FAQ

All ReUp products can be purchased directly through our website.

For corporate, bulk or personalised orders, please contact us at info@reupdesign.com.

Orders can be cancelled before they are dispatched. We process orders for dispatch within two working days, so please contact us as soon as possible if you need to make a change.

Once an order has been dispatched, it can no longer be cancelled.

Yes. You will receive an order confirmation by email after your purchase has been successfully placed.

Please contact us as soon as possible at info@reupdesign.com. If your order has not yet been dispatched, we will do our best to update the address.

Once the order has been dispatched, we may not be able to make changes.

Some ReUp pieces are available for pre-booking before they are ready to ship.

If a product is available for pre-booking, simply select the Pre-book option on the product page and complete your order.

Pre-orders are offered on a first-come, first-served basis and are produced in limited quantities.

Because pre-ordered pieces are made specifically for the upcoming production, the delivery timeline may vary.

We will email you with the expected timeline for your piece.

Pre-orders can be cancelled before production begins.

Once production has started, the order cannot be cancelled as the piece is being made specifically for you.

Yes. For corporate, bulk or larger orders, please contact us at info@reupdesign.com and tell us a little about what you're looking for. We will get back to you with the possibilities.

We offer shipping across Europe and international shipping is available to other countries.

For international orders outside our standard shipping arrangements, please contact us at info@reupdesign.com before placing your order so we can confirm shipping availability and costs.

Shipping is calculated at checkout for orders below €99.

Orders above €99 qualify for free shipping.

International shipping costs may vary depending on the destination.

Orders are dispatched within two working days.

Once dispatched, delivery within our standard European shipping region generally takes approximately 7–8 working days.

Delivery times may vary depending on your location and shipping partner.

Once your order has been dispatched, you will receive tracking information by email.

Delivery times can occasionally vary due to circumstances outside our control.

If your order appears to be significantly delayed, please contact us at info@reupdesign.com and we will help you track its status.

If your package appears damaged when it arrives, please record an uninterrupted unboxing video from the moment you begin opening the package.

The video should have no cuts or edits and should clearly show the condition of the outer packaging and the product.

This allows us to document the condition of the package and raise a claim with our shipping partner when necessary.

An unboxing video is required for us to assess and process claims relating to damage during transit.

Please contact us at info@reupdesign.com as soon as possible.

Delivery attempts and re-delivery are handled according to the shipping partner's policy for your location.

Please refer to the tracking information provided with your order for the latest delivery updates.

Yes. We offer international shipping.

For international orders, shipping costs, customs duties, import taxes and any other charges associated with the destination country are the responsibility of the customer.

Please contact us at info@reupdesign.com if you would like to place an international order.

All customs duties, import taxes and other charges imposed by the destination country are the responsibility of the customer.

We accept returns within 14 days of receiving your order.

To qualify for a return, the product must be unused, unworn and undamaged, with all original tags and packaging materials intact.

The responsibility and cost of returning the product to us rests with the customer.

Yes. Eligible products can be exchanged within the same 14-day period, provided they are unused, undamaged and returned with all original tags and packaging intact.

Please contact us at info@reupdesign.com within 14 days of receiving your order.

Once your return or exchange is approved, the product must reach us within 7 working days.

Return and exchange shipping costs are the responsibility of the customer.

The customer is also responsible for ensuring that the product reaches us safely.

You have 14 days from receiving your order to request a return or exchange.

Once your request has been approved, the product must reach us within 7 working days.

Your product must be:

• Unused and unworn
• Undamaged
• In its original condition
• Returned with all tags intact
• Returned with all original packaging materials

Products that have been used, damaged or returned without the required packaging and tags will not qualify for a return or exchange.

No. Personalised and customised products are made specifically for you and cannot be returned or exchanged.

No. Sale and discounted items are not eligible for return or exchange.

If your product arrives damaged or you believe you have received the wrong product, please contact us immediately at info@reupdesign.com.

Please record an uninterrupted, unedited unboxing video from the moment you open the package. This helps us document the condition of the product and raise a claim with our shipping partner where required.

Once the issue has been assessed, we can offer an appropriate resolution, including a refund or exchange where applicable.

Once your returned product has been received and inspected, approved refunds are processed within 7–8 working days.

We currently work primarily with reclaimed tyre tubes and textile waste.

Our materials are sourced from places such as vehicle scrapping facilities, industrial maintenance systems and textile factories, where these materials would otherwise be discarded.

Our reclaimed materials come from existing waste streams, including discarded tyre tubes and textile waste from vehicle scrapping facilities, industrial maintenance systems and textile factories.

The primary materials used in our pieces are reclaimed.

Depending on the design, some components such as hardware and lining may be new. Where lining is used, we use recycled polyester lining.

The complete material composition of each product is listed on its individual product page.

The material composition and relevant product information are provided on each product page.

We believe you should know exactly what your piece is made from.

Every ReUp piece begins with reclaimed material that already has a history.

Marks, variations in texture, colour and surface are part of that history. We don't try to erase these characteristics. We design around them.

Because no two pieces of reclaimed material are exactly alike, no two ReUp pieces will ever be completely identical.

The design, hardware and lining remain consistent, while the reclaimed material gives each piece its own character.

Yes.

Marks, texture variations and other natural characteristics are an inherent part of working with reclaimed materials.

They are not imperfections to us. They are part of what makes your ReUp piece yours.

The overall design, construction and details will remain consistent with the product shown online.

However, lighting and photography can affect how colours and textures appear on screen, and some of the subtle characteristics of reclaimed material may not be fully visible in photographs.

Because every piece uses reclaimed material, your piece may have its own unique marks, textures or variations.

Yes.

Reclaimed materials naturally develop character through use. Small changes in texture and surface may occur over time.

We see this as part of the life of the material rather than something to be avoided.

Your ReUp piece isn't designed to remain untouched. It's designed to be lived with.

Because our materials are reclaimed, availability naturally varies.

We also intentionally produce in limited quantities to avoid creating unnecessary dead stock. For us, making responsibly means being thoughtful not only about what materials we use, but also about how much we produce.

Yes, where materials and production availability allow.

Because our products use reclaimed materials, restocks may vary from the original production and individual pieces may have different material characteristics.

ReUp pieces can be cleaned with normal water.

For more specific care instructions, please refer to the care information provided with your product.

If you are unsure about how to treat a particular mark or material, please contact us at info@reupdesign.com before using any cleaning product.

Yes. ReUp materials can be washed with water.

Please follow the specific care instructions provided for your product.

Yes. The reclaimed rubber material used in our products is water resistant.

However, we recommend following the individual product's care instructions to preserve its appearance and longevity.

White marks can occasionally appear on reclaimed rubber.

You can gently treat the surface with a small amount of coconut or olive oil.

If you are unsure, please contact us at info@reupdesign.com before treating the material.

Some pieces made from reclaimed rubber may have a natural rubber scent when new.

This is a characteristic of the material and is not an indication of a defect.

The scent will naturally reduce when the piece is allowed to air. Exposure to heat may cause the scent to become more noticeable again.

Exposure to heat may cause the natural rubber scent to become more noticeable.

We recommend allowing the piece to air naturally if this happens and avoiding prolonged exposure to high temperatures.

Your ReUp piece can be stored normally in a clean, dry place.

If you notice a rubber scent, allow the piece to air in an open space before storing it again.

Small changes and marks can naturally occur with use. If your piece experiences significant damage, please contact us at info@reupdesign.com.

We will assess the issue and advise you on the best next step.

We don't currently offer a standard repair service, but we are exploring ways to support the life of your ReUp piece for longer.

If your piece needs attention, please contact us and we will see how we can help.

We'd rather you ask than guess.

If you have any questions about caring for your ReUp piece, email us at info@reupdesign.com and our team will be happy to help.

ReUp pieces are made using a combination of skilled handwork and manufacturing processes.

ReUp products combine handcraft and other production processes.

Approximately 60% of the making process is completed by hand, depending on the product.

Approximately 60% of the making process is done by hand.

The exact balance can vary depending on the design and construction of each product.

Every ReUp piece goes through multiple stages of inspection throughout the making process.

We check the material, construction, finishing and functional details before each piece leaves our hands.

Because our materials are reclaimed and naturally vary, quality does not mean making every piece identical. It means ensuring that every piece meets the same standards of construction, functionality and finish.

ReUp products are designed by our founders, Lisa and Bhakti, drawing from their backgrounds in textile design, product design, fashion, craft and artisan management.

Yes. Most ReUp products are designed to be gender-neutral.

Yes. Product sizes and available variations are listed on the individual product pages.

Yes. We offer personalisation on selected products.

Personalised pieces are made to order specifically for you.

Please contact us at info@reupdesign.com with your requirements.

We'll discuss the possibilities with you before confirming your order.

No. Personalised and customised products are made specifically for you and are therefore not eligible for return or exchange.

Your ReUp piece will arrive in an upcycled foldable bag and a recycled box.

We have thoughtfully chosen packaging that can continue to be useful beyond your delivery.

We strongly encourage you to reuse the packaging rather than discard it.

Yes.

Our packaging is designed to be reusable and/or recyclable wherever possible.

The foldable bag can be reused long after your ReUp piece arrives.

Yes. Gift packaging is available.

If you'd like your order to be prepared as a gift, please contact us or select the available gift packaging option when placing your order.

We intentionally produce in limited quantities to avoid unnecessary dead stock.

We believe responsible production means thinking carefully about not only the materials we use, but also how much we make.

Because our materials are reclaimed, limited production also allows us to work with what is available rather than creating demand for new materials simply to maintain uniform stock.

Yes, where possible.

Because we work with reclaimed materials, the availability and characteristics of materials can vary between production runs.

A restocked product may therefore have subtle differences in texture, marks or surface from an earlier batch.