Support
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.
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.
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
Visit any one of our RIMOWA stores to purchase a gift voucher. To find your nearest RIMOWA Store click here.
Shipping & Delivery
Payment
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. .
Repair & Care
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.
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.
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.
Brand & History
Learn all about RIMOWA's over century-long heritage here.
Career FAQ
Visit our Career section for any vacant position.
Never Still bags collection
CARE INSTRUCTIONS:
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
This line is made in Italy with a combination of premium materials :
- Cotton and nylon canvas, with water repellent treatment
- Full grain cowhide leather
RIMOWA Personal
RETURN POLICY :
Standalone store purchases:
All RIMOWA products can be returned for a credit note if the product is new and in perfect condition in a standalone RIMOWA store in the same country of the original purchase. Products must be returned within 30 days of purchase with the submission of the original receipt.
E-commerce purchases:
Customers are entitled to return their purchases on RIMOWA online shops within 30 days of receiving the merchandise for full reimbursement, provided that the merchandise is complete, unused, and undamaged. Please note, we only accept return shipments from the same country to which they were delivered.
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.
- Avoid prolonged contact with materials that may transfer colour pigment onto the leather.
- Keep away from humidity and protect it from direct sources of heat and sunlight as the colour of the leather may fade.
- If the leather gets dirty or in case of superficial stains, wipe with a soft and light-coloured cloth.
- Remove dust or dirt from the polycarbonate shell with a cloth or non-abrasive sponge dampened with clean water.
- Remove stubborn or sticky residue from the polycarbonate shell using a simple alcohol like Isopropyl alcohol.
Each Personal has an individual serial number printed on the inside of the frame. This is a great way to verify your item is a RIMOWA original.
We're currently evaluating the possibility of launching an aluminium version of the Personal with the same functionalities as the version in polycarbonate.
Packing Cubes
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
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.
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
DIOR and RIMOWA
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.
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 !