Frequently Asked Questions (FAQ)
Do you have any questions? No problem!
Here are the most frequently asked questions. Is your question not listed? Then please contact our customer service.
Contact us!
You can also reach us by phone from Monday to Thursday from 8:00 AM - 12:00 PM, and by email on Fridays.
Frequently Asked Questions
Order
11 Questions
Product and Care
3 Questions
Shipping
7 Questions
Payment
12 Questions
Customer Account, Newsletter, and Promotions
7 Questions
General
4 Questions
Order
Once you have decided on a product, you can add it to your shopping cart by clicking on the corresponding button. You can add an item directly to the shopping cart via the quick selection in the product catalog or add the item to your shopping cart in the item area.
When all the items you want to order are in your shopping cart, please click on "Shopping Cart" at the top right. Here you can decide whether to go directly to checkout or to review your shopping cart again.
If you have a voucher code, please enter your code in the designated field and click on "Redeem Voucher Code". Then you can proceed with the order process via "Buy Now".
You can now decide whether to create a customer account or order as a guest. If you have a customer account, you can order through it. This way you can permanently store your address data and always keep an eye on your orders. There is also the option to save multiple delivery addresses.
After choosing the delivery address and payment method, your complete order will be summarized in the order overview. Here you can make further changes to the number of items, selection, delivery address and payment method.
If you have previously ordered online from "www.die-reine-wohlfuehlkunst.de", we unfortunately cannot transfer your customer account. We would be pleased if you create a new customer account with us.
If you have a discount code, please enter it in the designated field within the shopping cart and click "Redeem discount code". You can then proceed with the order process by clicking "Checkout". Alternatively, the discount code can also be redeemed during the order process in the "Order Summary" step. Only one discount code can be redeemed per order, and it may not necessarily be combinable with a promotional discount.
In the shopping cart, you can correct the quantity of already saved items or delete them entirely. If you then click on the refresh icon, you will always see the correct total sum.
If you want to add more products to your order, click on "Continue Shopping". To complete your purchase, click on "Checkout".
After placing your order, you will receive a confirmation directly on the website and by email that we have received your order and are preparing your items for shipment. As soon as your package leaves our premises, you will receive a shipping confirmation, which includes the tracking number of the parcel service for shipment tracking. If you have a customer account, you can also find the tracking number for your shipment with the respective order in the order overview of your customer account.
You can change or cancel your order until the goods have left our premises.
To do so, please send an e-mail with your order number, customer number, and desired changes to service@roesch-fashion.com.
You can also reach us by phone from Monday to Thursday, 8:00 AM - 12:00 PM at: +49 (0)7071 153-499*
*Standard rates charged by your telecommunication provider apply. Rösch Fashion GmbH & Co. KG does not charge any fees beyond the mere use of the telecommunication service.
Unfortunately, this can happen in rare cases. Please return the item to us and reorder.
Yes, there is a minimum order value of 20 Euros per order.
Yes, we only sell to individuals who are 18 years of age or older.
As a rule, only actually available items are displayed in our online shop. Although our database is updated regularly and at short intervals, in exceptional cases it can happen that the item you purchased at the time of your order is already out of stock, because it is ordered by several people at the same time, but is only available once.
In this case, it can unfortunately only be determined after your order has been processed that the ordered item is no longer available. If an order cannot be carried out due to a sell-out, we will of course inform you as soon as possible. Any payments already made will of course be refunded to you immediately.
Should an item be out of stock, you can simply sign up for a notification. As soon as the item is back in stock, you will receive an email notification. To do this, click on the button directly next to the desired product.
Please check your computer's settings. To use all features without restrictions, we recommend an up-to-date version of the browsers Microsoft Edge, Mozilla Firefox, Safari, or Opera.
Please also disable your pop-up blocker and allow cookies. If you meet all requirements and still have problems using the online shop, please contact our customer service by email or phone and describe the error. We will try to resolve it as quickly as possible.
Product and Care
For questions about our products, please contact our customer service using our contact form. Simply fill out the fields and we will promptly address your request. If necessary, we are also happy to call you back.
We value your opinion. To ensure we can offer you ideal service, your suggestions and proposals for optimizing our online shop are very welcome.
Online Shop Customer Service:
Monday to Thursday: 08:00 AM - 12:00 PM
Friday: reachable by email only
Customer Service Phone: +49 (0)7071 153-499*
Customer Service Email: service@roesch-fashion.com
Contact details for dealers, suppliers and other inquiries:
Phone: +49 (0) 7071-153-0*
Email: info@gerhard-roesch.de
* For phone calls, the basic tariffs charged by the telecommunications provider apply; no additional charges beyond the mere use of the telecommunications service are calculated by Rösch Fashion GmbH & Co. KG.
Data Protection in the Contact Form
If you contact us via our contact form, we only collect the personal data you provide (name, email address, and message text). This processing serves to contact you and respond to your inquiry. Your data will be processed in accordance with Article 6 Paragraph 1 Letter f) of the GDPR.
You have the right to object at any time, for reasons arising from your particular situation, to data processing that is based on Art. 6 Para. 1 f) GDPR due to legitimate interest and is not used for direct marketing. To exercise this right, you can contact us or our data protection officer at any time using the contact details provided in the imprint of this page.
The personal data collected will not be passed on to third parties unless such disclosure is legally required or serves our legal defense. We delete the data collected in this context after storage is no longer necessary or processing is restricted, provided that statutory retention obligations do not prevent this.
Further information can be found in our privacy policy at: https://www.roesch-fashion.com/datenschutz
It's easy to find out which size fits you best. Simply use the size chart located to the right of each item. A detailed size chart and tips for measuring your body can be found in our service section under Size Guide.
You can conveniently search for items using their name, item number, or a keyword via our search function at the top right of the shop.
You can also filter items by various criteria using the filter function on the left to narrow down your selection.
Shipping
In addition to the product prices indicated, we charge shipping costs. The flat-rate shipping cost includes packaging, insurance and shipping. You can find the exact amount in the following paragraph.
Shipping conditions for shipping within Germany:
Rösch Fashion Shop ships within Germany with DHL. Delivery takes place 2-4 working days after conclusion of contract.
For shipping within Germany, we charge a flat shipping fee of 4.95 EUR. For orders with a value of 149.00 EUR or more, delivery is free of charge.
Shipping conditions for shipping outside Germany:
Deliveries outside Germany are made with DHL. Delivery takes place 5-7 working days after conclusion of contract.
Shipping is possible to the following EU countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.
For shipping to Austria, we charge a flat shipping fee of 6.95 EUR.
We deliver to all other EU countries for a flat shipping fee of 9.95 EUR.
Information on returns and the associated costs can be found in the cancellation policy (Clause 10) and in the voluntary right of return (Clause 11).
We currently ship to Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.
Our experienced logistics partner DHL handles the fast and reliable delivery of your parcel.
Within Germany, delivery takes 2-4 working days after conclusion of contract.
Deliveries outside Germany take 5-7 working days after conclusion of contract.
Should there be any delays in exceptional cases, we will inform you immediately.
If delivery to you, or to other persons in your household or to neighbours, is not possible, your parcel will be deposited at the nearest post office for 7 working days. Please refer to the respective notification card left by the parcel deliverer for exact details.
Within Germany, we deliver to any address you specify, which means you can also provide a delivery address different from your main residence. In this case, however, your main residence must be given as the billing address.
You also have the option of having your order delivered to one of the approximately 2,000 DHL Packstations, where you can collect the goods 24/7. Unfortunately, delivery to a PO box is not possible.
You can track the status of your shipment at any time via the tracking link in your shipping confirmation email.
You can also contact our customer service department, who will be happy to answer your questions during service hours (Monday–Thursday, 8:00 AM–12:00 PM at +49 (0)7071 153-499*). If necessary, we can initiate an investigation to clarify the whereabouts of your shipment.
Alternatively, you can contact us via the contact form or by email at service@roesch-fashion.com.
*Standard rates charged by your telecommunications provider apply. Rösch Fashion GmbH & Co. KG does not charge any fees beyond the mere use of the telecommunications service.
Payment
Payment for the goods is made at the customer's discretion:
- via Klarna invoice
- via PayPal
- via credit card (Visa or MasterCard)
- via Klarna instant transfer
- via Klarna installment payment
Please note that any bank charges incurred by your credit institution are to be borne by you.
To make online payments even more secure, a card verification value (CVC) is required for credit card payments. In addition, a 3D Secure procedure is used, in which a TAN number is transmitted by your credit card service provider. Please ensure that you are enabled for this procedure, otherwise the order cannot be completed. Your credit card will, of course, only be charged by us after shipping.
Depending on the payment method, payment processing times vary. If you pay with PayPal, the amount is usually debited immediately from your PayPal account. If you pay by credit card, the debit occurs when the order leaves our warehouse.
In our online shop, we use what is known as SSL encryption (Secure Socket Layer) for order transmission. This method offers maximum security when transferring data over the internet. Your information therefore cannot be read by any external third party.
Our servers, on which the data is stored, are located in Germany, and the corresponding technical and organizational measures of Section 9 of the BDSG are guaranteed.
Personal information that you provide to us when contacting us will be used exclusively for processing your inquiry. We will not pass on your data to third parties without your express consent, unless we are legally obliged to do so or by court order. Further information can be found in our privacy policy.
You can redeem the voucher codes offered at https://www.roesch-fashion.com/ during the checkout process. Only one voucher can be redeemed per order, and the voucher cannot be combined with a promotional discount.
Cash payment is unfortunately not possible. To pay, please enter the voucher code in the voucher field.
It is likely that your payment could not be assigned to your order in this case. Please contact our customer service directly.
You can reach them by phone Monday-Thursday 8:00-12:00 at: +49 (0)7071 153-499*
*basic rates charged by the telecommunication provider apply. Rösch Fashion GmbH & Co. KG does not charge any fees beyond the mere use of the telecommunication service.
You can return the items you ordered in their original condition to the online shop within 30 days of receipt.
Return address:
Rösch Fashion GmbH & Co. KG
Returns Department
Schaffhausenstraße 101
72072 Tübingen
GERMANY
For returns, the nearest of approximately 13,000 DHL branches can be found at www.dhl.de. You should always obtain confirmation of your return and keep the receipt for any potential inquiries.
If you return individual items from a shipment, the invoice amount will naturally be reduced by the price of the already returned goods. If you have already paid for the returned goods, we will credit you the amount immediately.
If you wish to exchange an item, please return it to the following address:
Return address:
Rösch Fashion GmbH & Co. KG
Schaffhausenstraße 101
72072 Tübingen
GERMANY
The item desired in exchange must be reordered. A direct exchange or offsetting against a replacement item is unfortunately not possible.
For returns, the nearest of the approximately 13,000 DHL branches can be found at www.dhl.de. You should always obtain confirmation of your return and keep the receipt for any queries.
Returns are free of charge for you within 30 days of delivery.
You can easily and conveniently request the return and the associated return label via our returns portal at https://roesch-fashion.com/apps/returns.
Please note that we only accept returned items in their original packaging, undamaged, with labels attached, unstained, and unworn. The goods must show no signs of use. Trying them on is, of course, permitted. For swimwear, the protective films must not be removed for hygienic reasons. When trying on daywear and swimwear, wearing your own underwear is also expected. In the event of deterioration of the goods due to further use, we reserve the right not to take back the goods and to charge accordingly.
So that we can continuously improve the assortment and service of our online shop, we kindly ask you to return the completed return form with the reasons for the return.
Once we have received your package and processed the return, you will receive a confirmation by email. This can take up to 11 business days. Your money will then be refunded immediately.
Only goods originally ordered from the online shop can be returned or exchanged in the online shop. Returns from brick-and-mortar retail cannot be accepted.
Customer Account, Newsletter, and Promotions
Set up a free customer account to simplify the ordering process. This way, you can access your stored data with every order. Click on the small figure in the upper right corner and a new window will open. Here you now have the option to either log in with an existing customer account or create a new one.
Enter your personal data to register your customer account. After registration, you can manage your personal data in the "My Account" section. Your personal data is secure and will not be passed on to third parties.
To change your password or customer data, please click on the small icon in the upper right corner. Log in with your registered email address and password. Under the "Account Information" option, you can change your customer data and password.
Please click on the small icon in the top right corner. If you have forgotten your password, click on the "Forgot password" link and enter the email address of your customer account. You will then receive an email from us with a link. Open the link and follow the instructions to create a new password. If you have any problems or questions, please contact our customer service.
You can reach them by phone from Monday-Thursday, 8:00 AM - 12:00 PM at the number: +49 (0)7071 153-499*.
Or you can contact us by email at service@roesch-fashion.de
*Standard rates charged by the telecommunications provider apply. Rösch Fashion GmbH & Co. KG does not charge any fees beyond the mere use of the telecommunications service.
To have your customer account deleted, please contact our customer service. After deletion, your personal data will no longer be available. Furthermore, you will no longer be able to view your saved contract texts.
You can reach our customer service by phone from Monday-Thursday, 8:00 AM - 12:00 PM at: +49 (0)7071 153-499*.
Or you can contact us by email at service@roesch-fashion.de
*Standard rates charged by your telecommunications provider apply. Rösch Fashion GmbH & Co. KG does not charge any fees beyond the mere use of the telecommunications service.
At the bottom of our page and in your customer account, you can sign up for our newsletter. Simply enter your email address and click "Submit". You will then receive an email with a confirmation link. You must confirm this link to complete your registration.
You can unsubscribe from the newsletter at any time either by sending a message to service@roesch-fashion.de or by using a dedicated link provided in the newsletter.
In the left panel, click on the Newsletter link. Here you can change your newsletter data or send us an email to service@roesch-fashion.de
General
If you are not satisfied with an item or our service, you can contact us via the contact form or send us an email to service@roesch-fashion.de.
You can also reach us by phone from Monday to Thursday 8:00 a.m. - 12:00 p.m. at the following number: +49 (0)7071 153-499*
*basic rates charged by the telecommunications provider apply. Rösch Fashion GmbH & Co. KG does not charge any fees beyond the mere use of the telecommunications service.
You can find a specialist retailer with the brands from our shop using our dealer search. Enter the city or postcode and find a suitable dealer near you.
Always follow the care instructions sewn into the articles. In the shop, you will find the respective care instructions listed with each item. General care instructions can be found in the service area of our shop under Washing Tips.
The most important textile terms and information on fabric types, materials, etc. can be found in our Laundry ABC.
