FAQ
Recently asked questions updated:
GotBag FAQ – Your questions, our answers
The basics
Q: What is GotBag's mission?
A: Our mission is to clean our oceans by transforming collected plastic waste into high-quality, durable bags and luggage. Every purchase directly funds the removal of plastic from marine ecosystems. Learn more on our About Us page.
Q: Where are GotBag products manufactured?
A: Our products are designed in Germany. The manufacturing process, including the transformation of recycled ocean plastic into our RE-COVER™ material, takes place in our partner factories in Asia, which we carefully select and inspect according to our high standards for quality and sustainability.
Products & Materials
Q: What is RE-COVER™ material?
A: RE-COVER™ is our special material made from recycled ocean plastic. The process involves collecting plastic in coastal regions, cleaning and processing it into granules, and spinning it into a strong, high-performance yarn from which our products are made.
Q: How waterproof are your bags?
A: Our bags are made from a water-repellent material that can withstand rain and splashes. However, they are not completely waterproof like a dry bag. Seams and zippers can be potential entry points for water in heavy rain.
Q: How do I clean and care for my GotBag?
A: To ensure longevity, we recommend spot cleaning with a damp cloth and mild soapy water. For a more thorough cleaning, the bag can be hand-washed in lukewarm water with a mild detergent. Do not machine wash, tumble dry, or iron. Air dry.
Ordering & Shipping
Q: Where is it shipped from?
A: All orders are shipped from our fulfillment center in Dresden, Germany.
Q: What shipping options and costs are available?
A:
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Germany: Standard (2-4 working days) - FREE from €50, otherwise €9.99.
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EU: Standard International (2-8 working days) - €18.99.
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International: Standard International (4-14 working days) - €24.99.
Details can be found in our shipping policy .
Q: How long will it take for my order to arrive?
A: Please allow 1-2 working days for processing, in addition to the shipping time mentioned above.
Q: How can I track my order?
A: Once your order has been shipped, you will receive a confirmation email with a tracking number and a link to track your package.
Returns & Warranty
Q: What is your return policy?
A: We offer a 30-day return policy from the date of receipt. Items must be unused, in their original condition, and in their original packaging. For returns within Germany, we provide a free return shipping label.
You can find step-by-step instructions in our return and refund policy .
Q: Do you offer a warranty?
A: Yes! We fully stand behind the quality of our craftsmanship. GotBag products come with a 2-year warranty against defects in materials and workmanship. This warranty covers issues with zippers, straps, and seams under normal use. It does not cover damage caused by misuse, accidents, or normal wear and tear.
sustainability
Q: How much plastic is removed for a bag?
A: The amount varies depending on the product, but for example, our best-selling backpack removes the equivalent of over 5.5 kg of ocean-bound plastic from the environment. We provide specific details for each product where possible.
Q: How can I be sure that your sustainability claims are true?
A: We value transparency. We work with verified collection networks and are pursuing certifications for our supply chain. We believe in showing things, not just talking about them, and openly share our progress and processes on our blog and social media.
contact
Q: How can I contact customer service?
A: We look forward to hearing from you! The quickest way is to send an email to help@gotbag.shop . You can also call us on +49 7785963545 (Mon-Fri, 9:00-17:00 CET) or use the chatbot on our website for short questions.