FAQ – Frequently Asked Questions

Here you will find answers to the questions we most often receive at Rosendahl.com

GENERAL

Is Rosendahl.com an official webshop?

Yes, Rosendahl.com is the official webshop owned and operated by Rosendahl Design Group – a Danish multi-brand house with eight iconic design brands.

Here, you shop directly from the manufacturer, and you will find both our regular assortment as well as special products and limited editions available exclusively from us.

Our products are also sold through selected retailers, but these stores and webshops are not part of Rosendahl Design Group.

PACKAGING SURCHARGE

What is the packaging surcharge?
The packaging surcharge is a fixed amount of EUR 1 per order and covers costs related to packaging, packing, and the producer responsibility associated with the packaging we place on the market.

Why do you charge a packaging surcharge?
We produce all products sold in our webshop ourselves and are therefore both the manufacturer and the sender. As a producer, we are responsible for the packaging used to ship our products. This responsibility includes material selection, proper handling, and contributions to waste management and recycling. The packaging surcharge covers part of these costs.

Why is the packaging surcharge not included in the product prices?
We have chosen to display the packaging cost separately to ensure transparency in pricing. This way, packaging is only charged in connection with the shipment of an order.

Is the packaging surcharge charged per product or per order?
The packaging surcharge is charged once per order, regardless of the number of products.

Is the packaging surcharge mandatory?
Yes. The packaging surcharge is charged on all orders that involve shipment of goods.

What happens to the packaging surcharge in case of a return?
In the event of a return, the refund depends on whether the entire order or only part of it is returned:

Entire order returned: The packaging surcharge of EUR 1 is refunded together with the remaining order amount.

Partial return: The packaging surcharge is not refunded, as packaging and shipping have already been used.

Refunds are issued to the same payment method used for the purchase once the return has been received and processed.

SHIPPING & DELIVERY

How much does delivery cost?

We offer free delivery on orders with a value of a minimum of 89 EUR.
For orders under 89 EUR, shipping fee from 13 EUR.

Click here if you want to read more about shipping and delivery.

How long will it take to receive my order?

We aim to deliver your order within 2–5 business days. During peak periods, delivery times may be slightly longer.

Once your package has been shipped, you will automatically receive an email confirmation so you know it’s on its way.

If your package is unexpectedly delayed please contact our customer service at webshop@rdg.dk and remember to include your order number (starting with PO) so we can assist you as quickly as possible.

Can I track my order?

Once your order is packed and ready for collection by our shipping partner, you will receive an email confirming that it’s on its way.

To track your shipment, we recommend using the GLS app, where your package is usually added automatically.

When your package arrives at its destination, GLS will send you an email notification that it’s ready for collection. If you don’t see the email, please check your spam or junk mail folder.

Which shipping partners do you use?

We use GLS for all international deliveries.
All orders are shipped as insured parcel post to ensure your package arrives safely.

Can I collect my order from your warehouse or office?

Unfortunately, no. All orders are shipped directly to the delivery address you choose at checkout.

ORDERING & PAYMENT

Is it safe to shop at Rosendahl.com?

Yes – your security is our priority.

All payments are made via a secure, encrypted SSL connection, so your card details cannot be read by others. The information is sent directly to our trusted payment providers: Nets, Frisbii, and Rosendahl Design Group. No unauthorised persons, not even us, have access to your data.

How can I pay?

At Rosendahl.com we make it easy and safe for you to pay.
We offer the following payment options:

Credit card, VISA, MasterCard, Maestro & VISA Electron
Klarna
PayPal
American Express

Are there any fees for paying by credit card on Rosendahl.com?

No. You only pay for your goods and any applicable shipping. We never charge extra fees for paying by credit card.

When will the money be withdrawn from my account?

We only withdraw payment when your order is packed and shipped from our warehouse.
You do not pay in advance, and no money will be charged until we send your goods.

Can I change/cancel my order?

Unfortunately, once your payment is completed and you have received your order confirmation, we cannot change or cancel your order.

Refusing delivery does not count as cancellation. If you no longer want the item, you can use your free return right after the package is delivered.

I can’t complete my order – what should I do?

If you can’t finish your order or proceed to payment, it may be due to an outdated browser or stored cookies.
Try updating your browser, clearing cookies, using incognito mode, or switching to another browser – we recommend Google Chrome.

What rules apply when pre-ordering?

When you pre-order, please note the following:

A pre-order means you can purchase an item before it has actually arrived at our warehouse.
The product page will state the date we expect the product to be delivered to our warehouse.
Please note that this date is indicative and may be subject to delays or earlier delivery.
If your order contains other products, it will only be shipped when all products have arrived at our warehouse. If you would like the items not on pre-order to be shipped immediately, we recommend splitting your order.
You will receive an email as soon as your order is shipped from our warehouse.
The amount will only be withdrawn from your account once your order is shipped from our warehouse. Until shipment, the amount will only appear on your account as a reservation.
If we unexpectedly cannot deliver the product, you will be notified that your order has been cancelled.

RETURNS & CLAIMS

How much does it cost to return my order if I change my mind?

Returning your order is free – we cover the return shipping.
Click here if you want to read more about right of withdrawal and returns.

If I change my mind about all or some of the goods I purchased, can I return them and get a refund?

Yes. We offer a 30-day full return policy on all items bought at Rosendahl.com. We cover the return cost if you use the return label included in your package. Read more about withdrawal and returns in our terms and conditions.

When will I get my money back if I return an item?

We’ll refund the amount to the payment card you used once we’ve received and approved your return. Refunds are processed as quickly as possible – and no later than 14 days after we receive the item.

Can I exchange goods purchased at Rosendahl.com at one of your retailers?

No. Items bought at Rosendahl.com cannot be returned or exchanged through our retailers. All returns must be sent directly to Rosendahl.com. We cover the return shipping if you use the return label included with your order. Click here if you want to read more about right of withdrawal and returns.

How do I make a warranty claim for a product purchased from a retailer?

If you purchased your product from one of our retailers, the claim must be made directly to the retailer where the item was purchased.

Can I exchange one item for another?

No, we don’t offer direct exchanges. If you want a different item, return your original order and place a new one.
We offer a 30-day full return policy on all items bought at Rosendahl.com and cover return shipping if you use the included return label. See our terms and conditions here.

We pay for the return if you use the return label included with the package. Click here if you want to read more about withdrawal and return.

PRODUCT INFORMATION & SUGGESTIONS

Where can I find information about dimensions, care, and product safety?

You’ll find all product details on the individual product page. Under the tabs, you can read about dimensions, care instructions, product safety, certifications, packaging, and other general information.

How do I submit ideas for new designs or suggestions?

If you are a designer – or simply have a creative idea you think we should know about – we would love to hear from you. Write to us at product@rdg.dk