FAQ

Can I ask for an exchange?

If you wish to exchange your product for the same product in a different colour, please contact our customer service within 30 days. Products must be returned unused, undamaged, and packaged in their original boxes.

If you would like to exchange your product for a different size or collection, you will need to initiate a return and order a new one.

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. Please note that RIMOWA is not liable for returns through an alternative carrier. We recommend using the prepaid return label provided by us.

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:

  • Contact our customer services by email at contact_au@rimowa.com to organise a pickup at your convenience, so that we can provide you with the relevant documents and a TNT label for the return shipment.
  • Ensure your items are returned unused, undamaged, and packaged in their original box.
  • Place your item in its original rigid cardboard box and attach the prepaid return label.
  • Handover the return order to our courier when they arrive for pick-up. 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.

Can I return an online order to a RIMOWA store?

Currently, it is not possible to return merchandise purchased online at one of our RIMOWA stores. To initiate a return, please package the product in its original box and contact our customer services by email at contact_au@rimowa.com to organise a pickup at your convenience.

How long does it take for a refund to be issued?
Your refund will take approximately 10 - 14 business days between the receipt of the returned merchandise and refund. 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 within 30 days of receiving the merchandise for full reimbursement, provided the merchandise is complete, unused and undamaged. Please note, we can only accept return shipments from the same country to which they were delivered.Shipment charge are non- refundable with exception of the damaged or manufacture defective. Personalized luggage tags on which text and/or symbols selected by you have been embossed are excluded from the right of cancellation, right of exchange and the right of return.

 

 

Limited Editions

 

RIMOWA accepts the 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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