FAQ

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.

We propose our customers several options, according to the most used payment methods of each country. You can pay with your credit card by entering all the necessary information or with your Paypal or Apple Pay account. 

Payment in three installments free of charge is also available.

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

You have the possibility to pay in 3 installments free of charge with PayPal in several countries, in France with Alma and in Australia, Ireland, Italy, Portugal, Spain, UK and US with Klarna.

On the payment page, select “PayPal”, “Klarna” or “Alma” for France. 

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 confirmation email with the schedule of your due dates and a reminder by email 3 days before each due date.

You have the possibility to pay in 3 installments free of charge with PayPal in several countries, in France with Alma and in Australia, Ireland, Italy, Portugal, Spain, UK and US with Klarna.

Please note that PayPal’s, Klarna's and Alma’s purchase Terms & Conditions are assumed as accepted by the customer when a payment is made at checkout. 

You can read about PayPal’s Data Protection Policy here.

You can read about Klarna's Data Protection Policy here.

You can read about Alma's Data Protection Policy here.

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 PayPal, Alma or Klarna and our team will guide you. Please note that PayPal’s, Klarna's and Alma’s purchase Terms & Conditions are assumed as accepted by the customer when a payment is made at checkout.

We deliver to over 200 countries.

We offer several delivery options to our customers.

For France, it is possible to be delivered by Colissimo or Click & Collect, in our two Parisian stores. We also work with Mondial Relay.

For the rest of the world, we offer Standard & Express delivery options with our partner DHL.

For Europe, Switzerland & Canada, count between 2 and 4 working days to receive your package. Internationally, between 2 and 8 working days, depending on the destination.

It depends on your location. 

For France, the shipping price is 6€ for Standard delivery. 

For Europe, it is 5€ for Standard delivery. 

For Switzerland, it is 5CHF for Standard delivery. 

For Canada, it is 15CAD for Express delivery.

Free shipping on orders from 150€ within Europe, from 215CHF to Switzerland & from 250CAD to Canada. 

For the rest of the world, it is 10€ for Express delivery. 

If you live in another country, please enter your address on our website to find the exact shipping price.

Prices include all taxes and duties. 

For all orders shipped inside the European Union, there are no duties and our logistic partnership Global-e is responsible for paying local VAT to the authorities. 

For all orders shipped in Australia, New Zealand, Norway, Singapore and Switzerland, our logistic partnership Global-e is responsible for paying them to the authorities.

For all orders shipped inside Canada, customers are responsible for paying the sales tax that applies to their order. Our logistic partner Global-e is responsible for paying the duties for orders above the duty threshold (20CAD).

For all other countries, customers are responsible to pay for all applicable taxes and duties.

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 (Colissimo, Mondial Relay or UPS for France and DHL for the rest of the world).

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 relais point, or to your mailbox if the size of the parcel is appropriate.

With DHL, you will receive an SMS and an email for Delivery on Demand to choose the delivery option you prefer.

Yes we accept the return. If you are not satisfied with your order, we commit ourselves to offer a refund of the products concerned under the below conditions.

The products must still be in their original packaging and in their original condition (i.e. not worn, washed, ironed, altered or soiled).

Please note, some of our promotional offers will be treated differently concerning our returns. By returning item(s) from our 3-4-2 offer, the customer will be reimbursed up to the average price of the item.

If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the market value of the GWP.

For items on sale in US (Mid-season sale, Autumn-Winter Sale, Spring-Summer Sale, Memorial Day Sale, Last Season, Archive Sale, Private Sale), no returns and exchanges are accepted but please feel free to contact us if you have any questions.

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 orders shipped within Europe & Switzerland, the cost of returns is covered by Ron Dorff for Standard Delivery. For Express returns, the customer is responsible for the return costs.

Outside Europe, the customer is responsible for the return costs (15CAD for Canada, 35,55€ for the rest of the world).

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.

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.

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.