Frequently Asked Questions

Rill & Rowan is an online store focused on a curated collection of premium garment bags for suits, dresses, coats, and occasionwear. Our products are designed to help protect clothing during storage, business trips, weddings, events, and travel. The store is operated by Bertbaum Internet GmbH and serves customers in the United Kingdom through rillandrowan.com.

Rill & Rowan is operated by Bertbaum Internet GmbH, a company registered in Germany. Company number: HRB 174930 B. Registered business address: Torstr. 156, 10115 Berlin, Germany.

Approved returns are sent to:
Rill & Rowan
Warsall Rd
Sharston
Wythenshawe
Manchester M22 4RH
UK

Please contact support before sending any item back so we can confirm the correct return instructions for your order.

We currently sell premium garment bags made for wardrobe storage and travel. Each product page includes the product name, price, available imagery, material information, dimensions or size guidance where available, care details, shipping information, return information, and support details.

Our garment bags are intended for items such as suits, dresses, coats, shirts, and occasionwear. Please check the dimensions and product details on the specific product page before ordering, because those details are the source of truth for the item you choose.

Materials can vary by product. Each product page describes the material, finish, lining, closure, and care details where available, so please review the specific product page before placing your order.

Always follow the care information shown on the product page for the item you order. As a general rule, keep garment bags dry before storage, avoid overloading them, and clean them only as instructed for the specific material.

We aim to show product colours clearly, but colours can vary slightly depending on screen settings and lighting. Review all product images before placing your order.

Rill & Rowan currently ships throughout the United Kingdom.

We offer free UK shipping on all UK orders, with no minimum purchase.

Orders are typically processed within 2-3 business days, Monday to Friday. After processing, estimated transit time is 4-9 business days, Monday to Friday. Total estimated delivery time is 6-12 business days. The order cutoff time is 18:00 UK time.

We do not ship to PO boxes, military addresses, or restricted areas. Some orders may also be affected by carrier or United Kingdom-specific restrictions.

Delivery times are estimates and can be affected by carrier delays, incorrect address information, public holidays, severe weather, or other circumstances outside our control. If there is a significant delay, we will contact you using the email address provided with your order.

Contact us as soon as possible at support@rillandrowan.com. We will work with the carrier to investigate and find a reasonable solution.

We have a 30-day return policy. You have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags, in its original packaging, and accompanied by the receipt or proof of purchase.

Contact us at support@rillandrowan.com before sending anything back. If your return is accepted, we will provide return instructions. Returns are accepted by mail only. Items sent back without first requesting a return will not be accepted.

Customers are responsible for return shipping costs unless the item is defective, damaged, or the wrong item was received. We do not charge a restocking fee.

The fastest way to get a different item or size is to return the item you have, and once the return is accepted, place a separate order for the new item.

We will notify you once we have received and inspected your return. If approved, the refund will be issued to your original payment method within 7 business days. Your bank or payment provider may need additional time to process and post the refund. If more than 10 business days have passed since we approved your return, contact us at support@rillandrowan.com.

We accept Visa, Mastercard, Maestro, American Express, UnionPay, Shop Pay, Apple Pay, and Google Pay where available at checkout.

All prices are listed in GBP unless otherwise stated at checkout.

Rill & Rowan uses Shopify's secure checkout. Payment information is encrypted during checkout using SSL technology. We do not receive or store your full card number.

Email support@rillandrowan.com or call +44 7426 910474. Customer support is available Monday to Friday, 09:00-17:00 UK time.

If your message is about an existing order, include your order number, the email address used at checkout, and a clear description of the issue so our support team can help faster.