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#FREQUENTLY ASKED QUESTIONS
> HOW CAN I CONTACT YOU?
The fastest way is to write us an email on the most relevant address :
I haven't placed an order yet & I need informations or advices. Contact your advisor.
I am a customer, I placed an order and I have some questions. Contact your advisor.
We will do our very best to answer your query A.S.A.P, hopefully just a few minutes later!
> HOW MUCH DO YOU CHARGE FOR THE SHIPPING?
Shipping is FREE for UK.
There is a fee for islands that may vary. If you'd like to be delivered in your country but can't find it in our system, just send us an email and will come back to you with a solution : firstname.lastname@example.org
> WHAT IS THE USUAL DELIVERY TIME?
There's always a minimum delay of 1 to 10 days before we dispatch your bag, please look at the status of the bag you want to buy, some bags are in stock, these will be dispatched within the next working day, some are not in stock and will take up to ten working days to be dispatched .
Once dispatched, the delivery travel time for your bag will be approximatively 4 days.
Please contact us if you are worried that your bag is taking too long to reach you, we will look into it for you and make the necessary calls to find out where you bag is : email@example.com
> WHAT CARRIER DELIVERS THE PARCEL?
Your bag will be handled by Parcel Force or UPS.
They both offer a secure delivery with a tracking number available.
The parcel will need to be signed for, so pick an address where someone will be available, it can be your place of work.
> CAN I TRACK MY ORDER?
Yes, your tracking number should be sent to you through an automatic email when the parcel is shipped.
If you can't find it, you can always contact us to obtain it : firstname.lastname@example.org
We'll even be more than happy to give you a direct answer on the status of the parcel.
> CAN I CHANGE MY MIND?
Absolutely, after receiving your bag, you have 30 days to swap it for another one or ask for your money back.
We are confident with the quality of ours bags, however, if it doesn't suit you we'll take the return of your bag in charge.
> IS THERE ANY GUARANTEE TO COVER THE BAG?
Yes there is. We offer a 2 years warranty on our bags.
This covers manufacturing faults exclusively and means we will send you a new bag to replace the faulty one if the old one can't be repaired by our workshop.
This rarely happens but know that you are covered if ever your bag gives up on you !
> CAN I FIND THE RUITERTASSEN BAGS IN PHYSICAL SHOPS IN THE UK?
Yes you may but we are independent from them and don't keep an updated list of which shop as don't know what model or collection they'll have in store.
Only ruitertassen-shop.co.uk will offer all the official Ruitertassen collection.
> DO YOU HAVE A PHONE NUMBER?
We work exclusively through email because it allows our customer service team to be more organized and effective.
However for any special matter that you think can't be resolved or answered by email, you can reach an advisor by email and ask him to call you back. Remember it might still be easier for him to answer through email if he needs to send you a tracking number, or a web URL for example.
> CAN YOU PERSONALIZE MY BAG BEFORE I BUY IT?
Unfortunately we can't put a name or message on the leather.
It sounds quick and easy but the process can't be implemented in our chain.
We are focused on the bags and their quality.