FAQs

If you have any questions about our products or your order, you can contact our customer service team via email, chat with us online, contact us via FB!

For more information, please see our Contact page.

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

We offer worldwide shipping. If the orders over 65 USD, the shipping fee is free. To learn more about the available countries, shipping methods, and shipping fees, please see our Shipping Policy

The shipping carrier is assigned by our logistics operator based on the destination country. They will choose the most suitable local delivery service, such as DHL, USPS, or UPS, depending on the local conditions. The final tracking number will be generated once the package is handed over to the selected carrier.

The system will automatically send an email to your email address when:
1. the order is successfully submitted;
2. the item is shipped;
3. the customer confirms receipt of the item;
4. and when the order is refunded. If you do not receive the relevant email, please check if your email address is filled in correctly, check the spam filter, or contact us.

If you wish to change or cancel your order, please contact us within 24 hours of placing your order via email:  service@rokronline.com. We will process it ASAP after we receive your message. Please note that orders that have already been shipped cannot be changed or canceled.

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

The order Processing Time will be 1 - 2 business days after we receive your orders. The estimated arrival time of your orders is Processing Time + Shipping Time.

To track your order, please follow: Support - Track Your Order - Enter your tracking number - Click "track". You can also check by clicking on the following link and entering your tracking number at Order Tracking page. 

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.

We offer a 30-days risk-free return policy on our website. Please notice that returns must be in original packaging and condition with receipt. If the returned item is not in the acceptable condition it will be refused acceptance.
If the reason for the return is that you do not like/do not want it, the return postage will be borne by the buyer. Please do not return the package directly, and contact us for the return address.
We do our best to ensure all orders are perfect. We apologize if part of your order is damaged, or if you receive the wrong item! In these cases, do not throw away the packaging. Please contact us immediately at shop@rokronline.com. We will deal with it immediately without a doubt.

To learn more about our return policy, please click here.

It depends on the creator and the product. All options are outlined on the product page, so look out for customization options there.

The currency shown on the page is US dollars. If the currency used in your area is not USD, please don't worry. The system will automatically convert the currency based on the exchange rate when you settle the payment.

You can earn VIP points for any purchase at rokronline.com, $1 = 1 point. You can also earn points by following us on Instagram and Facebook, completing your account information, and sharing our page.

You can log in your account to check the remaining points, where you got the points from, and your points usage history.

You can redeem your points for the following rewards:

• $1.00 Off Coupon – 20 Points
  Apply to any product.

• 5% Off Coupon – 50 Points
  Apply to all items, no minimum purchase required.

• 10% Off Coupon – 100 Points
  Get 10% off orders over $50.00.

• 15% Off Coupon – 150 Points
  Get 15% off orders over $100.00.

• 20% Off Coupon – 200 Points
  Get 20% off orders over $150.00.

• Free Shipping Coupon – 100 Points
  Redeem for a free shipping voucher.

• Free Gift: Rowood Red Carnation Model – 350 Points
  Redeem for a DIY wooden flower kit.