Frequently asked questions
I have not received an order confirmation?
If you still haven't received an order confirmation by mail 24 hours after your order (check your spam folder to be sure), please contact our support at info@roalista.com.
How long does the delivery take?
Once the shipment has been placed with our shipping service provider DHL, it takes 1 - 3 business days within Germany before it arrives at your door.
In other EU countries it usually takes 2 - 8 business days.
Please understand that it may take a little longer on events such as Black-Friday or Christmas due to a very high shipping volume.
How much are the shipping costs?
The shipping costs are 4,90€ in Germany, from an order value of 50€ the delivery is free of shipping costs.
In Austria and the Benelux the shipping costs are 7,90€ and from 100€ free shipping.
For the rest of the EU countries we charge 9,90€ and from 120€ the delivery is free of charge.
What happens if my order does not arrive?
You will receive a tracking link from us as soon as your package has left our warehouse. If after several days the package has not arrived, please contact our support at info@roalista.com.
Can I change my order afterwards?
After completing your order, it is unfortunately no longer possible to make changes to the ordered items.
Can I change my shipping address afterwards?
After completing your order, it is not possible to change your address. If you need to change your address, please contact us at info@roalista.com.
Can I exchange an item?
Unfortunately, we do not currently offer an exchange service.
If the ordered item does not fit, send it back to us within 14 days and order the and order the right piece of jewelry again.
If you need help finding the right size, take a look at our Size
Guide.
Can I return my items?
You have the possibility to return your order or parts of it within 14 days without giving any reason.
Please repack your jewelry in the original packaging (the jewelry box and the velvet bag) and send the package back to us with the shipping service provider of your choice.
Please send the package insured and keep the shipping receipt / tracking link.
After checking the goods, you will get your money back from us within 10 days. We will use the same payment method as we received your money (unless otherwise agreed). If the 14-day return window is exceeded and we have not confirmed an extended return policy, your order will be sent back to you.
How can I register my return?
You can easily register your return, please use our returns portal: click here.
Who carries the costs of the return shipment?
We currently do not offer free returns.
If you have further questions, please contact us at info@roalista.com.
We will be happy to help you.