FAQs
Processing Time & Shipping
Currently, we ship exclusively to Germany and Austria. Shipping costs are calculated at checkout and depend on the size and weight of your order. We strive to process all orders within three to four business days. Please note that orders are not processed on public holidays. If this applies, you will find up-to-date information in our banner.
Please note: Some products in our shop are handled entirely by our external partners. Both shipping and returns are managed directly by them. Please make sure to check the respective partner’s terms and conditions.
As soon as your order is ready for shipment, you will receive a notification from us. You can track your package via the link in the email or directly on the DHL website. If you can’t find your tracking code, feel free to email us at shop@raus.life.
Returns & Refunds
You can register a return for any product purchased from us (including gift cards, as long as the code has not been redeemed) within 14 days via our returns portal, where you can also print your return label. The return of printed gift cards must also be registered by sending an email to shop@raus.life, but you do not need to send the card back – once we verify and deactivate the code, we will process your refund.
After registering your return online, please follow the instructions on your return slip. Processing may take up to two weeks, so please keep your return receipt until the refund is complete.
Please note: We are unable to refund shipping costs for both delivery and return. For products fulfilled by our external partners, their specific return policies apply.
After registering your return online, please follow the instructions on your return slip. Processing may take up to two weeks, so be sure to keep your return receipt until the refund is complete.
Pre-Order of Items
Some items are not immediately available or cannot be shipped within the standard processing time, as they are either not yet released or temporarily out of stock. For all pre-orders, an estimated delivery date will be provided. These orders will be processed and shipped as soon as the items become available.
Packaging
We prioritize sustainability and strive to be as environmentally friendly as possible. Our packaging material is made of at least 60% recycled materials and is entirely produced in Europe. Additionally, it is 100% recyclable.
Redeeming a Gift Card or Getaway Pack
Great News: Redeeming Your Gift Code Just Got Easier! Here’s how it works:
1. Select an available date for the cabin of your choice.
2. Complete your booking.
3. Enter your gift code on the final checkout page in the field "Code" (under payment details).
If there is any remaining balance on your gift code, it will stay saved and can be used for a future booking.
Contact & Support
Feel free to reach out! Send us an email at shop@raus.life – we’re happy to help.