If you experience any issues during your rental, such as damage, a missing part, or another unexpected problem, please contact our support team as soon as possible. We'll work with you to find the best possible solution.

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What if I have a problem during my rental?

If you have any questions about your booking or need assistance before, during, or after your rental, please contact our support team. You'll find the relevant contact details in your booking confirmation and on the booking platform.

If you have any questions about your booking or need assistance before, during, or after your rental, please contact our support team.You&apos;ll find the relevant contact details in your booking confirmation and on the booking platform.

Who do I contact if I need help?

Submit your request through our contact form, and we’ll get back to you by email shortly.

Opening hours (CET), Monday–Friday: 10:00–14:00 
(closed 11:30–12:00)

Dbjourney

Rentals Support

Rental FAQs

Purchasing bags for resale / modifying

I can't track my order

My order got canceled - why?

Can I cancel or change my order?

I'm missing an item from my order

I've received the wrong item(s)

Orders

Shipping & Order Processing

What's the delivery time?

Do I have to pay customs or taxes?

What countries do you ship to?

Can I ship an order to a military address?

Can I ship an order to a PO-box or use a forwarding company?

Shipping

I want to return my order

Returning more than one box – How do I get extra return labels?

Can I exchange my product into something else?

I am waiting for my refund

Returns

Klarna FAQ

What payment options do you accept?

My payment has been declined

I need a VAT-invoice

Payment Information

Are the bags waterproof?

Which bags can be used with the hook-up system?

Will my laptop fit?

Where are the bags made?

Which bags are carry-on approved?

Can I wash my bag?

General

Ramverk Backpack Pro vs Ramverk Backpack

Backpacks

General info Ramverk™ Alu

What is aluminum luggage?

Why choose aluminum over other materials?

Will my aluminum suitcase scratch?

How should I care for my aluminum luggage?

Is aluminum luggage less durable because it scratches?

Does the warranty cover scratches or cosmetic wear?

What does the warranty cover?

Should I expect differences compared to other DB luggage?

Is aluminum luggage right for me?

Ramverk™ Alu

Where can I buy the surf board bags?

What's the difference between the surf bags?

Surf

How to pack and attach the Snow Roller to the 60L/90L Roller Bags

Snow Roller 70L VS Snow Roller Pro 127L

Which gear is suited for the Snow Pro Backpack 32L?

Snow

Checking in the Hugger Roller Bag 90L

Changing the Essential TSA Lock security code

Wheeled Luggage

What is The Db Presets?

How do I download The Db Presets?

The Db Presets

Which pack bags should I go for?

Do I need a laptop sleeve inside the laptop compartments?

Accessories

Product info

Why is my gift card or voucher issued in NOK? Will it work in my local currency?

How does this affect my purchase if I shop in another currency?

Why does my gift card or voucher show as NOK during payment, even if I’m shopping in another currency?

What should I do if my gift card does not apply to full value?

Is this a known issue, and is it being fixed?

Will I be refunded if the currency conversion leads to a loss in value?

Gift Cards & Vouchers

Warranty: Submit a claim

Warranty: Bag damaged during a flight

How to claim back money from the airline company

Spare Part: Snow Roller Detachable Handle

Spare Part: Chest Strap Replacement

Warranty & Spare Parts

Product availability

Can I become a reseller?

Retailers

How do I access my Pro discount?

Can I combine my Pro discount with other offers?

Are all products eligible for Pro pricing?

Can I purchase products for friends, family, or colleagues?

How often do I need to renew my membership?

Pro Program FAQs

Why do I need to reset my TSA lock before sending in my product?

Which market can I shop Db Resale from?

What is Db Lost & Found?

Are Resale items covered under warranty?

Can I return a resale item?

Are resale items cleaned or refurbished?

What condition are resale items at Db Lost & Found in?

Resale

When will my order arrive?

Can I change my shipping address?

I need to change the content of my order

Where's my order confirmation?

Can I use a forwarding company?

Can you ship express/expedited?

Let's return your resale product

I am having issues at checkout

I forgot to enter my voucher code

Suspicious of fraud?

Resale FAQs

Do you accept trade-in from all markets?

What is Db’s trade-in program?

How do I initiate a trade-in?

What items are qualified for trade-in?

What condition should my item be in?

How do I prepare the item for trade-in?

What happens if my item is damaged or lost during shipping?

What happens to my product if it is not accepted?

What is the return policy for traded items?

Trade-In

How do we grade your trade-in item?

How is the trade-in value determined?

How we determine the value of your item/property

How and when will I receive my voucher?

Can I apply my voucher toward a new purchase?

Can I apply my voucher toward a new purchase on Lost & Found?

Payment and Credits

Shipping information

Is shipping provided for trade-in items?

How to pack my item for shipping?

Shipping and Handling

What happens to my item after trade-in?

Can I get my item back if I change my mind?

What if my item is re-evaluated at a lower value?

Post-Trade-In Concerns

Do you accept trade-ins from businesses or institutions?

What if my item is damaged or non-functional?

What happens if the wrong product is sent?

Special Cases and Exceptions

Can I still use my gift card or voucher?

Who do I contact for help?

Trade-In FAQs

Where can I have my items repaired?

Will my repairs be visible?

Can I request a repair if I bought my Db item on lostfound.dbjourney.com?

Can I send in multiple items at once?

Can I send in my item without using your repair form?

What if you can’t repair my item after I’ve sent it in?

How do repairs work?

How do I start a repair?

How do I prepare my item for repair?

What items can I send in for repair?

Where are repairs carried out?

I can’t find the repair I need in the dropdown, what should I do?

What kind of issues can you fix?

Do I need to clean my item before sending it in?

My product is dirty. Can you clean it?

Repairs

My item is still under warranty. What happens when I get a repair?

My item is no longer under warranty. Do I get a warranty on the repair?

Do you offer repairs under warranty?

Do you offer warranty on repairs?

Do I need to send in my item for a warranty claim?

Warranty

What if the confirmed price is higher than the estimate?

How much do repairs cost?

Pricelist

How long will my repair take?

Do I have to pay for shipping?

What happens if I cancel the repair?

Cancellation

My item was damaged during a flight and cannot be repaired, can Db issue a certificate?