Customer service/FAQ

Customer service is high on the priorities at Roll-up.com. On this page you will find frequently asked questions with concise answers. If your question is not listed, please contact us via the designated input field. Fill out all fields as complete as possible and state your question clearly. We will contact you as soon as possible. You can reach us on the phone as well.

Because Roll-up.com is part of ProFlags BV, we use the same Terms and Conditions and Privacy Policy. Information on Roll-up.com and other information can be found in the menu.

Proflags B.V.
Street name: Tilbury 8
Postal code & city: 3897 AC, Zeewolde
Country: the Netherlands
Phone number: +31 (0) 85 401 4648
Email address: info@roll-up.com
Directeur de la publication : M. P.S. ALofs (CEO)
Chamber of Commerce (KvK.): 55113729
VAT nr.: NL8515.71.165.B01
Bank name: Rabobank
Bank location: Zwolle
Account holder: Proflags B.V.
IBAN: NL35 RABO 0169 9563 26
Account number: 0169.9563.26
SWIFT/BIC: RABONL2U
1 Order
1.1 How can I order a roll up or L-banner on Roll-up.com?
Just follow these steps to order your roll up or L-banner quickly and easily:

1. Choose your model;
2. Choose the desired size;
3. If possible, choose the material;
4. Use the 'notes' box to add your personal wishes;
5. You can download the working drawings in the tab 'working drawings', under the assembly options;
6. Design your roll up in the working drawing or have this done by us for free;
7. Upload your files using Delivering Files, WeTransfer or email them to us;
8. Order your roll up.
1.2 How should the working drawings and the files be submitted?
You can choose to make the working drawing yourself, or have the design made for free by us.

Make your own design

Step 1 Download working drawing

After you've decided on a roll up, you will have to make a design. For this, you need to make use of the working drawings, which can be downloaded on each product page and under the tab 'working drawings'. We also have a page with an overview of all roll up working drawings. You can download the working drawings by clicking on the right one.


Step 2 Making the design

Our working drawings are made in Adobe Illustrator and consist of multiple layers (cutting lines, safety lines, etc.). A working drawing can be made in various programs. Important things to remember when making a lay out:

- Important text and images should be in the 'safe zone' + the zone within the dotted line and the cutting line is the bleed;
- The design should be made in CMYK colours (no RGB);
- Text (fonts) should be converted to contours;
- Mention any colour codes (PANTONE, PMS Solid Coated);
- Deliver design as vector file 1:1 and preferably in Adobe Illustrator (Adobe Illustrator, .AI, .PDF (vector) or .EPS);
- Images at least 300 dpi (JPG);
- Send PNG or JPG file as example.


Step 3 Uploading files (1 or multiple files)

When your design is finished, you can upload the files in the ordering process (Delivering Files). You can send us the files through WeTransfer: https://roll-up.wetransfer.com. Always mention your order number and contact information.

Do you have more than one design? No problem! You can upload multiple files, so also multiple logos or designs. You won't pay anything extra for multiple designs! So you can easily order two of the same products with different designs.


Step 4 Checking the files

Files that have been sent through Delivering Files, email or WeTransfer are always checked by our specialists. We check if the files meet our delivery specifications and when there are design problems, it is communicated to the client. After the files have been approved, you will receive a message from us and we will start the production.


Step 5 Receiving the product

After the production, the products are checked twice, then your delivery will be made ready for shipping. Your shipment is handled by one of our reliable carriers, such as UPS.


Free design


If you would like us to design a roll up classic for free, send us your files with Delivering Files, WeTransfer or email them to info@roll-up.com. Please give us a detailed description of what you would like to have printed on the roll up and email all files that are necessary for the design, such as logos, colour codes and whatever else is necessary for the design. We will get started right away and will email you the design as soon as possible (usually within a couple of hours). If the design isn't to your liking, we will just adjust it, for free. We will only start production after you have approved the design.

1.3 When will my order be delivered?

Roll-up.com has a standard delivery time of 1-3 business days. Depending on your order, it could be shorter. If you urgently need your products, contact us at info@roll-up.com or by phone at +31 (0) 85 401 4648.

1.4 Until when do I have the opportunity to cancel my order?

After you've placed your order, you can cancel it until the moment of production. Your order will be produced after we've approved your files. You will receive an e-mail of this. Roll ups and L-banners are custom made for every client. Therefore, it is not possible to return these products, unless there has been a mistake on our part. That is why we ask you to thoroughly check the files.

1.5 How do I request a quote?

All our prices can be found on the website, and we don't usually deviate from these. If you order in large amounts (more than 125 pieces), you could ask us for a client specific quote. You can contact us at info@roll-up.com or by phone at +31 (0) 85 401 4648.

2 Account
2.1 How can I create an account?

You can create an account by clicking ‘My account’ at the top right. After that, you can login with your Facebook account or create an account on the website by clicking ‘Create an account’. By creating an account in this shop you can go through the payment process quicker, save multiple addresses, view and follow orders, and more. You can enter your details and click ‘register’.

2.2 For what do I need to create an account?

By creating an account in this store you can go through the payment process quicker, save multiple addresses, view and follow orders, and more. If you have an account you can: easily make repeat purchases, view your orders, adjust your details.

2.3 I forgot my password.

If you forgot your password, you can easily request a new one by clicking ‘My account’ and then ‘Forgot password?’. Here you can request a new password by filling in your e-mail address and clicking send. You will automatically receive a link to recover your password.

Sometimes clients order products as ‘guest’. As guest you do not have an account and so no access to previously ordered products. For that reason, requesting a password will unfortunately not work. Naturally we can solve this by approving your account. Contact Roll-up.com in case you have problems logging in.

3 Payment
3.1 In which ways can I pay?

At Roll-up.com, the most trustworthy and familiar payment methods are used. During the payment you can choose from a range of several online payment methods.

Roll-up.com utilizes MultiSafepay as payment provider. MultiSafepay has been the ideal partner in online payment for web shops for over many years, and is the fastest growing Payment Service Provider in the Netherlands. Roll-up.com has an extensive range of both Dutch and foreign online payment methods like iDEAL, bank transfer, INCASSO, PayPal, Gift cards, Visa, MasterCard, Maestro, the Belgian Mister Cash, the German Giropay and SofortBanking.
3.2 Our prices
We do our best to keep our prices as low as possible. If you are offered a lower price elsewhere, please contact us.

Our prices include:
- Full colour print
- Free design
- Free file check
- Luxury carrying bag
- Sturdy aluminium housing
4 Designs
4.1 How do files need to be supplied?
You can choose to make the working drawing yourself, or have the design made for free by us.

Make your own design

Step 1 Download working drawing

After you've decided on a roll up, you will have to make a design. For this, you need to make use of the working drawings, which can be downloaded on each product page and under the tab 'working drawings'. We also have a page with an overview of all roll up working drawings. You can download the working drawings by clicking on the right one.


Step 2 Making the design

Our working drawings are made in Adobe Illustrator and consist of multiple layers (cutting lines, safety lines, etc.). A working drawing can be made in various programs. Important things to remember when making a lay out:

- Important text and images should be in the 'safe zone' + the zone within the dotted line and the cutting line is the bleed;
- The design should be made in CMYK colours (no RGB);
- Text (fonts) should be converted to contours;
- Mention any colour codes (PANTONE, PMS Solid Coated);
- Deliver design as vector file 1:1 and preferably in Adobe Illustrator (Adobe Illustrator, .AI, .PDF (vector) or .EPS);
- Images at least 300 dpi (JPG);
- Send PNG or JPG file as example.


Step 3 Uploading files (1 or multiple files)

When your design is finished, you can upload the files in the ordering process (Delivering Files). You can send us the files through WeTransfer: https://roll-up.wetransfer.com. Always mention your order number and contact information.

Do you have more than one design? No problem! You can upload multiple files, so also multiple logos or designs. You won't pay anything extra for multiple designs! So you can easily order two of the same products with different designs.


Step 4 Checking the files

Files that have been sent through Delivering Files, email or WeTransfer are always checked by our specialists. We check if the files meet our delivery specifications and when there are design problems, it is communicated to the client. After the files have been approved, you will receive a message from us and we will start the production.


Step 5 Receiving the product

After the production, the products are checked twice, then your delivery will be made ready for shipping. Your shipment is handled by one of our reliable carriers, such as UPS.


Free design


If you would like us to design a roll up classic for free, send us your files with Delivering Files, WeTransfer or email them to info@roll-up.com. Please give us a detailed description of what you would like to have printed on the roll up and email all files that are necessary for the design, such as logos, colour codes and whatever else is necessary for the design. We will get started right away and will email you the design as soon as possible (usually within a couple of hours). If the design isn't to your liking, we will just adjust it, for free. We will only start production after you have approved the design.

4.2 How does the free design for Roll-up.com work?
If you would like us to design a roll up classic for free, send us your files with Delivering Files, WeTransfer or email them to info@roll-up.com. Please give us a detailed description of what you would like to have printed on the roll up and email all files that are necessary for the design, such as logos, colour codes and whatever else is necessary for the design. We will get started right away and will email you the design as soon as possible (usually within a couple of hours). If the design isn't to your liking, we will just adjust it, for free. We will only start production after you have approved the design.

Files can be sent through Delivering Files, WeTransfer or at info@roll-up.com.
4.3 I have multiple designs for multiple roll up banners. How do I submit these?
If you order multiple roll ups, it is possible to submit multiple designs. For instance, if you would want to order two roll ups and would like to receive two different designs. You can upload multiple files with Delivering Files, roll-up.wetransfer.com, or email them to us at info@roll-up.com. This is also possible to do during the ordering process, or afterwards in your account. In the notes box you can mention that there are multiple designs. You could also mention it in the title of the file or the email. There are no extra costs for having multiple designs!
5 Sending
5.1 How will my order be sent?
Roll-up.com delivers orders globally thanks to trustworthy transports like UPS, FedEx and DHL. Depending on the weight and country the transport costs are calculated and charged. Sending the packages with track & trace so they can be followed is standard. Picking up a package, or having someone else pick up a package can be arranged after consulting.
5.2 What does shipping cost?
We pass on the costs for shipment directly to the customer. We have an overview of costs per weight and country on the page shipping. Thanks to the international transport network of UPS, we can deliver orders worldwide. The prices include VAT and are based on the heaviest weight, in the corresponding column. All prices are subject to change and may vary.
6 Maintenance
6.1 How can I clean my roll ups?
If you roll up canvas has gotten dirty, you can wipe it with a damp towel. Wait until the canvas has fully dried before rolling it back into the cassette. After using the roll up and before storing it away in the storage bag, it is wise to wipe the cassette with a soft, dry cloth. This will take off any dirt from the cassette, and you will prevent, for instance, scratches from sand that gets on the cassette during transport.
6.2 How do I store my roll up?
If you are not using your products, it is wise to store them carefully. Take the roll up apart by unhooking the canvas from the pipe, and letting it slowly roll back up into the cassette. The spring inside the system will make the banner roll up by itself. Next, you can take the pipe out of the cassette and pull it apart. The pipes can be placed back into the cassette. Then, the whole cassette can be put back into the carrying bag.
7 Guarantee
7.1 Is there a guarantee on my product?

In case there are problems with the roll ups or their corresponding hardware we will provide a fitting solution. If our customer is satisfied, we are satisfied.


We advise you to check if everything is in working order as soon as your product is delivered.


Articles that are personal in nature cannot be returned. For other products we utilize a viewing period of 14 days. If you are not satisfied with your product, you are free to return it. The costs of returning the product are to be paid by you. The article needs to be complete and should state your name, address and phone number. The order number and your bank account number should also be stated.


Depending on the use and handling of the materials we provide a standard 1-year guarantee on the hardware. This guarantee regards errors deriving from the production of the accessories. Unfortunately, we cannot reimburse water damage, storm damage or damages done by a third party. Naturally, we will help you with finding a fitting solution.


Send the article to:


Proflags B.V.
Tilbury 8
3897 AC, Zeewolde
The Netherlands

8 Returns
8.1 What should I do if I'm not satisfied with my product?

If you are not satisfied with your product, you can contact us and together we will find a fitting solution.

We advise you to check if everything is in working order as soon as your product is delivered.

Articles that are personal in nature cannot be returned. For other products we utilize a viewing period of 14 days. If you are not satisfied with your product, you are free to return it. The costs of returning the product are to be paid by you. The article needs to be complete and should state your name, address and phone number. The order number and your bank account number should also be stated.
 

Send the article to:

Proflags B.V.
Tilbury 8
3897 AC, Zeewolde
The Netherlands

With complaints that cannot be solved in joint consultation, the consumer has the possibility to contact Stichting WebwinkelKeur (www.webwinkelkeur.nl). Stichting WebwinkelKeur will mediate for free. If there is no solution after the mediation, the consumer has the possibility to submit thecomplaint to Stichting GeschilOnline, the decision of Stichting GeschilOnline is binding. The consumer and entrepreneur agree with this binding decision. The submission of a dispute to the arbitration are not for free. The consumer must pay the costs of the arbitration. Furthermore residents living in the EU can use the European Dispute resolution platform to submit a complaintin order to reach an out-of-court settlement. This platform is available on http://ec.europa.eu/odr, but we would advice to contact Stichting WebwinkelKeur first.

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