Customer Service

Frequently Asked Questions?

My size is not available, are you still getting this sizes in?

Sometimes we succeed to get a new restock, if so, we will inform this immediately at our socials. We recommend you to follow Footrotatroll on Instagram, Facebook and Twitter and to sign up for our Newsletter, so you are always up to date.

Footrotatroll works with a Restock Alert. You can sign up when your size is not available. You will receive a message on this email address where you signed with when the size is restocked. We cannot guarantee that your size is still available when you check our site. The products will not be reserved, so be quick!

What kind of payment methods can I use?

We accept all the usual Credit Cards, Stripe, Paypal.

Do you get a specific release?

We recommend you to follow Footrotatroll on Instagram, Facebook and Twitter and to sign up for our Newsletter, to ensure you are always up to date.

How do I know which size I need?

There is advice about the size for every sneaker. You can use this advice to see how this sneaker fits. Please contact us when you need extra help.

Where can I check the status of my order?

Click "Order Inquiry" to view the order status.

Can I cancel my order?

Cancellation of an order after payment is not possible, because we send the order as soon as possible. If you need help with your order call or email us right after you have placed an order. 

Can I change my order or add items after the confirmation?

Unfortunately this is not possible. When you filled in the wrong address please check the tracking link of the delivery company who delivers the order. Here you can change your address. We will receive the package return when the package cannot be delivered. We will contact you in this situation.

My sneaker is damaged before I received it. Can you help me?

Send us pictures of the damage and your ordernumber via email: info@footrotatroll.com

Payment Options

Footrotatroll uses a secure internet payment system called Payment to process all orders. You can choose between several secure payment options. The payment is done in a secured environment and can be done in several ways: Stripe, Paypal, creditcard. 

Shipping & Delivery

SHIPPING OPTIONS

  • US$15.00 via DHL Express

ADDITIONAL SHIPPING INFO

  • We use DHL’s Priority service for deliveries in the US.
  • Our order cut-off time for Next Day delivery is 6pm. Orders placed after this time will be despatched the following day.
  • All orders must be signed for upon delivery.
  • We use DHL’s Priority service for deliveries to the all around the world.
  • All shipments to United States are Delivery Duty Paid - There will be no additional charges when your order arrives.
  • All orders must be signed for upon delivery.
  • We use DHL’s service for deliveries to all over the world.
  • Due to recent changes in the UK & EU’s trade agreements, customers living within the EU will no longer be charged VAT on their purchases from Footrotatroll.
  • Please note, your order will be shipped on a DHL service and you may be required to pay duties and taxes on your purchase when it arrives in the destination country. Our courier, DHL, will contact you in advance of delivering the goods.
  • Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
  • Please note - we cannot undervalue orders or mark them as a gift.
  • All orders must be signed for upon delivery.
  • We use DHL service for deliveries to the Rest of World.
  • Customers living outside the US will not be charged VAT on their purchases from Footrotatroll.
  • Please note, your order will be shipped on a DDU (Delivery Duty Unpaid) service and you may be required to pay duties and taxes on your purchase when it arrives in the destination country. Our courier, DHL, will contact you in advance of delivering the goods.
  • Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
  • Please note - we cannot undervalue orders or mark them as a gift.
  • All orders must be signed for upon delivery.

Return

If you are not fully happy with the goods you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition.

International Returns

International returns must be covered by the customer. We suggest using your local postal service or a courier:

  • Ensure your return is well packaged, and meets all the conditions outlined below.
  • Please mark 'Returned Items' clearly on the outer packaging of your parcel and most importantly ensure that the 'Return Goods' option is ticked on the customs declaration form, to prevent any import charges and taxes being applied.
  • Enclose the completed Returns form with your goods, and return to the following address:

    Returns Department
    Footrotatroll.
    578-580 EAST 138TH STREET, BRONX

    10454, NEW YORK

    UNITED STATES

Returns Terms and Guidelines

  • All returned items must be unworn, unwashed, complete with original tags and/or packaging if applicable.
  • We are not responsible for the return shipping costs of the items.
  • All Items must be in original, resalable condition.
  • Please make sure all returned items are well packaged, so as not to be damaged in the post.
  • If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused.
  • Please make sure all return packages are sent with a trackable, insured service.
  • We cannot take responsibility for items damaged or lost in the return transit.
  • If returned an item from outside the US, please clearly mark the package 'RETURNED GOODS', to avoid any customs charges. Footrotatroll. is NOT responsible for any return custom charges made.
  • Please make sure that the returns form is enclosed with your goods - no form may result in your return not being processed. 

Contact

E-mail: info@footrotatroll.com

Phone: +1 (475) 222-5174

Opening hours: Monday till Friday from 9.00 - 17.00 (New York (GMT-8)) 

 

 

Office: 

Footrotatroll

578-580 EAST 138TH STREET, BRONX

NEW YORK

United States

 

Store:

Footrotatroll

578-580 EAST 138TH STREET, BRONX

NEW YORK

United States

Privacy Policy

Footrotatroll is committed to protect all the data of our customers, website visitors and third parties. Your trust in how we handle and store your data is of high importance to us, we will repay that trust by promising you that your personal information is safe with us. You can visit our website without providing any personal information, unless you log in with your Footrotatroll account. We use the personal information provided by you to improve the shopping experience and speeding up the process of placing an order. For other activities we will use your personal information only with your approval.

Use of your details

When you engage business with us we are committed to protecting your personal information. We will only use the data to perform the contract we have with you, comply with our legal obligations and for our own legitimate business interests. To perform our contract we need the following personal details: full name, e-mail address, delivery address and payment information. Legitimate business interests could be: improving the website, products and services. To offer the best shopping experience possible we may ask you for your permission to send e-mail updates about our website, new products and price promotions. Of course you are free to unsubscribe from our updates. If you would like to do so please send an e-mail to: info@footrotatroll.com

Legal Grounds for the usage of personal information

According to the General Data Protection Regulation (implementation date 25th of May 2018) we have the obligation to inform you on what legal grounds we have to use your personal information. Because you engage business with us we have the obligation to perform the contract. To fulfil said contract we need your personal data to deliver the product and provide customer service and warranty. We need your personal information for the follow actions:

- Orders

- Deliveries

- Exchange Products

- Customer service and contact

Besides the reasons mentioned above we may use your personal information when there is a legitimate business interest. This means that we may use the information provided to us to improve our customer service and (personal) customer experience. The protection of personal data is always priority and we will not place business interests above the security of data. The data may be used for the following:

- Reviews and customer satisfaction research

- Contact with our customer service

- Visiting the Footrotatroll webshop

- Personal account

- Newsletter and e-mail

- Personal advice

- Promotions

- Social media

- Marketing

- Security, Wi-Fi and cameras

When we suspect fraud we have the legal right and obligation to use your personal details. There are other cases where you explicitly give us permission to use your personal information, such as subscribing to our newsletter.

Security Policy

Accessibility to information

We only give acces to your information to third-parties when they are necessary in the process of fulfilling the contract. These are the parties that have access to your information:

- Delivery partners

- Suppliers

- IT partners

- Payment partners

- Marketing partners

- Review collection partners

Third party companies with access to your information may only use the data when they deliver you a service on behalf of Footrotatroll.

Footrotatroll does not and will not engage in the sales of personal data  

Footrotatroll will not sell your personal information to third parties and will only give insight to personal information to parties which are directly involved in the fulfilment of the contract between Footrotatroll and the customer. Footrotatroll, the employees and third parties are obliged by the law to respect your information and handle the data with absolute care and security.

Online privicy 

With every visit on our webshop your (temporarily) IP-address will be recognized and we can analyze how you got directed to our webshop. This data can be used in context of fraud prevention and to prevent and detect (attempt of) punishable behavior. We also store and analyze the data to track consumer behavior on our website. Based on your behaviour we can send you personalized promotions, new products, updates that might interest you, content of our newsletters and functionalities of our website. You declare that we may use the information gathered during your visit on our website, and the websites of third parties who cooperate with Footrotatroll, with your approval. We may also link the information gathered to the details that are currently stored in our system to send you personalized product information an promotions.

Address changes  

Customers are obligated to inform Footrotatroll in case of any address changes. As long as we have not received any note about change of (delivery) address we cannot be held accountable for deliveries to the old address.

Protected server  

Footrotatroll has taken appropriate technical measures to ensure the safety of your personal information. Your data is protected 24/7 and handled with care and discreetness.

Cookies

Cookies are small bits of information that are stored on your computer by your browser.Footrotatroll may use cookies to recognize you on your next visit. To optimize the shopping and customer experience we can place a ‘cookie’ on your computer when you visit our website. This enables us to give you personalized information regarding promotion and products and prevents you from seeing the same products or information over and over.

You can change the settings of your browser to prevent cookies from being placed during your visit on our website. You can find more information regarding the placement and prevention of cookies in the ‘Help’ section in the toolbar of your browser.

For a visit on our website it is not necessary to accept cookies. For the correct functioning of the website it is advised to enable cookies. Disabling cookies may result in misfunctioning of the website, and you may not be able to cart products or check out.

Questions?  

You can file a request to change, update or delete your personal information in our system by contacting the customer service. The contact details can be found below. We can also give you insight in what information we have stored in our system. If the Privacy Policy is changed you can find the latest up-to-date version on this page. In case of any additional questions about the Privacy Policy of Footrotatroll or any other questions in general, please feel free to contact our customer service.