FAQ

Here you'll find answers to the most frequently asked questions. For further information, please use our contact form .

AN ORDER

Can I have my order delivered to a DHL Packstation?

We can deliver to a Packstation. Please enter your postal code under Company (optional), the Packstation under Street and the Packstation number under House number for your delivery address.

Example:

- Name: Max Mustermann

- Company: 62548623

- Street: Packstation

- House number: 352

- Postal code: 81929

- Location: Munich

How can I complain about my product?

We are very sorry if you have received a faulty item from us. Before you return the item to us, we ask you to send a photo of the fault and a brief description of the fault to info@rugsak-backpacks.de. Please also include the order number, which can be found on the delivery note or in your order confirmation, to enable us to quickly assign your complaint. We will get back to you as soon as possible to clarify everything else.

PAYMENT

We offer these payment options:

The following payment methods are available in our online shop:

- Credit card

- PayPal

- Invoice with Klarna

- Sofortüberweisung by Klarna

- eps transfer

- Google Pay

- Apple Pay

Further information on the respective payment options can be found under Shipping & Payment.

shipping

Which shipping service provider do you use to deliver?

Our orders are shipped with DHL GoGreen. As soon as your package has been shipped, you will receive the tracking number from us by email so that you can track your delivery.

How much are the shipping costs?

Within Germany and the EU, shipping is free for orders over 39,- €.

The shipping costs for orders under the value of €39 are €3.90 within Germany and €8.90 within the EU.

Is it possible to have my order delivered again?

If you are not available in person when the delivery is made, you will usually receive a notification from DHL. Your order will then be available for collection at the nearest post office for 7 working days. You will need your official photo ID (e.g. ID card) to collect the order.

If the order is not picked up or cannot be delivered successfully, the package will be returned to us. A new delivery is only possible if you place a new order.

RETURN & REFUND

How can I return my order?

You can return your order to us within 30 days. For orders from Germany we provide you with a free return label. Simply write us an email at info@rugsak-backpacks.de or use the contact form.

When will I get my money back for my return?

As soon as we receive the return shipment safely, we will refund your money within 14 days.

Can I exchange my item?

If your item is not the size or color you wanted or is different than you imagined, you can make use of your 30-day cancellation period and return your order to us.

Unfortunately, an exchange for another product is not possible. To do so, we ask you to place a new order.

PRODUCT INFORMATION

Where are your backpacks made?

Our backpacks are developed in Germany and manufactured in southeast China. We have personally inspected and selected the factories on site and visit them regularly. We are convinced that these are manufacturers with professional working conditions. All manufacturers have contractually committed to us to comply with labor law requirements. In addition, all manufacturers are audited every year by BSCI and Sedex, among others.

You can find further information about the production here .

What is the best way to wash my backpack?

Our products can be easily cleaned with a sponge and detergent.

If that is not enough, our products can also be machine washed inside out on a gentle cycle. However, we cannot guarantee this, as upholstery, colours, impregnations etc. could suffer. Please note that different products behave differently:

You can find further information on the Care Instructions page.

Is there a guarantee on your products?

Yes, our RUGSAK guarantee. It is valid for two years from the date of purchase.

If something breaks, just send us a photo of it. That's usually enough for us. Then we'll take care of your replacement without any hassle.

Please simply contact us via email at info@rugsak-backpacks.de .

Do you offer a repair service?

If your beloved product has a defect after a period of 6 months, please contact us via email at info@rugsak-backpacks.de .

We will be happy to check the possibility of a repair for you and will inform you of the next steps by email.