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Answers to important questions

You can find a list of frequently asked questions here. If your question has not been answered, we will gladly help you. Feel free to contact us.

CUSTOMER SERVICE

What represents customer service for Rusty von Racker?

In accordance with our slogan „the best or nothing“, we provide the best customer service. We will gladly help you in resolving any problems or issues. Your satisfaction is our top priority. We accept your comments and suggestions. We are looking forward to you!

How can I contact Rusty von Racker?

You can send us an email at any time. Our email address is info@rustyvonracker-manufactory.com. If you want to talk to us in person, you can reach us from Monday to Friday from 10 am to 6 pm CET on 0 28 45 – 60 89 500.

How will I know about new products and designs?

We will keep you informed of what is happening at Rusty von Racker: new designs, new products, promotions, exclusive promotions, etc. Sign up for our free Newsletter. If one day you wish no longer to receive our Newsletter, you can easily unsubscribe with just one click. Do not worry: we will not permanently clog your mailbox with annoying messages. Click here for Newsletter sign up.

PRODUCT INFORMATION

What is so special about the products?

We combine lifestyle, design and aesthetics with the highest quality and ethical transparent production. We do not tolerate superficiality. The best or nothing. In order to show you that we mean what we say, we give you an insight into the whole chain of production.

Why does Rusty von Racker pay attention to ethical and environmental aspects of products?

Our slogan is „the best or nothing“. This slogan applies to all areas of our company and the entire chain of production. We do not want to use any raw materials in manufacturing of our products, without being sure that in e.g. no child labor was used in extraction of those materials. We also do not want to use environmentally harmful materials or materials of animal origin. Why? Because it is in accordance with our beliefs and we simply cannot do otherwise. More about the subject here.

Where can I find detailed information about the products?

We try to give you as much information and details about our products as possible. We give you an insight into the entire production: from product development to used materials and manufacture. Take a virtual tour of our production. If you want to know more, please let us know.

How and where are the products manufactured?

Our product manufacture is transparent. We manufacture exclusively in Germany. We have carefully selected our partner companies.

ACCOUNT INFORMATION

What are the advantages of having an account at Rusty von Racker

If you create an account at Rusty von Racker, you will have following advantages:

-        You can always monitor the status and details of your order.

-        Your address is saved for future orders

Can I make an order without creating an account?

Yes. You can log-in as guest. All payment methods are also available here.

How do I register to Rusty von Racker?

To create an customer account at Rusty von Racker please click on „account“ button at the top right. You will be taken to a registration page. Please fill out the mandatory fields with * and choose a password. To log – in to Rusty von Racker you will need password and your email address. Now click on „register“ button to complete the registration.

A confirmation email will be immediately sent to your email address. In this email you will find a link to click on in order to confirm your registration. Registration is completed.

I forgot my password. What now?

Click on the button „my account“ in the top right corner and then the „forgot password“ button in the log-in window. Here you can send an email request for a new password.

How can I change my personal information?

You can easily change your personal information by yourself and at any time. Log – in into your account (top right button „my account“). Here you can manage and update your personal information.

Can I delete my account?

Yes. If you want to delete your account, send us an email on info@rustyvonracker-manufactory.com from registrated email address. You have to write that you want to delete your account. You will receive then a confirmation email. We would appreciate if you would state reasons for deleting the account. It is the only way we can improve ourselves.

What happens to my personal information then?

Upon termination, we will delete your account personal data. However we are legally obliged to store personal data from shop orders.

ORDER AND PAYMENT OPTIONS

How can I order?

You can order easily 24 hours a day in our online shop. You can register and create an account for this purpose. Orders can be made without registration as well. After the order is made you will receive an order e-mail confirmation.

What payment methods are there?

You can choose from the following payment methods: Paypal and bank transfer.

Is there a minimum order amount?

No. We make all your wishes true.

Can I change or cancel my order?

If you did not receive shipping confirmation email and the order has not been marked as „shipped“, you can change order details. Upon shipping confirmation applied will be distance selling regulations. All details related to this subject can be found in our category Cancellation policy.

Where can I buy Rusty von Racker products?

For a list of our partners and retailers click here here.

Do I get a payment receipt for my order?

Payment receipt comes with the package. When sending a gift package, the payment receipt is sent separately.

SHIPPING AND DELIVERY

How much are the shipping rates?

Shipping in Germany is free. You can find information about international shipping here.

How long does the delivery take?

We give our best so that you receive your order as quickly as possible. Orders usually leave our warehouse no later than the next working day. The average delivery time for shipments in Germany by our logistics partner DHL is 2 – 3 days. You will receive an email with track code to monitor the shipping status online.

How does Rusty von Racker pack items for shipping?

We make sure that the packing materials are enviroment friendly. Our filling is made of 100% recycled paper, which has been awarded „The Blue Angel“. Food bowl are wrapped into a custom made felt bags (made from organic cotton felt). They prevent package damage in transit and after unpacking you can use them for storing all sorts of personal belongings and create order in your wardrobe. Our shipping boxes match the content – just as big as they need to be. Thus, storage space of delivery vehicles is used optimally.

Do I receive a delivery confirmation with tracking code?

You will receive an email with the tracking code. You can monitor the status of your shipment online on the DHL website.

Can I send ordered items to a different address?

Yes. When making an order select a different delivery address and state whether the payment receipt should be sent separately.

Do you offer gift packages?

We can send your order without payment receipt to a requested address. Gift packages are not available at the moment.

Does Rusty von Racker ship in all countries?

Yes. If you live outside Europe, first you must contact us so that we could give you information about shipping rates and other possible costs (e.g. customs).

I did not receive my delivery, although the delivery time already elapsed

Please check the status of your shipment with the shipment tracking code you have received in the shipping confirmation email. If it does not help, send us an e-mail on info@rustyvonracker-manufactory.com. We will make sure that the package arrives to you as quickly as possible.

RETURN AND CANCELLATION POLICY

How can I cancel my order?

More about the subject can be found in our cancellation policy. The cancellation letter can be found here.

I do not like the item. What now?

Within the period of 14 days from the delivery date, you can return the ordered items without stating the reasons for your withdrawal. More about the subject can be found in our cancellation policy.

How can I return an item?

If you decide to return an ordered item, you should request in e-mail a return shipping label. You simply attach the label to your package and leave it at DHL/post office. We will pay the return shipping charges. We do not accept unstamped packages. You can send us your stamped packages directly to our address: Rusty von Racker Manufaktur, XXXXXXX.

How can I get my money back?

If your package returns undamaged, we will refund the purchased price and any other costs. More about the subject can be found in our cancellation policy.

Do I have a right on warranty?

Yes. We offer you a warranty period of 6 months starting from the date of purchase. In addition, we give you after the first warranty period of 6 months another warranty in a period of XX months for the integrity of the food bowls and cups glaze, for functioning of scarves and pillows. If you would like to use this type of warranty, send us an email on XYZ@rustyvonracker-manufaktur.de

PRIVACY POLICY

What does Rusty von Racker do with my personal information?

The safety and privacy of your personal information are our top priority. This is the only way to gain your trust. More about the subject can be found in our privacy policy.

Does Rusty von Racker give my personal information to third parties?

No! We do not give personal information to third parties. More about the subject can be found in our privacy policy.

OTHERS

Ich interessiere mich für eine Zusammenarbeit mit Rusty von Racker. Wen kann ich hierzu kontaktieren?

Wir sind immer auf der Suche nach Kooperationspartnern. Wir freuen uns, wenn Sie uns ihre Idee für eine gemeinsame Kooperation vorstellen. Bitte senden Sie ihre Anfrage an service@rustyvonracker-manufaktur.de. Wir werden uns schnellstmöglich mit Ihnen in Verbindung setzen.

Wenn Sie Händler sind, und unsere Produkte vertreiben möchten, finden Sie nähere Information auf unserer Seite Händler.