40.000 SHOELOVERS WEAR ROCCAMORE - FREE NEXT DAY DELIVERY - 30 DAY FREE RETURNS

Terms and Conditions

TERMS AND CONDITIONS

Privacy Policy

Data Controller


We are data responsible for the processing of the personal data that we process about our customers and partners. You will find our contact information below.


Roccamore ApS


Bredegrund 1


2300 København S


CVR-nr.: 36542225


If you have any questions about the processing of your personal data, then you can contact us via customercare@roccamore.com.


Activities 


Website visit


When you visit our website, we use cookies for the website to function, which you can read more about in our cookie policy. https://www.roccamore.com/apps/help-center#hc-cookie-policy


Communication with potential customers

When you have questions about our site, or want to hear more about our services, you can contact us via:

Email: customercare@roccamore.comTelefon: 40431247

 

Through this, we will process your personal information so that we can enter into a dialogue with you, eg answer questions about our services. We only process the information that you give us in connection with our communication.


We will typically process the following general information: name, email, phone number.


Our legal basis for the processing of this personal data is Article 6 (1) of the Data Protection Regulation. 1 liter f.


We delete our communication with you when it is clear whether you want our services or not.


Should there be a need in a special case to store your personal information for a longer period of time, this could be the case.


Customers

We need to communicate with our customers so that we ensure that the service is delivered correctly. Through this we can process information about name, address, services, special agreements, payment information and the like.


The legal basis for the processing of this personal data is Article 6 (1) of the Data Protection Regulation. 1 liter b.


When the service has been delivered and any outstanding payments have been completed, we will immediately delete the personal data.


Newsletter

We have a newsletter that is voluntary to sign up for - and you can always unsubscribe from this again.


The purpose of the newsletter is to send the subscribed emails with new information from the company, which may deal with new content on the website, advertising our services.


We will only send you emails if you have given your active consent to this. It requires in the first instance that you enter your email address, as well as tick that you want to receive emails about news and offers .. In this way, we ensure that you have actually signed up for the newsletter, ie. given active consent.


Our authority to process your personal data (ie the email address) in connection with the newsletter will be Article 6 (1) of the Data Protection Regulation. 1 liter a.


We will process your personal information as long as you are still subscribed to the newsletter. By unsubscribing from the newsletter, we will also stop sending this to you. If we have not sent you a newsletter for 1 year, your consent will lapse due to our inaction.


By unsubscribing from the newsletter, we save your now previous consent for 2 years after it has most recently been used due to limitation requirements, cf. the Consumer Ombudsman's spam guide section 11.3.


Bookkeeping

We must save all accounting documents, cf. the Accounting Act. This means that we store invoices and similar documents for accounting purposes. This may include general personal information such as name, address, service description.


Our legal basis for the processing of personal data for accounting purposes is Article 6 (1) (a) of the Data Protection Regulation.


We store this information for a minimum of 5 years after the end of the current financial year.


Job application

We welcome job applications in order to assess whether they match a hiring need in our company.


If you send your job application to us, then our legal basis for processing your personal data is Article 6 (1) of the Data Protection Regulation. 1 liter f.

If you have submitted an unsolicited application, we will immediately assess whether your application is relevant, and then delete your information again if there is no match.

If you have submitted an application for a posted job, then we will discard your application in the event that you are not hired and immediately after the right candidate is found for the job.

If you are part of a recruitment process and / or employed for the job, we will provide you with separate information on how we process your personal information in this connection.


Data controller


Few can handle everything themselves, and the same goes for us. We therefore have partners, and use suppliers, some of which may be data processors.

External suppliers can, for example, provide systems for organizing our work, services, consulting, IT hosting or marketing.


Our webshop is hosted by Shopify Inc. and your data is therefore stored on a secure server with them.

It is our responsibility to ensure that your personal information is processed properly. That is why we place high demands on our partners, and our partners must guarantee that your personal information is protected.

We therefore enter into agreements to this effect with companies (data processors) that handle personal information on our behalf in order to increase the security of your personal information.


Disclosure of personal information

We do not pass on your personal information to third parties.


Profiling and automated decisions

We do not make profiling or automated decisions.


Third country transfers

We basically use data processors in the EU / EEA, or which store data in the EU / EEA.

In some cases this is not possible, and data processors outside the EU / EEA can be used here, if these can provide your personal data with appropriate protection.


Safety

We keep the processing of personal data secure by having put in place appropriate technical and organizational measures.


We have made risk assessments of our processing of personal data, and have subsequently introduced appropriate technical and organizational measures to increase the processing security.

Shipping Information

Delivery


We offer free shipping within Denmark, Sweden, and the EU. For delivery outside of the EU (including Norway and Switzerland), a shipping fee will be displayed before completing your order.


Orders placed Monday - Friday by 12:00 will be shipped from our warehouse the same working day. Orders placed after 12:00, on the weekend, or on bank holidays, will be shipped the next business day. Average delivery time is 1-3 working days within Denmark and Europe. The estimated delivery time for the rest of the world is 5-7 working days.


Once your order is sent from our warehouse, you will receive an email containing tracking information for the selected carrier. Please follow the tracking number for the most recent updated status.


Please note: shipping times may be delayed during holiday periods and days with a higher volume of orders. Due to COVID-19 restrictions, our warehouse, as well as most shipping carriers, are working with limited staff which may cause additional delays.


Shipping providers


We offer worldwide shipping services from various providers based on your location. After entering your shipping address, you will see which providers are available in your area.

Please note: We are currently not shipping to the UK.


Once your order is dispatched, you will be notified via the email address that you provided during checkout. This notification will include tracking information for the shipping provider that you selected.


Each shipping provider has their own terms & conditions which may affect delivery times. Roccamore ApS is not responsible for delivery delays due to wrong shipping information being provided. Address changes are not accepted once your order has been received by our warehouse.


Taxes & Duties


All delivery costs are paid by the customer in all countries outside of Denmark, Sweden, and the EU.


When applicable, it is the customer's responsibility to pay any related fees, including taxes, and/or duties in the country of import.


Roccamore ApS is not responsible for shipping delays caused by outstanding import taxes.


Insurance


Packages are sent without insurance and Roccamore ApS cannot be held accountable for any lost packages.


For packages lost in transit, please write to customercare@roccamore.com. If you have not received a package which appears to have been delivered, please proceed with the claims process directly with the appropriate shipping provider.




Should you still have questions about the delivery, kindly email us at customercare@roccamore.com or chat with us on roccamore.com, and we will reply within 24 hours, Monday - Friday.

Return and Exchange Policy

If you are not completely satisfied with your purchase, we offer 30 days of return and exchange right on all orders. 


The 30 days are counted from the day of the in-store purchase; and for online orders, the day that the package is delivered to the shipping address.


For exchanges, the 30-day policy counts from the original purchase date. We can only complete exchanges for products of equal or lesser value.


Please note, that the return and exchange policy does not apply to the following products: Items purchased at sample sales; items that are part of a special campaign, including those that were made-to-order (for example, Salon 42 and crowdfunding campaigns, like these, are final sale); accessories (forefoot insoles and shoe spray); and items purchased secondhand.



Online orders


We always offer you 14 days of right to withdraw your order according to the law. (Forbrugeraftaleloven) If you would like to withdraw your order you can use a standard cancellation form from “Forbrugeraftaleloven” or simply just send us an email: customercare@roccamore.com


We offer free returns in Denmark, Norway and Sweden for online purchases; please send us an email at customercare@roccamore.com to receive a free return label. You may also return your online purchase in one of our stores.


For returns outside Denmark, Norway and Sweden, it is the customer’s responsibility to cover shipping costs related to returning a product, unless otherwise agreed.


Please allow 3-5 business days for your return to be processed after we received it at our warehouse. If you request a refund, it may take an additional 3-5 days, depending on your bank, for the funds to become available again. Please contact your bank if you have further questions on this. We can only provide refunds back to the original form of payment.


Click & Collect orders:


Returns or exchanges for orders picked up in our stores should be returned in-store during regular business hours.


Returning in-store purchases


Purchases made in either of our physical stores can only be returned or exchanged in-store. We provide 1 free return and 1 free exchange per order. 


How to return and/or exchange a product


Except for faulty goods, all items must be returned in the same, sellable condition as when they were sent. All goods must be returned unused and in their original, undamaged packaging (including shoe boxes and dust bags). Shoeboxes should also be protected as they are considered part of the product.


In addition, while trying on shoes at home, we strongly recommend trying them on a carpeted area before wearing them outside or on hard surfaces. Shoes with any visible damage; including worn, soiled, or altered soles, will not be accepted. Please note, that shoes purchased with a discount code or as part of a campaign cannot be exchanged for a different model. In these cases, we can only accommodate an exchange of the size, to help you find a better fit.


To complete your return:


Ensure that you return the item(s) within 30 days of receipt.Fill out the enclosed return form and include it in the package to ensure a timely return.For returns from Denmark and Sweden, please use the provided Bring or GLS return label included in your package.


Budbee returns: 


orders shipped with Budbee will not include a return label. You must book a return directly with Budbee, and they will pick up your package. Just follow the link provided by Budbee and click the "chat bubble" to proceed.For returns outside of Denmark, Norway and Sweden, please use the shipping method most convenient to you and send the package to the address below: Roccamore C/O Systemtransport  Kumlehusvej 1 4000 Roskilde Denmark


For returns from outside the EU:


It is the customer’s responsibility to cover any import taxes related to accepting the goods back in DenmarkYou will receive a Pro-forma invoice with your delivery, please remember to enclose a copy with your return.


Shopping in our stores, but live outside of the EU?


Great news! You can get 15,5% back from your purchase when you shop inside of our stores. Just register your purchase with Pie VAT.


Please write to our customer care team for any additional questions at customercare@roccamore.com


Discount Codes & Gift Cards

Discount codes


Discount codes are valid online only; they may not be applied on in-store purchases.


Discount codes acquired through special competitions, campaigns, or referral programs are mutually exclusive and cannot be accumulated or combined. Only one discount code can be accepted per order.

Shoes purchased using a discount code or through a special campaign cannot be exchanged to a different model, we can only accommodate an exchange of sizes.

Discount codes must be applied at the time of purchase; discounts can not be processed as refunds for orders that have been completed.


Discount codes obtained through country-specific campaigns or promotions can only be applied via the corresponding website. 

Discount codes acquired through collaborations or partnerships are one-time-use, and not valid on limited edition products, such as crowdfunding campaigns and sustainability launches.


Discount codes are not valid on gift card purchases.

Discount codes are not valid on gift cards, the Cava Lounge, keyrings and accessories, our Lola, Paloma and Bellucci models, as well as special campaign or crowdfunding products. Referral codes are not valid on gift cards, the Cava Lounge, keyrings and accessories, as well as special campaign or crowdfunding products.


Gift cards

Gift cards are non-refundable. If you return a product purchased with a gift card, your gift card will be re-activated.

Gift cards cannot be used in combination with other discounts or campaign codes.


Gift cards are valid for 5 years, from the date of purchase.


For any questions please contact us at: customercare@roccamore.com

Faulty Goods and Reclamations

Faulty Goods


Items are classified as faulty if they are received damaged, or if a manufacturing defect occurs within 24 months of purchase.


All items are checked for quality before being sent from our factory, however if you receive items that do not meet your expectations, please write to customercare@roccamore.com within 48 hours of receiving your order. Please note that if the shoes are damaged as a result of wear and tear, they will not be considered faulty.


If a manufacturing defect is established, we will offer to repair the shoes or replace them with the same or similar style/model when possible. You will receive a refund if the item cannot be repaired or replaced.


To avoid damaging your roccamores, we do not recommend driving a car or biking with your high heels on, as this may damage the leather covering the heels. Scratches on the leather caused by biking and/or driving will not be considered a production fault.


Reclamations


We do not accept walk-in reclamations in our stores. All reclamations must be approved by our customer service team before we can accept them in-store. If you would like help with a damaged, defective, or faulty pair, please write to customercare@roccamore.com and send pictures of the damage in question, so that our customer service team can evaluate the problem and assist further.



If you have any questions regarding the reclamation process, please write to customercare@roccamore.com.

Contact

If you have any questions, please do not hesitate contacting our customer service at customercare@roccamore.com