FAQ – Frequently Asked Questions

Here you can find answers to the most frequently asked questions at Rosendahl.com.

About shipping and delivery

How much does delivery cost?

The cost of delivery depends on which delivery method you choose.

We offer free delivery on purchases over EUR 85 when you choose DHL as your delivery partner.

Click here to read more about shipping and delivery.

What does it cost to return my order if I regret my purchase?

Please select a carrier for the return shipment. You bear the cost of returning the product unless we have delivered the product to you by mistake or if the product has been damaged or defective upon receipt.

You select the carrier of your choice. It is not possible to state the price of the return shipment in advance, as this depends on the weight of the item and the choice of carrier, etc. However, it is likely that the return shipping will cost at least the same as what you paid in the webshop for delivery (provided that the delivery was not free).

Click here if you would like to read more about cancellations and returns. 

What address should I return items to:

The return package should be sent to:

Rosendahl Design Group

Nøjsomhedsvej 1

DK-4900 Nakskov

Denmark

Click here if you would like to read more about cancellations and returns. 

Can I collect my items from your warehouse or office?

No, it is not possible to collect items from either our warehouse or head office.

Who do you use to deliver my items?

You choose your carrier at the checkout, and you can choose between having your parcel sent with DHL. We send all parcels as parcel post; in this way, your package is insured and can be followed via Track & Trace.

Can I track the shipment of my order?

Once we have packed your items and they are ready for collection at our warehouse by the selected carrier, you will receive an email with your track & trace number. Within 24 hours of receiving this email, you can see where your item is.

Once your parcel has arrived at its destination, you will receive a message from your selected carrier.

If, contrary to expectations, your package is delayed, please contact customer service.

How long will it take for me to receive my order?

We usually deliver within 1–8 working days. However, during busy periods, there may be a slightly longer delivery time.

When your parcel is shipped from our warehouse, you will receive an email with a track and trace number so you can track your shipment.

About payment

Is it safe to shop at rosendahl.com?

Yes, www.rosendahl.com complies with the “Act on Certain Means of Payment”. Among other things, this means that the card information you enter on the payment page when you purchase is made on a secure encrypted SSL (Secure Socket Layer) connection. This encryption ensures that only Nets (formerly PBS), Reepay and Rosendahl Design Group (including Rosendahl.com) have access to your payment information.

How much does it cost to shop with a credit card on www.rosendahl.com?

At Rosendahl.com you only pay for your goods and any shipping charges. Therefore, you will not be required to pay any card fees.

How can I pay?

At Rosendahl.com you have the following payment options: Klarna, Visa, MasterCard, American Express, PayPal and Maestro, iDeal (Netherlands). It is not possible to make purchases via bank transfer. You will not be required to pay any card fees.
Rosendahl.com has set a maximum amount of EUR 2500 per order. If you would like to purchase items with a value of more than EUR 2500, please contact customer service.  

When will the money for my purchase on Rosendahl.com be deducted from my account?

Payment for your purchase will not be deducted from your account until the goods are shipped from the warehouse.

When will I get my money back if I have returned an item?

Once we have received the item in our return warehouse and approved the return, we will refund the purchase amount to the credit card you purchased the item with. We will refund the amount as soon as possible and no later than 14 days after we have received the return.

About cancelling and returning goods

Can I change/cancel my order?

Once an order has been approved and forwarded to Rosendahl Design Group A/S, the order can no longer be changed.
You cannot cancel the purchase by refusing to receive the parcel upon delivery. 

If I have regretted all or some of the items I have purchased, can I return them and get the money back?

We offer a 30-day full refund policy on all products purchased on Rosendahl.com. See our sales terms and conditions here.

Please select a carrier for the return shipment. You bear the cost of returning the product unless we have delivered the product to you by mistake or if the product has been damaged or defective upon receipt.

You select the carrier of your choice. It is not possible to state the price of the return shipment in advance, as this depends on the weight of the item and the choice of carrier, etc. However, it is likely that the return shipping will cost at least the same as what you paid in the webshop for delivery (provided that the delivery was not free).

Click here if you would like to read more about cancellations and returns.

Can I exchange one item for another?

Exchanges are unfortunately not possible. If you would like a different item to the one you bought, you must return it and order a new one here in the shop.

Please select a carrier for the return shipment. You bear the cost of returning the product unless we have delivered the product to you by mistake or if the product has been damaged or defective upon receipt.

You select the carrier of your choice. It is not possible to state the price of the return shipment in advance, as this depends on the weight of the item and the choice of carrier, etc. However, it is likely that the return shipping will cost at least the same as what you paid in the webshop for delivery (provided that the delivery was not free).

Click here if you would like to read more about cancellations and returns.

Can I exchange items I have purchased from Rosendahl.com at one of your retailers?

It is not possible to return or exchange items purchased on Rosendahl.com at retailers. Goods must be returned directly to Rosendahl.com.

Please select a carrier for the return shipment. You bear the cost of returning the product unless we have delivered the product to you by mistake or if the product has been damaged or defective upon receipt.

You select the carrier of your choice. It is not possible to state the price of the return shipment in advance, as this depends on the weight of the item and the choice of carrier, etc. However, it is likely that the return shipping will cost at least the same as what you paid in the webshop for delivery (provided that the delivery was not free).

Click here if you would like to read more about cancellations and returns.

Complaints

I have received an incorrect item/an item is missing from my package. What should I do?

We’re very sorry if you have received an incorrect item or if an item is missing from your parcel. We strive to ensure that errors do not occur when despatching items from the warehouse, but they can happen.

If you are unlucky and find any defects or omissions in your delivery, please contact customer service.

I have bought an item that has broken. What should I do?

You have a three-year guarantee on all purchases made on Rosendahl.com. This means that you can complain about defects and deficiencies in your product that have occurred up to 3 years after purchase. The guarantee does not cover defects, damage or wear caused by improper use, lack of maintenance or normal wear and tear.
If there is any visible damage to the package when you receive it, please contact customer service. Please send us a picture of the package where the damage is visible.

General

Do you use cookies on Rosendahl.com?

Yes, we use cookies on Rosendahl.com, e.g., in order to store security information and improve your user experience.

You can read more about which cookies and what we use them for here

How do I delete or reject cookies?

If you want to avoid the use of cookies, please change your browser settings. Please note, however, that if you block the use of cookies, you will not get the optimal user experience on our website. You can always withdraw your cookie consent and delete your cookies at any time.

Read more about how to reject or delete cookies here