Problem Guide

1. What Payment Methods Do You Accept?

We accept the following payment methods at checkout, subject to availability:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Supported electronic wallets displayed at checkout

The payment methods available for a particular order will be shown during checkout. Payment must be authorised and confirmed before order processing begins.

2. When Will My Order Be Processed?

Orders are generally processed within 1–3 business days after payment confirmation.

Processing includes reviewing order details, preparing the items, packaging and arranging dispatch. Weekends and applicable public holidays are not counted as business days.

Once your order has been dispatched, we will send a confirmation email with tracking information where available.

3. How Long Does Delivery Take?

We deliver to eligible European destinations using services such as DHL, FedEx and UPS Priority, depending on the destination and service availability.

The estimated transit time is 5–10 business days after dispatch. Order processing time is separate from transit time, so the total time from purchase to delivery will generally include both periods.

Actual delivery times may vary according to the destination, carrier operations, public holidays and local delivery conditions.

4. Will I Receive Tracking Updates?

Yes. Where tracking services are available, we send tracking notifications to the email address provided at checkout at relevant stages, which may include:

• Order dispatch
• Arrival at a carrier facility
• Arrival at a local delivery facility
• Out-for-delivery updates, where supported

The availability and timing of individual updates depend on the carrier. Please check your inbox and spam folder if you cannot find a tracking email.

5. What Should I Do If My Order Is Delayed?

If your order has not arrived within the estimated 5–10 business-day transit period, please contact us at catalog@rollanddine.com with your order number.

We will review the tracking information and, where appropriate, contact the relevant carrier to investigate the delay or possible loss.

Following the investigation, we will assess the circumstances and arrange an appropriate resolution, which may include a replacement shipment or a full refund, in accordance with applicable law and your statutory rights.

The estimated delivery period is not a waiver of any delivery obligations that apply to your order.

6. Can I Cancel My Order?

If you wish to cancel an order before dispatch, please contact us as soon as possible at catalog@rollanddine.com and include your order number.

We will check the order status and attempt to stop fulfilment where practicable. If the order has already been dispatched, you may use the applicable withdrawal and return procedure.

This process does not limit any cancellation or withdrawal rights available under applicable law.

7. Can I Return an Item If I Change My Mind?

For eligible online purchases, consumers generally have a 14-calendar-day right of withdrawal from the day they, or a person nominated by them other than the carrier, receive the goods.

To exercise this right, email catalog@rollanddine.com within the applicable period and clearly state that you wish to withdraw from the purchase. Please include your order number.

After notifying us, you generally have a further 14 calendar days to send the goods back, unless we offer to collect them or applicable law provides otherwise.

Customers may be responsible for the direct cost of returning goods for a change of mind, provided this was properly disclosed before purchase and the law permits it. Refunds will be handled in accordance with applicable statutory requirements, including the rules governing original standard delivery charges and refund timing.

Certain statutory exceptions may apply to specific categories of goods where the relevant legal conditions are met.

8. What If My Item Arrives Damaged, Faulty or Incorrect?

Please email catalog@rollanddine.com after discovering the issue. Include your order number, a brief description of the problem and photographs showing the damage, fault or incorrect item where reasonably available.

We will review the information and advise you of the appropriate resolution. Depending on the circumstances, this may include a refund or replacement.

Where photographs provide sufficient information to assess the issue, we may resolve the matter without requiring the affected item to be returned. If a return or further examination is reasonably necessary, we will explain the next steps.

Your statutory rights concerning faulty, damaged or incorrectly supplied goods remain unaffected. We will not require photographic evidence where doing so would unlawfully restrict a remedy available to you.

9. How Are Refunds Processed?

Approved refunds are generally made to the original payment method unless another method is expressly agreed with you or applicable law requires otherwise.

The time required for the funds to appear in your account may depend on the payment method and the relevant financial institution.

For withdrawal requests, refunds will be made within the applicable statutory period, subject to any lawful conditions relating to the return of goods. For faulty, damaged, missing or incorrect orders, the resolution and timing will depend on the circumstances and applicable legal requirements.

10. What Happens If My Tracking Information Stops Updating?

Tracking information may not update immediately when an item moves between carrier facilities or when a carrier has not yet recorded a new scan.

If tracking remains unchanged and your order is outside the estimated delivery period, contact us at catalog@rollanddine.com. We will review the available information and, where appropriate, request an investigation from the carrier.

We will assess the outcome and take appropriate action in line with our delivery obligations and applicable law.

11. Can I Change My Delivery Address After Ordering?

Please contact us as soon as possible if you need to amend your delivery address.

Changes may be possible before dispatch, depending on the order status. Once an order has been handed to the carrier, an address change may be subject to the carrier’s procedures and may not be available.

Customers should check their delivery details carefully before completing an order.

12. How Can I Contact Rollanddine?

For product enquiries, order updates, delivery questions, returns or refunds, please use the following contact details:

Brand: Rollanddine
Company Name: EVERYTHING BRANDED LIMITED
Company Registration Number: 07216411-GB 991307996
Business Address: 3 Harcourt Way, Meridian Business Park, Leicester, England, LE19 1WP
Warehouse Address: 3 Harcourt Way, Meridian Business Park, Leicester, England, LE19 1WP
Email: catalog@rollanddine.com
Telephone: +44 116 366 0052
Website: www.rollanddine.com

Please leave a message or email us if we are unavailable by telephone. We aim to respond to enquiries within 24 hours. Response times may vary depending on enquiry volume and the nature of the request.

Thank you for choosing Rollanddine.