We currently ship within Europe. If you would like to make an order to be shipped in a different country outside Europe, please contact us at [email protected] and we will help you to be able to make your order. We will send you the available options for shipping freight and the information to complete your order.
Your order will be placed once you have checkout from our website. It takes for BG Berlin team 2 days to arrange the order. According to your location the standard shipping can take approximately from 2-15 days and if you have chosen express courier the delivery may take from 2-5 days. Once you have confirmed and paid you order we will send you your invoice via email and we will inform you the tracking information.
BG Berlin teams tries to arrange orders fast in a way to delivery the soonest possible, which means we aren’t able to make changes ocne your order has been placed.
Return & Exchange Policy
Sometimes things may not be as we planned and something might slip through. If you receive a product with a problem or we have sent you an order mistakenly, sent it back to us and we are happy to return, exchange or refund it within 30 days of your purchase.
To proceed with a return, you must begin by sending us an email to [email protected]
Please include the below :
- Email used when you made the purchase or the order number. If you don’t remember the email used please inform to us date of purchase and we will verify with your name and surname.
- In order to apply for any return, the products must be unused and cannot show any signal of use or kind of damage.
- Original BG Berlin Packaging – You shall send back the product with their original packaging and remember not to cut the hangtags.
- Products under Sale or promotion are non-returnable
Once you send us your email, our team will verify and if you are eligible, we will email you a prepaid return slip to you.
If you are not sure if your product applies to be returned, contact us and we will reply you with assistance.
The return shipping fee isn’t covered.
You can either return it by the Standard Shipping or Express shipping.
Please do provide us the tracking number so our team can track it and solve the matter the soonest.
We can refund to your original form of payment or if you wish we can exchange with another product from BG Berlin.
We will issue your refund as soon as we receive the product and we inspected
A refund process will take between 5-8 business days.
We do not offer refunds to anyone than the original purchaser.
BG Berlin luggage (Urbe – Shuttle – Enduro- Aerolite – Ultra Soft ) is protected by a 3 -year limited warranty
ZIP2 Luggage collection is protected by a 5-year warranty.
BG Berlin Metrobag and accessories is protected by 1-year Limited warranty
Limited warranty means if you have a malfunction we will check and we will fix or replace it. We will need from your side to send you an email at [email protected] with proof of the claim and we will reply back either to be fixed or replaced.
BG Berlin luggage exterior can be cleaned with a cloth with soap and water.
How does the Metrobag Backpack should be cleaned?
The Metrobag backpack is easy to clean. Either you can clean with a wet cloth or in case there is deeper stain you can take for dry cleaning.
BG Berlin Cabin-Size
The original number is 0-0-0. To setup your personal combination, follow these steps.
- Put the dial at its original number 0-0-0
- At the bottom of the lock, there is a button. Press the reset button with a tool until hear the “click” sound.
- Set your combination by turning the dial, for example 8-8-8
- Then push the botton towards the direction of the arrow and the reset button will be back when you hear the click sound. Now you have finished to set your personal combination.
- Please remember your personal combination by heart
You will see on our locks the TSA Logo (transportation Security Administration).
Customs authorities at the US may open each luggage as part of their security regulations process. They open the TSA –lock with a specific key and then lock it for security screening. Luggage and bags without a TSA Lock may be broken during the process.