Welcome to Roeckl Sales Store’s FAQ section! As equestrian enthusiasts ourselves, we understand the importance of reliable gear and seamless shopping experiences. Below you’ll find answers to common questions about our premium equestrian products and services.
About Our Products
What types of equestrian products do you offer?
We specialize in high-performance equestrian gear including:
- Riding Gloves for optimal grip and comfort
- Safety Vests designed for protection without compromising mobility
- Riding Helmets that combine safety with elegant designs
- Short Boots and Tall Boots crafted for both competition and leisure riding
- Other essential Rider Gear to complete your equestrian wardrobe
How do I choose the right size for riding boots?
Our sizing charts are available on each product page. For tall boots, we recommend measuring your calf circumference and height from floor to knee bend. If you’re between sizes or need special fittings, our customer service team at [email protected] can provide personalized advice.
Are your helmets safety certified?
Absolutely! All our riding helmets meet or exceed international safety standards. Product details specify the exact certifications for each model. We only carry helmets that we would trust for our own riding.
Ordering & Account Questions
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Can I create an account to track my orders?
While we don’t currently offer account creation, you can track your order using the tracking number provided in your dispatch notification email. For any order inquiries, our customer service team is happy to assist.
Do you offer gift wrapping or special notes?
Yes! During checkout, you can request gift wrapping and include a personalized note. There’s no additional charge for this service – we’re happy to help make your equestrian gift special.
Shipping & Delivery
What are my shipping options?
We offer two convenient shipping methods:
- Standard Shipping ($12.95 flat rate): Via DHL or FedEx, arriving 10-15 days after dispatch with tracking
- Free Shipping: Via EMS for orders over $50, arriving 15-25 days after dispatch
Do you ship internationally?
We ship globally with some exceptions in certain Asian regions and remote areas. During checkout, our system will automatically notify you if we cannot deliver to your location. Please note that any customs fees are the responsibility of the recipient.
How can I track my order?
Once your order is dispatched, you’ll receive an email with tracking information. For standard shipping (DHL/FedEx), you can track directly on their websites. For EMS shipments, use the provided tracking number on your local postal service’s tracking page.
Returns & Exchanges
What is your return policy?
We offer a 15-day return window from the delivery date. Items must be in original, unused condition with all tags attached. To initiate a return, please contact our customer service at [email protected].
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping method for returns.
How long do refunds take to process?
Once we receive your return, please allow 3-5 business days for inspection and processing. Refunds will be issued to your original payment method. Processing times by financial institutions vary, but typically appear within 5-10 business days.
Didn’t find the answer you were looking for? Our equestrian-experienced customer service team is always ready to help at [email protected]. Ride with confidence. Ride with Roeckl.