We do everything we can to deliver your package on the promised day, and in about 97% of cases, we succeed. However, due to occasional high demand or an error by the delivery service, your package delivery may be delayed. Unfortunately, we are unable to expedite or influence this process. Check your Track & Trace for the latest status of your order.

It's very unfortunate that your package has not been delivered; our apologies for this.
Here are a few steps you can take:

1. Check the Track & Trace code:
   You received this via email. The Track & Trace code provides more information about the shipment, including any updates on a delayed delivery or an alternative delivery point.
2. Verify the delivery address:
   Double-check to ensure the delivery address and postcode are correct..
3. Ask your neighbors:
   It's possible the delivery was attempted while you were not at home. The package might have been delivered to a neighbor or a pick-up point. This is often (but not always) indicated in the Track & Trace details.

Contact us if the Track & Trace doesn't provide clarity:.

Order a Rolfstone product and test it at home. You have up to 30 days after purchase to return the Rolfstone for free and receive a full refund.

Returning the Rolfstone product is completely free. You will receive a prepaid return label from us.

• Notify us of the return within 30 days of purchase.
• The product must be clean, undamaged, and complete.
• The packaging must be undamaged (excluding the plastic seal).

If any damage has occurred, please inform us first

The procedure for returning a product and receiving a refund works as follows.

Contact us first

Send a message via email (service@rolfstone.com) or WhatsApp (+316839 939 93) with the following information:

• Order number
• First and last name
• Indicate in your message that you wish to return the product.

We would also appreciate it if you could explain the reason for the return. This provides us with valuable information to improve our products and communication.

Print

You will receive a return label from us. Print it out.

If you don’t have a printer, copy the return label’s shipping address and write it clearly on the shipping box. The return shipping will still be free. Note: Include a note in the shipping box with your name and order number. Without this, we cannot identify the sender and process the refund.

Package the Rolfstone

Do not use the original Rolfstone packaging as the shipping box. Place it in a sturdy shipping box instead. Ensure everything is returned clean and complete. If there is any damage or missing items, let us know before shipping.

Attach the return label to the shipping box

Affix the printed return label to the box.
Make sure any old labels on the box are not visible.

Ship

Drop off the package at a counter of a postal service point (PostNL in the Netherlands and Belgium). The staff will create a shipping label and accept the package. Keep the receipt for at least 4 weeks in case the package gets lost. There are no shipping fees.
Please send the package within 5 working days.

Refund

Once we have received the package in good condition, we will transfer the refund within 6 working days. The amount will be transferred to the account used for the purchase. Please note that it may take 6 working days to appear in your account (PayPal and credit card payments may take longer).

Questions

If you have any questions about the return process, please do not hesitate to contact us:

Once we have received the package in good condition, we will process the refund within 6 working days.

The refund will be transferred to the account used for the purchase.

Please note that it may take 6 working days for the amount to appear in your account (PayPal and credit card payments may take longer).

If you wish to exchange your purchase for another Rolfstone product from our website, it’s best to register the current product for return (see above).

You can either order the other product right away or wait until you’ve received the refund for your initial purchase.

If the heating blanket does not feel warm enough, please review the tips below.

• When you turn on the heating blanket, it takes a few minutes before you start feeling the warmth.
• You feel the warmth best by sitting on the blanket.
• If you only feel with your hand, the warmth may feel less intense. The warmth is much more noticeable when you sit on it.
• The heating blanket has two warming zones: one near the seat area and one near the lower back.
• After approximately 10 minutes, the blanket reaches its maximum warmth.
• Thicker clothing may cause the warmth to take slightly longer to fully penetrate.
• After about half an hour, you may notice the warmth is so effective that you can lower the heat level from setting 3 to 2 or even 1, while still maintaining a comfortable temperature.
• By lowering the heat level, you use less energy, and the battery lasts longer before needing to be recharged.

If, after following the above tips, you still feel insufficient warmth, please check the following:

• Is the power bank connected?
• Is the power bank charged?
• Is the heated blanket actually switched on?
• Is the heat level perhaps set to level 1?

For further explanation, see the item "The heating blanket does not get warm" below.

If none of these solutions work for you, please contact us.

When you turn on the heating blanket, it takes a few minutes before you start feeling the warmth. For more details on this, please refer to the tips in the previous item: "The heating blanket does not feel warm".

If the blanket does not warm up at all, please follow the tips below.

Power bank check

(The power bank is located in the compartment at the top of the heating blanket).

• Is the power bank (properly) connected?
  • Open the zipper of the power bank compartment and check if the power bank is connected to the connector (the cable).
• Is the power bank sufficiently charged?
  • Open the zipper of the power bank compartment and take out the power bank with the Rolfstone logo facing forward.
  • There is a button on the left side. Press it.
  • One or more blue lights should now be visible on the front of the power bank.
  • One light indicates the power bank is nearly empty. Four lights indicate it is at least 75% charged.
  • If there is one or no light, charge the power bank. Refer to the user manual for instructions.

Label check

(The green label on the side of the blanket).

• Is the heating blanket actually turned on?
  • Check the green label on the side of the heating blanket.
  • Press the power button on the label (to the left of the "R" in the Rolfstone logo).
  • Three lights on the label should now turn on.
• Is the heat level set to level 1?
  • Check the green label on the side of the heating blanket.
  • Is only one light illuminated on the bottom left of the label?
  • If so, press the power button on the label (to the left of the "R" in the Rolfstone logo).
  • Another light should now turn on.
  • Press the power button once more to switch to heat level 3.

Adapter check

(The adapter is the device you plug into the power socket).

• Disconnect the magnetic clasp
  • Check the green label on the side of the heating blanket.
  • Press the power button on the label (to the left of the "R" in the Rolfstone logo).
  • Three lights on the label should now turn on.
• Is the heat level set to level 1?
  • Check the green label on the side of the heating blanket.
  • Is only one light illuminated on the bottom left of the label?
  • If so, press the power button on the label (to the left of the "R" in the Rolfstone logo).
  • Another light should now turn on.
  • Press the power button once more to switch to heat level 3.

If none of these solutions work for you, please contact us.