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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.

Online Purchase

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.

Sign up with your email address on your item's product page, and we'll be happy to inform you once your item is available again. Furthermore, our Client Care team will be pleased to check your item's availability at one of our RIMOWA stores near you.

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 with rimowa.com, you will be able to move through the checkout process faster, manage your personal information, register your RIMOWA to receive our 5-year manufacturer’s guarantee, view and track your orders in your account and more. Create your account here.

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.

Click "Ship To" at the top left of the rimowa.com website to select your prefered shipping country.
If you would like to cancel your order for any reason, you have a few options. You can either cancel in writing or by telephone – you will find all information on your right of cancellation, including a template, in our General Terms and Conditions of Business. Secondly, you can cancel through the return of merchandise by returning your product(s) within 30 days after delivery, under the terms listed online.
You are allowed to order up to six suitcases per online order, excluding special editions or collaborations. There is no limit on our accessories or lifestyle products.
Please get in touch with us by phone +44 207 660 0544 or email contact@rimowa.com.

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.

Product Information

RIMOWA suitcases are made of either aluminium or polycarbonate. Aluminium – We think a lot about aluminium. For the past 80 years, it has helped define everything we do. We often say it has "persönlichkeit" – or personality – because it changes and evolves over time. The extremely durable, premium quality aluminium-magnesium alloy we use for all our suitcases is fully recyclable. With naturally occurring corrosion resistant qualities, we incorporate an additional high-end anodization layering procedure which makes our suitcases particularly robust. Undeniably timeless, the resilience of this remarkable metal is part of the reason we’ve dedicated so many years to nurturing its potential. Built for a lifetime of journeys, our aluminium suitcases are a work in progress. They might be made by our hands, but they're defined by those who travel with them. Hallmarked with the inevitable dents and scratches of time, every RIMOWA is a vehicle for storytelling. As individual as a fingerprint, each record on its surface is a memory, a story, and a physical representation of its owner’s character. Polycarbonate – A transparent, virtually unbreakable plastic, polycarbonate was first patented in 1953. An essential component used in the production of body armour and bulletproof glass, its chemical structure allows it to absorb an incredible amount of force. For RIMOWA, it means the outer shell of our extremely light, but highly durable polycarbonate cases can also react elastically under load and yield, so when the external pressure diminishes, they simply spring back to their original shape. As the first company to design and manufacture polycarbonate suitcases, we take our production standards very seriously. With two seals in place for safety and long-term quality from the German inspection organisation TÜV, and with thermal resistance proven in controlled temperatures of +125°C to -100°C, this magnificent material makes our luggage hard-wearing, robust and recyclable.
Each RIMOWA has its advantages, and each client is unique. But we have some recommendations for you. If you usually travel for short periods of time (1-2 days) and prefer to carry on your luggage when flying, the Cabin S might be what you're looking for. Need a little extra space? The Cabin or Cabin Plus are perfect carry-on sizes with a bit of extra space. Use our airline compatibility chart located on each product page to check if your desired Cabin case is compatible with your airline of preference. If you're looking for a suitcase for longer trips, we suggest our Check-In models. Check-In M and Check-In L are the perfect sizes for extended journeys. Planning an even longer trip or looking for a suitcase with a unique RIMOWA shape? Then the Trunk or Trunk Plus is the way to go. Inspired by the original RIMOWA trunks of the past, these are timeless classics engineered to offer travellers optimum capacity and long-lasting performance with an iconic shape that is undeniably distinctive.
RIMOWA products are sold in RIMOWA stores, at select wholesale partners, and online on our website. Find the store nearest to you here.

Visit any one of our RIMOWA stores to purchase a gift voucher. To find your nearest RIMOWA Store click here.

Shipping & Delivery

We currently don’t offer the possibility of deliveries to our stores. However, our Client Care team can check the availability of your requested item at your preferred stores, and we can reserve the item for you.

Payment

RIMOWA accepts the following forms of payment: MasterCard, VISA, American Express, Maestro, DinersClub, PayPal, and Klarna.

We've gone to great lengths to make your experience on rimowa.com as secure as possible. Please refer to our Privacy Policy for more information. .

Prices for the European Union are shown including VAT. For Switzerland, Norway, Liechtenstein and Monacco, the prices shown online do not include VAT. You will receive a seperate email from UPS including the tax and duty amount. For online purchases, VAT can not be claimed back.
Your credit card will immediately be charged upon purchase.

Klarna

Klarna is an alternate payment method that allows you to pay 14 days after your purchase without any interest or extra costs. To use Klarna to pay for your purchase, choose Klarna in the checkout.
If your basket is eligible for Pay Later with Klarna, you will be able to select Klarna as payment method in the checkout. If it is the first time you use Klarna, enter your IBAN. If it’s the second time, your purchase is completed within a few seconds: no card is required. If you have enabled notifications in your app, you will receive a confirmation. As soon as your purchase on RIMOWA.com, payment terms will start.

To sign up, you will need :

1. A bank account

2. A phone number

3. To be 18 years of age or over

4. A residential address from the country you are placing your order

Once we have received your payment we will send a payment confirmation email to the address you used when ordering. If you do not receive this confirmation, please login here to see your payment status. You can also see the status of your orders in the Klarna app for iOS and Android.

If you do not have your statement number on hand, please login here with your email address to find the payment details for your statement. Alternatively, you can log in to the Klarna app for iOS and Android.

Klarna currently accepts most debit and credit cards (i.e., Mastercard, Visa, AMEX, Discover). Please note, prepaid cards are not accepted.
No, you will not be charged. Please reach out to Klarna’s customer service team in the Klarna app or at klarna.com for any additional support.
You can use an alternate payment method to complete your purchase. To use Klarna for future orders, please reach out to Klarna’s customer service team to discuss options. You can contact them in the Klarna app or at klarna.com.
If you have paid for your order with a card, the refund will be made back to the same card. Returned or cancelled orders should first be registered with the online store. The refund will be processed within the next 14 days of the online store logging the returned or cancelled order.
Yes. If you want to pay the outstanding balance of your instalments purchase early, simply log in at the top of the page, go to the order page, and select “Pay off early”.
If you have paid for your order with a card, the refund will be made back to the same card. Returned or cancelled orders should first be registered with the online store. The refund will be processed within the next 14 days of the online store logging the returned or cancelled order.
Once RIMOWA has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.

You can live chat with Klarna’s customer service agents 24/7 here to request that your contact details be updated. Please quote your statement number if you have received a statement by post.

Klarna will automatically attempt to collect payment for your instalments purchase from the card that you entered at checkout. You can find out when your payments will be collected in the email that you received at the time of purchase or by logging in to Klarna. If the automatic payment fails, we will try again after 7 days. If this payment also fails, we will make another attempt after a further 7 days (14 days after the date of the first attempt). Your credit score will not be impacted by using Klarna’s instalments product even if you have failed to pay on time.

Repair & Care

5-YEAR GUARANTEE ON YOUR RIMOWA PRODUCT WHEN REGISTERING ONLINE. WORLDWIDE (EXCLUDING UNITED STATES AND CANADA). Your RIMOWA product comes with a 5-year manufacturer’s guarantee when registering online. Please visit www.rimowa.com/myrimowa to activate your 5-year manufacturer’s guarantee. We will be more than pleased to help you registering your product at any of our RIMOWA stores, via www.rimowa.com/myrimowa or via phone. If you do not register online, a 2-year manufacturer’s guarantee applies. Your statutory rights remain unaffected. RIMOWA provides a 5-year manufacturer’s guarantee for products registered online, in accordance with the conditions below for the first purchaser or person receiving the product as a gift, starting with the purchase date (guarantee period). This guarantee only applies if the usability of the product is considerably adversely affected by a material or manufacturing fault already present at the time of hand-over (defect). Our manufacturer’s guarantee does not apply, however, if the usability is restricted by abrasion, improper use, faulty operation, or externally occurring forces (particularly flight or transport damage, e.g. deformation, cracks, body breakages, scratches, wear etc.) or by liquids (please observe in particular the care instructions attached below). We recommend inspecting your product immediately after retrieval from transport handling and immediately reporting any damage to the carrier (e.g. airline or railway company) who is insured against this. Among other things, some product series are characterised by special leather fittings, particularly on the handle and at the corners of the product. Leather is a natural product that can change, discolour or fade, particularly under the influence of skin contact, light and water, but also through the use of unsuitable cleaning agents, post-purchase impregnation and textile dyes. Heat and dehydration can lead to the formation of cracks or tears in the leather. These occurrences are not covered by the guarantee. To claim our guarantee, immediately inform a RIMOWA store, an authorised RIMOWA dealer or an authorised RIMOWA service centre of any defect within the guarantee period and hand over or send the product and the completed certificate of guarantee or original proof of purchase. If you registered your product online, your proof of purchase is no longer needed for guarantee reasons. You can find RIMOWA stores and authorised service centres on our website www.rimowa.com. RIMOWA will then determine whether the defect is covered by the guarantee. If this is the case, RIMOWA will repair or replace the product. For this, RIMOWA will also cover the costs incurred including the shipment. The product may also be replaced with a comparable successor product. Incidental and consequential damage (e.g. financial losses) as well as spare parts or spare products are not included under this guarantee. The guarantee is limited to the value of the product. If RIMOWA does not agree to guarantee a case, claims from this guarantee lapse six months after they have been asserted but not before expiry of the guarantee period. As this guarantee will be governed by the Law of the Federal Republic of Germany, your country-specific warranty rights (e.g. against the seller) may differ in the way they regulate liability for defects, compensation claims etc. This guarantee grants you the rights described above and is issued by RIMOWA GmbH (Richard-Byrd-Strasse 13, 50829 Cologne, Germany).
To claim our guarantee, immediately inform a RIMOWA dealer or an authorised RIMOWA service centre of any defect within the guarantee period and hand over or send the product and the completed certificate of guarantee or original proof of purchase. You can find RIMOWA dealers and authorised service centres on our website at rimowa.com. RIMOWA will determine whether the defect is covered by the guarantee. If this is the case, RIMOWA will repair or replace the product. In this case, RIMOWA will also cover the costs incurred, including the return shipment. The sending costs are borne by the purchaser.
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. For any light scuffs or scrapes on the surface of your case, use RIMOWA’s wax-free polish & repair paste (Not recommended for use on any RIMOWA with a matte finish). 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.
Our global 5-year warranty applies for the original item purchased. Your replacement item does not come with another 5-years of warranty but a guarantee period of two years.

Should you need to have your RIMOWA repaired, our Client Care team will be happy to assist you. Please contact our team online Clientcare.usa@rimowa.com or visit your closest RIMOWA store for assistance.

Find your nearest Client Care Center or store here.

Returns

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. Please note, we can only accept return shipments from the same country to which they were delivered.

 

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.

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 using our prepaid return label. Customers with a RIMOWA account are able to process their return entirely online. Refunds will take between 10 - 14 working days from the date of the receipt of your item at our warehouse. To receive any return documents and/or a prepaid UPS shipping label, connect to your RIMOWA account in order to process your order entirely online or contact us by phone, email, or by filling out this contact form.
Currently, you are unable to return merchandise purchased online at one of our RIMOWA stores. To return your order, please box the product in its original box and send it back via your prepaid UPS label.

If you don't yet have a RIMOWA account, register here to complete the return process online. If you already have an existing RIMOWA account, log in to lodge your return. Choose the product you wish to return. Select, print, and attach the designated pre-paid return shipping label on your parcel and deposit at a UPS Access Point for pick up.

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.

Contact

You can reach us by calling our Client Care team, using our contact form, or by emailing contact@rimowa.com.

MY RIMOWA

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.

We've gone to great lengths to make your experience on rimowa.com as secure as possible. Please check out our Privacy Policy for more information.

For more on our security, visit our Privacy Policy .

By registering your suitcase online you benefit from our global 5-year manufacturer’s guarantee in accordance with the conditions written in our guarantee manual. Register your RIMOWA here.

You can easily register your suitcase online at rimowa.com/myrimowa to benefit from our 5-year 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. 

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.

By creating an account with rimowa.com, you will be able to move through the checkout process faster, manage your personal information, register your RIMOWA to receive our 5-year manufacturer’s guarantee, view and track your orders in your account and more. Create your account here.

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.

Sign up on rimowa.com to receive the latest news and updates on luggage collections, special events, and collaborations.
You can locate your RIMOWA’s serial number on the outside of the frame near the hinge. Note that placement might vary depending on the model.

Brand & History

Learn all about RIMOWA's over century-long heritage here.

Career FAQ

Visit our Career section for any vacant position.

Packing Cubes

To remove dust or dirt, simply use a cloth dampened with clean water. Do not wash, dry bleach, tumble dry, iron, or dry clean.

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

 

 

Packing Cube Cabin

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 Check-In L would be: three Packing Cube L, five Packing Cube M, and five Packing Cube S.

 

 

Packing Cube Check-In L

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 Trunk Plus would be: two Packing Cube L, three Packing Cube M, and six Packing Cube S.

 

 

Packing Cubes for Check-In L

You are entitled to return your product purchased from the RIMOWA online shop or any RIMOWA store 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.
All RIMOWA Pcakcing Cubes came with a standard 2-year warranty.
Our packing cubes are made of recycled material in Vietnam.

iPhone Cases

The RIMOWA iPhone case for iPhone XS is compatible with iPhone X.

Yes, contactless payment does work while using all our Iphone Cases.

Our RIMOWA iPhone cases come with a 2-year global warranty.

To protect your RIMOWA iPhone case and ensure it remains in the best condition, please keep it away from extreme temperatures, acid and alkali.

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.

COVID-19 Service Changes

To ensure the health and safety of our communities, RIMOWA stores and repair centres are temporarily closed. However, RIMOWA.com continues to ship offering complimentary home delivery on all orders. Please note there may be slight delays.

 

Complimentary shipping will be offered on all orders placed before 11:59 PM ET on April 30, 2020.

All returns are still subject to our terms and conditions. This means you can still return your product(s) within 30 days of delivery. To do so please contact our customer service centre.

Moncler and RIMOWA

The show piece will only be sold by Moncler in very limited quantities.

 

RIMOWA will only sell the commercial piece. Except for the LED device, the commercial piece remains the same than the show one: same external design and included accessories (3 packing cubes, luggage charm and belt).

The new Moncler RIMOWA suitcase comes with a 5-year manufactures guarantee when registering your case online. Should you not register your case online, your suitcase will come with a 2-year warranty.

 

No guarantee or warranty will apply to scratches caused to the mirrored surface after purchase.

All accessories are covered by a 2-year warranty.

 

The brand that sold the suitcase is responsible for the 2-year warranty of the accessories within it.

 

You are entitled to two products per person.
You are entitled to return your Moncler RIMOWA luggage purchased from RIMOWA.com or any RIMOWA store within 14 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.

RIMOWA is responsible for any repairs or exchanges related to the suitcase's fixed standard components and LED base.

 

Moncler is solely responsible for repairs of the LED screen. Should a client request an LED screen repair or exchange at a RIMOWA store, the store can accept the item but must send it to Moncler for any repair or exchange.

 

Moncler is responsible for any defective travel accessory under legal warranty.

RIMOWA Eyewear

Clean using a damp cloth and a normal neutral detergent and dry with a soft clean cloth. Avoid the use of solvents such as alcohol and acetone and harsh chemical detergents that may damage the eyewear. When not in use, sunglasses should be kept in their case and stored at a temperature between -10°C and +35°C. Avoid exposure to sunlight in closed non-airconditioned environments (e.g. on a car dashboard) as the temperatures reached in these conditions may damage the eyewear and adversely affect its functioning. If the sun lenses suffer any wear and tear, becoming scratched or opaque, for example, we recommend replacing them with original spare parts.
You are entitled to return your RIMOWA Eyewear purchased from the RIMOWA online shop or any RIMOWA store within 30 days of receiving the merchandise for full reimbursement, provided the merchandise is complete, unused, and undamaged. Proof of purchase should be provided to be entitled to return your RIMOWA Eyewear. We can only accept return shipments from the same country to which they were delivered.
All returns, exchanges and/or repairs of RIMOWA Eyewear purchased at an optician must be handled directly by the optician.
Eyewear is not suitable for direct viewing of the sun or solar eclipses, protection from artificial light sources (e.g. solarium), driving at night or in conditions of poor visibility, or protecting the eyes from the risks of mechanical impacts. In the event of such an impact, the sunglasses themselves may break, causing injuries to the face and eyes.
Bridge Pilote Black, Crystal & red mirror, as well as and Bridge Square Black, Bridge Square Navy & Crystal / White Mirrored Square Sunglasses are the only RIMOWA Eyewear model compatible with corrective lenses.
Please contact our customer service centre to be informed of the nearest service partner
The RIMOWA Air optical collection is only available at selected opticians.

DIOR and RIMOWA

Yes, both the DIOR and RIMOWA Personal and Handcase come with a 2-year manufacturer’s guarantee.
DIOR and RIMOWA Cabin & Trunk Collection benefit from the same 5 years warranty as our core range when registering the suitcase online at RIMOWA.com or WeChat

RIMOWA Unique

RIMOWA UNIQUE is a customization service specially designed to add a personal touch to your RIMOWA Classic Cabin.

 

Discover how to make your suitcase unique by visiting the online configurator or inquire about customization options at your local RIMOWA store.

 

To customize your suitcase online, access RIMOWA UNIQUE here. Next, choose from a range of colorful options for wheels, handles and luggage tags.

Our customization service RIMOWA UNIQUE is designed for the RIMOWA Classic and allows you to perfectly color 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 Cabin or visit us in-store to choose from the entire Classic Collection.

US orders: for standard delivery, please expect 3-5 business days. If you choose express delivery, you can expect to receive your customized suitcase within 2-3 business days.

 

Europe orders: for standard delivery, please expect 2-3 business days. If you choose express delivery, you can expect to receive your customized suitcase within 2 business days.

 

Japan orders: you will receive your customized suitcase within 2-7 business days.

 

Please note that our warehouses are closed on major holidays, so orders placed on those days will be shipped the following business day.

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 !

 

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.

Yes, our customized 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 personalized with embossed text and/or symbols.

RIMOWA UNIQUE service is available at selected stores and online

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 1

 

 

Step 2 : Remove the standard wheels.

 

Step 2

 

 

Step 3 : Screw in the new wheels.

 

Step 3

 

 

Step 3

 

 

Step 4 : You’re done !