Customer service

Once your order has been shipped, you will receive an email with a tracking number. You can track your order anytime via our tracking portal.

Track order

Processing time 1-3 business days. Shipping time 9-12 business days. Total delivery time: approx. 10-15 business days. All orders are shipped with tracking, directly from our international warehouse.

Processing and delivery take place Monday to Friday. Weekends and holidays are not included.

Free shipping for all orders in Germany and Austria.

Tracking data can take 24-72 hours to update after shipping, especially in the early stages.

If you have not received a tracking number within 2 business days after order confirmation, or the tracking has not been updated after 4 business days, contact us at support@roborro.com or via the contact form below with your order number. We will check the case with the shipping provider.

Please first check with neighbors, your mailbox, the entrance area, the garage, and other secure drop-off locations. Shipping providers occasionally leave packages without notification.

If the package is still missing, use the contact form below with your order number. We will initiate an investigation with the shipping provider. Most cases are resolved within 4 business days.

We deliver to Germany and Austria. Orders are shipped directly from our international warehouse.

We currently do not deliver outside of Germany and Austria.

Free shipping for all orders in Germany and Austria.

All shipments are sent with tracking. Packages are shipped directly from our international warehouse.

Delivery times are in business days (Monday to Friday). Weekends and holidays are not included. During peak times (sales, holidays), delivery may take longer.

If you need to change your delivery address, contact us as soon as possible — no later than 24 hours after ordering — via support@roborro.com or the contact form below. After this time, changes may no longer be possible as the order may already be in processing.

Orders at Roborro are shipped directly from our international warehouse. Import VAT and any customs duties are the customer's responsibility and are charged according to the laws applicable in the delivery country (Germany or Austria).

These costs are not included in the purchase price and are due upon delivery. The amount varies depending on the order value.

For more information, see our Shipping Policy and our Terms of Service.

Want to cancel your order? Since orders are processed quickly and costs are incurred that cannot be refunded (payment processing, logistics, packaging), please contact us within 24 hours of ordering at support@roborro.com.

If your order has already been shipped, you can use the standard return process.

You have the right to withdraw from the contract within 30 days without giving any reason. The period starts on the day you receive the goods.

For a return to be accepted, the item must:

• Be unused, unworn, and undamaged
• Be in the original packaging with all labels attached
• Sealed hygiene products are excluded from returns once the seal is broken

Returns without prior registration cannot be processed. Send us an email at support@roborro.com or use the contact form below with:

• Your order number
• At least one clear image of the item
• (Optional) Reason for return

Many issues can be resolved directly without you having to send anything back. Please keep proof of shipment (tracking number).

1. Register a return. Send an email to support@roborro.com or use the contact form below with your order number, a clear picture of the item, and if applicable, the reason. We usually respond within one business day.

2. Download the return form and get the return address. You can download the return form directly here: Download return form (PDF). The return address to our international warehouse is shown on the form and will be sent to you after your return request is confirmed.

3. Pack and ship at your own expense. Carefully pack the item in the original packaging with all labels. Since the return address is international, costs vary depending on the shipping provider and package size — typically around €20-40. Use a shipping method with tracking. A valid tracking number is required.

4. Refund. Once we have received and inspected the return, we will refund the purchase price within 14 days via the original payment method.

Register a return

The customer bears the return shipping costs. Since the return address is international, costs vary depending on the shipping provider and package size. Typical costs range between €20-40, but can be higher.

Our return address is our international warehouse. You will receive the exact address along with the return form after your return request has been approved. A valid tracking number is required.

For material defects (defective, damaged, or incorrectly delivered), Roborro covers the full return shipping costs — see our Warranty and Guarantee.

For 2,95 € you can add optional shipping protection to your order at checkout.

Covered are:

• Loss during transport
• Theft of the shipment
• Damage during transport

Not covered are:

• Incorrectly provided delivery address
• Shipments marked as delivered without proof of a problem
• Delivery delays or customs issues
• Orders without shipping protection

Submit a claim: Contact us at support@roborro.com within 14 days for lost shipments or 7 days after delivery for damaged/stolen packages. Please provide your order number, a description, and photos or evidence.

Approved claims are fulfilled by replacement delivery. Refunds are only issued if no replacement is available.

Shipping protection is non-refundable and limited to one claim per order.

Contact us as soon as possible after receipt via support@roborro.com or the contact form below and include:

• Your order number
• A description of the defect
• Clear pictures or videos of the defect
• Your desired solution (replacement delivery or repair)

For justified warranty claims, we cover the return shipping costs and provide free replacement or refund the full purchase price. We strive to respond to your request within 2 business days.

The statutory warranty period of 24 months applies. In the first 12 months after receipt, the burden of proof is reversed — you do not have to prove that the defect already existed at the time of delivery. Details in our Warranty and Guarantee.

We do not offer direct exchanges. The fastest way is to return the original item for a full refund and place a new order in the desired size or color.

Follow the normal return process (email to support@roborro.com with order number + photo). The return shipping costs (approx. €20-40) are borne by the customer, unless the original item was defective, damaged, or incorrectly delivered.

On each product page, you will find a detailed size chart with measurements in centimeters. We recommend taking your own measurements with a tape measure and comparing them to the chart.

If you are between two sizes and prefer a loose fit, choose the larger size. For a tailored look, choose the smaller size.

Materials are listed on each product page under Materials. We use a blend of natural and durable materials depending on the garment.

Please always check the care instructions on the garment's label. General recommendations:

• Wash inside out at 30°C with similar colors
• Do not use bleach
• Dry at low temperature or hang to dry to maintain shape
• Iron at low temperature if necessary

We accept the following payment methods at checkout:

• Visa, Mastercard, Maestro, American Express
• PayPal — secure payment process via your PayPal account
• Apple Pay, Google Pay, Shop Pay

All transactions are processed in Euro (€). For all payment methods, including PayPal, your account is charged immediately after completing the order. All payments are protected by SSL/TLS encryption and processed through certified payment providers.

Yes. We use industry-standard SSL/TLS encryption to protect your data during transmission. Roborro does not store credit card data on our servers. All sensitive data is processed by certified external payment processors (PCI-DSS compliant).

If your transaction was declined, please check:

• Card details: Ensure that the card number, expiration date, CVV, and billing address match your bank records
• SCA / 3D Secure: Some European banks require verification via a mobile app to complete the purchase
• Bank limits: Make sure your limit is sufficient or that international online purchases are allowed
• Try an alternative payment method (e.g., PayPal, Apple Pay, Google Pay)

For duplicate charges or billing errors, please contact us directly before initiating a chargeback with your bank. We resolve disputes quickly and fairly.