Shopping Basics

Where does BG Berlin ships to?

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.

How long does it takes my order to arrive?

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.

Can I cancel or change my order after it has been placed?

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 once your order has been placed.


What Payment Methods Are Accepted?

  • Visa
  • Mastercard
  • Paypal
  • Apple Pay
  • Revolut

Shipping & Returns

How much is shipping?

You can check directly the shipping cost on the checkout form.

Do you ship to P.O Boxes ?

Unfortunately we do not ship to P.O box addresses

Return & Exchange Policy

How do I make a Return?

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:

  1. 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.
  2. In order to apply for any return, the products must be unused and cannot show any signal of use or kind of damage.
  3. Original BG Berlin Packaging – You shall send back the product with their original packaging and remember not to cut the hangtags.
  4. 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.[

Do we do Refunds?

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.

Do you prefer an Exchange?

We are happy to assist you with an exchange request within 30 days.

Email us at [email protected].

Keep in mind the product must be returned as originally packed and condition.


Does BG Berlin product have warranty?

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 contact@bgberlin with proof of the claim and we will reply back either to be fixed or replaced.

How can I buy a Spare Part?

Yes, you can send us your request at [email protected] and we will be gladly to help you.[

Products Cleaning

How should BG Berlin Luggage should be cleaned?

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

Is BG Berlin Cabin-Size approved?

Yes, all our collections are cabin size approved according to IATA standards.

On each manual you can find the specific size per collection.

TSA Lock

How to set up BG Berlin TSA combination lock?

The original number is 0-0-0. To setup your personal combination, follow these steps.

  1. Put the dial at its original number 0-0-0
  2. At the bottom of the lock, there is a button. Press the reset button with a tool until hear the “click” sound.
  3. Set your combination by turning the dial, for example 8-8-8
  4. 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.
  5. Please remember your personal combination by heart

How do I know if my lock is TSA-Approved?

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.


I’m interested selling BG Berlin products in my store. How do I learn more?

We are happy for your interest at BG Berlin. Please send us an email at [email protected] and we will get back to you for wholesale information.


Still have questions?

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