FAQ - Frequently asked questions

Here you will find the answer to frequently asked questions about orders, customer accounts and delivery.
For questions about our products, please contact us at service@rollei.de

1. Shipping & delivery

From an order value of € 100.00, shipping within Germany is free. For less than € 100.00 we charge a flat-rate shipping fee of € 5.49 per order. You can find a detailed breakdown of our shipping costs in our shipping costs overview .

For deliveries in Germany, items can be delivered with DHL Standard within about 1-3 working days. If you order by 4:00 p.m., we will hand over your package to our shipping service provider the next day.

When delivering to Austria, items can be delivered with DHL Standard within about 2-5 working days.

When delivering to Switzerland, items that can be delivered with DHL Standard will be with you within 4-8 working days. There may be delays due to customs clearance.

For deliveries to the rest of Europe, items that can be delivered with DHL Standard will be with you within about 2-6 working days.

For deliveries to the other countries, items can be delivered with DHL Standard within about 5-14 working days.

DHL Express:When delivering with DHL Express, items can be delivered within about 1-2 working days. Express delivery can only be guaranteed if the order is received by 12 noon (Monday to Thursday). Delivery within Germany is guaranteed on the next working day (except Saturday) for orders placed by 12 noon. Please note that express delivery is not possible to post offices and packing stations.

Note:The deadline for delivery begins five days after the payment order has been placed when paying in advance. For all other payment methods, the day after the contract is concluded. The delivery period ends at the end of the last day of the period. If the last day of the period falls on a Saturday, Sunday or a public holiday recognized by the state at the place of delivery, the next working day will take the place of such a day.

Of course we also deliver abroad.
We deliver to Austria, Switzerland, the Netherlands, Andorra, Belgium, Denmark, Finland, France, Greece, Ireland, Italy, Croatia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Poland, San Marino, Sweden, Switzerland, Slovakia, Slovenia , Spain.
You can find a detailed breakdown of our shipping costs in our shipping costs overview .

Of course, you can also have your items delivered to packing stations and post offices within Germany. With the exception of express deliveries:Here it is not possible to deliver to packing stations and post offices.

Please note that delivery to a packing station is only suitable for shipments up to 60x35x35 cm with a maximum of 31.5 kg!

You will receive a confirmation email as soon as your shipment leaves our warehouse.
As a rule, orders placed by 4:00 p.m. leave our warehouse the next working day. Please understand that it can take a little longer when the workload is high (e.g. due to promotions or holidays). You can find more information about the duration of the delivery under 'How long does the delivery take'.
If you have a customer account, you can see the status of your order there.

2. Returns and Refunds

You can return the goods to us within 14 days of receipt. Simply use our returns portal for this.

You can read more about the subject of cancellation in the cancellation policy .

You have the right to withdraw from the contract within 14 days without giving a reason. The cancellation period is 14 days from the day on which you or a third party named by you who is not the carrier took possession of the goods.

In order to exercise your right of cancellation, you must inform us of your decision to cancel this contract by means of a clear declaration. The easiest way is to use the return and exchange portal . Alternatively, you can cancel the purchase by sending a letter by post, fax or email. Address:RCP Handels-GmbH & Co. KG, In de Tarpen 42, 22848 Norderstedt, Germany, service@rollei.com, phone:+49 (0) 40 270 750 270.

To meet the cancellation deadline, it is sufficient for you to send your notification of exercising your right of cancellation before the cancellation period has expired.

You can read more about the subject of cancellation in the cancellation policy .

If your order has not yet been dispatched, you can cancel it as follows:

Send us an email to service@rollei.de and inform us that you would like to make use of your right of withdrawal.

You are welcome to contact our service team if you have any questions about the purchased product. Write us a message or give us a call.

If your flash is defective, it is best to contact our service partner:

Rüdiger Maerz GmbH
Süderstraße 75a (entrance building 77)
20097 Hamburg
Telephone number:040 7314077
Opening times:Monday - Friday 8:00 a.m. - 6:00 p.m.

Link to the repair form:http://www.fotomaerz.de/reparaturservice/reperaturservice.php

3. Payment

You can find an overview of the accepted payment methods under payment terms .

The purchase on account can be rejected through the immediate credit check of our payment service provider. The purchase on account is linked to several conditions. These must be fulfilled for the purchase to be offered on account.

The conditions are:

- The billing address must be in Germany or Austria
- You must be of legal age

However, fulfillment of all conditions is no guarantee that the purchase on account will actually be approved. Our payment partner Klarna carries out a liquidity check and then decides whether the purchase request is approved or rejected. Rollei has no influence on this decision.

4. Order

We are an online shop and have optimized our processes for your online shopping. It is therefore unfortunately not possible to order by phone, fax or e-mail. Should you have any questions, please do not hesitate to contact us at service@rollei.com.

After successfully completing your purchase, you will receive an order confirmation by email. If you haven't received one, please check your spam folder. If you have not received an order confirmation, please contact our service team at service@rollei.de

You do not have to register for an order. A guest order is also possible.

As soon as we place your order in our shipping department, you will receive an email from us with an invoice for your order. It is noted on this invoice that we have already received the amount due. The only exception here is the purchase on account, as we normally send the goods before you have paid.

You will receive a confirmation email as soon as your shipment leaves our warehouse.
As a rule, orders placed by 4:00 p.m. leave our warehouse the next working day. Please understand that it can take a little longer if the workload is high. You can find more information about the duration of the delivery under 'How long does the delivery take'.
If you have a customer account , you can see the status of your order there.

If your order has not yet been dispatched, you can cancel it as follows:

Send us an email to service@rollei.de and inform us that you would like to make use of your right of withdrawal.

5. Promotions, coupons and discount codes

You can enter your discount or gift code in the shopping cart when entering your address data in the"Gift card or discount code"field. Then click on the"Apply"button.
Only one code can be redeemed per purchase. After completing the order, it is unfortunately no longer possible to redeem a discount code.

Unfortunately, it is not possible to offset voucher values or advantage codes at a later date for technical reasons.

6. Customer account

One important reason:you will finish your order faster! Log in to your account and place the items you want in the shopping cart. When you then go to checkout, we will take your personal data and the delivery address from your account. You then only have to click on 'order' and the order is ready.

Why we can highly recommend you to create a customer account:

- You can save different delivery addresses.
- You can put together your own personal wish list, which will be saved for your future visits to our shop.
- You can monitor the status of your order and have access to your completed orders at any time.

If you set up your customer account before placing your order, all data for your order are already saved. Simply click on the account symbol in the top right corner of our shop or on ' My Account ' in the menu and enter all the necessary data. You will then receive an email from us with a confirmation link. You have to click on this link to activate your account.
When you have done this, your Rollei customer account has been created and you can immediately use all the advantages.

Click on the account symbol at the top right of our shop (mobile view:at the bottom of the menu on 'Log in') or here and enter your username and personal password.

When the customer logs in, click on 'Forgot password'. Then enter your e-mail address there. You will then receive an email with a link that you can use to assign a new password.

To change your data, log into the customer account with your e-mail address and your personal password and go to the area you want to revise. For example, you can change your address details, delivery addresses or the account password.

Log into the Rollei customer account with your e-mail address and your personal password and go to the 'Orders' area. Here you will find all the important information about your previous orders and information about the order date, the status of the order, the order number and the complete contents of the shopping cart. So you can easily check how far we are with your current order, as well as easily reorder items from old orders.

7. Customer service and availability

Our service team is there for you Monday to Friday from 9 a.m. to 5 p.m.

To contact us

By email to service@rollei.com
Or by phone:which number you dial depends on your question.
If you have any questions about our action cams, gimbals, digital cameras, surveillance cameras, scanners, digital picture frames or dash cams, dial +49 (0) 40 270 750 270
If you have any questions about our tripods, studio flashes, photo filters, LED permanent lights, microphones, Miops products, our photo accessories or questions about your order, please contact us at:+49 (0) 40 270 750 277

To contact us

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8. Downloads

You can find operating instructions, data sheets, firmware updates and declarations of conformity in our download center .

9. Data protection

The protection and security of your data are extremely important to us! That is why we are an online shop that has been checked by 'Trusted Shops'. As a Rollei customer, you can shop with us without any worries.
If you provide us with your data, for example during an order, it will only be used for the intended purpose. The data necessary for the business transaction are then stored by us and, if necessary, passed on to companies affiliated with us as part of the order processing. All personal data will of course be treated as strictly confidential at all times.

Find out more about data protection at Rollei here.