Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

Here, you’ll find answers to the most common questions about ordering, shipping, returns, and more. We aim to make your shopping experience as smooth as possible, so if you have any additional questions, don’t hesitate to reach out to our customer service team. We’re here to help!

Ordering

What forms of payment do you accept?

We accept Visa, MasterCard, Discover, American Express, and PayPal. Additionally, if you're an Apple Pay user, you can check out using Apple Pay through your Safari browser on an iPhone, iPad, or desktop.

Where do I enter my discount code?

You can enter your discount code during the checkout process. On desktop, the discount code field is located on the right-hand side of the order summary, while on mobile, it’s at the top of the page.

How long will it take for my order to arrive?

Orders are usually dispatched within 2-3 business days. Standard shipping typically takes 4-7 business days, while Priority shipping takes 2-3 business days. For international orders, shipping times may vary based on the region.
Pre-orders will be shipped late December.

What if my tracking still says “pre-shipment”?

Don’t worry—your package is en route. Sometimes tracking updates are delayed, especially during high-volume periods. If there’s no progress within 15 days, contact us.

What should I do if my shipment is lost, stolen, or damaged?

We partner with Luxembourg POST, EuroSender & DHL to offer delivery protection. If your shipment is lost, stolen, or damaged, report the issue by contacting us on Contact@therollermoller.com

shipping

Do you offer free shipping?

We offer free standard shipping within the following EU countries (Luxembourg, Belgium, Netherlands, Germany, Austria, France, Denmark, Finland, Italy, Portugal, Slovakia, Sweden, Switzerland, Czech Republic, Spain, Greece, Hungary, Ireland, Iceland, Lithuania, Norway, United Kingdom)
for orders over 70€.

Where will my order ship from?

All orders are packaged and sent from our HQ in Luxembourg.

How long will my order take to reach me?

All orders of in-stock items require 2 to 3 business days for dispatch. Once an order has been dispatched, you can use the below transit times to estimate how long it will take for your order to reach you.

For orders shipping within the EU, please estimate 4 to 7 business days via our Standard service and 2 to 3 business days via our Priority service. Please note that delays can and sometimes do occur and that the aforementioned transit times are estimates only.

- For international orders, shipping times may vary based on the region.

Please note, the above applies to in-stock items only.

Are purchase receipts included in the shipment?

Not to worry. If you've ordered a gift and are sending directly to your recipient, please note that we do not include receipts (or invoices) in the shipment. All that is included is a thank you card that also includes notes about how to handle returns or (in a rare event) report damages or defects.

To which countries do you ship?

We offer worldwide shipping for our products! Please be advised if you're ordering from a country other than (Luxembourg, Belgium, Netherlands, Germany, Austria, France, Denmark, Finland, Italy, Portugal, Slovakia, Sweden, Switzerland, Czech Republic, Spain, Greece, Hungary, Ireland, Iceland, Lithuania, Norway, United Kingdom) then please reach out to us first through Contact page prior to making your order. Please note that some countries may have specific customs restrictions, especially for items that include a grinder. While we make every effort to get your order to you smoothly, international shipments are subject to the customs regulations of the destination country. We recommend that you check your country's import guidelines, as any customs delays or charges will be the responsibility of the buyer.

Do I have to pay customs and duties?

Depending on your country’s import regulations, your order may be subject to customs fees, duties, or taxes upon arrival. These additional charges are not included in the purchase price or shipping costs, and they are the responsibility of the buyer. We recommend checking with your local customs office for more information on potential fees before placing an order.

Returns

How do I return my order?

If you’re not completely satisfied with your purchase, you may return it within 30 days of receiving your order. To start a return, please contact our customer service team at contact@therollermoller.com with your order details. Items must be returned in their original, unused condition. Please note that return shipping costs are the responsibility of the customer, and any original shipping fees are non-refundable. Once we receive and inspect your return, we’ll process your refund or exchange as quickly as possible.

Pre-order sale 20% off (shipping starts late December) - Free shipping Exclusively inside EU on orders over 70€ - International shipping please contact us first.