Основы покупок
Where does BG Berlin ship to?
We currently ship within Europe. For orders outside of Europe, please contact us at contact@citrusandktma1.com. Our team will assist you by providing available international shipping options and guiding you through the ordering process.
Сколько времени занимает доставка моего заказа?
Once your order is placed through our website, it takes approximately 2 business days for the BG Berlin team to process and prepare it for dispatch.
- For orders within Cyprus, we ship using Akis Express Pick-Up Service. The estimated delivery time is 1–2 business days, depending on your location.
- For orders within the European Union (EU), delivery typically takes 7–15 business days, depending on your destination.
You will receive an email confirmation with your invoice and tracking information once your order has been dispatched.
Могу ли я отменить или изменить свой заказ после того, как он был размещен?
We aim to process and dispatch orders as quickly as possible. For this reason, modifications or cancellations cannot be made once the order has been placed.
Платежи
What payment methods are accepted?
We accept the following payment methods:
- Visa
- Mastercard
- PayPal
- Apple Pay
- Revolut
Доставка и возврат
How much does shipping cost?
We offer free shipping to the EU, UK, and US.
For all other locations, the shipping cost is calculated at checkout and may vary depending on the delivery address and shipping method selected.
Do you ship to P.O. Boxes?
Unfortunately, we do not ship to P.O. Box addresses.
Политика возврата и обмена
How do I make a return?
If you’ve received a faulty item or the wrong product, we’re happy to offer a return, exchange, or refund within 30 days of your purchase.
To initiate a return:
- Эл. адрес contact@citrusandktma1.com with your order number or email used at purchase. If unavailable, provide your purchase date, full name, и surname.
- Ensure the product is unused, in original condition, and includes all original packaging and hangtags.
- Sale or promotional items are non-returnable.
- If your return is eligible, you will be notified and provided with instructions to return the product using one of our approved carrier services.
Return shipping fees are not covered, and you may choose either standard or express shipping. Please provide the tracking number once shipped.
Do you offer refunds?
Yes. Refunds are issued to the original form of payment after we receive and inspect the returned item. The refund process typically takes 5–8 business days.
Please note: Refunds are only issued to the original purchaser.
Would you prefer an exchange?
We’re happy to assist with an exchange request within 30 days of your purchase.
Please contact us at contact@citrusandktma1.com. Returned items must be in original packaging and condition.
To learn more, please visit our Return & Exchange Policy Page or contact us at contact@citrusandktma1.com.
Гарантийная политика
BG Berlin products come with a limited warranty covering manufacturing defects:
- Luggage Collections: 3-year limited warranty (Except ZIP2 & ENDURO Collection)
- ZIP2 Collection: 10-year limited warranty
- ENDURO Collection: 10-year limited warranty
- Backpacks & Accessories: 1-year limited warranty
This warranty applies to functional defects under normal use and does not cover transit damage, wear and tear, misuse, or unauthorized repairs. Transit damage should be reported immediately to the carrier, who is responsible for compensation. BG Berlin can assist with documentation for claims.
To learn more about our warranty or to submit a claim, please visit our full Warranty Policy Page or contact us at contact@citrusandktma1.com.
Spare Parts
Can I purchase spare parts?
Yes, please contact contact@citrusandktma1.com with your request, and our team will gladly assist you.
Product Cleaning
How should I clean BG Berlin luggage?
Clean the exterior of your luggage using a soft cloth, soap, и water.
How should I clean the Metrobag backpack?
The Metrobag backpack can be cleaned with a damp cloth. For deeper stains, we recommend dry cleaning.
Cabin Size
Is BG Berlin luggage cabin-size approved?
Yes, all our collections comply with IATA cabin-size standards. Specific dimensions are listed in each product’s manual.
Замок TSA
How do I set up my TSA combination lock?
- Set the dials to the default combination 0-0-0.
- Use a small tool to press the reset button (small square button) on the lock until it clicks.
- Set your desired combination (e.g., 8-8-8).
- Push the lock button in the direction of the arrow until the reset button returns to its original position with a click.
- Important: Memorize your new combination.
How do I know if my lock is TSA-approved?
Look for the TSA logo on your lock. TSA-approved locks can be opened and re-secured by airport security personnel using a special key, reducing the risk of damage to your luggage.
Wholesale Inquiries
Interested in selling BG Berlin products?
We’d love to hear from you! Please email contact@citrusandktma1.com for wholesale information and partnership opportunities.
Связаться с нами
Остались вопросы?
Feel free to reach out to us at contact@citrusandktma1.com — our team is here to assist you.