

PAYPAL

You can also use PayPal, removing the need to enter your credit card details. When you select the PayPal option at checkout, you will be directed to the PayPal site to ‘Log In’ to your PayPal account and review the total amount to pay before clicking ‘Pay Now’. Once you click ‘Pay Now’ your transaction is complete and you will be returned to rothelabel.com. If you select option Paypal a fee of 3.5% + 0.35 € will be charged to pay this service.