FAQ

Shipping

Our standard delivery time is 10-21 working days.

1) Where do we ship to?

We post Worldwide. Please see our shipping policies for more information.

2) How long does it take to ship? 

We ship from our warehouses in EU. The standard delivery times are between 3-30 days. Express shipping is normally between 3-14 days. Please see our shipping policies for more information.

3) Shipment tracking

You can track your shipment with your shipment number. You will receive this by email from our shipping partner.

Right of withdrawal and returns

1) do I have a right of withdrawal?

Consumers are entitled to a statutory right of withdrawal. The cancellation policy and conditions can be found here.

2) For returns - how should the product be returned? What should the buyer do?

Returns - step by step:

Pack the item/items and label the return address.
Place the ordered item in the package (if possible in the original box), close the package carefully and label it on the outside.

Please note that there is no pre-printed shipping label included with your order.
The customer bears the costs for handling the return shipment.
The return policy only applies to unused, unopened, unworn, unwashed and unblemished items from which the labels have not been removed.
For more information, please go here. 

Submit return
The package can be dropped off at parcel shops and packing stations, among other places. Please ensure that you have sufficient postage time (at most 14 days) for your return to be processed successfully. Please keep the issued return note until the return is confirmed.
For more information, please go here.

Receiving a refund
Upon receipt of your package, you will be credited the purchase amount within 14 days. The credit will be issued via the relevant payment method and may vary depending on the method of your payment.

Please note that neither the use of the return label nor the return in the original box is a mandatory requirement for the effective exercise of your right of withdrawal. 

3) Which address do the returns go to? 

Bonita Investic s.r.o.
Hledikova 190
Osnice, 252 42
Czech Republic

 

4) How is the money refunded?

The refund will always be made using the payment method you used initially.

5) Complaints

You have statutory warranty rights for faulty/damaged items. In the case of faulty or damaged items, please provide the following information to info@fattroll.com:

-Order number

-A short description and documentation (picture) of the reason for the complaint.

Payment Methods

1) Which payment methods can I use to pay?

We offer almost any payment method available for your country through our payment processing partner Stripe. Please find more about payment methods on their website:

https://stripe.com/en-cz/payments/payment-methods-guide#payment-methods-fact-sheet-by-customer-geography