ORDERS 

Is delivery free of charge?
Orders in the Netherlands are shipped for free with a purchase above €100. Worldwide we ship for free with purchases from € 150.

 

What can I do if my order has not yet been delivered?
We do our best to deliver your order complete and on time. We always send a track & trace mail, sometimes it appears in your spambox, please check this track & trace link to see the location of your parcel.

If something missing or if the order not been delivered within the estimated delivery time? Send an email to contact@deniseroobol.com or send a whatsapp message to +31 6 51 31 81 56. Our customer service happy to help you from Monday to Friday from 10:00 to 16:00.

 

I have ordered a pre-order item. What now?
How nice that you ordered this item! A pre-order item has a longer delivery time than regular orders. You can find the exact delivery date on the page of the relevant item.

 

How long is the delivery time?

The delivery time in the Netherlands is 1-3 working days. The delivery time for other countries can be found on this page. After placing your order you will receive a confirmation and a track & trace code, there you can track your order.

 

Can I track my order?

The moment your order has been registered with the post, you will receive an email with the track & trace code. Did you not receive a track & trace code? Sometimes it appears in your spambox, please check your spambox, if the mail is not received please send an email to contact@deniseroobol.com or send a whatsapp message to +31 6 51 31 81 56. Our customer service is available from Monday to Friday from 10:00 to 16:00.

 

I have not received a confirmation email. What now?

Have you placed an order, but have not received a confirmation email? Please check first whether the e-mail has ended up in the spam, did the e-mail not end up there? Send an email to contact@deniseroobol.com or send a whatsapp message to +31 6 51 31 81 56 and we can help you further. Our customer service is available from Monday to Friday from 10:00 to 16:00.

 

How do I use my discount code?

You can enter your gift card code or discount code in the checkout, then press the black button with 'Apply'. Your code will be charged immediately. Are you experiencing problems or is the code not working? Send an email to contact@deniseroobol.com or send a whatsapp message to +31 6 51 31 81 56. Our customer service is available from Monday to Friday from 10:00 to 16:00.

 

Which payment methods do you accept?

Online payments can be made with iDeal, Apple Pay, Bancontact, G Pay, Mastercard, American Express, Maestro, Paypal, Shop Pay & Visa and Klarna.

 

Which countries do you ship to?

We ship worldwide. On this page you can find an overview of the shipping costs and an indication of the delivery times. For the shipment of orders we work with DHL, PostNL, UPS and DPD

 

RETURNS

How can I return my product?

Is the item not completely to your wishes or do you want to exchange the item for a different color or model? You can register your return via this page.
*Don't forget to put a # in front of your order number.

Choose the item you want to return and the corresponding reason.

Choose your preferred shipping method

After registering your return, you will receive your return label by e-mail and you can deliver your package to a delivery point of the selected shipping partner.

 

Until when can I return?

If you have received your order but it is not to your liking, you can of course return the order. At DENISE ROOBOL we have a return period of 14 days. This period starts from the moment you've received your order. More detailed info about our return policy you can read here

When you are returning your item, please ensure that the item has all the parts that were included in the package when it was delivered. By this we mean the packing slip, dust bag, attached labels and extras (goodies) if the order was placed during a promotion.

 

Have you received my return shipment?

When we have received and processed your return, you will receive a confirmation email or we will contact you if the item needs to be exchanged.

 

When can I expect my payment back?

As soon as we have received and processed your return, you will receive an email confirming that the amount has been refunded. You can expect the amount back in your account within 1-7 working days.

 

There is no return label in the box, how can I return?

At DENISE ROOBOL we work with an online returns portal. You can register your return shipment via this page. After registering the return, you will receive a return label by e-mail.

 

I have not received the return label by email. What now?

If you have not received your return label by e-mail? Please firstly check your spambox, if the return label is not delivered to you inbox or spambox, please contact contact@deniseroobol.com or send a whatsapp message to +31 6 51 31 81 56. Our customer service is available from Monday to Friday from 10:00 to 16:00.

 

I have received a damaged item

We are sorry that you have received a damaged item. This is of course not the service we want to provide. Contact contact@deniseroobol.com or send a whatsapp message to +31 6 51 31 81 56. Our customer service is available from Monday to Friday from 10:00 to 17:00.
*To help you as quickly as possible, we kindly ask you to send a photo of the defect or issue with your email. We would also like to receive your order number

 

​​COMPLAINTS & WARRANTY

What is the warranty policy?

We have a warranty period of 12 months on all our items, both on bags and accessories. Find more info here about our warranty policy.
Did you receive a defective product or is something not quite as desired? Send an email to contact@deniseroobol.com or send a whatsapp message to +31 6 51 31 81 56. Our customer service is available from Monday to Friday from 10:00 to 16:00.

 

Do I also have a warranty if I buy an item from a physical store?

That depends on the rules that the shop in question uses. We recommend that you contact the store where you purchased the item.

I have a complaint. What now?

We’re sorry to hear that. This is of course not the intention and we are happy to solve this together with you! We would like to ask you to contact contact@deniseroobol.com or send a whatsapp message to +31 6 51 31 81 56. Our customer service is available from Monday to Friday from 10:00 to 16:00.
*To help you as quickly as possible, we kindly ask you to send a photo of the defect or issue with your email. We would also like to receive your order number

 

GENERAL QUESTIONS 

Will my laptop fit in this bag?

On each page is indicated how many inch laptop fits in the bag. If you're not sure, check this blog to make sure your laptop fits.

 

Do I have to spray my bag/accessory with a protection spray?

All products are made of high-tech vegan microfiber leather. This material consists of pressed fibers (microfibres) finished with a strong coating (except velvet or corduroy). Due to this coating, the products are already water-repellent and therefore do not have to be sprayed with a water-resistant spray of a different type of protection spray.

Use a slightly damp cloth to clean your product. If your product is made of liquid nubuck (suede look), do not wipe with a slightly damp cloth, but pat gently.

 

Can you give me style advice?

Yes, we have a suitable bag for every person. Are you in doubt between certain models or between two colors or are you looking for a bag for a special occasion? Contact contact@deniseroobol.com or send a whatsapp message to +31 6 51 31 81 56. If you prefer more extensive advice, you can make an facetime appointment on +31 6 51 31 81 56. Our customer service is waiting for you from 10am to 4pm Monday to Friday, we will do our utmost to find a perfect item for you.