Terms of service

1. GENERAL REMARKS

1.1   This Website is owned and managed by Ragbag ApS, Aaboulevarden 52, 2. Floor, 8000 Aarhus C, CVR: 38576267 (“RAGBAG”). Any reference to “you” or “yours” is a reference to any user of RAGBAG’s Website. Any reference to “we”, “us”, or “ours” is a reference to RAGBAG.

Should you experience any issues related to your order or to this Website, please contact our customer service:

Email: contact@ragbagstudio.com
Phone: (+45) 81 10 11 19
Post: Ragbag ApS, Att: Customer Service, Aaboulevarden 52, 2., 8000 Aarhus C, Denmark

 

1.2  Any purchase made on ragbagstudio.com, ragbagstudio.dk or ragbagstudio.de (“Website”) is subject to the provisions of our Terms.

1.3 If there are parts of these terms of service (“Terms”), that you do not understand, please contact our customer service at contact@ragbagstudio.com before placing an order. We kindly ask you to accept our Terms every time you shop with us. If you cannot accept our Terms, you will not be able to place an order on our Website.

1.4 You can review the most current version of the Terms at any time on this page. We reserve the right to update, change or replace any part of these Terms at any time by posting updates and/or changes to our Website. It is your responsibility to check this page periodically for changes.

These Terms were last updated on February 23, 2026.

1.5  In case of discrepancy, these Terms take precedence over any other agreement that has been entered into for specific cases.

 

2. TERMS OF PAYMENT

2.1 RAGBAG accepts the following means of payment: MobilePay, Visa/dankort, MasterCard, Apple Pay, Google Pay, American Express and Maestro.

2.2 When paying with international payment cards - such as Visa and MasterCard - the payment will be reserved on your account in accordance with the terms of your card, until we withdraw or reject the payment. No amount is reserved when paying with Dankort. If you pay with MobilePay, it is the payment card in the app that determines whether the payment is reserved. The amount will be debited from your card when the goods are shipped from our warehouse.

2.3 If several product(s) have been ordered in the same order and one or more of the product(s) cannot be delivered immediately, we will only deduct the payment for the product(s) when the product(s) are dispatched.

 

3. PRICING

3.1  We reserve the right at any time to modify the prices for our product(s) (or any part or content thereof) without notice at any time. We shall not be liable to you or to any third-party for any such modification.

3.2  The prices on the Website can be displayed in Danish Kroner (DKK),  Euro (EUR) or US Dollars (USD) depending on the country you are visiting from. You can select between the three currencies in the top right corner. The currency you will be charged in is determined by your delivery address.

3.3 All specified prices on our Website are including VAT and excluding shipping fees within the EU. If you are located outside the EU, you may be subject to import taxes and duties, that you will be required to pay. Please note that local import duties vary by country and region. These taxes are to be paid by you as a customer. If you reject the parcel due to local duties, the parcel will automatically be returned to RAGBAG. These fees or charges are excluded from RAGBAG’s responsibility, as we have no control over additional fees and duties related to customs clearance. If you are residing outside of the EU, you may need to inquire at your local post office or customs authority for more information regarding any import duties or taxes that could affect your online purchase.

3.4 All prices are current prices. The price stated at the time of order placement is the price applicable to the purchase. RAGBAG is not responsible for typographical errors, pricing errors, changes in VAT or tax, sold-out items or courier delivery failure.

4. DELIVERY

4.1  RAGBAG sends packages with GLS in Denmark and uses FedEx, UPS, or DHL for all international destinations. All shipments are insured, and Track & Trace information is emailed to you upon dispatch.

4.2  Products will be delivered to the agreed destination provided by you at the checkout on the Website. Shipping costs may vary and will be displayed during the checkout process. We offer free standard shipping on all orders above 100€. For further information about shipping, please refer to shipping and returns.
Your goods will be delivered Monday to Friday. The time of delivery depends on the country in which the delivery takes place, and the courier used.

4.3  Please note that the risk of loss of or damage to the goods passes to you after delivery. If the package appears to be damaged, you should refuse to receive the goods. If you wish to file a complaint for defects with the products, you are required to give notice to us. Please read under clause 8.

4.4  If your order consists of several products, we retain the right to make separate deliveries. Separate deliveries can be necessary if certain products are delayed or out of stock at the time of your order. You will be informed if your order is subject to separate deliveries. You will not be charged with additional delivery costs for separate deliveries.

 

5. ORDERS AND ORDER CONFIRMATIONS

5.1  The Website is open 24 hours a day but can be closed due to maintenance. We try to keep such maintenance during night time. Orders placed during the weekend or public holidays will be processed the following working day. 

5.2 You must be at least 18 years old to place an order on the Website and must possess a valid credit card accepted by us. If you are under 18, you must have a legal basis to enter into a purchase agreement with us.

5.3  We retain the right to cancel your order of purchase without being liable to damages in any of the following cases:

  • Payment information provided is incorrect or insufficient.
  • Your order has been placed with fraudulence, or the order has been placed in connection with an illegal activity.
  • Due to an inadvertent error on the Website, e.g. an error in the payment processing system.

5.4  An agreement for the purchase of our product(s) can only be entered into via the Website. We cannot process orders placed in emails, phone calls, letters, or fax.

5.5 When you order products on the Website, you will be able to correct or delete products as well as your own information until you complete the order. Your order will not be completed until payment has been successfully processed – from that moment, you are bound by the order and the agreement it constitutes, along with these Terms.

5.6  Once you’ve placed an order, you’ll receive an online order confirmation. If you haven’t received this confirmation within 1 hour, please contact us. You will also receive a new email on the day your order has been shipped. If you’d like to receive a new copy of your order confirmation, please contact our customer service.

5.7  If you do not agree with the order confirmation, you must notify customer service immediately. What’s listed in the order confirmation is valid unless you object immediately upon receipt of the order confirmation, as RAGBAG will ship the products within 1-2 days after the order is received.

 

6. RETURNS AND CANCELLATION RIGHTS

6.1 You have the right to cancel your order without justification within 14 days of the date on which you, or any of your designated third parties, comes into physical possession of the product(s). If several different products have been ordered in a single order but delivered individually (i.e. separate deliveries), the right to cancellation expires 14 days after the day you receive the last product(s).

6.2 To exercise the right to cancel your order and return the product(s), you must use our return and claims portal and register your return.  

6.3 You may also use the standard cancellation form provided by law, which is available here, but it is not mandatory.

6.4 Returns should be sent to:

Ragbag ApS, Aaboulevarden 52, 2nd floor, 8000 Aarhus C, Denmark.

Please note your order reference number on the parcel so that we can easily identify your order. If you use our return portal, this will be automatically included and sent to the correct address.

6.5 Upon receiving your order, you’re only allowed to handle the product(s) to a degree that allows you to determine their nature, characteristics and use. You’re liable for any decrease in the value of the product(s) due to handling other than what’s necessary to determine its nature, characteristics and use. In other words, the product(s) can be tested and tried in the same way you would if you were to try it on in a physical store. If the product(s) have been tested and tried in a manner exceeding the description above, we will consider it to be “used”, which means that if you cancel your purchase, you can only get some or none of the purchase amount refunded, depending on the commercial value of the product(s). We consider used product(s) to be of no commercial value. As such the product(s) you return must be in the same condition as it was received. If you break the packaging or use the product(s), you will lose your right to cancellation after clause 6.1.

6.6  You’re responsible for the product(s) from the time of delivery, and when returning it you’re responsible for ensuring that the product(s) are packed properly. Please note that we do not accept returns through pick-up points. We recommend that you retain the postal receipt as proof of delivery to the courier.

6.7 Upon return of the product(s), we will refund payments received from you related to the specific order and product(s), subject to the deduction of the return shipping costs. The refund will happen as soon as possible and no later than 14 days after the returned product(s) has been received. We may retain the refund until we have received the products, or you have provided us with sufficient proof of the return.

6.7.1 For customers residing outside the EU and EEA, the available remedies are limited to a refund or a gift card with an additional discount, depending on the specific situation.

6.8 We will make the refund to the same means of payment as you used when completing the original transaction - unless you have specifically agreed to something else.

6.9 For further information about returns and shipping costs, please refer to shipping and returns.

  

7. RETURNS FROM OUTSIDE THE EU

7.1 For customers residing outside the EU, a commercial invoice will be sent via email. You must include this commercial invoice in the return parcel when shipping your product(s) back to us. If the commercial invoice is missing from your parcel, there is a risk that it will be returned to you.  

8. WARRANTY

8.1 We offer a 24-month warranty in accordance with the Danish Sale of Goods Act if you purchase a product from our Website and the product suffers a defect. A defect could be, for example, a material or manufacturing fault or receiving incorrect products. However, normal wear and tear or damage caused by yourself is not considered a defect. This means that you can either have the product(s) repaired or exchanged, or you can get your money back or receive a discount, depending on the specific situation.

8.2 If you believe that a product you purchased from our Website is defective, please use our return and claims portal to submit the issues at hand. Submit the claim within a reasonable time after discovering the defect. If you contact us within 2 months of discovering the defect, your complaint will always be considered timely, provided you submit it before the end of the 2-year warranty period. If the complaint is justified, we will reimburse your reasonable and necessary shipping costs within a reasonable limit. Therefore, please retain your receipt. Should you experience any issues, please reach out to contact@ragbagstudio.com

8.3 We kindly ask that you describe the problem as thoroughly as possible and, if applicable, include photos of the defect. If we need to examine the product, it must be sent to the address provided in clause 1.1. The product must be sent in secure packaging.

8.4 In the case of shipping damage, we kindly ask that you notify us as soon as possible in any case. If you can already ascertain the defect at the time the carrier delivers the package, you should refuse to receive the product.

8.5 We will cover the costs incurred with returning the products of a faulty or incorrect product. You are obligated to file a complaint within reasonable time for any faulty products. If a defect that you discover, or should have discovered, is not immediately notified in writing to us, it cannot be claimed later.

The warranty does not cover in cases of:

  • Faulty storage or use contrary to the products instructions.
  • Changes made to the products by anyone other than RAGBAG. 
  • Errors, damages, or wear directly or indirectly resulting from incorrect use, poor maintenance, as well as natural acidity in the skin.

8.6 When we receive a complaint from you, we will investigate the matter as soon as possible. You are required to return the product to us. If the product is not covered by the warranty, you are responsible for the costs associated with returning the faulty product.

8.7 For customers residing outside the EU and EEA, the available remedies are limited to a refund or a gift card with an additional discount, depending on the specific situation.


9. COMPLAINTS

9.1   If you want to make a complaint about your purchase or RAGBAG’S procedures, you are welcome to contact us at contact@ragbagstudio.com. Please give us full details including your order reference number as well as your full name and contact details.

9.2 In the event that no resolution can be reached regarding your claim, you may pursue the following options for lodging a complaint:

9.2.1 You can submit a complaint about a product to the Danish Consumer Complaints Board, Nævnenes Hus, Mediation Team for Consumer Complaints, Toldboden 2, 8800 Viborg, via the Complaint Portal for Nævnenes Hus. The Mediation Team will attempt to resolve the dispute through mediation. If no resolution is reached, you may bring the complaint before the Consumer Complaints Board. As a general rule, lodging a complaint is contingent upon the condition that the product in question must have had a purchase price of no less than DKK 1,110 and no more than DKK 100,000. A fee is required to have your complaint processed.

We invite you to contact us first if you have any complaints.



10. COOKIES & PRIVACY POLICY

10.1  Please read our Privacy Policy that explains how we use the personal data that you provide in connection with the ordering procedure, and your use of the Website in general.

10.2  The Website uses cookies for the purpose of optimizing the Website, marketing, and its functionality, making the visit as easy as possible for you. For more information, please review our cookie policy.

11. MISCELLANEOUS

11.1  Notwithstanding any conflicting terms in the basis of the agreement, RAGBAG is not liable to the customer for non-fulfillment of obligations which can be attributed to force majeure. The freedom of responsibility exists as long as force majeure exists. Force majeure is considered to be circumstances which are beyond the control of RAGBAG and which RAGBAG should not have foreseen when entering into the agreement. Examples of force majeure are unusual natural conditions, war, terror, fire, flood, vandalism, and labor disputes.

11.2  We do our best to keep the Website updated and to ensure that prices, offers, instructions, and descriptions are correct but misspellings, errors in prices, offers, descriptions, and other information can happen. In the event of such errors, we reserve the right to cancel your order if it was evident or should have been evident to you that a mistake had occurred, such as an incorrect price or description.

11.3  We are entitled to transfer any claim, rights, and obligations under the agreement of purchase to a third party. The transfer is, of course, conditional on the basis that the level of service you receive isn’t in any way deteriorated. In case of such transfer, we will notify you directly. By accepting these Terms, you consent to such possible future transfer. At the same time, you accept that from the time we have given you such notice of transfer, your rights can only be asserted towards the incoming third party.

11.4 If one or more of the provisions in the Terms are declared fully or partially invalid, the remaining provisions still apply.


12. APPLICABLE LAW AND JURISDICTION

12.1  These Terms are governed and construed in accordance with Danish laws.

12.2  Disputes concerning the interpretation or application of these Terms shall be settled as determined under clause 9, above, or ultimately by the courts. As a consumer you may bring proceedings against us in the courts for the place where you are domiciled.