Frequently Asked Questions (FAQ)

Find quick answers to the most common questions about ordering, shipping, returns, and our products. If you can't find what you're looking for, our customer service team is always happy to help.

Orders & Payment

Q: How can I place an order?
A: Simply browse our collection, select your desired product and quantity, and click "Add to Cart." Proceed to checkout, where you will enter your shipping details and payment information to complete your purchase.

Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, MasterCard, American Express), PayPal, and other popular local payment methods.

Q: How do I know if my order was successful?
A: You will receive an order confirmation email immediately after your purchase is complete. If you don't see it, please check your spam or promotions folder.

Shipping & Delivery

Q: How long does it take to process my order?
A: All orders are processed within 1-2 business days (Monday-Friday, excluding German public holidays) before being handed over to the shipping carrier.

Q: What are my shipping options and costs?
A: We ship from our warehouse in Berlin, Germany.

• Germany: Standard (2-4 business days) - FREE over €50, otherwise €4.99.

• European Union: Standard International (2-8 business days) - €13.99.

• International: Standard International (4-14 business days) - €19.99.

Q: Can I track my order?
A: Yes! Once your order has shipped, you will receive a shipment confirmation email with a tracking number and a link to follow your package's journey.

Q: Do you ship internationally?
A: Yes, we ship worldwide. Please note that customers outside the EU are responsible for any applicable customs duties, taxes, or fees, which are not included in the item price or shipping cost.

Returns & Refunds

Q: What is your return policy?
A: We offer a 30-day hassle-free return policy from the date you receive your item. The item must be unused, in its original packaging, and with tags attached. We offer free return shipping and there are no restocking fees.

Q: How do I start a return?
A: Please contact our customer service team at hello@rucksacc.com to initiate a return and receive instructions and a free return label.

Q: How long does it take to receive my refund?
A: Once we receive your returned item, our team will inspect it and process your refund within 14 days. The refund will be issued to your original payment method.

Q: Do you offer exchanges?
A: We currently do not offer direct exchanges. To get a different item, we recommend returning the original product for a full refund and placing a new order for the item you want.

Products & Care

Q: What are RuckSacc bags made from?
A: We use high-quality, durable materials designed for urban life, such as water-resistant polyester, nylon, and premium vegan leather. Specific material information is available on each product page.

Q: How do I clean and care for my bag?
A: For most of our bags, we recommend spot cleaning with a damp cloth and mild soap. Allow it to air dry thoroughly. Please refer to the care label included with your product for specific instructions.

Q: Are RuckSacc bags waterproof?
A: Our bags are made from water-resistant materials, which will protect your belongings from light rain and splashes. However, they are not fully submersible waterproof.

Contact & Support

Q: What is the best way to contact customer service?
A: The fastest way to reach us is via email at hello@rucksacc.com. You can also call us at +49 176 6453216 during our business hours (Mon-Fri, 9:00 AM - 5:00 PM CET).

Q: Do you have a physical store?
A: RuckSacc is currently an online-only retailer. This allows us to keep our prices competitive while maintaining high quality. Our business and fulfillment address is Columbiadamm 9-11, 10965 Berlin, Germany.