Dispatch and returns processing

Shipping Processing – Average Delivery Times

Dispatch: 

Our goods are dispatched via the logistics service provider DHL and are sent to the delivery address specified by the customer. All products are sent as a parcel and are therefore insured. 

Germany:  

Average delivery time is 1–3 working days. 

Austria:

Average delivery time is 2–4 working days. 

Switzerland, Spain, Italy and Portugal: 

Average delivery time is 3–5 working days. 

All other countries:

Average delivery time is 5–6 working days.

 

How do I return my goods? 

Returns costs Germany and from all other countries:

The sender bears the costs. Please despatch carriage paid. 
 

 

Returns / Return Shipment / Withdrawal: 
You would like to return or exchange a product or your entire order. You may return all items within 14 days without giving any reason, provided they are in perfect, saleable condition. There is no right of return for damaged, used or soiled items.  

Please use the withdrawal button on our website: https://watertogo.net/vertrag-widerrufen/ and follow the instructions in the email you receive from our returns centre. Please also check your spam folder.

Important:

  1. Please enclose a note with your parcel on which you write your order number, name and address.
  2. If possible, please return the goods in the original shipping carton. The items must be securely packed so that they are not damaged during transport.
  3. Please seal the parcel securely, stamp it and label it with the following address:   
 

Rocher Direct Marketing Services 

Water-to-Go 

Benzstrasse 5 

82178 Puchheim 

After receipt and inspection of the goods, the exchange or refund will be processed as quickly as possible. Refunds are usually issued within 14 working days.

 

For other questions about delivery/returns, please contact: watertogo@rocher-services.de 

 

How do I pass on a product complaint? 

Product complaints/complaints, objections, questions: 

Although we compile, check and pack the products and the order very carefully, product defects or incorrect deliveries may occur in individual cases. In this case and for all other questions, please contact us by e-mail: watertogo@rocher-services.de 

  1. Please send us your name, address and order number so that we can allocate it.
  2. For product complaints, please send us at least one photo that clearly shows the defect.
  3. Please give us a brief description of your concern, complaint or the specific fault with the product.
  4. We will process the email and usually reply within one to two working days.

 

For other questions please contact: watertogo@rocher-services.de