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FAQ

FAQ

Are all of your products vegan?

Yes, sure! All products sold by us are 100 % vegan and everyone working at roots of compassion is vegan, too!

How do you make sure the products are absolutely vegan?

We buy most of our foods through a wholesaler (AVE) who produces and sells vegan food only. Concerning other products (food, shoes, t-shirts etc.) we contact the manufacturer to make sure no animal substances were used in the production process or are contained in the product. None of our products are tested on animals.

What about „organic“?

Our garments are already mostly from organic cotton, and in the future we are planning to offer organic only. For our food range, we prefer organic products, but we still offer non-organic if there is no (inexpensive) organic alternative available yet. All our organic products are labelled as such.

And genetically manipulated organisms?

All our products are GMO-free!

Do you know under which conditions your clothing is being manufactured?

Our clothing suppliers (T-Shirts, Sweaters, Hoodies), shoes and bags guarantee production in factories with minimum social standards. Unfortunately there is no standard criteria for minimum social standards, so we make sure our suppliers are using independent certification (e.g. Fair Wear Foundation for our clothing) and/or are producing in factories where employees are unionised. Unfortuantely, these products are a bit more expensive due to higher manufacturing costs. But we think it is important to offer fair trade products where possible. Regarding foods (especially chocolate) we prefer products produced under fair trade conditions.
All products that are produced under fair trade standards are labelled in our online shop.
Fair Trade at roots of compassion

ROC Size

To find the ideal fit for your shoes, we have developed the ROC size system.
We've measured the insole of all our shoe models. Now you only have to find out the length of your foot (see figure). To do this, just put zou left or righ foot on a sheet of paper and mark the longest measurement with a pen. Now simply add one centimeter and you have your ROC size!

Where does ROC ship and how much are the shipping costs?

We ship to many countries in the world. To see the individual shipping costs to your country, check out the shipping costs. If you want to save on shipping costs, you can also pick up your order directly at our office in Münster, Germany.
If you live in a country that is not listed in this section, please contact us - maybe we can make add your country.

How do I order?

You can choose between setting up an account or ordering as guest. If you set up an account your personal data is saved via an encrypted connection. For previous orders you don't have to enter your data again and you can view the status of your past orders. Moreover you are able to review our products, set up different shipping addresses and add items to your wishlist. If you register as guest you have to enter all data when you order again.
Just add your desired products to the virtual shopping cart - then go to 'checkout' and enter your personal data in the customer form. In the next step you can choose the shipping method and the method of payment. You will receive an invoice via eMail with the total order amount and all other details you need to pay for your order (bank details, address, etc.).

What is your minimum order value and do you offer free shiping?

Our minimum order value is 10 EUR. If you live in Germany and your order value is over 100 EUR (available items only) your order is eligible for postage-free shipping.

How can I pay for my order?

You can pay via bank transfer, PayPal and Cash by pick-up. Please check the Payment Options for more info. /p>

My PayPal payment didn't work. What to do now?

Don't panic! Please log into your PayPal account and check if the payment has been sent. If there is no payment to our account, please send the total order amount, stating your invoice number, via PayPal to order@rootsofcompassion.org.

I received an email from you, but I can only see weird computer code. Do you also send "normal" emails?

All our emails are HTML format. They can be displayed by all email clients that 'understand' HTML. These clients display the messages in HTML format (which will look a little bit like a web page with a colored background, different fonts and images) or as plain text, if your settings only allow to display emails as text.
But it is important to check if your email client does 'understand' HTML. Please contact us, if you want your invoice in PDF format - send us a message or reply to the email you've received from us.

I have already placed an order, but i'd like to change it.

No problem! If you'd like to add or delete items from your order, just drop us a short note. If you don't like your order at all, just place a new one, and let us know that you want to cancel your previous order. Please don't forget to mention your order number.

When will my order be delivered after you receive payment?

We ship out orders via DHL daily. Within Germany, delivery takes about one day. If you order within the EU delivery takes up to 2-3 days. The shipping to other countries may take up to 1-2 weeks.

I just received my package, but where's the invoice?

You'll receive your invoice instantly after ordering via email. In order to save paper, you'll receive it in electronic format only. If you need a printed invoice, we'd kindly ask you to print it yourself.

Some items that i ordered are damaged. What should I do now?

Please get in touch with us via eMail and send us a picture of the damaged items and of the parcel. We take great care to cushion all fragile items well and to label the parcel as fragile. Unfortunately, this does not always protect the parcel from not so careful handling during transport.
In any case you'll have to follow the "customer-friendly" complaint routine by DHL/Deutsche Post.
Damaged parcels or damaged items must be objected within 7 days after delivery!
Overseas: Please report the damage to the postal service that delivered the package.
Within Germany: On the DHL website for notices of claim you will find a form that you need to fill in and print. Please hand it together with your entire wrapped package to the staff of the nearest branch of DHL. After "only" 14 days you can pick up your parcel again and we will get more information about the results of the complaint by DHL.
Feel free to complain about this routine at DHL via the DHL contact form

Can I return items from my order?

You can return items without any problems. Please use the exchange form which is included in your order. For more info check our GTC.

Who pays for the shipping of returned items?

You have to pay the costs of return if the delivered goods comply with what you had ordered and if the price of the returned products does not exceed the amount of 40 €. You must also pay the shipping costs if the amount is higher, but you haven't yet paid the whole amount or an agreed partial payment. Otherwise, the return is free for you. In international shipping, you always have to pay shipping if we delivered what you ordered. You can find a legally precise version of this information in our GTC.

I think you're great/ordinary/silly. Where can I rate your shop?

You can rate us on the following pages:

We are always happy about praises that we receive by mail or phone. And it would be great if you could inform us about criticism and complaints as well!