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Here you'll find every information about our Ergobag online shop. Simply navigate yourself through the different topics to find the answer you're looking for.
Our Customer Happiness Team is available for help, in case you still have unanswered questions.
Shipping & Delivery
Information on delivery time & shipping costs
We do everything we can to ensure that your ergobag products arrive at your home as quickly as possible. If individual items have a longer delivery time, your order will be shipped as soon as all items in your order are in stock. If you choose to pay in advance by bank transfer, the delivery time depends on the receipt of payment on our account. The expected delivery time to the respective countries and the shipping costs can be found in the menu below.
DHL: 3-5 working days after receipt of payment - 4.90 €
Free shipping from 29.00 €
The shipping of the Kletties through our partner "Caseable" is only available in the following countries: Germany, Austria, Italy, France, Netherlands, Sweden, Denmark and Ireland.
DHL or DPD: 4–6 working days – 9.90 €
free over 39.00 €
DHL or DPD: 4–6 working days – 9.90 €
free over 39.00 €
DHL or DPD: 4–6 working days – 4.90 €
free over 49.00 €
DHL or DPD: 4–6 working days – 9.90 €
free over 99.00
DHL or DPD: 4–6 working days – 4.90 €
free over 199.00 €
DHL or DPD: 10-12 working days – 14.90 €
free over 199.00 €
DPD: 3-5 days – 14.90 €
free over 199.00 €
For deliveries to Switzerland, additional value-added tax, duties or other charges such as customs clearance costs may occur. These costs are not included in the goods or shipping costs for end customers and may have to be paid by you to a third party when the goods are imported. The value-added tax is calculated based on the taxable value of goods – which consists of cost of goods, shipping costs, customs clearance costs and duties. For detailed information on the customs duties, please visit the TARES calculator of the Swiss Federal Customs Administration at https://xtares.admin.ch/tares/login/loginFormFiller.do .
DHL or DPD: 4–6 working days – 14.90 €
free over 199.00 €
DHL or DPD: 4–6 working days – 9.90 €
free over 199.00 €
Did you know that the packaging and shipping costs do not only include the actual shipping costs? Transport insurance, the cost of shipping staff and packaging are also included. If you have any questions or suggestions, please do not hesitate to contact us.
Returns
If the product does not meet your expectations, you have the option of returning it to us within the return period* of 30 days (except for caseable GmbH license Kletties).
After receiving your return, you will be refunded using the same payment method that you used to pay for your order. Please note that a direct exchange is unfortunately not possible.
*This does not affect your statutory right of withdrawal. The details of the statutory right of withdrawal can be found under § 4 of our terms and conditions.
Returns from Germany and Switzerland are free of charge.
(1) Please print out the following form and enclose it with your parcel.
(2) Print out the return slip and stick it on your package.
Returns outside Germany and Switzerland are at your own expense.
(1) Please print out the following form and enclose it with your parcel.
(2) In this case, send the return with sufficient postage to:
FOND OF GmbH - Returns B2C
c/o dadada GmbH
Heinrich-Barth-Strasse 16
53881 Euskirchen
Germany
If you are not satisfied with your license Klettie, please contact caseable GmbH, who are responsible for returns and complaints about the product. You can find information at: https://caseable.co.uk/policies/terms-of-service
Right of withdrawal
In addition to its statutory rights, FOND OF grants you a voluntary return guarantee of 30 days from receipt of the goods, provided that they are complete and in the same condition as when received. You can also withdraw from the contract after expiry of the 14-day revocation period (see revocation instructions under § 4 of the General Terms and Conditions ) by returning the goods within 30 days of receipt (period begins on the day after receipt of goods) to
FOND OF GmbH - Retoure B2C c/o dadada GmbH Heinrich-Barth-Strasse 16 53881 Euskirchen
Timely dispatch is sufficient to meet the deadline. (2) Until the expiry of the deadline for the statutory right of withdrawal, only the statutory conditions listed there apply. (3) If you return goods in accordance with the voluntary return guarantee, we will refund the purchase price.
Complaints & Spare Parts
If you discover a defect in your product within the guarantee or warranty period, please send us an e-mail with a photo of the defect and the invoice to: info@ergobag.de. We will process your request and get back to you as soon as possible.
In case of defective or lost buckles or spare parts please send a photo of the broken part as well as your shipping address to: info@ergobag.de. If in stock, we will send you the needed spare part by post free of charge (even outside the guarantee period and without proof of purchase). The spare parts are sent by letter post with Deutsche Post, therefore there is no tracking number. After dispatch, the delivery takes approx. 4-5 working days.
Payment with credit card
You can pay conveniently and securely by credit card. We accept Visa and MasterCard credit cards.
Your data will be transmitted encrypted via SSL, which makes your purchase with us safe due to this high security standard.
When completing the order, a 3DS authentication is used (Verified by VISA, MasterCard Secure Code). This type of authentication ensures the particularly secure execution of transactions on the Internet via special encryption procedures.
No additional software is required for this. You will be automatically redirected to the page of your bank for payment processing. To complete the order, please follow the steps indicated there.
If you receive an error message, this may be due to the following reasons:
- The 3D Secure Code is not correct
- The bank has not authenticated the credit card
- The credit card limit is not covered
If in doubt, please contact your bank or our customer service.
Payment with PayPal
If you would like to pay via PayPal, you will be redirected to PayPal at the end of the order process.
Here you can log in to your existing PayPal account, register as a guest or open a new PayPal account and make the payment.
After successful payment you will be redirected back to our order overview and can complete your order. Your payment will usually be credited to our account within a few minutes and your order will be processed immediately.
Please note that by using Paypal you agree to the terms and conditions of PayPal and therefore accept the processes of Paypal.
Payment in advance
If you select the payment method "Prepayment", your order will be processed after receipt of payment.
The items will remain reserved for you until we receive your payment (maximum 10 days).
Please state your order number in the reason for payment when making your transfer. You will find this in the order confirmation, which you will receive by e-mail after purchase (it may take a few minutes until this e-mail arrives).
Our bank details:
Account holder: FOND OF GmbH
Bank: WGZ BANK
IBAN: DE45 300 600 100 000 228 030
BIC: GENODEDDXXX
Warranty conditions
Our warranty terms apply individually for each country. Learn more on our warranty terms for the EU and Switzerland. For further information on other countries please contact us: info@ergobag.de
FOND OF GmbH provides a two-year warranty on material and workmanship for all backpacks from the date of purchase. The warranty is valid within the territory of the European Union and Switzerland.
The legal warranty rights of the buyer (replacement, withdrawal or reduction as well as damages if applicable under Section 437 et seq of the German Civil Code (Bürgerliches Gesetzbuch or BGB)) are not limited under this warranty but may be exercised independently of this warranty against the retailer (seller).
If the buyer finds material or manufacturing defects within the two-year warranty period and returns the product to the retailer or directly to FOND OF GmbH prior to expiration of the warranty, FOND OF GmbH will correct the defect or replace the product with a defect-free product. FOND OF GmbH has the right to decide on the nature of the corrective action. FOND OF GmbH will cover all costs incurred in correcting the defect as such but no other costs that may arise in connection with the warranty claim, such as transport or shipping costs for example.
The warranty does not cover normal wear and tear or damage caused by improper handling, accidents or extreme temperatures. Also excluded under the warranty are the accessories listed below, which are subject only to legal warranty rights: sports backpacks, sports bags, gym bags, hard pencil cases, soft pencil cases, rain capes, Styler boxes, TripleFlex folder boxes, folder boxes, laptop cases, drinking bottles, neck pouches, pencil cases incl. contents, safety sets, Kletties, wallets, goodie bags.
In the event of a warranty claim, the warranty period is not extended for a further two years. The warranty is always valid for a limited period of two years calculated from the date of purchase.
When filing a warranty claim, the buyer must submit a purchase receipt from the retailer (invoice or cash register receipt) indicating the date of purchase. Technical modifications to the product may be made without notice.
Warranty conditions
General and warranty
We, FOND OF GmbH, grant a two-year manufacturer’s warranty on the workmanship and material of all ergobag school bags from the date of purchase. You can extend the warranty period up to two additional years, by filling out and sending us the form linked in our ergobag Online Shop (www.ergobag.de) under »Service (Warranty)« within the first two years from the date of purchase. The warranty applies within the EU and Switzerland and within the personal scope if you, as a consumer, have purchased a ergobag school bag within the meaning of Section 13 of the German Civil Code. Your statutory rights as a consumer in the event of defects (subsequent performance, withdrawal or reduction as well as, if applicable, damages in accordance with Sections 437 et seq. German Civil Code) are not limited by this warranty, but can be asserted against the respective dealer (seller) independently and free of charge. If you identify material or processing defects within the warranty period and return the ergobag school bag to the respective dealer or directly to us before the warranty expires, we will rectify the defect in question or replace the ergobag school bag with a defect-free product. We make the decision on how to remedy the defects. We will cover the costs incurred for rectifying defects as well as any shipping costs incurred. We will not assume any other costs that may also arise in connection with the warranty claim, such as costs for shipping packaging. The warranty does not cover normal wear and tear and damage caused by improper handling, accidents or extreme temperatures. All accessories of the ergobag school bags to which only the statutory warranty rights apply are excluded from the warranty, in particular: Leisure backpacks, duffle bags, gym bags, pencil cases and rolls incl. filling, rain capes, folder boxes, drinking bottles, neck pouches, hangies, kletties, zippies, school cone, umbrellas and reflective stickers. Please note that the ergobag school bag may deform due to external influences such as a washing cycle in the dishwasher or washing machine or strong force from above, such as sitting on it, causing it to lose its stability. In addition, the deformed body can lead to the inability to open/close your school bag (pack/cubo/maxi/cubo light) properly. In these cases, our warranty does not apply, as it is a case of incorrect handling. In the event of a warranty claim, the warranty period will not be extended. The warranty is always valid from the date of purchase and is limited to the two- or four-year term calculated from the date of purchase.
Making a warranty claim
In the event of a warranty claim, please contact us as the guarantor:
FOND OF GmbH Vitalisstraße 67 50827 Köln info@ergobag.de +49 (0) 221 9567 3230
To make a warranty claim, you must first provide details of your ergobag schoolbag by e-mail, telephone or directly using the online contact form provided. These details include the proof of purchase (invoice or receipt), a description of the damage, photos of the damage and the personal address of the applicant. Approximately 1–2 working days after submitting the form, you will receive a reply from us by e-mail in which the warranty case is qualified and the further procedure is explained.
Procedure in the event of a warranty claim
If all the necessary information is provided, you will receive a return label from us to return the ergobag school bag to us in the original box or suitable packaging. The school bag will be inspected and repaired approx. 1–2 working days after receipt of the return. If the defect in the product is irreparable, you will be contacted again by e-mail and informed of your right to a replacement product. If the inspection shows that there is no valid warranty claim, we will return your ergobag school bag to you free of charge.
Product advice
Do you have questions about our products or need help choosing the right ergobag model?
Our various services offer you support at all times and help you to answer all your questions about our products.
Dealer search & appointment service
Would you like to get advice from one of our specialist dealers on site? Use our retailer locator to find a retailer near you. You can also use our dealer search to make an appointment with one of our specialist dealers quickly and easily. Simply enter your zip code, select a retailer and book an appointment.
Questions and answers about our models
This year we not only worked on new designs, but also gave all our models a general overhaul. Here are the most important questions and answers.
We questioned our models in terms of functions, listened to our little wearers and decided as a result: We want to make our school bags even better. One change concerns the side pockets, which before the fall-winter 2022 collection were purchased items and could be attached with a zip. The pack and cubo models now have firmly sewn-on side pockets.
The products now have a new practical feature with the side pockets. Due to additional material and the rising raw material prices worldwide, we had to raise the prices in some cases.
The components in the sets have remained the same, but since the 2022/23 collection, the side pockets have been firmly sewn on. If you choose a pack or cubo from the previous season, you will also receive a side pocket set, thus retaining a certain flexibility.
Since the cubo light model does not have any firmly sewn-on side pockets, we include these with the set so that you can zip them on. So you have no disadvantage compared to the cubos and packs, which have sewn-on side pockets from the 2022 autumn/winter collection.
Our product development team has not only designed new, great colors, but also completely overhauled all our models. The result of the pack is a complete facelift with a newly designed floor pan, which triggers an ergonomic advantage. We have optimized smaller and larger components on the entire carrying system. This applies in particular to the shoulder strap, the hip belt and the back plate. The goal, namely even more comfort and better fit and ergonomics, has thus been achieved. We have also integrated a compartment in the pack's lid for further organization and added a second loop for hangies.
Our zip sets are primarily used for better visibility, which is why they are only available in selected colors and do not match all of our backpack designs.
Normally we add a date when the respective school-backpacks will be available again. You can also subscribe to our Stock Alert and you will then receive an email notification of availability. Of course there are also discontinued models, these will not be returned to our shop, but could still be available from our dealers.
It can happen that the side pockets don't hold up if they are loaded too heavily.
Notes & Labels
Here you will find all the legal disposal instructions and labels for our products.
CE Label
The CE label is an indication that a product has been tested by the manufacturer and that it meets all EU-wide requirements for safety, health and environmental protection.
Operating instructions
To use the product, it is necessary to read the accompanying operating instructions.
WEEE-Label
The appliance must not be disposed of in household waste. Note on environmental protection: From the date of transposition of the European Directive 2012/19/EU and 2006/66/EC into national law, the following applies: electrical and electronic equipment as well as batteries and accumulators must not be disposed of in household waste. and electronic devices as well as batteries and accumulators must not be disposed of in household waste. The consumer is legally obliged to return electrical and electronic equipment as well as batteries at the end of their service life to the public collection points set up for this purpose or to the points of sale. The return is free of charge. All electrical and electronic equipment placed on the European market must be marked with this symbol. The symbol of the crossed-out wheeled bin indicates that the appliance must be disposed of properly at the end of its working life. If the appliance and its accessories have been disposed of, take this manual to the If the unit and accessories have been disposed of, dispose of this manual as waste paper. With recycling, material recycling or other forms of recycling of old appliances/batteries, you are making an important contribution, as valuable metals are contained and can thus be reused. In this way you contribute to the protection of our environment.
Battery Label
Diese Batterie darf nicht mit dem Hausmüll entsorgt werden. Das Symbol der durchgestrichenen Mülltonne ohne Balken weist darauf hin, dass die Batterie am Ende ihrer Lebensdauer ordnungsgemäß entsorgt werden muss. Sofern Batterien und Akkumulatoren zerstörungsfrei vom Altgerät getrennt werden können, sind diese separat zu entsorgen. Bei der Entsorgung sind offen liegende Kontakte von Batterien vollständig mit einem Stück Klebeband zu verdecken, um Kurzschlüsse zu verhindern. Auch wenn Batterien leer sind, kann die enthaltene Restenergie bei einem Kurzschluss gefährlich werden (Aufplatzen, starke Erhitzung, Brand, Explosion).
Lithium Battery
Attention! Coin battery, contains lithium.
Age restriction from 3 years
Caution! Not suitable for children under 36 months due to small parts which may be swallowed, choking hazard.
Contact
Our Customer Happiness Team is available for you from Mon.-Fri. from 9:00 - 18:00.
Should you have any other questions or concerns, we are of course also available by email to info@ergobag.de or by phone at +49 221 956 73 230.
If you have any questions about your order, please include your order number if possible. You will find this in your order confirmation email.
