FREQUENTLY ASKED QUESTIONS (FAQ)
We have provided a list of answers ot the most frequently asked questions in the FAQ section. If you have further questions , please contact us.
How to set the locks ?
RIMOWA x Porsche
To enjoy the beauty of your product for years to come, we recommend that you observe the following instructions:
- Take care not to scratch it against abrasive materials.
-Remove dust or dirt from the aluminium shell with a cloth or non-abrasive sponge dampened with clean water.
-Remove stubborn or sticky residue from the aluminium shell using a simple alcohol, like Isopropyl alcohol.
- Do not wash, dry clean, iron, bleach or tumble dry.
- Avoid prolonged contact with materials that may transfer colour pigments onto the leather. Some materials may leave a permanent mark on leather, such as ink, lipstick or fragrances.
- If the leather gets dirty or in case of superficial stains, wipe it with a soft and light-coloured cloth.
- Keep away from humidity and protect it from direct sources of heat and sunlight as the colour of your leather article may fade.
1. Open the lock by selecting 0-0-0 and moving the button to position B.
2. Move the button into position A and hold whilst turning the dials to your own combination.
3. Release the button to set your code.
4. Secure the lock by turning the dials.
Start shopping with us by using your preferred delivery country on the top of our website "SHIP TO". Shop by category – from luggage to accessories – to select your item. Click “purchase” to add the item to your cart and proceed to check out. You can also search for your preferred item by using our search function. Choose to place your order as either a guest or sign into your RIMOWA account for a speedier, more efficient check out. To complete your purchase, enter your data including shipping and billing address, preferred delivery (express or standard), and agree to the terms & conditions. Your shipment should now be on the way! If you have any questions, please don’t hesitate to reach out to our Client Care team by phone, email or by filling out this contact form.
Your order is able to be changed until your parcel had been shipped. To change your order, please contact our Client Care team either via phone, email, or by filling out this contact form.
Should you experience any difficulties while placing your order online, please reach out to our Client Care team by phone, email, or by filling out this contact form.
If your order had been declined, our Client Care team will be happy to assist you. Please reach out either by phone, email, or by filling out this contact form.
By creating an account on RIMOWA.com, you will be able to move through the checkout process faster, manage your personal information, register your RIMOWA, easily enjoy our lifetime guarantee, view and track your orders, and more. Create your account here.
Shipping & Delivery
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.
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.
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.
Please note that the maximum order value for cash on delivery payment would be 500 AED. You will receive a payment link on your phone if the value of the order is over 500 AED when you opt for Cash on Delivery.
Repair & Care
To ensure your RIMOWA remains in fine condition, please note the following reommendations: To remove dust or dirt, use a damp cloth or non-abrasive sponge with clean water. Stubborn or sticky residue can be safely removed using a simple alcohol, such as Isopropyl. We like to think of any deep dents or scratches as the unique patina of your case as these can not be removed. Embrace them – this is what makes your RIMOWA unique. To care and clean any leather components, use a mild cleaning agent and a soft cloth to gently remove any surface dirt. Occasionally, it’s a good idea to treat the leather with a conventional, neutrally coloured maintenance product. Avoid using any of the following, as they will damage your RIMOWA: scouring detergents, abrasive cloths or sponges, window cleaning agents, vinegar based cleaners and disinfectants, solvents, dilutions and aggressive alcohols, petroleum distillates or nail polish remover. Be gentle.
Should you need to have your RIMOWA repaired, our Client Care team will be happy to assist you. Please contact our team online contact_AE@rimowa.com or visit your closest RIMOWA store for assistance.
Find your nearest Client Care Center or store here.
To use your RIMOWA Electronic Tag , you need to register your suitcase through BAGTAG. Please download the BAGTAG App in the App Store or Google Play and process the registration. Once registered, you can check-in your Electronic Tag for flights with participating airlines as well as customise your display.
In case you enocunter any difficulties while trying to use your RIMOWA Electronic Tag, please contact us through our contact form.
By creating an account on RIMOWA.com, you will be able to move through the checkout process faster, manage your personal information, register your RIMOWA, easily enjoy our lifetime manufacturer’s guarantee, view and track your orders, and more. Create your account here.
You can easily update or modify your account in your Account Setting under your RIMOWA account. To delete your account, please contact our Client Care team either by phone or fill in the contact form.
To request a new password, go to My RIMOWA and select "Forgotten your pasword?" or click here. You will receive an automated email to the address used to set up your account. Follow the link in the email to set up a new password.
Each RIMOWA suitcase can be registered either by the purchaser or the person who received the product as a gift. You can register your RIMOWA here.
You can easily register your suitcase online at rimowa.com/myrimowa to easily enjoy our lifetime manufacturer’s guarantee in accordance with the conditions written in our guarantee manual. Registering your RIMOWA is simple. Just set up a RIMOWA account, complete the online form specifying your personal data, and enter your RIMOWA's unique serial number. You will find your RIMOWA's serial number on the outside frame of your suitcase.
By registering your suitcase online you can easily enjoy RIMOWA's lifetime guarantee in accordance with the conditions written in our guarantee manual. Register your RIMOWA here.
Visit any one of our RIMOWA stores to purchase a gift voucher. To find your nearest RIMOWA Store click here.
RIMOWA UNIQUE is a customisation service specially designed to add a personal touch to your RIMOWA Classic.
Discover how to make your suitcase unique by visiting the online configurator or inquire about customization options at your local RIMOWA store.
To customise your suitcase online, access RIMOWA UNIQUE here. Next, choose from a range of colorful options for wheels, handles and luggage tags.
UAE orders: for standard delivery, please expect 1-3 business days.
Our customisation service RIMOWA UNIQUE is designed for the RIMOWA Classic and allows you to perfectly colour match all the unique elements of this timeless range, including the vintage-inspired leather handles, wheels and leather luggage tag.
Use the online configurator to custom fit your own RIMOWA Classic here or visit us in-store.
All accessories come standard with a two-year warranty if purchased separately. If you purchase accessories with a RIMOWA Classic, you will benefit from a five-year RIMOWA manufacturer’s guarantee when registering your suitcase online.
Yes ! All accessories are available in stores or online on our website.
Handles, however, cannot be purchased separately online as they require professional installation by our RIMOWA experts.
Yes, our customised suitcases can be returned within 30 days of receiving the merchandise according to our return policy and T&C.
You can return luggage tags only when they have not been personalised with embossed text and/or symbols.
For Japan : For customised suitcases shipped to Japanese address, you cannot return or exchange customised suitcases. You can return wheels only when you have purchased them separately and when they are unused. You can return luggage tags only when they have not been personalised with embossed text and/or symbols.
Please find our installation guide below. Additional elements, such as the T20 Torx screwdriver, are not included in the wheel package.
Step 1 : Using a T20 Torx screwdriver, unscrew the standard wheels.
Step 2 : Remove the standard wheels.
Step 3 : Screw in the new wheels.
Step 4 : You’re done !
All accessories come standard with a two-year warranty if purchased separately. If you purchase accessories with a RIMOWA Classic Cabin, you will benefit from a five-year RIMOWA manufacturer’s guarantee when registering your suitcase online.
RIMOWA X CHAOS
To enjoy your product for years to come, we recommend that you follow the following instructions:
• Do not wash, dry-clean, iron, bleach, or tumble-dry.
• To remove dust or dirt, use a cloth or non-abrasive sponge dampened with clean water.
HARNESS ASSEMBLING INSTRUCTIONS
1. Place the open harness on the suitcase. Ensure that the top straps sit besides the top handle.
2. Stick the right-hand-side Velcro straps together.
3. Repeat with the straps on the left side.
4. Pass the straps under the handle and secure.
1. Place the tag upside down with the round tip facing towards you and pass it under the handle on the top of the suitcase.
2. Pass the bottom part of the tag through the round opening.
3. Pull the tag toward you until it's secure.
Never Still bags collection
This line is made in Italy with a combination of premium materials :
- Cotton and nylon canvas, with water repellent treatment
- Full grain cowhide leather
To enjoy your bag in its best condition, we recommend that you observe the following instructions:
- Avoid contact with water, oils, perfume or cosmetics.
- If your item gets wet, remove any excess moisture without rubbing, dab with a soft cloth and let dry at room temperature.
- To remove dust or dirt, use a soft brush or non-abrasive sponge dampened with clean water.
- For leather parts, you can use a special cleaner available in leather goods stores.
Please keep in mind that some humid and hot environments may cause slight colour transfer through friction, particularly when wearing light colours.
Should you encounter a problem, visit any one of our RIMOWA stores or contact us online at rimowa.com
Made in Cologne, Germany, RIMOWA's Personal collection is crafted from our signature materials and provides a range of versatile lifestyle pieces intended for daily use.
The RIMOWA Personal collection is made in Cologne, Germany.
Our Personal Cross Body-Bag was designed to be a highly functional daily companion. It features 3 card slots, 2 open compartments, 1 zipped compartment, and a zip puller. This allows you to store your daily essentials in an easily accessible way. In addition, the leather strap construction allows you to open the bag without unbuckling the long strap. The body and shoulder straps are made from cow’s leather sourced from Italy.
To preserve the condition of your RIMOWA Personal, please follow these simple care instructions:
• Take care not to scratch your Personal against abrasive materials.
• Remove dust or dirt from the shell with a cloth or non-abrasive sponge dampened with clean water.
• Remove stubborn or sticky residue from the shell using a simple alcohol like Isopropyl alcohol.
To care for its leather interior, please do the following:
• Avoid prolonged contact with materials that may transfer colour pigments onto the leather.
• Keep away from humidity and protect it from direct sources of heat and sunlight.
• If the leather or the webbing get dirty with superficial stains, wipe it with a soft, light-coloured cloth. Should you encounter a problem, visit any one of our RIMOWA stores or contact us online at RIMOWA.com.
Every Personal Cross-Body Bag, Sling Clutch, and Hand Clutch has an individual serial number printed on the inside of the frame. This is a great way to verify that your piece is a RIMOWA original.
You are entitled to return all products, including your RIMOWA Personal, from the RIMOWA online shop and RIMOWA stores within 30 days of receiving the merchandise. You will receive full reimbursement, provided the merchandise is complete, unused and undamaged. Please note that we can only accept return shipments from the same country to which they were delivered.
No, unfortunately our aluminum iPhone cases do not currently support wireless charging. We apologize for any inconvenience this may cause. However, we are pleased to inform that our leather and sticker iPhone Cases support this function.
Our RIMOWA iPhone cases come with a 2-year global warranty.
The RIMOWA iPhone case for iPhone XS is compatible with iPhone X.
Yes, contactless payment does work while using all our Iphone Cases.
To protect your RIMOWA iPhone case and ensure it remains in the best condition, please keep it away from extreme temperatures, acid and alkali.
RIMOWA Packing Cubes are a flexible organization system that can easily accommodate multiple configurations tailored to your individual needs. One such example for the RIMOWA Cabin would be: two Packing Cube L, one Packing Cube M, and four Packing Cube S