FAQ

• Germany, Austria: 4.50 EUR – free shipping on orders of 35 EUR or more
• Belgium, Luxembourg, Netherlands: 5 EUR – free shipping on orders of 35 EUR or more
• France: 10.00 EUR
• Switzerland: CHF 7.50 – free shipping on orders of CHF 50 or more
• BLACKROLL® has distribution partners with their own online stores in many other countries. If you live in one of these countries, we recommend that you place your order there. We’ve compiled a list of some of these online stores for you here:
  • For orders from Italy: www.blackroll.it
  • For orders from Poland: www.blackroll.com.pl

Shipping costs are calculated automatically when you place your order.

We ship to the following countries: Germany, Austria, Switzerland, France, Belgium, the Netherlands, and Luxembourg (mainland only, excluding islands). For many other countries, BLACKROLL® has distribution partners with their own online stores. If you live in one of these countries, we recommend that you place your order there. We’ve compiled a list of some of these online stores for you here:

• For orders from Italy: www.blackroll.it
• For orders from Poland: www.blackroll.com.pl

If you live in another country, please feel free to contact us.

Delivery within Germany typically takes 2–3 business days. In rare cases, there may be delays in delivery, which can extend delivery times to up to 7 business days.

Unfortunately, we have no control over delivery delays caused by the shipping carrier.

Sure. We’d be happy to ship your order to a Packstation. You can select this delivery option during checkout when you enter your shipping address. Please make sure to enter your address completely and correctly:

• First Name: Max
• Last Name: Mustermann
• Company/Postal Code: Postal Code
• Street/House number: Packstation with number
• City: Name of the Packstation
• Country: Germany
• ZIP Code: Packstation ZIP Code

The delivery carrier depends on where you live:

• Germany: DHL or GLS
• Austria: Post AT
• France: DPD
• Other countries: DHL International

Of course—we’ll cover the costs if you don’t like a product or want to return it for any other reason.

Create the appropriate return label for your free return. You can find detailed instructions here.

Please note that we cannot accept returns at our headquarters in Switzerland. Please use our free return label for returns.

If you’d like to return an online course, please contact our customer service.

Once we receive your return, we’ll refund the amount to you. We’ll use the same payment method you selected for your order.

• Once we’ve received your return, we’ll first check which items you’ve sent back. We’ll then confirm receipt of your return via email. That’s why it may take up to 14 days for you to receive a confirmation with all the details about your refund.
• If it has been more than 14 days since you sent your return, please contact us via email at [email protected]. Don’t forget to have your order number and return receipt ready.

You can return most items free of charge within 90 days—electronic products within 30 days.

• We cannot automatically offset the cost of one item against another. Therefore, a direct exchange is unfortunately not possible.
• In the online store, you can check if the item is still available in the right size or color and place an order for it.
• Simply return your original order. We’ll refund the purchase amount within 14 days of receiving your return.

Were you sent the wrong item instead of the one you ordered? Or did you receive an extra item that you didn’t order at all? We’re sorry—we didn’t mean to cause you any trouble.

Please contact us directly at [email protected].

Was your order delivered incomplete? We’re sorry about that. We didn’t mean to cause you any trouble. Please email us at [email protected] and we’ll take care of your issue.

You can pay in our shop via PayPal, Sofort Überweisung, Klarna invoice, and credit card (VISA, MasterCard, American Express). The respective amount will be charged upon conclusion of the contract.

You can either order as a guest in our online store or create a customer account. You can do this in just a few steps here. Confirm your registration via the link in the email we’ll send you. With your customer account, you can, for example, view your orders or check the shipping status of your order.

To place an order, add the items you want to your shopping cart and click the “Checkout” button. Then enter your contact information and select your preferred payment method, and complete the purchase.

Unfortunately, no. Phone orders are not currently available.

Since your order is processed automatically and immediately forwarded to our logistics partner, cancellation is unfortunately no longer possible once the order is complete. However, you can, of course, return the package free of charge after receiving it.

If you’d like to cancel an online course, please contact our customer service.

No, discounts and promotions cannot be combined. Only one discount or promotion can be applied per order. This applies to both discount codes and automatically applied promotions. Additionally, discounts and promotions do not apply to B-stock items in the outlet.

Is your product damaged, or are you dissatisfied with the quality? Please fill out our complaint form or feel free to contact us by email at [email protected] and provide us with the following details regarding your complaint:

• Order number
• Affected product
• Photos of the defect

Your feedback is important to us so we can continue to improve our quality.

You can sign up for our newsletter here. You’ll then receive regular updates and offers via email. As a small thank-you, we’ll send you a discount code that gives you 10% off your next order.

You can unsubscribe from the newsletter at any time. You’ll find an unsubscribe link at the bottom of every newsletter.

Our newsletters may be ending up in your spam folder. Check your spam folder and mark our newsletters as “Not Spam.” That way, you’ll see our newsletters directly in your inbox in the future and won’t miss any news.

No, discounts and promotions cannot be combined. Only one discount or promotion can be applied per order. This applies to both discount codes and automatically applied promotions. Additionally, discounts and promotions do not apply to B-grade items in the outlet.

Please make sure you’re using the correct login credentials.

Make sure your email address and password are entered correctly. If you’ve forgotten your password, you can request a new one by clicking the “Forgot Password” link on the login page. If you’re still having trouble, it might help to clear your browser’s cache and cookies or try using a different browser or device.

If the problem persists, please contact our customer service with a brief description of the issue.

Please check that all fields are filled out correctly and that there are no input errors. Make sure you’re using a valid email address. If you already have an account with us, try logging in instead. It may also help to clear your browser’s cache and cookies or to use a different browser or device.

If the problem persists, please contact our customer service with a brief description of the issue.

Please make sure you entered the correct email address in the password reset form. Be sure to check the spam folder in your email inbox in case the password reset email ended up there. If you still haven’t received an email, please try again or check to see if you might have used a different email account to register.

If the problem persists, please contact our customer service.