FAQs

  • Contact
    • How can I get in touch with your customer care team?

The team’s hours of service are Monday to Friday from 9am to 4pm EST (excluding holidays).

To reach our team, please visit our contact page to submit your inquiry, send us an e-mail at eshop@rococo.gr or call our line +30 2102224480 within our service hours.

    • When can I expect a response to my email?

We respond to all inquiries within 48 hours.

  • Order
    • Can I place an order over the phone?

We only accept domestic orders (from Greece) over the phone.

    • I placed an order on your website and never received a confirmation email.

Order confirmations are sent out immediately. Our emails can sometimes accidentally go straight to your junk folder and/or may be flagged by spam filters. Please check these folders and mark us as safe instead of spam.
If you haven’t received confirmation from us within 8 hours, please fill out the contact page on our website or send us an e-mail. If you do not know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you!

    • Can I add or remove products from my order?

Unfortunately, once an order has been placed, we cannot make any edits or substitutions.

However, after placing an order, if you notice incorrect items, let us know as soon as possible by phone or reaching out to us via our contact page or via e-mail so that we will inform you regarding your choices.

    • I want to cancel my order.

Changed your mind? Made a mistake? That’s all right!

Please reach out to us through our contact page or give us a call and our customer service team will help you. Please it is important to reach out to us as quickly as possible.

    • There’s something wrong with the order/products I received!

We’re so sorry about the mix-up and any inconvenience.

    • How can I exchange/return an online purchase?

All other countries except Greece:

We provide full refund and we do have a 15-day Return Policy on all items purchased directly from us.

Please refer to our Return Policy in our Terms & Conditions.

Billing

    • What methods of payment do you currently accept?

Greece:
We accept all major credit cards (Visa, Mastercard, Maestro, American Express, Diners & Union Pass), cash payment on delivery and Bank deposits, Paypal for domestic orders.

All other countries except Greece:
For all other countries we accept Credit Cards, PayPal and Bank Deposits.

Bank Account Details:

Bank’s Name: ALPHA BANK
Bank Account: 141-00-2002-004040
IBAN: GR98 0140 1410 1410 0200 2004 040
Currency: EUR
BIC: CRBAGRAAXXX

 

Bank’s Name: NATIONAL BANK
Bank Account Number: 47014025
IBAN: GR 95 0110 1220 0000 1224 7014 025
Currency: EUR
SWIFT BIC: ETHNGRAA

 

 

    • What currency do you charge in?

We currently offer prices in EUR for all regions.
All countries have pricing displayed in EUR.

If the local/credit card currency is different than the one used at the time of checkout then your bank will convert the amount using the current exchange rate. Any international bank fees are not imposed by Rococo.

The currency and pricing of your order is determined by the country from which you visit us and cannot be changed.

    • Will there be any other extra costs?

Some regions include taxes and duties while others do not. Our system doesn’t take into account these variations when checking out.

NOTE: Non EU-Customers shall be subject to any charges that may arise from exchange rate differences, customs clearances, any import duty, quotes, permits, product restrictions and other local requirements for which our company shall bear no liability.

 

  • Shipping + Delivery
    • I did not receive a tracking number!

We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.

    • What shipping courier do you use?

The shipping couriers vary by region and are subject to change from time to time:

Worldwide - Shipping from our central warehouse by DHL

 

Shipping costs and thresholds are subject to change from time to time.

    • Do my billing and shipping addresses need to be in the same country?

For security reasons, billing and shipping addresses are required to be in the same country.

    • I want to edit my shipping address.

Kindly reach out to us through our contact page or e-mail and our custom service team will see if this can be done.

Please note that we cannot modify your shipping details once the order has been processed by our team. We also are unable to modify the route of a parcel once it has been shipped.

    • How can I track my order?

Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information.

    • I’m having issues tracking my order; can you help me?

Once an order has left our facility, please note that it can take 1-2 business days for some shipping couriers to update further tracking details on their website.

If your tracking number does not work, or hasn’t updated within two business days, please reach out to us through our contact page and our customer care team will get right on that for you!

    • My package is being returned to sender (RTS). What do I do?

If you see that your parcel is being returned to ROCOCO, simply reach out to us through our contact page and let us know! We can reship your order a second time at no cost to you. Please note that we may require an alternate shipping address.

However, if your parcel is RTS but we have not heard from you, the ROCOCO team will try to get in contact with you.

    • My order is missing!

Have you checked your tracking information? If you’re unable to locate your parcel, please contact us so that we can start an investigation with the courier regarding your missing parcel. Depending on the courier, investigations can take anywhere from 5-10 business days to conclude.

Please note that any orders reported missing or stolen must be disputed within 14 days from shipment date. International orders reported missing/stolen must be reported within 21 days from shipment date. Any requests made outside of this timeframe have no guaranteed resolution.

Until a missing package has been returned to ROCOCO or officially declared lost, we are unable to reship the order.

    • Are there any taxes, brokerage, or customs fees?

Any applicable taxes are applied to your full order (including shipping). This will be reflected by the total cost upon checkout.

For destinations outside EU you may be charged handling fees and taxes as your order passes through customs. Any charges on a parcel are the customer’s responsibility.

Also, in case you want to return the order to us, please note that you will pay the transportation cost and any custom fees you may be charged.

NOTE: Non EU-Customers shall be subject to any charges that may arise from exchange rate differences, customs clearances, any import duty, quotes, permits, product restrictions and other local requirements for which our company shall bear no liability.

    • Do you ship with Signature Required?

International parcels require a signature upon delivery.

 


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