Terms and Conditions

Terms and Conditions

Privacy Policy

This website is managed by Roccamore ApS, a company registered in Denmark. We recognize the importance of private information protection and follow our privacy policy requirements.

Shopify Inc. hosts our webshop. Your data is stored through Shopify’s data storage, databases, and the general Shopify application. They store your data on a secure server behind a firewall. When you purchase something from our webshop, you give us your consent to collect and use the personal information you give us, such as your name, address and email address. When you browse our webshop, we use “cookies” and automatically receive your computer’s Internet protocol (IP) address in order to provide us with information that helps us improve our services. 

We only use your data to complete our services and improve your experience. If you have any questions about how we protect your privacy, you are welcome to contact us at contact@roccamore.com.

You can see below how we use your data, and why we do it. 

1. Your name and contact information
• To deliver your purchases to you

• To send you service messages by text or email - so we can tell you when your order is coming and  any other relevant service messages

• Sending you information by text or email about our new products and services - to keep you up to date. We only send this with your permission

• Showing you roccamore adverts as your browse the web - so you can see our latest products and deals

• Finding out what you, and other customers, like - to ensure we are giving you what you want, and keep our content relevant 

2. Your payment information
• To take payments and make refunds - we have to do this to complete our services.

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

We accept Dankort, Visa, Mastercard, Maestro, American Express, MobilPay, PayPal, Diner's Club, Klarna, and JCB. 

3. Your contact history with us - what you’ve sent us on chat, e-mail or on social media. 
• To provide customer service and support - We’ve got to do this to perform our contract with you, and be able to follow up on orders, or product related information you have asked for

• To continuously improve our products and services 

4. Purchase history and products added to cart
• To complete orders

• Provide customer service and support, and handle returns

• Finding out what you, and other customers, like - to ensure we are giving you what you want, and keep our content relevant 

5. Information about your device and how you use our website
This includes your IP address and device type. Additionally, if you choose to share it with us, your location data. This information is used:

• To improve our website and customer journey - so we can give you the best possible shopping experience

• To protect our website - prevent and detect fraud against you and roccamore; and to meet our legal obligations about looking after your data.

• To protect your personal information - we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

6. Your responses to surveys and competitions
We use information that you provide to us when you enter surveys, competitions or promotions. We do this in order to announce a winner, as well as to improve your experience and the products and services that we offer. 

Providing your personal information is not mandatory. However, without it you may not be able to complete a purchase from the website, and we may not be able to provide an optimal overall customer experience. It is your choice – and we promise to respect it.

We also anonymize and aggregate personal information (so that it does not identify you) and use it for purposes including testing our IT systems, research, data analysis, improving our website, and developing new products and services. We also share this information with third parties. 

7. Sharing your information
We do not, and will not, sell any of your personal data to any third party – including your name, address, email address, or credit card information. We want to earn and maintain your trust, and we believe this is absolutely essential in order do that. 

However, we do share relevant data with the following categories of companies, which are essential to providing our services:

• Companies that are involved in completing your order; such as, payment service providers, customer service applications, our warehouse and their employees, and delivery companies.

• Professional service providers; such as, marketing agencies, advertising partners, and website hosts who help us run our business.

• Credit reference agencies, law enforcement, and fraud prevention agencies, so we can help tackle fraud.

We may provide third parties with aggregated, but anonymized, information and analytics about our customers.

8. Marketing messages

Email marketing:

If you sign up for our newsletter, we will send you marketing messages by email, in order to keep you updated with our new launches, special offers, events and company news. Emails can also include information about stock availability, suggested products relevant to you, shoe care and our brand. You can sign up to our newsletters when purchasing in our stores, purchasing online or when using any of the subscription boxes on our website. You always have to agree on this either by checking a box or by agreeing to this with our store personnel. 

 You can stop receiving marketing emails from us at any time by doing the following: 

• Click the ‘unsubscribe’ link in any email 

• Contact our customer care team at customercare@roccamore.com 

Once you do this, your profile will be updated to ensure that you do not receive further marketing messages. Please note that as roccamore offers inter-connecting services, it might take a few days for all our systems to be updated. You may continue to receive messages from us while your request is processed. 

By discontinuing marketing messages you will not interfere with service messages such as order confirmation, order updates, shipping updates and other service messages we are legally obliged to send you as a customer. 

SMS / Mobile marketing

When you provide your phone number for marketing purposes, you consent to receive marketing-related SMS messages (in the form of discount codes, reminders about your cart, information when items are back in stock, etc.) from roccamore to the phone number you have given us.

Your consent is not conditional on any purchase.

Data rates may apply. Frequency of messages varies.

You can unsubscribe at any time by clicking the "Unsubscribe" link in the SMS.

Our legal basis for processing your personal data (i.e. the phone number) in connection with SMS marketing will be Article 6(1)(a) of the General Data Protection Regulation.

We will process your personal data as long as you are still subscribed to SMS marketing. If you unsubscribe from SMS marketing, we will also stop sending it to you.

When unsubscribing from SMS marketing, we will store your previous consent for 2 years after it was last used.

9. Seeing adverts for roccamore online 
We engage in online advertising to keep you aware of what we’re up to and to help you see and find our products. Like many companies, we target roccamore banners and ads to you when you are on other websites. We do this by using a variety of digital marketing networks and ad exchanges; we use a range of advertising technologies like web beacons, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks.  

The banners and ads that you see are based on information that we hold about you, or your previous use of the roccamore website. For example, your roccamore search history and the content you have read, as well as roccamore banners or ads that you have previously clicked on.

10. Keeping your information 
We’ll hold on to your information for as long as is needed to be able to provide our services to you, for a maximum of 5 years. 

If reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions, we may also keep hold of some of your information as required, even after you have closed your account, or it is no longer needed to provide the services to you. 

11. Your rights
• The right to be informed about how your personal information is being used 

• The right to access the personal information we hold about you

• The right to request the correction of inaccurate personal information we hold about you

• The right to request that we delete your data, or stop processing it or collecting it, in some circumstances

• The right to stop direct marketing messages, and to withdraw consent for other consent-based processing at any time

• The right to request that we transfer or port elements of your data either to you or another service provider

• The right to complain to your data protection regulator 

If you wish to exercise your rights, share a comment or concern, or just have a question, please contact us at contact@roccamore.com.

12. Changes to this privacy policy
We reserve the right to modify this privacy policy at any time, so please review it frequently.

13. Questions and contact information 
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information, contact us at contact@roccamore.com.

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Shipping information


We offer free shipping within Denmark, Sweden, and the EU. For delivery outside of the EU (including Norway and Switzerland), a shipping fee will be displayed before completing your order.

Orders placed Monday - Friday by 12:00 will be shipped from our warehouse the same working day. Orders placed after 12:00, on the weekend, or on bank holidays, will be shipped the next business day. Average delivery time is 1-3 working days within Denmark and Europe. The estimated delivery time for the rest of the world is 5-7 working days.

Once your order is sent from our warehouse, you will receive an email containing tracking information for the selected carrier. Please follow the tracking number for the most recent updated status.

Shipping providers

We offer worldwide shipping services from various providers based on your location. After entering your shipping address, you will see which providers are available in your area.

Please note: We are currently not shipping to the UK.

Once your order is dispatched, you will be notified via the email address that you provided during checkout. This notification will include tracking information for the shipping provider that you selected.

Each shipping provider has their own terms & conditions which may affect delivery times. Roccamore ApS is not responsible for delivery delays due to wrong shipping information being provided. Address changes are not accepted once your order has been received by our warehouse

Taxes & Duties

All delivery costs are paid by the customer in all countries outside of Denmark, Sweden, and the EU.

When applicable, it is the customer's responsibility to pay any related fees, including taxes, and/or duties in the country of import.

Roccamore ApS is not responsible for shipping delays caused by outstanding import taxes.


Packages are sent without insurance and Roccamore ApS cannot be held accountable for any lost packages.

For packages lost in transit, please write to customercare@roccamore.com. If you have not received a package which appears to have been delivered, please proceed with the claims process directly with the appropriate shipping provider.

Should you still have questions about the delivery, kindly email us at customercare@roccamore.com or chat with us on roccamore.eu, and we will reply within 24 hours, Monday - Friday.

Exchange Policy

If you are not completely satisfied with your purchase, we offer 100 days of return and exchange right on all orders. The 100 days is counted from the day of the in-store purchase; and for online orders, the day that the package is delivered to the shipping address.

For exchanges, the 100-day policy counts from the date of the original purchase. We can only complete exchanges for products of equal or lesser value.

Please note, the return and exchange policy does not apply to the following products:Items purchased at sample sales; items that are part of a special campaign, including those that were made-to-order (for example, Salon 42 and crowdfunding campaigns, as these are final sale); accessories (forefoot insoles and shoe spray); and items purchased secondhand.

Archive Collection items has 14 days return right.

Online orders

We always offer you 14 days of right to withdrawal your order according to the law. (Forbrugeraftaleloven) If you would like to withdraw your order you can use af standard cancellation form from “Forbrugeraftaleloven” or simply just send us an email: customercare@roccamore.com

We offer free returns in Denmark, Norway and Sweden for online purchases; just use the pre-printed return labels included in your package. You may also return your online purchase in one of our stores.

For returns outside Denmark, Norway and Sweden, it is the customer’s responsibility to cover shipping costs related to returning a product, unless otherwise agreed.

Please allow 3-5 business days for your return to be processed after we received it at our warehouse. If you request a refund, it may take an additional 3-5 days, depending on your bank, for the funds to become available again. Please contact your bank if you have further questions on this. We can only provide refunds back to the original form of payment.

Click & Collect orders:

Returns or exchanges for orders picked up in our stores should be returned in-store during regular business hours.

Returning in-store purchases

Purchases made in either of our physical stores can only be returned or exchanged in-store. We provide 1 free return and 1 free exchange per order. 

How to return and/or exchange a product

With the exception of faulty goods, all items must be returned in the same, sellable condition as when they were sent. All goods must be returned unused and in their original, undamaged packaging (including shoeboxes and dust bags). Shoeboxes should also be protected as they are considered part of the product.

In addition, while trying on shoes at home, we strongly recommend trying them on a carpeted area before wearing them outside or on hard surfaces. Shoes with any visible damage; including worn, soiled, or altered soles, will not be accepted.Please note, shoes purchased with a discount code or as part of a campaign cannot be exchanged to a different model. In these cases, we can only accommodate an exchange of the size, to help you find a better fit.

To complete your return:

Ensure that you return the item(s) within 30 days of receipt.Fill out the enclosed return form and include it in the package to ensure a timely return.For returns from Denmark and Sweden, please use the provided Bring or GLS return label included in your package.

Budbee returns: orders shipped with Budbee will not include a return label. You must book a return directly with Budbee, and they will pick up your package. Just follow the link provided by budbee and click the "chat bubble" to proceed.For returns outside of Denmark, Norway and Sweden, please use the shipping method most convenient to you and send the package to the address below:

C/O Systemtransport
4000 Roskilde

For returns from outside the EU:

It is the customer’s responsibility to cover any import taxes related to accepting the goods back in DenmarkYou will receive a pro-forma invoice with your delivery, please remember to enclose a copy with your return.

Shopping in our stores, but live outside of the EU?

Great news! You can get 15,5% back from your purchase when you shop inside of our stores. Just register your purchase with Pie VAT.

Please write to our customer care team for any additional questions at customercare@roccamore.com.

Discount codes and gift cards

Discount codes

Discount codes acquired through special competitions, campaigns, or referral programs are mutually exclusive and cannot be accumulated or combined. Only one discount code can be accepted per order.Shoes purchased using a discount code or through a special campaign cannot be exchanged to a different model, we can only accommodate an exchange of sizes.

Discount codes must be applied at the time of purchase; discounts can not be processed as refunds for orders that have been completed.

Discount codes obtained through country-specific campaigns or promotions can only be applied via the corresponding website. 

Discount codes acquired through collaborations or partnerships are one-time-use, and not valid on limited edition products, such as crowdfunding campaigns and sustainability launches.

Discount codes are not valid on gift card purchases.

Discount codes are not valid on gift cards, the Cava Lounge, keyrings and accessories, our Lola, Paloma and Bellucci models, as well as special campaign or crowdfunding products. Referral codes are not valid on gift cards, the Cava Lounge, keyrings and accessories, as well as special campaign or crowdfunding products.


Gift cards

Gift cards are non-refundable. If you return a product purchased with a gift card, your gift card will be re-activated

Gift cards cannot be used in combination with other discounts or campaign codes.Gift cards are valid for 5 years, from the date of purchase.

For any questions please contact us at: customercare@roccamore.com

Faulty goods and reclamations

Faulty Goods

Items are classified as faulty if they are received damaged, or if a manufacturing defect occurs within 24 months of purchase.

All items are checked for quality before being sent from our factory, however if you receive items that do not meet your expectations, please write to customercare@roccamore.com within 48 hours of receiving your order. Please note that if the shoes are damaged as a result of wear and tear, they will not be considered faulty.

If a manufacturing defect is established, we will offer to repair the shoes or replace them with the same or similar style/model when possible. You will receive a refund if the item cannot be repaired or replaced.

To avoid damaging your roccamores, we do not recommend driving a car or biking with your high heels on, as this may damage the leather covering the heels. Scratches on the leather caused by biking and/or driving will not be considered a production fault.


We do not accept walk-in reclamations in our stores. All reclamations must be approved by our customer service team before we can accept them in-store. If you would like help with a damaged, defective, or faulty pair, please write to customercare@roccamore.com and send pictures of the damage in question, so that our customer service team can evaluate the problem and assist further.


If you have any questions regarding the reclamation process, please write to customercare@roccamore.com.

Repair Service

Roccamore offers to repair your roccamore shoes purchased after 1 January 2022 at www.roccamore.eu or in one of our Danish stores.

You must be able to show a receipt or order number for the purchase of the shoe. This service also includes preloved shoes.

You can only buy roccamore repair service with points earned on your shoelovers Club account. Please note that shipping costs to the shoemaker are not included in the price. Only the shipping of the finished repair is included.

One repair costs 800 points.

Roccamore repair service can only be ordered when you are logged into your shoelovers club account.

One roccamore repair service covers one repair or repair of the same damage to both shoes in a pair. This could be heel tips on both shoes in a pair.

Roccamore repair service covers the following repairs.

If the repair is not accepted

Please note that if the shoes show signs of being neglected, we reserve the right to refuse a repair due to lack of maintenance or serious damage caused by wear and tear.

Our shoemaker will repair the shoes as best as possible, but depending on the damage, we cannot guarantee that they will look like new.

If we do not accept your repair request, the points you have redeemed for this service will be returned to your shoelovers club account.

Customer's responsibility

Roccamore customer service must approve the repair formula before the shoes are dispatched. Otherwise, we will not accept the repair and the customer's points may not be refunded.

The customer must attach the roccamore repair service form, received by e-mail from roccamore customer service. Otherwise, we will not accept the repair and the customer's points will not be refunded.

The customer holds the cost for shipping the shoes to the shoemaker. Address will be provided by customer service. 

The customer is responsible for wrapping the shoes properly when the shoes are sent to the shoemaker. The shoes must be sent in a box, which can also be used to send the shoes back in again.

The shoemaker is responsible for sending the shoes safely back to the customer again after the shoes have been repaired.

Roccamore does not take responsibility for the shoes during the repair process, including damage during shipping to and from the shoemaker.

We recommend that you pack your shoes in hard packaging and separate them, so that the shoes do not create marks during shipping.

It is the shoemakers responsibility to look after the shoes and store them safely once they are received.

The right to complain for 24 months will not be extended in connection with this service.

You can use this service at any time, even after the 24-month right to complain has been exceeded, if the shoe was purchased after 1 January 2022

Book your shoe repair service at https://www.roccamore.eu/pages/roccamore-repair-service

If you have any questions, you can always contact our customer service at customercare@roccamore.com


If you have any questions, please do not hesitate contacting customer service at customercare@roccamore.com

May 2025