Frequently Asked Questions

Welcome to the FAQ section of rocoia.shop.

Below you can find answers to common questions regarding orders, payments, shipping, delivery, returns, refunds and customer service.

If you cannot find the information you need, please contact us at support@rocoia.shop or by telephone at +45 52 55 56 84.

1. How can I place an order?

Select the product you wish to purchase, choose the applicable options or variants where available, and add the product to your cart.

Proceed to checkout and enter the requested delivery and contact information.

Before submitting your order, please review the product, quantity, price, shipping information, total amount and payment method displayed during checkout.

2. Can I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible at support@rocoia.shop.

Please include your order number and the email address used when placing the order.

If your order has already entered processing or has been dispatched, we may not be able to change or cancel it. This does not affect any statutory consumer rights that may apply.

3. How do I know whether my order was successfully placed?

After successfully submitting an order, you may receive an order confirmation containing the relevant order details.

Please review the information carefully and contact us if you notice an error.

4. What currency will I be charged in?

The applicable prices and transaction currency are displayed on our online store and during checkout.

Please review the final order amount displayed during checkout before submitting your order.

5. What payment methods are available?

The payment methods available for your order are displayed during checkout.

Cash on Delivery (COD) may be available for eligible orders and delivery destinations.

Payment method availability may depend on factors such as the delivery destination, order details and payment options currently available through our store.

Please refer to the checkout page for the payment methods currently available for your specific order.

6. How does Cash on Delivery work?

Where Cash on Delivery (COD) is available and displayed during checkout, payment is made in connection with the delivery of the order.

Please follow the payment instructions provided during checkout and delivery.

If Cash on Delivery is not displayed as an available payment option for your order, it is not available for that order.

7. Are there additional payment fees?

Any applicable charges included in your order will be displayed during checkout before you submit the order.

Please review the final total carefully before completing your purchase.

8. Where do you deliver?

Delivery availability depends on the destination and the shipping options currently available for the relevant order.

Please enter your delivery address during checkout to confirm whether delivery is available to your location.

9. How much does shipping cost?

Applicable shipping charges are displayed during checkout before the order is submitted.

Where free shipping is available for an order, this will be shown during checkout.

Please review the shipping charge and final order total before placing your order.

10. How long does order processing take?

Orders are generally processed according to the processing time stated in our Shipping and Delivery Policy.

Processing time is separate from the time required for transportation and delivery.

11. How long does delivery take?

Estimated delivery times are described in our Shipping and Delivery Policy and may vary depending on the destination, carrier, order details and circumstances affecting transportation.

Delivery estimates are not guarantees unless expressly stated otherwise.

12. How can I track my order?

Where tracking information is available for your shipment, it may be provided after the order has been dispatched.

If you have questions about tracking or delivery, please contact us at support@rocoia.shop and provide your order number.

13. What should I do if my order is delayed?

If your order has not arrived within the expected delivery period, please contact us at support@rocoia.shop.

Please provide your order number and any available tracking information so that we can review the shipment.

14. What should I do if my parcel appears to be lost?

If you believe that your parcel may have been lost during transportation, please contact us.

We will review the available order and shipment information and provide further assistance where appropriate.

15. What should I do if I receive a damaged product?

Please contact us as soon as reasonably possible after discovering the damage.

Where relevant, provide:

Your order number;
A description of the problem; and
Clear photographs or videos showing the damage.

We will review the information and provide appropriate instructions.

16. What should I do if I receive the wrong product?

Please contact us at support@rocoia.shop and provide your order number together with details of the product received.

Photographs may help us review the issue.

Please do not return the product before receiving applicable return instructions from us.

17. What should I do if an item is missing from my order?

Please contact us and provide your order number together with details of the missing item.

We will review the order information and provide further assistance.

18. Can I return a product?

Returns may be available in accordance with our Return and Refund Policy and applicable consumer law.

Please review the Return and Refund Policy before sending a product back.

19. How do I request a return?

Please contact us at support@rocoia.shop before returning a product.

Include your order number, the email address used for the order, the product you wish to return and the reason for your request where relevant.

We will provide applicable return instructions.

20. Where should I send my return?

Please contact us before sending a return.

Our registered company address should not automatically be used as a return address unless we specifically instruct you to send the product there.

The applicable return location may depend on the product, warehouse or fulfilment arrangement.

Return instructions will be provided where applicable.

21. Who pays the return shipping cost?

Responsibility for return shipping costs depends on the reason for the return, applicable consumer rights and the conditions described in our Return and Refund Policy.

Please review that policy or contact us before returning a product.

22. When will I receive my refund?

Refund processing depends on the circumstances of the return or cancellation.

Once an applicable return has been received and reviewed, or where a refund is otherwise due, the refund will be handled in accordance with our Return and Refund Policy and applicable law.

Please refer to our Return and Refund Policy for further details.

23. Can I exchange a product?

If you would like a different product or variant, please contact us.

Availability and the appropriate procedure depend on the circumstances of the order and the product concerned.

24. What happens if a product is unavailable?

Product availability is displayed on the applicable product page where available.

If an availability issue affecting an already placed order arises, we will provide appropriate information or assistance regarding the order.

25. Can product prices change?

Product prices may change from time to time.

The price applicable to an order is the price displayed for the relevant product and confirmed during checkout when the order is placed.

26. Why might the price change when I select another product variant?

Where a product is offered in different variants, models, sizes, configurations or other options, different variants may have different prices.

The applicable price should be displayed when the relevant option is selected and confirmed during checkout.

Please review the selected product or variant and final price before placing your order.

27. Is my payment information secure?

Checkout and payment information should only be entered through the checkout process provided by our online store.

Please do not send sensitive financial credentials to us by email, telephone or contact form, including:

Full payment card details;
Security codes;
Payment account passwords; or
Other sensitive financial authentication information.

28. How is my personal information handled?

Personal information is handled in accordance with our Privacy Policy and applicable data protection requirements.

Please review our Privacy Policy for further information about how personal information is collected, used and handled.

29. How can I make a privacy request?

If you wish to request access, correction or deletion of personal information, or exercise another applicable privacy right, please contact us at support@rocoia.shop.

Please clearly state that your request concerns privacy or personal data.

We may request reasonable information to verify your identity before processing certain requests.

30. How can I contact customer service?

You can contact us using the following details:

Email: support@rocoia.shop
Telephone: +45 52 55 56 84

For questions concerning an existing order, please include your order number and the email address used when placing the order.

31. Where can I find your company information?

Our business information is:

Company name: Dansk Produktionsteknologi ApS
CVR number: 39604787
Director: Jakob Stepping Pedersen
Registered address: Brå Møllevej 12, 8783 Hornsyld, Denmark
Email: support@rocoia.shop
Telephone: +45 52 55 56 84
Website: rocoia.shop

Additional business information is available on our Contact Information and Legal Notice pages.

32. Where can I find your store policies?

Our relevant policies are available through the links provided on our online store, including:

Shipping and Delivery Policy;
Return and Refund Policy;
Payment Policy;
Privacy Policy;
Terms of Service;
Contact Information; and
Legal Notice.

Please review the applicable policy before placing an order if you require additional information.

33. What if I have a question that is not answered here?

Please contact us at: