Frequently Asked Questions
Find quick answers about ordering, payment, delivery, returns, our products and digital downloads. If you need further help, please email us at flocketroll@gmail.com, call us on +48 535 883 548, or use the contact form on our website.
1. Orders and Your Account
How do I place an order?
Choose a product and the required variant, add it to your cart, enter the information needed to fulfil the order, and select the available delivery and payment methods. Review and accept the Terms and Conditions, then use the checkout button that confirms your obligation to pay.
Do I need an account to place an order?
No. Creating a customer account is voluntary and free of charge.
Who can place an order?
The store is intended for customers who are at least 18 years old and have full legal capacity. Our tools are specialist products and should be used by people with the knowledge and skills appropriate to their intended purpose.
When is my order confirmed?
Your order is accepted once payment has been completed successfully and we send confirmation that it has been accepted for fulfilment. An automatic message confirming that the store has technically received your order is not, by itself, confirmation of acceptance unless it clearly says otherwise.
Can I change or cancel my order?
Please contact us as soon as possible at flocketroll@gmail.com. Because many of our tools are made to order, we will confirm what is still possible at the current stage of fulfilment. This does not affect any statutory withdrawal rights that apply to your purchase.
What happens if a material or product becomes unavailable?
If we cannot accept an order, we will let you know without undue delay. If payment has already been collected, it will be refunded promptly. If an unforeseen shortage occurs after your order has been accepted, we will propose a new fulfilment date. You may accept the new date or exercise the rights available to you under applicable law.
How can I delete my customer account?
You can use the account-deletion option if it is available in your account, or email your request to flocketroll@gmail.com. Some information may still need to be retained where required by law or for the establishment, exercise or defence of legal claims.
11. Payments and Prices
Which payment methods do you accept?
You can pay by traditional bank transfer or by any method currently displayed at checkout and processed by Stripe. Depending on availability, these may include payment cards, Przelewy24, BLIK, Apple Pay and Google Pay.
How long do I have to complete a traditional bank transfer?
Your payment should reach our bank account within five business days of placing the order. If it does not arrive within that period, the order may be cancelled. If you need more time, contact us before the deadline so that we can confirm whether an extension is possible.
Are online payments secure?
Payments are processed by authorised payment providers. Flock & Roll does not receive your full payment-card details.
Which currency does the store use?
The store currently displays prices in euros (EUR). Before you place an order, the checkout shows the total price collected by us, including the delivery cost and any other charges collected by the Seller. The Seller currently benefits from a VAT exemption.
Will I have to pay customs duties or import taxes?
Possibly. For some destinations, customs authorities, tax authorities or UPS may collect customs duties, import taxes, sales taxes or administrative fees from the recipient. These charges are not included in the amount collected by us unless the order summary expressly states otherwise.
111. Production and Delivery
Are your tools made to order?
Yes. Our tools are manufactured after purchase. This alone does not make a tool a personalised product and does not remove an eligible customer's statutory right of withdrawal.
How long does order preparation take?
The standard preparation time is estimated at three to seven business days, counted from the business day after the contract is concluded. Many current product pages specify three to five business days after payment confirmation. If a product page gives a different timeframe, the estimate shown before purchase applies. Carrier transit time is additional.
Do you ship internationally?
Yes. We deliver to destinations available for selection at checkout. These include EU Member States, the United States, the United Kingdom, Ireland, Canada and Australia, with Japan and New Zealand available during selected periods. The checkout confirms whether delivery to your country is currently supported.
Which carrier do you use?
Physical orders are delivered by UPS to all destinations currently supported by the store.
How much does delivery cost?
Delivery charges depend on current UPS rates, the destination, the parcel's dimensions and weight, and the selected service. The exact amount is displayed at checkout before you place the order.
How long will delivery take?
Delivery time consists of order preparation plus UPS transit time. The carrier's estimate is shown at checkout or provided by UPS and may vary according to the destination, postcode, selected service and customs clearance. Unless a different period has been expressly agreed, goods will be delivered no later than 30 days after the contract is concluded.
How can I track my parcel?
Please use any tracking details supplied for your shipment. If you have not received tracking information or the status has not updated, contact us with your order number at flocketroll@gmail.com.
What should I do if my parcel is delayed?
First check the latest UPS tracking information. If you still need help, contact us with your order number. Transit times can be affected by the carrier, customs clearance and events outside our reasonable control, but your mandatory rights under applicable law remain unaffected.
What should I do if my parcel arrives damaged or contains the wrong item?
Please contact us as soon as possible at flocketroll@gmail.com. Include your order number, a description of the issue and, where possible, clear photographs of the parcel, packaging and product. We will review the matter under the complaints procedure described below.
What happens if I enter an incorrect delivery address?
Please contact us immediately. Customers are responsible for providing a complete and accurate address and any information required by UPS or customs authorities. Additional costs resulting solely from incorrect information may be charged to the extent permitted by law and only up to the costs actually incurred.
1v. Products and Bespoke Orders
What products do you sell?
Our range includes flockers and extractors, tool bundles, saddle-fitting curves, other specialist tools, natural, polyester and silicone flocking materials, and printable digital saddle-fitting forms.
Where are your tools made?
Our tools are handmade in the European Union by practitioners with saddle-fitting experience. They are shaped and finished by hand rather than mass-produced.
What materials are used to make the tools?
Materials depend on the model. Many flockers and de-flockers use solid, acid-resistant stainless-steel rods and varnished hardwood handles. Flex Flocker models use aluminium rods, while selected saddle-fitting curves are finished in natural leather. Always check the relevant product page for the exact specification.
What sizes are available?
Common flocking-iron lengths include approximately 25, 35, and 45 cm, measured without the handle. Exact rod length, overall length and shape are listed on each product page. Because the tools are handmade, a variation of approximately plus or minus 1 cm may occur where stated on the product page.
Can I buy tools individually or as a set?
Yes. Products are available both individually and in bundles, and there is no minimum order quantity.
Do you accept bespoke or wholesale orders?
Yes. We accept bespoke, retail and wholesale enquiries. Please contact us directly with the product, dimensions, quantity and intended use. Remember that a genuinely personalised product made to your individual specifications is normally excluded from the statutory right of withdrawal.
How do I choose the right tool?
Each product page lists the tool's length, shape, materials and intended use. If you are unsure which model best suits your work, contact us before ordering and describe the task, saddle type and preferred working length.
Will my product look exactly like the photographs?
Product photographs are for presentation purposes. Minor differences caused by screen settings, handmade production or the natural characteristics of materials may occur. The product will still be expected to match its description, agreed specifications and reasonable customer expectations.
v. Returns and Refunds
How long do I have to return a physical product?
Consumers, and qualifying entrepreneurs who have consumer rights under applicable law, may withdraw from a distance contract without giving a reason within 14 days, subject to statutory exceptions. For physical goods, the period normally begins when you or a person designated by you receives the goods. If items are delivered separately, it begins when the final item, batch or part is received.
How do I notify you that I want to withdraw from my purchase?
Send us a clear statement by email or post before the 14-day period expires. You may use the model withdrawal form in our Terms and Conditions, but it is not mandatory. Please include your name, order number, the products concerned and the email address used for the order so that we can identify your purchase efficiently.
Where should I send a return?
Return goods to:
Leather Element Anna Jabłko
Niedźwiedzice 58
59-225 Niedźwiedzice
Poland
Please contact us before dispatch if you would like to arrange the shipment details. Goods must be sent without undue delay and no later than 14 days after you notify us of your withdrawal.
Who pays for return delivery?
The customer bears the direct cost of returning goods. Cash-on-delivery returns are not accepted unless we have agreed to that return method in advance.
When will I receive my refund?
We issue the refund without undue delay and no later than 14 days after receiving your withdrawal notice, using the same payment method unless you expressly agree to another fee-free method. For physical goods, we may wait until we receive the returned item or proof that it has been sent back, whichever occurs first.
Is the original delivery charge refunded?
If you withdraw from the entire contract, the refund includes the cost of the least expensive standard delivery option offered for that order. Any additional cost resulting from your choice of a more expensive delivery service is not refunded.
In what condition should a returned product be?
You may inspect a product only to the extent that would normally be possible in a physical store. You may be responsible for any loss in value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning.
Which products cannot be returned under the statutory right of withdrawal?
The right of withdrawal does not apply to genuinely personalised, non-prefabricated goods made to your specifications or individual needs. A standard product does not become personalised merely because it is manufactured after purchase. Separate rules apply to digital content, as explained below.
Do business customers have the same withdrawal rights?
Business customers generally do not have the consumer right of withdrawal. An exception may apply to a qualifying sole trader where mandatory law grants consumer rights because the purchase is not professional in nature for that person's business.
v1. Complaints and Product Conformity
How do I submit a complaint about a physical product?
Email flocketroll@gmail.com or write to our postal address. To help us handle the complaint efficiently, include your name or business name, order number, a description of the issue, the date you noticed it and the remedy you are requesting. These details are recommended but are not a condition for a valid complaint where the sender and subject can otherwise be identified.
What remedies are available if a product does not conform to the contract?
Eligible customers may request repair or replacement. In circumstances provided by law, a price reduction or withdrawal from the contract may also be available. Repair or replacement is carried out within a reasonable time and without significant inconvenience, and we bear the necessary costs, including collection or agreed return transport.
How quickly will you respond to my complaint?
We respond to complaints from consumers and qualifying entrepreneurs with consumer rights within 14 days of receipt, on paper or another durable medium such as email.
Are products covered by a guarantee?
We do not provide an additional commercial guarantee unless one is expressly stated on the product page or in a separate document. Consumers and qualifying entrepreneurs with consumer rights retain their statutory rights relating to a lack of conformity. Under the store's Terms and Conditions, the Seller is liable for a lack of conformity existing at delivery and becoming apparent within two years, subject to applicable legal rules and exceptions.
v11. Digital Products
What format are your digital products supplied in?
Digital products are supplied as PDF files. The English printable saddle-fitting form can be printed on A4 paper or used on a computer, phone or tablet.
How will I receive my digital product?
After successful payment and acceptance of the order, the file is made available automatically by email, on the order-confirmation page or through your customer account.
How may I use a purchased digital product?
Your purchase includes a non-exclusive, perpetual and non-transferable licence for personal use and internal use within your own business. You may make the printed and digital copies you need and use the content as a tool in your own work.
May I share or resell a digital file?
No. Without prior permission, you may not share the file or template outside your organisation, publish it online, resell it, lend it, sublicense it, or include it in a library, course, bundle or another digital product. Employees and contractors may use copies only within and for the purposes of the same organisation.
What should I do if I cannot download or open my PDF?
Email flocketroll@gmail.com with your order number and a description of the problem. Where possible, include the device, operating system and PDF software you are using, together with any error message displayed.
Can I withdraw from a digital-content purchase?
The right of withdrawal may be lost once the digital content has been supplied in full, provided that supply began with your prior express consent, you were informed that full performance would end the withdrawal right, you acknowledged this, and the required confirmation was provided on a durable medium. If those conditions have not been met, any applicable statutory right of withdrawal remains in effect.
v111. Privacy and Cookies
How is my personal data protected?
We use technical and organisational safeguards appropriate to the risk, including access controls, secure connections and service providers that apply appropriate protections. Personal data is shared only to the extent needed for purposes such as payment, delivery, store operation, accounting, legal compliance and customer support. We do not sell personal data.
What privacy rights do I have?
Within the limits set by the GDPR, you may request access to your data and a copy, correction or deletion, restriction of processing, and data portability where applicable. You may also object to processing based on legitimate interests and withdraw consent at any time. Send privacy requests to flocketroll@gmail.com; we may ask for information needed to confirm your identity.
Can I use the store without accepting analytical cookies?
Yes. Analytical cookies are activated only after you give consent. Refusing them does not prevent you from placing an order or using the store's basic functions. Essential cookies are required for security, the basket, login and payment features.
How can I change my cookie settings?
Use the “Cookie Settings” link in the website footer at any time. You can also manage cookies through your browser, although blocking essential cookies may stop the basket, account or payment features from working correctly.
1x. Contact
How can I contact Flock & Roll?
You can reach us through the website contact form, by email at flocketroll@gmail.com, by telephone on +48 535 883 548, or by post at:
Leather Element Anna Jabłko
Niedźwiedzice 58
59-225 Niedźwiedzice
Poland
For the full legal terms, please read our Terms and Conditions, Privacy Policy and Cookie Policy. If this FAQ and the Terms and Conditions differ, the Terms and Conditions and mandatory applicable law take precedence.