FAQ

Can I ask for an exchange?

From the date of delivery, you have 30 days to return your item(s). Products should be returned unused, undamaged, and packaged in their original boxes. All our returns are free of charge. You will contact the Customer Service Team by phone 800 0491 0248 or email contact_AE@rimowa.com to assist you further with your return.

 

If the initial order was paid for by using a card, refunds will take between 10 - 14 working days from the date of the receipt of your item at our warehouse, otherwise, if the initial order was paid for in cash, the Customer Service Team will ask for your bank details to refund the value of the return within 3 - 5 working days.

How do I return an item?

You can return your item(s) within 30 days from the date of delivery. Returns are complimentary using the prepaid return label provided by RIMOWA in your account. Please note that RIMOWA is not liable for returns through an alternative carrier. We recommend using the prepaid return label.

 

For online purchases, we can only accept return shipments from the same country/region to which they were delivered. For store purchases, please visit your RIMOWA store to return your product(s) and receive a credit note or exchange for the product(s).

Your statutory rights are not affected.

 

To process a return for online purchases and receive the prepaid return label, please follow the steps below:

  • Log in to your MY RIMOWA account and declare your return. Once your return is declared, you will be able to print your prepaid return label. If you have ordered as a guest, we invite you to create an account and declare your return to get the prepaid return label.
  • Ensure your items are returned unused, undamaged, and packaged in their original box.
  • Place your item in a rigid cardboard box and attach the prepaid return label.
  • Drop off your return at one of the UPS access points.

 

Once your return is received by our team, you will receive an email to inform you. Your return will be refunded within 10 to 14 working days from the date the return is validated by the RIMOWA team.

 

Limited editions: RIMOWA accepts returns of limited editions (special offers which are limited in time such as RIMOWA brand collaborations) within 14 days from receiving the merchandise for a full refund, under the condition that the merchandise is complete, unused, and undamaged.

 

Personalized tags: Please note that customized tags cannot be returned or exchanged.

What is the return policy for click and collect?
If you have made a purchase using the click and collect option, please be aware that returns for this order can only be processed in stores within the same country of purchase.
Can I return an online order to a RIMOWA store?
Currently, you are unable to return merchandise purchased online at one of our RIMOWA stores. To return your order, please contact our Client Care Team by phone 800 0491 0248 or email contact_AE@rimowa.com.
How long does it take for a refund to be issued?

Your refund will take approximately 10 - 14 working days between the receipt of the returned merchandise and refund if the initial order was paid by card.

 

Your refund will take approximately 3 - 5 working days between the receipt of the returned merchandise and refund if the initial order was paid by cash. The amount will be refunded to the bank account you will provide to the Customer Service Team.

 

Once your merchandise has been successfully received, you will receive an email notifying you of the total refund amount to be credited to your account.

Is it possible to be refunded on another payment method?
For security reasons, we can only refund on the same payment method used for the purchase.
What is the return policy?

You are entitled to return all products from the RIMOWA online shop and RIMOWA stores within 30 days of receiving the merchandise for full reimbursement, provided the merchandise is complete, unused, and undamaged.

 

For online purchases, please note we can only accept return shipments from the same country to which they were delivered. We can also only accept returns through e-returns or by contacting the customer service team, store returns will not be accepted. Please note that the customer serivce team are operational monday to saturday between 1PM - 10 PM GST.

 

For store purchases, please visit your RIMOWA store to return your product(s) and get a credit note or exchange for the product(s). Your statutory rights are not affected.

 

 

Limited Editions

 

RIMOWA accepts returns of limited editions (special offers which are limited in time such as RIMOWA brand collaborations) within 14 days from receiving the merchandise for a full refund, under the condition that the merchandise is complete, unused, and undamaged. RIMOWA only accepts return shipments from the same country to which the merchandise has been delivered.

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