Orders are typically shipped within 7 business days on average from Korea.

Please note that dispatch schedules may varies depending on warehouse capacity and logistics conditions at the time of shipment.

Depending on product characteristics and packaging methods, items may be shipped separately in the following cases

• Trunks cannot be shipped together with other products and are dispatched in a separate box.
• Purchased items and free gifts may be shipped separately.
• Trunk sets (e.g. 20-inch + 27-inch) are shipped in a single box, with the smaller trunk packed inside the larger one.

In-store collection is not available.
All orders placed through the official website are delivered via courier service. Store pick-up and same-day courier services are not provided.

Your order details will be sent to you via email.

If your order has been made, it cannot be changed. Please cancel it and make a new order to change any option.

If you used a discount code, you will need to request a new code, as the original one cannot be reused.

The fastest way to get what you want is to return your item and place a new order once the return is accepted. Please contact at Contact page to request a return.

Confirmation emails are usually sent shortly after you place your order. If you don’t see it right away, it may be due to high order volume during a new launch or promotion.

If you still haven’t received your confirmation email within 24 hours, please contact us

Orders are shipped via UPS.

Delivery fees vary depending on the destination country, product size, and the weight. The final shipping cost will be displayed at checkout before payment is completed.

Customs duties and import taxes are not included in the checkout amount. Any applicable charges will be determined by the local customs authority upon arrival in the destination country.

Orders are processed and shipped within 5 business days after payment is completed. Delivery times vary depending on the country of delivery, but usually take 5-10 days.

Once your order ships, you will receive an email with tracking information. Delivery times may vary depending on the shipping method, carrier delays, weather, or other conditions beyond our control.

We’re unable to change your shipping address or modify your order once it has been packed. Please double-check your address during checkout to avoid delivery issues. Email requests for address changes cannot be guaranteed.

We are not responsible for lost or undelivered packages due to incorrect or incomplete shipping information provided at checkout.

If your item is defective, damaged, or received the wrong model, contact us immediately at [email protected] with photos of:

• The damaged part of the product
• The invoice you received via email.

We will review your case and send a reply promptly.

To help avoid duplicate charges for customs duties and shipping, we’re unable to accept exchanges or returns due to a change of mind. Please review your order carefully before completing your purchase.

Items purchased directly from us are not eligible for exchange and can only be refunded. Please refer to the details below:

1. If the item arrives damaged or you receive an incorrect item:
Refund will be issued for the amount paid via the website.

2. Return due to Change-of-mind:
Refunds are not available for change-of-mind requests.

RAWROW's Lifetime Warranty Program reflects our commitment to standing behind every product we create. Each product is covered by a complimentary warranty period in accordance with its specific policy. Even after this period has ended, ongoing support remains available at a reasonable cost, ensuring your product can continue to perform as intended throughout its designed lifespan.

• TRUNK
  - Within 2 years of purchase:
  Functional issues arising under normal use (e.g. wheels, handles, locks)
  - Within 2–3 years of purchase:
  Upon confirmation of a manufacturing defect
  - After the complimentary period:
  Paid repair within serviceable scope (Lifetime Warranty Programme applies)
  
  
• BAG
  - Within 1 year of purchase:
  Upon confirmation of a manufacturing defect
  - After the complimentary period:
  Paid repair within serviceable scope (Lifetime Warranty Programme applies)
  
  
• EYE
  - Within 1 year of purchase:
  Upon confirmation of a manufacturing defect
  - After the complimentary period:
  Paid repair within serviceable scope (Lifetime Warranty Programme applies)

The scale handle operates on an LR44 alkaline battery. As this is a standard alkaline battery (not lithium), it is permitted in checked baggage. Most airlines consider alkaline batteries safe and allow them in both carry-on and checked luggage.

1. How to replace the battery:
open the trunk, lift the black inner lining, and press the battery compartment with a pointed object, such as a pen.

2. LR44 batteries are widely available at:
convenience stores, stationery shops, and supermarkets.


References

• International Air Transport Association (IATA) – Dangerous Goods Regulations
• Civil Aviation Authority (UK) – Batteries and personal electronic devices

If you have forgotten the TSA LOCK combination, there is no reset function. The combination can be recovered using one of the following methods.

1. Try all combinations (000–999)

This takes approximately 10–20 minutes and is the fastest method.

※ After changing each number, press the unlock button.

If the unlock button is held down continuously while rotating the numbers, the lock will not open.

When the correct combination is reached, the trunk will open with a clicking sound.

2. Contact a luggage repair service at the airport (Korea)

Suseonjaengyi – Terminal 1
Basement Level 1, East Wing (inside Spa on Air)
Tel: +82-32-743-7002

Suseonjaengyi – Terminal 2
Basement Level 1, East Wing (next to Clean Up Air Laundry)
Tel: +82-32-743-1530

※ Calling in advance is recommended before visiting.

3. Repair service request

If a TSA LOCK replacement is required, please submit an A/S (after-sales service) request.

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