Frequently Asked Questions
Most frequent questions and answers
ORDERING & PAYMENT
- Credit Card (VISA/MasterCard)
Is it safe? Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry.
If you would like to cancel your order and you have not received a shipping confirmation yet then please send an email to firstname.lastname@example.org so that we can help you further. If your order is already processed for shipping then we will not be able to cancel your order.
If we have received your order an order confirmation will be sent to your email address. If you do not receive an email from us then please check your spam folder. You will receive a separate shipping confirmation when your order is shipped from our warehouse.
No – due to an automatic ordering system, order modifications are no longer possible once your order has been placed online. If your order is still in process and has not been prepared for shipping yet we can cancel your order so that you can place a new order at your own convenience with the correct color or size you wish to purchase. Please reach out to email@example.com so that we can assist you further!
An order confirmation may take a few hours due to payment authorization. Please check your junk/spam folder in case the order confirmation got filtered away from your regular inbox. If you have still not received your order confirmation, please email firstname.lastname@example.org for further help. If you have placed your order on Friday afternoon or during the weekend, please note that your order will not be shipped out until the following business day.
RETURNS & REFUNDS
RR-OM accepts returns up to 14 days from shipping date. RR-OM is unable to accept returns for items that have been used, altered or damaged after being received and apparel items must be unwashed and clean.
RR-OM only covers the return cost if the product is wrong or has a defect on arrival. Other return cost will not be coverd.
You have 14 days from the shipping date of your order to return your purchase from RR-OM.com. RR-OM does not cover the cost of return shipping. The items must be in perfect condition.
For returning your item(s) is mandatory to communicate first the company by sending an email to email@example.com with all the information of the order.
You have 14 days from the shipping date to exchange your purchase from RR-OM.com. RR-OM charges the shipment costs.
If you prefer to exchange it for another item, you must ask for a return and make a new purchase.
For exchanging your item(s) is mandatory to communicate first the company by sending an email to firstname.lastname@example.org with all the information of the order.
The original items should be returned within 14 days of the request for exchange. If the deadline has passed and we have not received the original items, the value of the second delivery will be charged to the same payment method as the original.
Please also remember…
- Only one exchange request can be done at a time for the same order. You may add up to 5 items per exchange request.
- The option to exchange does not appear if the item purchased is no longer available.
The refund will be made via the same payment method used to make the purchase.
You will receive email confirmation of the return once it has been completed.
If you have not received a refund in your account after more than 14 days, please show the confirmation to your bank so that they can help you and speed up the process.
If your return passes inspection you will receive a confirmation email, typically within 3 business days from the time we’ve received the returned goods in our warehouse. (If the returned items do not pass inspection, a customer service team member will be in touch.) Refunds will be processed within 5 days after the confirmation email is sent. Please note that at this time we do NOT cover the cost of return shipping.
If you should experience an issue with a product then a claim can be made via the Customer Product Claim Form. Please send the form back to email@example.com and we will look into your claim as soon as possible.
Please note, if you purchased your product from another retailer than our eCommerce website please address your concern to the retailer you purchased it from.
SHIPPING & DELIVERY
Spain, France, Baleares (ES), Germany, Austria, Belgium, Denmark, Italy, Luxembourg, The Netherlands, Portugal, Czech Republic, Slovakia, Slovenia, Hungary, Ireland, Norway, Iceland, Poland, Sweden, Romania, Bulgaria, Croatia, Estonia, Latvia, Sweden, Greece
If you made a mistake with your shipping details, please reach out to firstname.lastname@example.org straight away and we will help you to the best of our ability. Please note, we are unable to adjust addresses if the order has already shipped out from our warehouse.
Orders received before 14:00 CET on a business day will most likely be shipped the same day. Orders received after 14:00 CET will be shipped the following business day. Orders placed on a Friday afternoon or during the weekend will be shipped the following business day.
When your order is shipped from our warehouse you will receive a shipping confirmation email with a tracking number so that you can track your parcel while it is on its way to you.
Estimated transit time in business days:
Please note that the transit time is an estimation, local variations may occur. Unfortunately we are unable to speed up the transit time.
- 1-2 days: Spain, France
- 2-3 days: Baleares (ES), Germany, Austria, Belgium, Denmark, Italy, Luxembourg, The Netherlands, Portugal, Czech Republic
- 3-4 days: Slovakia, Slovenia, Hungary, Ireland, Norway, Iceland, Poland, Sweden, Romania
- 4-6 days: Bulgaria, Croatia, Estonia, Latvia, Sweden
- >6 days: Greece
You will receive a shipping confirmation with a tracking number when your order gets shipped out so you can follow the progress of your delivery. We ship our orders through GLS, but it might be delivered by one of their local partners depending on which country the order is shipped to.
More info about our parcel tracking on the website of our logistic partner GLS.
Our aim is to dispatch your order as soon as possible, once dispatched you will receive a shipping confirmation per email. This will include a track and trace number so that you can follow your parcel.
If your parcel is set as delivered but you haven’t received the parcel or received an e-mail regarding your parcel being delivered to a parcel shop, please reach out to email@example.com.
If the status of your parcel has not changed in a few days, please reach out to firstname.lastname@example.org. In this case, we will contact the delivery service regarding your parcel. On the rare occasion that the parcel is deemed lost we will find the fitted solution.
USE & CARE
All Vegan Suede mats can be cleaned by wiping down the mat with a natural cleaning spray after your daily practice. And if after a few months it needs a good clean, we recommend watering it down, in the shower, or in your garden with a hose. Be gentle with the fabric, using a gentle cloth and water with a gentle fabric softener.
Do not leave the mat exposed to direct sunlight. If wet, allow the mat to dry by hanging it before rolling up.
OUR ENVIRONMENTAL POLICY
Vegan suede is a type of vegan leather, sometimes referred to as ‘faux leather’. Recent innovations have led to materials such as paper, cork, apple leather, recycle tires, and mushrooms being used to make suede substitutes.
PU leather, or polyurethane leather, is an artificial leather made of thermoplastic polymer 100% PU leather is completely artificial and is considered vegan.
Cork is a unique natural material, which is first harvested from the cork bark (cork tree) after 20 – 30 years of growth and then subsequently every 9 – 12 years.Through the peeling of the cork bark, which is done by hand, the cork oak binds three times more CO2 than unpeeled cork oaks and thereby reduces more CO2 than any other tree species. This means that during the peeling of the cork bark and the further processing, sustainability and responsible forest management are taken adequately into consideration. From an ecological view, cork oak supports the climate elementary.
We are not offering free returns. We ask our valued customers to place their orders consciously. We want to motivate our customers to buy the right item to help minimize environmental impact of today’s unconscious Buy and Return Shopping.
All of our shipping boxes are made from 100% recycled content (95% post-consumer waste) and are fully recyclable, naturally biodegradable, and compostable.
We encourage our customers to ship their parcels to a general pick-up point in stead of at their home.
The last-mile delivery is not only the most expenseive and time-consuming part of the supply chain process.
These one-package-per-stop deliveries have a much greater environmental footprint than planned deliveries, which are optimized to deliver as many packages using as few drivers, trucks and other resources as possible.
Simply add a gift card for the wished amount to your cart, and the order confirmation will be emailed separately to you. The recipient will receive the Gift Card with the dicount code, your personal message and chosen image by email.
Simply apply the Gift Card code to the ‘Gift card or discount code’ field on the right side of your browser during check-out. Once you apply the code it will automatically adjust the pricing of your order.
If you have received a gift card then you are welcome to use this on our entire range of product!
Gift Cards cannot be redeemed for cash, cash equivalent or be returned. However, the Gift Card does not have any expiration date! You can wait to use the Gift Card until you find a product you love on a later occasion.