Updated april 2024
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.
SMS / Mobile marketing
When you provide your phone number for marketing purposes, you consent to receive marketing-related SMS messages (in the form of discount codes, reminders about your cart, information when items are back in stock, etc.) from roccamore to the phone number you have given us.
Your consent is not conditional on any purchase.
Data rates may apply. Frequency of messages varies.
You can unsubscribe at any time by clicking the "Unsubscribe" link in the SMS.
Our legal basis for processing your personal data (i.e. the phone number) in connection with SMS marketing will be Article 6(1)(a) of the General Data Protection Regulation.
We will process your personal data as long as you are still subscribed to SMS marketing. If you unsubscribe from SMS marketing, we will also stop sending it to you.
When unsubscribing from SMS marketing, we will store your previous consent for 2 years after it was last used.
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.
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.
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.
If you are not completely satisfied with your purchase, we offer 100 days of return and exchange right on all orders.
The 100 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 100-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 Sweden for online purchases.
Go to www.roccamore.se/return and type in your information to register your return.
Please send us an email at customercare@roccamore.com to receive a free return label.
For returns outside 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.
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.
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 Denmark.
You 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
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
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.
If you have any questions, please do not hesitate contacting our customer service at customercare@roccamore.com
Roccamore offers to repair your roccamore shoes purchased after 1 January 2022 at www.roccamore.se or in one of our Danish stores.
You must be able to show a receipt or order number for the purchase of the shoe. This service also includes preloved shoes.
You can only buy roccamore repair service with points earned on your shoelovers Club account. Please note that shipping costs to the shoemaker are not included in the price. Only the shipping of the finished repair is included.
One repair costs 5,000 points.
Roccamore repair service can only be ordered when you are logged into your shoelovers club account.
One roccamore repair service covers one repair or repair of the same damage to both shoes in a pair. This could be heel tips on both shoes in a pair.
Roccamore repair service covers the following repairs
If the repair is not accepted
Please note that if the shoes show signs of being neglected, we reserve the right to refuse a repair due to lack of maintenance or serious damage caused by wear and tear.
Our shoemaker will repair the shoes as best as possible, but depending on the damage, we cannot guarantee that they will look like new.
If we do not accept your repair request, the points you have redeemed for this service will be returned to your shoelovers club account.
Customer's responsibility
Roccamore customer service must approve the repair formula before the shoes are dispatched. Otherwise, we will not accept the repair and the customer's points may not be refunded.
The customer must attach the roccamore repair service form, received by e-mail from roccamore customer service. Otherwise, we will not accept the repair and the customer's points will not be refunded.
The customer holds the cost for shipping the shoes to the shoemaker. Address will be provided by customer service.
The customer is responsible for wrapping the shoes properly when the shoes are sent to the shoemaker. The shoes must be sent in a box, which can also be used to send the shoes back in again.
The shoemaker is responsible for sending the shoes safely back to the customer again after the shoes have been repaired.
Roccamore does not take responsibility for the shoes during the repair process, including damage during shipping to and from the shoemaker.
We recommend that you pack your shoes in hard packaging and separate them, so that the shoes do not create marks during shipping.
It is the shoemakers responsibility to look after the shoes and store them safely once they are received.
The right to complain for 24 months will not be extended in connection with this service.
You can use this service at any time, even after the 24-month right to complain has been exceeded, if the shoe was purchased after 1 January 2022
Book your shoe repair service at https://www.roccamore.se/pages/roccamore-repair-service
If you have any questions, you can always contact our customer service at customercare@roccamore.com
Updated april 2024