Order & Shipping
What’s the estimated delivery time and cost for shipment?
Below you can find the costs and estimated delivery time of our shipments.
Express Shipping is available worldwide except for Russia, while Standard Shipping is available only for the countries listed in Table 2.
Please note that we offer free Standard Shipping - shipping is automatically deducted at checkout - on orders over €350 for countries where Standard Shipping is available.
We offer free Express Shipping - shipping is automatically deducted at checkout - on orders over €350 for countries where only Express Shipping is available.
EXPRESS SHIPPING
| Area | Days | Courier | Cost |
|---|---|---|---|
| Italy | 1-2 | DHL | € 10 |
| United Kingdom | 2-3 | DHL | £ 25 |
| United States | 2-5 | DHL | $ 35 |
| Canada | 2-5 | DHL | C$ 30 |
| Hong Kong | 2-5 | DHL | HK$ 300 |
| Japan | 2-5 | DHL | ¥ 4.000 |
| Australia | 2-5 | DHL | A$ 45 |
| Russia | - | - | - |
| Rest of Europe* | 1-2 | DHL | € 25 |
| Rest of the World (Zone 1) | 2-5 | DHL | € 35 |
| Rest of the World (Zone 2) | 2-5 | DHL | € 45 |
STANDARD SHIPPING
| Area | Days | Courier | Cost |
|---|---|---|---|
| Italy | - | - | - |
| United Kingdom | 2-5 | DHL | £ 15 |
| United States | 5-8 | FedEx | $ 18 |
| Hong Kong | - | - | - |
| Japan | - | - | - |
| Australia | - | - | - |
| Russia | 18-21 | SDA | руб 2.500,00 |
| Rest of Europe* | 2-5 | DHL | € 13 |
| Rest of the World (Zone 1) | - | - | - |
| Rest of the World (Zone 2) | - | - | - |
*Rest of Europe includes:
all European countries except Liechtenstein, Norway, Switzerland.
For these countries Standard Shipping is € 18 (3-7 business days) and Express Shipping is € 25 (2-5 business days).
Rest of the World Zone 1 includes:
Albania, Belarus, Bosnia and Herzegovina, China, Faroe Islands, Gibraltar, Iceland, South Korea, Macedonia, Moldova, Montenegro, Serbia, Turkey, Ukraine.
Rest of the World Zone 2 includes:
the rest of the non-EU countries.
If you can't find your country or have any inquiries about shipment, please contact us at info@roa-hiking.com.
Shipping prices may slightly vary due to the currency exchange rate from Euro to your currency.
IMPORTANT NOTICE
Please make sure to properly fill out all the fields of the shipping address, especially your first and last name, for a quick and hassle-free delivery. If some information is unclear or missing, we’ll need to ask you to provide a personal identification document to proceed with delivery.
How long does orders dispatch usually take?
We usually process and dispatch orders within 1-2 business days upon receipt. You will receive an email update as soon as we arrange the shipment of your order, which will also include a tracking link. Please note that during promotional offers and seasonal sale, the dispatch process can experience slowdowns and take several days.
Carriers generally make three attempts to deliver your parcel. If delivery fails after three attempts, the parcel will be sent back to us. Any eventual import duties and taxes or shipping fees related to the return of your parcel will be deducted from your refund. Please note that the original shipping costs - if any - are never refunded.
Do you offer free shipping?
We offer free Standard Shipping - shipping is automatically deducted at checkout - on orders over €350 for countries where Standard Shipping is available.
We offer free Express Shipping - shipping is automatically deducted at checkout - on orders over €350 for countries where only Express Shipping is available.
Can I amend or cancel my order?
If you have any inquiries about cancellation or size change, please contact us at info@roa-hiking.com.
Can I edit the shipping address on my order?
If you have any inquiries about address change before your order is shipped, please contact us at info@roa-hiking.com.
If you wish to edit the shipping address after your order has been shipped, you can use DHL On Demand Delivery service (ondemand.dhl.com) as long as the new address is located in the same country as the original one. By using DHL On Demand Delivery service, you will be able to choose from a range of options including:
- rescheduling your delivery
- placing your shipment on hold if you are away from home
- arranging to collect your order from a DHL service point
- changing your shipping address
To find out if DHL On Demand Delivery service is available in your country, visit ondemand.dhl.com
For orders shipped with Fedex please refer to the FedEx Delivery Manager system
How can I track my order?
Once we ship your order, you will receive a shipping confirmation including a link to track your shipment. If you don’t receive any shipping confirmation, please contact us at info@roa-hiking.com.
Will you apply VAT to my order?
If you are buying goods for delivery to an EU address, we will charge VAT of the county of destination. Prices are already shown inclusive of VAT for EU customers.
If you are buying goods for delivery to a non-EU address, Italian VAT is not applicable. Once you log in or pick your country with the “Country” button in the bottom left corner, you will see prices without VAT.
I’m a non-EU customer, do your prices include import duties?
Yes, our shipments are DDP (Delivery and Duties Paid), which means that we take charge of any eventual import duties.
IMPORTANT NOTICE
From January 1st, 2021, as a consequence of Brexit, for orders shipping to the UK Items prices won’t include Italian VAT, Orders over 135,00£ will be subject to UK VAT for you to pay before delivery.
I need help, something is wrong with my order
If you haven’t received what you ordered or if you have any other issues related to what you purchased, please contact us at info@roa-hiking.com and we will do our best to fix the problem in the shortest time possible.
Why my order got canceled?
It may happen that the items that you purchased were no longer available when you made your order. In this case, our system will automatically cancel and refund orders. Refunds may not be immediate due to bank processing time. Feel free to contact us at info@roa-hiking.com for more information.
Some items are missing from my order, what can I do?
It may happen that the items that you purchased were no longer available when you made your order. In this case, our system will automatically remove and refund the missing items and they won’t be included in the shipping confirmation and in the packing list. Refunds may not be immediate due to bank processing time. Feel free to contact us at info@roa-hiking.com for more information.
Important notice for customers from the Russian Federation
In case you realize that something is wrong with your parcel, or that something you bought is missing, please follow the below steps:
- if the parcel appears damaged (ie. the tape is torn or the parcel is lighter than expected) you should sign the delivery with the note “received unchecked”, or refuse the delivery of the parcel;
- get in touch with us as soon as possible, so we can contact our partner SDA to start the necessary investigation;
- contact the Russian postal service to file your claim.
It can generally take up to two months for the postal service to handle such claims. Unfortunately, we cannot speed up the process. We are forced to wait for the investigation outcome to establish if you are eligible for a refund.
Please note that the above steps are essential to get the chance to receive a refund. In case you don't stick to the above instructions, you won't be eligible for any refund.
Can I have my order delivered to a PO box or APO?
No, our shipping partner doesn’t provide this service, except for Saudi Arabia.
What payment methods are accepted?
We accept Visa, Mastercard, American Express, Maestro cards. You can also choose to pay with PayPal.