FAQ

ABOUT OUR PRODUCTS – HANDLING + CARE

A gentle microfibre cleaning cloth should be used for daily cleaning. Roxxlyn products can be cleaned with warm water. If necessary, the areas can be gently cleaned with a fine and gentle brush or with warm water and mild soap. Please remove the technical terminal from the socket beforehand. Roxxlyn recommends not using highly concentrated cleaning solvents as they can attack and damage the coating, stone, silicone, plastic parts and other components. Cleaning under running water is not recommended.

SHOPPING ON ROXXLYN.COM

How does shopping on roxxlyn.com work?

a) In the “Shop” section you will find all available products in the webshop. b) Click on the “Photos” to see the product and its details. Here you will also find information on size, technical characteristics, price and availability. c) Select a product by clicking on the “add to cart” icon. You can then choose whether you want to continue shopping or complete the order. d) In your shopping cart you will find a summary of the products you have selected. Here you have the possibility to remove items, change the quantity, continue shopping or complete your order. The total price including VAT is only displayed for orders within the EU. e) To complete your order, please log in with your existing account or complete the purchase without registering as a guest. f) Please enter your personal information such as e-mail address, name and address. Do the billing and delivery addresses match? Then please mark this and enter the separate shipping address. g) Choose a payment method and enter your payment details to complete your purchase. h) In the next step you will see a summary of your order. Please check again if all details are correct and your shipping and billing address is correct and if you have read and accepted the terms and conditions. If everything is in order, confirm the order. i) In the final step, you will be directed to our payment provider to complete your purchase using the payment method selected in step g). Please make sure that you are returned to the Roxxlyn website after entering and confirming your payment information. Your order has been successfully completed when you see an order number and order summary. j) You will receive an order confirmation via e-mail within a few minutes. k) Our webshop team is at your disposal for all questions concerning your purchase.

06. In which countries can I order online on roxxlyn.com? We ship worldwide.

07 Why can’t I add products to my shopping cart? There may be several reasons why you cannot put an item in your shopping cart. Please contact our team.

08. Unfortunately I don’t know what exactly suits me or I don’t know which device I have, how can I get help with the consultation? If you are unsure which model/product you should order or need support in choosing, please send us an e-mail to support@roxxlyn.com and our webshop team will be happy to support you.

SHIPPING TIME

How long does shipping take and how can I track my shipment?

All orders are shipped via our logistics partners DHL Express and for free shipping Deutsche Post. You have the option to choose your favorite provider and option during the ordering process.

Depending on your location, shipping may take between :

Express Shipping with DHL Express

Worldwide 1-2 working days depending on your destination and time zone.

Free Shipping with Deutsche Post / EMS

Germany 2-3 working days
Europe 4-6 working days
USA, Canada 6-10 working days
South America 8-12 working days
Asia 6-10 working days
Middle East, Africa and India 6-10 working days

Please note that the above mentioned timings are the shipping time, we also reserve + 2 day production as each product is made to order but of course do our best to. are your order as soon as possible.

After your goods have been carefully packed and shipped from the Roxxlyn Manufactory, you will receive a shipping confirmation by e-mail. If you have not received this email, please check your spam folder and trash. There you will find all information about your order, such as the tracking number and the status of the shipment if provided by the forwarder. If you are not on site at the time of delivery, the respective logistics partner will leave a message.

Please contact our customer service, they will help you as soon as possible.

PAYMENT

How can I pay?

On www.roxxlyn.com we offer different payment methods, which are country-specific. You can choose to pay with your American Express, VISA, Union Pay, or Mastercard credit card, or with PayPal, Apple Pay, Giropay or Immediately transfer.

If you have payment difficulties with any of the payment methods you have selected, please ensure that the payment information provided is correct and that all required fields are completed correctly and completely.

If your credit card is declined, please check :

Whether you have a valid card that has not expired. The due date is indicated on the front of the card. The name on your credit card matches your billing address. Whether your card limit has been reached. Ask your bank if the maximum amount allowed for purchases has been exceeded. Whether the three-digit security code (located on the back of the card) or the password request to your MasterCard is correct.

Is my payment on roxxlyn.com secure?

Ordering and payment on roxxlyn.com is very secure. All payment methods on roxxlyn.com are SSL-encrypted. This means that sensitive information such as your name, address and password is only processed within our system. If you pay with your VISA or Mastercard, only transactions that are connected to the secure e-commerce system will be accepted. The system contacts the relevant bank and the buyer must approve the purchase. After authentication by the bank, the card is debited. Otherwise the order will be deleted. We do not store any payment information, which is used exclusively by our payment service provider. Read more about this in the privacy policy. You can choose which payment method you use.

When will I be charged for my order?

Your purchase will continue to be charged once you place an order on roxxlyn.com. You will then receive a confirmation with all the details of your order by e-mail. Please keep this email for future reference. If you do not find an order confirmation in your e-mail box, please also check your spam folder.

How can I cancel my order?

If you wish to cancel or change your order, please contact our online team as soon as possible by website chat, phone +49(0)3020169208 (09:00h – 17:00h CET Monday to Friday) or by e-mail at support@roxxlyn.com. Roxxlyn produces and ships all orders within hours up to 2 days, so if you cancel later, your order may be on its way to your delivery address.

MY ACCOUNT

Do I need to create an account to shop on roxxlyn.com?

No, you can also shop as a guest on roxxlyn.com without creating an account. In this case we will not store a username and password in connection with your order information. As a registered user you always have the possibility to access your data for further orders and thus to make future communication with us easier.

How do I create an account?

On the start page, you will find the “Sign in” field at the top right of the screen, which allows you to create a user account. Or you can register after you have placed your product selection in the shopping cart. When you proceed to checkout, you will be asked to enter your contact details. 15 Why can’t I log in to my account? Please check that you have entered the correct e-mail address and password. Is it still not working? Click on “Forgot password” and enter your e-mail address. A link to reset your password will be emailed to you shortly. You did not receive the link? Please also check your spam folder and the trash.

The product I wanted to order is currently not available. When can I buy this again?

All Roxxlyn products are handmade in Berlin. This can result in longer waiting times. Please contact our webshop team, as soon as your desired product is available again, we will inform you by e-mail.

EXCHANGE AND RETURN

I want to return or exchange my order. What do I have to consider?

You have the right to cancel this contract within 30 days without giving any reason.

The cancellation period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

By way of derogation, in the case of sale on trial, the cancellation deadline is 30 days beginning on the day on which the goods were approved. Approval can be granted within a period of 30 days by explicit declaration addressed to us (for example by post or e-mail). The approval period shall begin on the day following receipt of the goods.

To exercise the right to cancel, you must inform us (Roxxlyn Design GmbH, Prenzlauer Allee 186, 10405 Berlin, Germany, Phone +49(0)3020169208, E-Mail: info@roxxlyn.com) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will credit to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than 30 days after the day on which we are informed about your decision to cancel this contract. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will issue the credit to your Roxxlyn account not the same payment as you used for the initial transaction. You will receive from our accountings team a code to get access to your credit which can be accessed at any time. In any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back. The reason we are not able to credit the payment back to your initial payment is that each product is a custom order/ tailored made, we don’t keep any stock at any time, after we have received your order our team will produce it based on all given variations you selected. Due to that we don’t have any chance to retail that product again but of course our main priority is that you are happy and always have the option to make a product switch or come back later at anytime. You shall send back the goods or hand them over to us without undue delay and in any event not later than fourteen days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods

B. CANCELLATION FORM

If you wish to cancel this contract, please complete and submit this form.

Roxxlyn Design GmbH
Prenzlauer Allee 186
10405 Berlin, Germany

E-Mail: info@roxxlyn.com

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*) /for the supply of the following service (*),

_______________________________________________________

_______________________________________________________

Ordered on (*) ____________ / received on (*) __________________

________________________________________________________
Name of consumer(s)

________________________________________________________
Address of consumer(s)

________________________________________________________
Signature of consumer(s) (only if this form is notified on paper)

_________________________
Date

(*) Delete as appropriate

Do I have to pay for the costs of the return myself?

Yes, you must pay for the return costs and potential custom clearance services for the return into the European Union yourself, if you are sending outside of the EU. The amount of additional custom clearance services will be deducted from the product price before the final amount will be returned to you after the final return back to us.

What can I do if I have a question about my return?

Please contact our webshop team at +49(0)3020169208 or support@roxxlyn.com (09:00 -17:00 CET Monday to Friday) and we will be happy to answer your questions. For faster processing, please have your order number at hand.

WARRANTY, REPAIR AND COMPLAINTS

What is the warranty period on my Roxxlyn product purchased from the webshop?

If you have purchased your product in the webshop on roxxlyn.com, the warranty for material defects according to § 438 BGB in Germany is 12 months.

My Roxxlyn product is defective, what can I do?

If you purchased your product in our webshop, please contact our webshop team via e-mail at support@roxxlyn.com and describe the issue, photos and videos documenting the problem are very helpful. Our team will contact you as soon as possible and will try to offer the best possible solution.

If you did not purchase your product from the webshop, please contact the store where you purchased your Roxxlyn product.

BROWSING ON ROXXLYN.COM

Why can not I call www.roxxlyn.com?

Our website works best if you have installed the latest version of your Internet browser. Please check which browser version you use on your smartphone or tablet when you visit roxxlyn.com mobile. If there are long loading times, it may also be possible that we are currently working on the website to further improve it.

Why don’t I receive the Roxxlyn Newsletter?

Please check if your newsletters are in the spam folder of your e-mail account. We recommend that you mark these e-mails as “trustworthy” so that you will receive them directly in your inbox in the future. If you have recently subscribed to our newsletter, it may take several hours before you are successfully added to the mailistling.

If you have created an account using the “Sign In” option at the top of the main menu, you will also find the newsletter subscription there. Please log in to check if you are registered.

How do I unsubscribe from Roxxlyn Newsletter?

We regret that you wish to unsubscribe from the newsletter. To not receive any further news from Roxxlyn, click on the “Unsubscribe” link in any of your newsletters. If you have an account with us and decide otherwise, you can manage your newsletter subscription in your account.

Can I remain anonymous on roxxlyn.com?

For an order in our webshop we need your contact data as well as your shipping and billing address. Your personal data will only be used by our webshop team to process your order. We will never pass on your data to third parties without your consent. By using www.roxxlyn.com you accept the use of cookies. You can find out more about this in the data protection guidelines.

CONTACT

How can make contact with Roxxlyn?

If you would like to contact our webshop team, please send us an e-mail in our live chat on our website, or send us an e-mail to support@roxxlyn.com or give us a call. You can reach us by phone from Monday to Friday between 09:00 – 17:00 CET at +49(0)3020169208