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 onwards, shipping within Germany is free of charge. Below 100.00 we charge a flat shipping fee of 5.90 per order. You can find a detailed breakdown of our shipping costs in our  Shipping costs overview.

For deliveries in Germany, items that can be delivered with DHL Standard will be with you within 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.

For deliveries to Austria, items that can be delivered with DHL Standard will be with you within about 2-5 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 at post offices and packing stations.

Note: When paying in advance, the delivery period begins five days after the payment order has been placed. For all other payment methods, the delivery period starts on 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.

Please see shipping for more information.

Of course we also deliver abroad.

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 public holidays. For more information on the duration of delivery, see 'How long does delivery take?'
If you have a customer account, you can see the status of your order there.

2. RETURNS AND REFUND

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

You can read more about revocation in the Right of withdrawal.

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, has / has taken possession of the goods.

In order to exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear declaration. The easiest way to do this is using our Returns and exchange portal. Alternatively, you can cancel the purchase by sending a letter by post, by fax or by email. Address: RCP Handels-GmbH & Co. KG, In de Tarpen 42, 22848 Norderstedt, Germany, service@rollei.com, phone: 49040 270 750 270.70.

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 revocation in the Right of withdrawal.

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 to us about thisa 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 House 777)
20097 Hamburg
Telephone number: 040 7314077
Opening times: Monday Friday 8:00 a.m. 6:00 p.m.hr

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

3. PAYMENT

You can find an overview of the accepted payment methods at Terms of payment.

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 performs a liquidity check and then decides whether to approve or reject the purchase request. 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. If 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 need to register to place an order. A guest order is also possible.

As soon as we place your order in our dispatch 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 purchase on account, as we usually 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 capacity is high For more information on the duration of delivery, see 'How long does delivery take?'
You should be oneCustomer 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 the 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.g.

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

- You can save different delivery addresses.
- You can put together a very personal wish list that 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.

Set up yourCustomer account before placing your order, all data for your order are already saved. Just click on the account symbol in the top right corner of our shop or in the menu on & # x27;My account& # x27; and fill in 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.
If you've done that, yours isRollei customer account and you can immediately use all the advantages.

Click on the mobile view account icon in the top right of our shop: At the bottom of the menu, click on & # x27; Log in & # x27;) or here and enter your user name and your personal password.

Click at theCustomer Login on & # x27; Forgot Password & # x27 ;. Then enter your email 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 in with your email address and your personal passwordCustomer account and go to the area you want to revise. For example, you can change your address details, delivery addresses or the account password.

Log in to the with your email address and your personal passwordRollei customer account and go to the & # x27; Orders & # x27; 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 from 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, please dial 49040 270 750 270270
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: 49 040 270 750 277277

To contact us

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8. DOWNLOADS

You will find operating instructions, data sheets, firmware updates and declarations of conformity in ourDownload center.

9. PRIVACY POLICY

The protection and security of your data are extremely important to us! That is why we are one of & # x27;Trusted Shops& # x27; verified online shop. As a Rollei customer, you can shop with us without any worries.
If you provide us with your data, for example when placing an order, it will only be used for the intended purpose. The data necessary for the business transaction are then stored by us and passed on to companies affiliated with us as part of the order processing. All personal data will of course be treated with strict confidentiality at all times.

Find out more about data protection at Rollei here.