FAQ

Orders and delivery

Where do you ship from?

All orders are shipped from our base in Bayreuth, Germany, to addresses in the UK.

How much does delivery cost?

Delivery is free on every order, with no minimum spend.

How long will my order take?

We dispatch within 1–3 business days, and delivery takes 4–8 business days after that. Most orders arrive within 5–11 business days.

Will I pay customs or import charges?

Our prices include UK VAT. For orders up to £135, there is nothing extra to pay on delivery. For orders over £135, any import VAT and customs duty are paid by us, so you will never be asked to pay anything on delivery.

How can I track my order?

When your order is dispatched, we’ll email you a tracking number from DHL, UPS.

Can I change or cancel my order?

Email us as soon as possible. If your order hasn’t been dispatched yet, we’ll change it or cancel it with a full refund.

Returns and refunds

What is your returns policy?

You can return any item within 30 days of delivery, and return postage is free. See our Refund & Returns Policy for details.

How do I start a return?

Email info@rassen.shop with your order number and we’ll send you return instructions within 1–2 business days.

When will I get my refund?

Within 14 days of us receiving your return, to your original payment method.

Can I exchange for a different colour?

Yes. Tell us which colour you’d like when you start your return, and we’ll send it free of charge, subject to availability.

My bag arrived damaged or isn’t what I ordered. What should I do?

Email us within 30 days of delivery with your order number and a photo. We’ll send a replacement or give you a full refund, and the return is free.

Payment

Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. The options available to you are shown at checkout.

Is payment secure?

Yes. Payments are processed by Stripe over an encrypted connection, and we never see or store your full card details.

Do you offer cash on delivery?

No, all orders are paid online at checkout.

Our bags

What are your bags made of?

Each product page lists the bag’s materials, features and dimensions. Our current range includes quilted nylon and faux leather (PU) bags.

How should I care for my bag?

Wipe it gently with a soft, damp cloth and let it air dry. Keep it away from direct heat and long periods of strong sunlight, and store it stuffed with paper to help it keep its shape.