Where are your bags made?
All DEREN RICE products are made inhouse in our workshop in Gracia neighbourhood, Barcelona.
How do you ensure the quality of your bags?
We are very particular about quality. That’s why we take care of the production. We build our bags to last. Additionally, we offer a 2-year warranty on our products if there are any manufacturing defects
Are your bags vegan?
Yes they are! Our bags are 100% vegan from our future-leather material, down to our dyes and glues.
What are your bags made of?
Depend on the collection, we work with different types of materials. You will find all the specifications on each product page, on the tab Materials.
What does it mean if items are on pre-order?
When an item is on pre-order, it means that we are currently sold out of that style/color, but more are on their way. Pre-orders support our mission of sustainability by allowing us to gauge customer demand and not overproduce product.
When do I get charged for my pre-order?
At the time of purchase. With your purchase, your product is made to order and reserved just for you.
How long it will take to receive the my preorder?
On every product page, you will find the expect date delivery. (between 15 to 30 days).
Where is my preorder?
Please note that our pre-order ship dates are estimated. Since our pre-orders are made to order, there are occasionally production delays. We do our best to ensure your pre-order arrives to you within a timely manner.
Order & shipment
Do you use sustainable shipping materials?
Yes we do. We do not use any plastic on our packaging. You will receive your order inside a cardboard box.
Can my order be gift wrapped?
No it can’t, but you can add to your order a customized note for presents (at cart).
How should I dispose of my shipping materials?
The cardboard box is fully recyclable.
How long will it take for my order to arrive?
We ship orders Monday through Friday from our offices in Barcelona. Shipments made with UPS Express will take 48-72h to reach you, while UPS Standard could take up to 7 days.
How do I track my order?
You will receive an email notification and a tracking number as soon as your order has shipped. If you have an account, you can login to see the state of the order.
My package is lost!
If your package has been lost in transit, please email us at email@example.com. We will do our best to help locate it. However, after an order has been delivered to the provided address, we cannot be held responsible for lost or stolen packages.
Can I change my shipping address after my order has been placed?
If your order has been already processed and shipped we cannot make any changes. But in case the order has not been processed, please contact us ASAP to see if we are able to change it.
Can I change my billing address after my order has been placed?
The billing address cannot be changed after the order has been placed.
Can I cancel or change my order?
If your order is on preorder, please contact with us and will let you know if the product is already on production, therefore we do not guarantee changes or cancellations. Write to us at firstname.lastname@example.org and we will try to help but we do not guarantee that the modifications can be carried out.
Will I need to pay duties and taxes for international shipping?
Please refer to shipping rate information on our Shipping Info page. The price you pay to Deren Rice excludes any relevant additional import duties and taxes. As the recipient, you will pay these directly to our carrier to release your order from customs upon arrival. For more details, please contact your local customs office/respective tax authority.
Will my order be delayed at customs?
When international orders reach their destination country/region, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates.
Exchanges, returns & warranty
Can I change my order once it’s placed?
We can not make changes to an order or cancel an order once it has been placed.
What is your return policy?
You may return unused products, complete with hangtags and all original packaging, within 30 days of delivery of your order. To proceed with a return, please follow the instructions HERE. You are responsible for the return shipping costs. In case you want to exchange for any other colour or model, we cover the return expenses.
Do you offer a warranty on your products?
We guarantee every item made by Deren Rice. We offer a 2-year warranty on our products if there are any manufacturing defects. Our warranty does not cover any damage caused by neglect, improper care, accident, or normal wear and tear. If your product fails due to a defect in materials or workmanship, we will repair or replace it, at our discretion, free of charge. Outside of the warranty, we offer repair services at set fees. Our repair process generally takes 4-6 weeks from the date your Walk with me item is received. However, we strive to have your product back to you as soon as possible.
How do I return my order?
All items may be returned within 30 days of receipt for a full refund. Please follow the instructions HERE. The returned items need to be in unused condition and in their original packaging in order to receive full credit. If the items look used, they will not be accepted for return. We cannot assume responsibility if the items are lost or stolen. We reserve the right to refuse the return of any items if they do not meet the above requirements.
When will I receive the refund for my returned order?
Please allow up to one week from the date your return is delivered back to us for it to be processed. Once processed, your refund will post to your account within 3-9 days (depending on your payment method).
I have received faulty or defective items. What should I do?
It is our aim that every item arrives in perfect condition. If you received a faulty or defective item, please email us at email@example.com. Where possible, we will arrange for a replacement (subject to availability) or refund.
Will duties & taxes be refunded on return?
Any import duties, taxes or administration fees that are incurred on the order are non-refundable through Walk with me. Please contact your local customs office directly.