FREQUENTLY ASKED QUESTIONS

You can browse our catalog by category or by searching for keywords. To order an item, click “Add to cart” on the product page after selecting the size and/or color. Once you have added all the items you wish to purchase, click the cart icon.

You do not need an account to place an order. However, we recommend registering to access the exclusive services.

Please contact our Customer Care if you wish to modify or cancel your order.

The order is considered confirmed when you receive a confirmation email to the email address indicated in the purchase form. The emails contain a process confirmation and an order summary for each product.

If you do not receive the order confirmation email within 24 hours from the moment you have completed the purchase, we invite you to contact us to verify that the order has been correctly received.

You have the opportunity to pre-order a selection of products before their launch. All articles for which a pre-order is possible are expressly marked on the Website as “Pre-order”.

The delivery timeframe for each product is noted in the product description and is approximately 1-3 weeks starting from the receipt of the confirmation email.

If your pre-order also contains non-pre-order products, the items will be shipped via multiple shipments as soon as they become available.

The charge for pre-order products will take place in advance when the relevant confirmation email is sent, even if said products are not yet ready for shipment.

If you have a Viktor&Rolf account, you can monitor the status of your order by logging in to your account.

Order being prepared: The order has been confirmed. You have received a confirmation email with the Order Number.

Order has been shipped: As soon as the order is shipped from our warehouse, we will send you an email with the Tracking Number to follow the delivery.

If an item or a size is out of stock, you can easily be informed when it becomes available again. Simply look for the "Notify Me When Available" option on the product page.

When you click this option, you’ll be prompted to enter your email address. Once you submit your information, we will send you an email notification if the item is restocked. This way, you can be among the first to know and have the opportunity to purchase the item before it sells out again.

Currently, we do not have a flagship store; our products are sold exclusively online. However, you can check the availability of our items at one of our many boutique partners. For more information or assistance please contact our customer care team.

PRACTICAL GUIDE TO DISPOSAL OF PACKAGING

In compliance with the regulatory provisions, we provide consumers with information on the environmental labelling of our products. This practical guide instructs you on how to correctly separate the packaging of our products and their materials.

For each type of packaging, you will find the type of material that makes up the packaging. We remind you to check the disposition of your municipality in any case.

Find here the detailed chart.

GUIDA PRATICA ALLO SMALTIMENTO DEGLI IMBALLAGGI

In ottemperanza alle disposizioni normative, forniamo ai nostri clienti le informazioni ambientali relative ai nostri prodotti. Questa guida fornisce le indicazioni relative alla corretta separazione dei materiali che compongono il packaging dei nostri prodotti.

Per ogni tipologia di imballaggio, troverai la descrizione dei materiali che lo compongono. Per un corretto smaltimento ti ricordiamo di verificare le disposizioni del tuo Comune.

Trovi qui la tabella dettagliata.

GUIDE PRATIQUE POUR L'ÉLIMINATION DES EMBALLAGES

Conformément aux dispositions réglementaires, nous fournissons aux consommateurs des informations sur l'étiquetage environnemental de nos produits. Ce guide pratique vous indique comment séparer correctement les emballages de nos produits et leurs matériaux.

Pour chaque type d'emballage, vous trouverez le type de matériau qui le compose. Nous vous rappelons que vous devez dans tous les cas vérifier les consignes locales de tri.

Retrouvez ici le tableau détaillé.

Orders are usually delivered within 2-3 working days from the moment the order confirmation email is sent and depending on the shipment option selected.

As soon as your package is shipped, you will receive a confirmation email with the courier's tracking number.

Our courier delivers from Monday to Friday during business hours and will make one delivery attempt to the shipping address indicated while placing the order.

We offer the following delivery services: Standard Shipping: 2-4 days Express Shipping: 1-3 days

Viktor&Rolf offer free standard shipping for all orders in EU (including UK) on Fragrances and Ready to Wear collections.

We offer free International shipping for all order above 300 EUR.
For more information on orders and shipping options, please refer to the "Orders" page.

Delivery costs include taxes and duties for EU Countries, UK, USA and Switzerland.

However, please note duties and taxes are not included for countries not mentioned above. For these countries, duties and taxes will be charged at checkout.

If you have selected home delivery, the order will be delivered by the courier during working hours. We remind you that someone must be present at the delivery to sign for receipt of the package.

In the case of a first failed delivery attempt, the courier will leave a note with instructions regarding future attempts or deliver the package to the nearest access point, if present in your area.

If your order has not been delivered within the expected deadlines, we invite you to check your order status in your account, check that the address indicated for delivery is correct or contact our customer care team.

In case of missed delivery, please contact the courier.

At the moment we are unable to ship orders to pre-poste, post office boxes and remote locations as specified at checkout.

The delivery address must match the country/region site where you placed your order.

Please note that we currently have shipping restrictions in place for orders being shipped to Russia, Belarus, and certain countries in that region. Unfortunately, we cannot process or fulfill orders to these areas at this time. Orders placed to one of these countries will be cancelled.

If you are not satisfied with your purchase, you can return it free of charge within 14 days of delivery or collection. Before requesting a return, ensure that the items comply with our conditions.

Please ensure that the products are intact and complete, never used, worn or damaged, and that they are returned in their original packaging, complete with all the labels with which they were received.

For safety, as well as health and hygiene reasons, Viktor&Rolf Fragrances cannot be returned if the sealing cellophane and the original packaging have been opened, damaged, altered or removed.

If you have encountered a problem with the items ordered but do not wish to return them, you can contact Customer Care. We will be happy to find the best possible solution.

To make the request, access the 'Return Portal' via the Return Policy section. Enter the order number and the postcode used to place the order to access the portal.

Complete the form with the requested information, including: the details of the individual models, the exact quantity of items you wish to return and the reason for the return.

Returns for items purchased online are free if carried out in the manner and within the timeframes set out in our return policies.

You can exchange selected items* purchased on viktor-rolf.com within 14 days of the delivery or collection. Your new item will be shipped to the same delivery address selected in the initial order. You can make a maximum of two exchanges for the same item.

To process an exchange, please follow the instructions via our 'Return Portal' and select the option exchange. Our Customer Care team will help process the request.

Once we receive the package, we will examine it to verify its condition. Please allow 5 to 7 working days for your exchange to be processed. Once your exchange has been accepted, you will be refunded and receive a confirmation email. When the new item is shipped, a new transaction will be made on the original payment method.

*Exceptions apply: Fragrances.

Once we receive the package, we will verify the integrity of the items before accepting the return and authorizing the refund. Verification usually takes about 7 days.

The refund will be made directly to the same payment method used for the purchase, in the same currency.

You will receive a confirmation email once we have authorised the refund. Your account should be credited within a maximum of 30 days from the date of the refund and depending on the refund policy of the payment instrument used.

For security reasons, we do not refund a different credit card than the one used for the purchase.

Viktor&Rolf offer the following payment methods:

- PayPal, Google Pay, Shop Pay Express Checkout.

- Credit card: Visa, Mastercard, American Express, Maestro, V-pay, Dankort, Postepay, Cartes Bancaires, Nordea.

- iDEAL (EU only): Safe & Secure Payment with Mollie for Credit Card and iDEAL.

Our prices are inclusive of VAT, and you will receive an invoice for your order.

Please note that only end customers can purchase on viktor-rolf.com

We will send you the order invoice by email.

As soon as you complete your order, authorization for the necessary payment will be requested automatically to verify the validity of the credit card and availability of funds; however, the card is not charged at this time.

The actual payment occurs when the order is dispatched, at which point you will receive a notification email.

If you receive notification that your credit or debit card or other payment method has been declined, please contact your issuing bank or payment provider.

Before doing so, please ensure that:
- The card details or payment information entered such as the the 16 digit card number and card type are correct.
- The 3 or 4 digit security number is correct
- Your credit card has not expired
- Ensure that the billing address entered matches that of the credit card or payment method used for payment
- Update your credit card details directly in your account or add a new credit card at checkout

By visiting the viktor-rolf.com website you will have the opportunity to create a personal account. Simply find the "Account" section and go to "Create Account". We will request you to fill in your information and create a personal password.

In "My Account" you can access your order history and updated order statusses. You can save and manage your preferred addresses for easier checkout.

If you've forgotten your password, click on the "Forgot password" link on the login page and follow the instructions to change it.

If you'd like to cancel your Account, please сontact our Customer Care team.

If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the "Unsubscribe" link at the bottom of every Newsletter.

Please note that you may still receive some communications before your request is fulfilled.