🚛 Shipping & Delivery
Learn how we ship from Germany — fast, global and reliable.
How long does delivery take?
• Germany: 1–2 business days (UPS Standard), 1 day (UPS Express)
• EU countries (e.g. Austria, Netherlands, France, Spain, Italy): 2–3 business days
• Switzerland, United Kingdom, USA, Canada: 2–5 business days
• Other countries: 2–6 business days
What are the shipping prices?
• Germany: €4.95 (Free over €50)
• EU: €7.95–€10.95 (Free over €75)
• Switzerland: €14.95 (Free over €75)
• UK: €13.95 (Free over €75)
• USA & Canada: €39.95 (Free over €125)
• Prices for all other countries are auto-calculated at checkout
• See full shipping rates here
Which shipping carrier do you use?
We ship worldwide using UPS for fast and reliable service.
Can you deliver to Packstation addresses?
No, we cannot deliver to DHL Packstations as we ship exclusively with UPS.
My tracking hasn’t updated — is there a delay?
Sometimes tracking takes a while to refresh. If it hasn’t updated after 3+ business days in Germany or 5+ elsewhere, contact us — we’ll look into it.
My package is marked delivered, but I haven’t received it.
Sometimes parcels are left with a neighbour or at a UPS Access Point. Please also check your mailbox for a delivery slip. Still can't find it? Contact us right away — we’ll help track it down
Do you ship worldwide?
Yes, we deliver globally from Germany.
View country list & rates →
Can I combine multiple orders into one shipment?
Yes, if they haven’t shipped yet. Contact us ASAP and we’ll do our best to bundle them.
🔄 Returns & Refunds
Start your return or learn how our refund process works.
How do I return my order?
Start your return: Return Portal →
Log in with your email → Select your order → Choose items to return → Provide reason → Submit.
- Germany: Free UPS return label
- EU (e.g. Austria, France, Spain, Netherlands, Italy etc): You arrange and cover return shipping
- Non-EU (e.g. Switzerland, United Kingdom, USA, Canada etc): Returns not possible
Where can I drop off my return?
At any UPS Access Point. The closest drop-off address is on your return label.
Can I exchange an item?
No direct exchanges — simply return your item and place a new order.
When will I receive my refund?
After receiving and approving your return, we’ll refund within 2 working days.
Do I get shipping costs refunded when I return my order?
Yes, if you’re in Germany or the EU and returning the entire order.
What’s the return address?
Fashion in the City GmbH
Im Hammereisen 27b,c
47559 Kranenburg
Germany
I received a damaged or incorrect item. What now?
We’re sorry! Contact us with your order number, short description, and photos. We’ll sort it out right away.
My refund hasn’t arrived yet.
Please allow up to 2 business days after approval. Still waiting? Contact us via Live Chat.
What is your return eligibility?
Items must be:
– Unused and unworn
– In original packaging with all tags
– Returned within 30 days
– Accompanied by proof of purchase
Can I return from outside the EU?
Unfortunately, no — we do not accept returns from countries outside the European Union.
This includes the UK, Switzerland, the USA, Canada, Australia, and all non-EU destinations.
Only customers within the EU (e.g. Germany, France, Netherlands, Spain, etc.) can return items, following our return guidelines.
🧢 Products & Availability
Get answers about sizing, restocks, and product features.
Are the caps adjustable?
Yes! All Robin Ruth caps are adjustable and designed to comfortably fit most head sizes.
Where can I find the size of a bag or any other product?
You’ll find size details on each product page under “Specifications.” If missing, just reach out via Live Chat — we’ll be happy to assist.
Will this product be restocked?
About 80–85% of our items are limited edition and won’t be restocked. This keeps our collection fresh and exclusive — so grab your favourites while they’re still available! That said, if you're really looking for a past item, contact us — we’ll see what we can do.
🧵 Defects, Replacements & Spare Parts
Received something broken? We’ll make it right.
My item is defective — what should I do?
Send us a photo and description via Live Chat. We’ll offer a suitable solution.
I bought an item in a physical store and it’s damaged.
Please contact the store where you made the purchase. They handle in-store purchases.
Can I get a spare part (zipper, strap, etc.)?
We don’t offer official spare parts, but contact us — we’ll try to find a solution.
🎁 Discounts & Payments
How to apply your discount or pay your way.
How can I redeem my discount or voucher code?
Enter your code during checkout in the "Discount Code" field.
My discount code doesn’t work / I forgot to enter it. What now?
Contact us immediately. We can usually help, but discounts can’t be applied retroactively once an order is completed.
What payment methods do you accept?
We accept Visa, Mastercard, Klarna (including Pay Later), PayPal, and more. Options may vary depending on your country and registration.
My preferred payment method isn’t available — what can I do?
Get in touch! We’ll do our best to offer a solution that works for you.
📦 Order Issues & Account
Need to cancel, track or edit your order? Start here.
How do I cancel my order?
Orders are processed quickly — usually within 30 minutes. If your order hasn’t been shipped yet, we’ll do our best to cancel it.
If it’s already on its way, you can still return it once it arrives using our return process. Just reach out via Live Chat.
Can I change my order or address?
Yes — but only within 30 minutes of placing your order during our working hours (weekdays 9AM–5PM CET).
If it’s a weekend or outside those times, there’s usually still enough time before it’s processed. Contact us on Live Chat as soon as possible and we’ll do our best to help.
How do I track my order?
Use the tracking link in your shipping confirmation or click “Track Order” via Live Chat.
Where can I find my order number?
It’s in your confirmation email and starts with “#FITC”.
How do I delete my customer account?
Send us a request via Live Chat and we’ll take care of it securely.
🤝 Wholesale & Influencers
Work with us as a retailer or a creator — let’s connect.
Do you sell wholesale?
Yes!
– Retailers in Germany or Austria: Wholesale Sign-Up →
– International: Contact us on Live Chat for bulk orders.
I want to collaborate or promote Robin Ruth.
We love working with creators! Reach out via Live Chat or the contact form.
💬 Still need help?
Still need help? Get in touch with our Customer Support.
What’s the best way to contact you?
Use our Live Chat (Mon–Fri, 9AM–8PM CET) for fast replies.
You can also leave a message outside these hours — we’ll get back to you within 24 hours.
Alternatively, email us at support@robinruthshop.com or use our Contact Form →