FAQ

Account

To create your account, simply click on the top right corner to register. You will then be asked for some information. A confirmation email will be sent to you.

When you enter our site, a popup will ask you to subscribe to our newsletter. You will have to enter your email address, to receive our offers and promotions. You can also sign up at the bottom of the page.

You can unsubscribe to our newsletter by clicking at the bottom of the newsletter to stop receiving our promotions and news.

You must contact us at info@rondorff.com in order to delete your account. Our customer service team will take over and delete your account.

Creating an account will allow you to view your order history, edit your personal information, and make returns.

Payment

We offer our customers several types of payment: with your credit card by entering all the necessary information, with your Paypal account, if you have one, payment in three times without charge, but also with Apple Pay.

Once the order is placed, you are charged, and you receive an order confirmation.

Yes, on the payment page, select "Alma - pay in three installments". You will then be redirected to a payment page where you will have to enter your bank details as for a standard payment. You will find a summary of your upcoming payments. You will then receive a summary email with the schedule of your due dates and a reminder email 3 days before each due date.

The payment in installments is eligible for baskets ranging from 100€ to 2000€.
Cards accepted are those issued in France such as Visa, Mastercard and American Express.

The payment in installments is available in all our stores and the eligibility conditions are the same as for our website. You just have to ask the store to pay in installments with Alma and he will guide you.

Delivery

We deliver to over 80 countries worldwide.

We offer several delivery options to our customers. For France, it is possible to be delivered by Colissimo, UPS Express, or Click and Collect, in our two Parisian stores. We also work with Mondial Relay. For Europe and the rest of the world, we offer UPS Standard, and Click and Collect for London, Berlin and New York.

Our delivery times are different depending on the destination. For France, count between 48 and 72 hours to receive your package, in Europe, and internationally, between 2 and 3 working days. Some destinations require longer delays, namely Greece and Scandinavia (between 6 and 8 working days), or the islands.

It depends on your location. For France, the shipping price is 6€. For Europe, it will be 12€. For the UK, £8, and for the US, $20. For the rest of the world, it will be 40€. If you select the delivery option Click and Collect, you will benefi from free shipping.

Yes, Ron Dorff takes care of the various customs and/or import fees that could be charged to your order, if you are based in France, United Kingdom, United States or Canada. However, when it comes to other destinations (Asia, Australia, New Zealand...), the customer must pay customs fees. For more information, you can consult our general conditions.

Once your order has been shipped, you will receive the tracking number by email. This tracking number will also be available in your customer account. You will then be able to track your package on the relevant website (UPS or Colissimo).

We use UPS for our deliveries, and unfortunately, this carrier does not deliver in PO BOX. You will need to provide a different delivery address.

We recommend that you ask your neighbors if they have received the package for you. If not, you can contact us at info@rondorff.com. Our customer service team can then contact the carrier to locate your package.

With UPS, your package will be automatically re-delivered on the next business day. If you are still not available, it will be delivered to the nearest UPS access point. With Colissimo, your parcel will be sent to your usual relay point, or to your mailbox if the size of the parcel is appropriate.

Returns

You have 14 days after receiving the package to return your order.

In your account, you will be able to view your order history, and make a return. You must click on the order in question and request a return. You just have to fill in the form, and you will receive a return slip by email.

For items on sale, no returns and exchanges are accepted.

For our American customers, Ron Dorff covers the cost of return shipping. Outside of Europe and North American, the customer is responsible for the return shipping.

The refund period is estimated within 5 working days after processing the return. This time may be extended during our sales and private sales.

Yes, we accept the return of underwear, if and only if, the underwear has not been worn, and the tags are still present.

If the purchase was made online, you will not be able to return your order in store. You will need to go through your account to request a return slip.

Modify or cancel my order

Unfortunately, once the order is placed, you will not be able to modify it. However, you can contact us at info@rondorff.com. Our customer service team will be able to modify your order before 11am (French time)

Unfortunately, once the order is placed, you cannot cancel it. However, you can contact us at info@rondorff.com. Our customer service team will be able to cancel your order before 11am (French time)

We do not yet offer this option to our customers yet, but you can contact us at info@rondorff.com, with your personalized message. If your order hasn't left yet, we can ask our staff to add this attention.

Products

We have installed an application called Fitizzi on each of our product pages. After answering several questions, it will suggest the most suitable size for you.

We have three categories of underwear. Our Y Front Briefs fit snugly. We recommend that our customers choose a larger size for better comfort. For our Boxer Briefs, the size remains standard. However, for our Boxer Shorts, a size smaller than your usual size is preferable.

The origin of our products is indicated on our website, in each product sheet. A majority of our products come from Europe (Turkey, Portugal, Italy). Our Cashmere and some of our shorts come from China.

Please contact us at info@rondorff.com with a photo. These photos will be forwarded to our quality team and our customer service team will then make the necessary arrangements.