Frequently Asked Questions

We begrijpen dat je vragen kunt hebben over onze producten, bestellingen of huidverzorgingsroutines. Daarom hebben we de meest gestelde vragen voor je op een rijtje gezet. Vind snel en eenvoudig het antwoord dat je zoekt — en staat je vraag er niet tussen? Neem gerust contact met ons op, we helpen je graag verder.

Shipping

  • All orders are delivered within 1-3 business days.

  • Yes, as soon as the order has been processed by the carrier you will receive the track & trace code.

  • Yes, this is possible. At the moment we send orders within Europe to: Belgium, Luxembourg, Germany.

  • The Netherlands:

    Yes, every order over 60 euros gets free shipping. Below 60 euros you pay 4.95 euros.

    Belgium/Germany/Luxembourg:

    Yes, every order over 100 euros gets free shipping. Below 100 euros you pay 8.95 euros.

  • If there is a product missing from your order, you can contact info@rooby.nl with your order# and missing item. We will contact you as soon as possible.

  • Always check your spam folder first, it may have ended up there. If no money has been debited from your account, the order has not been completed. Of course, you can always contact info@rooby.nl for further questions.

Returns

Rooby wants to create a positive impact by giving skincare products a second chance. Returns are a big part of the problem and that is why we ask you to consider this before returning your products.

  • Returned products must always be in the original packaging and in the same condition as you received them. For hygienic reasons, we cannot accept opened items for return.

  • Products can be returned within 14 days of ordering.

  • No, these products cannot be returned because they have a limited shelf life.

  • Yes, you will receive a track & trace code with your return shipment.

  • If you want to return a product, you can send an email to info@rooby.nl with your order number and reason for return. We will create a return for you and you will receive the label + payment link in the email. Pack the product carefully and send it to the address shown on the return label.

  • No, returns are not free. See our return policy for return costs per country.

  • Once we have received the return in the correct condition, the amount will be credited back to your account via the payment method used within a few days.

Payment

  • We accept payment with iDeal, Bancontact, Google Pay, Shop Pay, Apple Pay, Paypal and KLARNA or with a credit card from Mastercard, Visa or American Express.

  • Yes, you can pay for your order(s) with the Rooby gift card.

  • Yes, we offer Klarna as a payment option.

Products

  • We have direct partnerships with skincare brands and retailers. We buy these carefully and ensure that you get the best products and price.

  • There are several reasons why a brand or retailer sells products to Rooby. Examples are: overstock, old collection, approaching expiration date and incorrect packaging/label.

  • We can be clear about this. The answer is no. In many cases, there is overstock at the brands or retailers. In other cases, such as a damaged box or approaching best-before date, we will clearly indicate this in the description. We do NOT sell products with errors/deviations in the product itself.

Geen antwoord gevonden op je vraag? Neem dan contact met ons via info@rooby.nl en we komen zo snel mogelijk bij je terug!