You have received the track and trace code of your package by mail. It is possible that in some cases the shipment with our parcel service DPD is delayed. Keep checking the link carefully for new delivery information.

Is there something wrong in the track and trace, or did you not receive the package for another reason? Please contact customer service. We will find out what went wrong and provide you with a solution.

Customer service can be reached in the following ways:

By phone: +31 (0) 38 422 00 40 on weekdays between 9:00 and 16:00 

Chat on the website: Reachable on weekdays between 9:00 and 16:00

WhatsApp: Reachable on weekdays between 9:00 and 16:00

E-mail: Send a message to service@vonroc.com or fill out the contact form.

Not sure if your order was placed successfully?

Check whether the amount has been debited from your account. If this is the case, your order has been placed.

Has the amount not been debited from your account? Then something went wrong during the ordering process.

Try the following:

1. Place the order again. Has the amount been debited? Then the order was placed successfully.
2. Try to order in another browser, e.g. Google Chrome, Explorer, Safari.
3. Still doesn't work? Please contact us at service@vonroc.com and tell us what is wrong and what you have already tried. We will be happy to help you.

Has the amount been debited from your account, but have you not received a confirmation email?

First check your spam box, maybe it ended up there.

Occasionally it may happen that the confirmation email does not arrive correctly. In most cases you will receive the order within the promised time. If this is not the case please contact us, we will provide you with a solution.

Have you moved or for some other reason would like orders to be delivered to a different address from now on? Log in and under 'My Account' search for the address book (Add new address (vonroc.ie)), here you can change your address or add a new one. 

Have you placed an order but the address to which the package is being shipped is incorrect? Then please contact the customer service as soon as possible. Preferably on weekdays by phone or via the chat on the website. If the package has not been shipped yet, we will adjust the address for you.

After placing your order you will receive an e-mail to confirm the order. Once the package is transferred to the delivery service you will receive an e-mail containing the link to the track & trace page where you can follow the progress of your package.
Your package will usually be given to the delivery service within 1 to 2 days after placing your order and will be sent to the delivery address the next day.
If you are not at home, the package will be delivered to your neighbors or the deliveryman will attempt to deliver again the next day.

Did you not receive a track & trace link? First check your spam email box, maybe the email ended up there. Is this not the case or do you have other questions about the delivery of your package? We will be happy to help you. Please contact us at service@vonroc.com. We will get back to you as soon as possible.