How much does shipping cost?

We offer free shipping within Austria on orders over €70. For all other countries within the EU, we offer free shipping on orders over €100. This will be automatically applied at the checkout and is applicable to standard shipments through Hermes Austria.

If your order doesn’t qualify for free shipping, the cost is €4.90 within Austria, €6.90 to Germany, and €9.90 to all other EU countries.

Do you shop internationally?

Unfortunately, it’s not currently possible to place orders on our website for delivery to countries outside of the EU. However, if you live outside the EU and are interested in placing an order then please get in touch with us directly at

When will my order be sent?

As soon as we receive your order, we get working on it! Prior to shipping, all orders require confirmation and approval which can take up to 2 working days. Please note, we do not ship on Saturdays, Sundays or public holidays. Orders placed on Fridays after 2pm or on Saturdays or Sundays, will be processed on the next available working day.

How long does shipping take?

Shipping times will vary depending on where you live. Within Austria it should normally take between 1-3 working days, and 2-5 working days for international shipments within the EU. Once you have received your tracking number, you can use this to keep an eye on the status of your package and when the expected delivery is likely to be made.

Will I receive a tracking number?

Absolutely! Once you place an order, you will receive an email confirmation stating your order number. The tracking number will then be sent in a separate email once your package has been dispatched.

In case you don’t receive these emails, please check your spam folder first and otherwise, get in touch with us directly. Please note, it can take a few hours for the tracking details to update online.

Lost package?

The fastest way to resolve any tracking and delivery queries is to contact Hermes Austria directly and quote your tracking number.

If you experience difficulties resolving an issue with them, please get in touch and we’ll be happy to assist you!

What should I do if my package arrives damaged?
Should your delivery arrive damaged or empty, please do the following:
    1. Register the damage as soon as possible with Hermes customer service.
    2. Take photos from all sides of the package as well as its contents and send them to so that we can help you as quickly as possible.


What payment methods do you accept?

For detailed information about our accepted payment methods, please visit our payment page.

All prices on our website are stated in EUR, including 20% Austrian VAT.

Do your online prices include VAT?

Yes, all our prices include 20% Austrian VAT. If you are a B2B customer and have a valid VAT ID number, please contact us directly.

My payment method was declined. What should I do?

Firstly, please check that your card’s billing details (such as security code and billing address) match what you have entered on our system. For security reasons, a payment cannot be processed if the billing information does not match.

If that doesn’t fix the problem, try clearing your browser’s cache and cookies. Alternatively, try switching devices or using another browser.

If these suggestions still don’t resolve the problem, then please contact us explaining your issue and attaching pictures where possible.

How do I apply a voucher code?

If you have a promotional code, you can input this on the checkout page after you have added all your items to your basket. Simply type the code into the “Coupon Code” box and click “Apply Coupon”!

Please note, only one code can be used per order.

My voucher code doesn’t work. What should I do?

The most likely reason for a promo code not working is that it has passed it validity. If you’re sure that this is not the case, then please get in contact giving details of the specific code you’re having issues with and we’ll be happy to help!

Returns & Exchanges

What is your returns policy?

Kwooksta happily offers refunds within 14 days on full priced items purchased online, but we do not cover the shipping cost for the return. All returned items must include original packaging and be in a new and unused condition with tags still attached. Please note that sale items are not included in this policy and cannot be returned or exchanged.

You can initiate a return by clicking here.

How can I return my item?

All returns should be addressed to:

Kwooksta OG – Returns
Engerthstrasse 216/3/22
1020 Vienna,

We are only able to cover the cost of a return if an item is damaged or faulty. If you have received a faulty item, please get in touch with us at to arrange the free return.

How long does it take to process a return?

Once your returned item has arrived back to us, we will issue a refund as quickly as possible. Please allow 3-5 working days for the money to appear in your bank account. If your returned item shows as “delivered” but you have not yet received a refund, please contact us and we’ll resolve the issue quickly.

Can I change an order after I've placed it?

Unfortunately, it’s not possible for us to make changes to an order once it has been placed. For help with an order, please contact us as soon as possible after ordering and we’ll gladly assist you!

What do I do if I received a wrong or damaged item?

No problem! Sometimes mistakes happen, so if you do receive an incorrect item in your order or if anything is damaged, please contact us straightaway and we’ll get it sorted for you as quickly as we can.

How do I request an exchange on an item?

If you would like to request an exchange on an item, please initiate a return on the original item and then place a brand new order for the preferred exchange item.

What is your warranty policy?

All products purchased through our website come with a 1 year limited warranty against defects in material and craftsmanship. Please note that general wear and tear are not covered under this warranty.

Thorough quality control is carried out on all our products and production faults are rare, however if you do receive a faulty product, please get in touch as soon as possible. In your email, please:

1) quote your original order number
2) write a brief description of the problem
3) attach a few clear pictures of the faulty item

Materials & Sustainability

What exactly is jute?

Also referred to as burlap, hessian, or gunny, jute is a sustainable crop that abundantly grows along the banks of the Ganges Delta, where it naturally feeds on rainwater.

Jute is most commonly used to ship and store coffee beans, grains and vegetables. Other known uses include the production of carpets and rugs and for road construction.

As well as being very strong and durable, jute is also breathable and has anti-static properties. By virtue of its carbon neutral and biodegradable nature, jute is one of the most sustainable fabrics in the world. You can read more about jute under our materials and sustainability section.

Why organic cotton?

Cotton is a natural fibre which is both renewable and biodegradable. While organic cotton features the same qualities as conventional cotton, there is a significant difference between the two, which lies in the farming process.

Traditional cotton production relies on the use of chemicals and pesticides. These substances contaminate nearby water sources and have a negative impact on both the land where crops are grown and the farmers who tend to them. In contrast, organic cotton is grown without the use of any dangerous pesticides, chemicals, synthetic fertilisers or genetically modified (GM) seeds. You can read more about organic cotton under our materials and sustainability section.

Does jute and organic cotton have a particular smell?

Both the jute and organic cotton we use have not been treated with chemicals to remove their natural scent. When brand new, the materials can have a slight natural smell but please be assured, this disappears once the product has been used a few times.

Why eco-friendly leather?

A key feature of eco-friendly leather is that it avoids the use harmful chemicals during the tanning process. Our leather is tested by an independent laboratory to verify that it is free from chemicals such as formaldehyde, chromium IV, lead, short-chain chlorinated paraffin, alkyl phenol ethoxylates and PAHs. Vegetable tannins replace the use of these chemicals, significantly lowering the negative impact on the environment.

Why don’t you use vegan leather?

With a commitment to keeping our bags as natural as possible, we have chosen to use real leather, as we believe this is currently the more sustainable option. Here are some of the main reasons why we don’t use vegan leather:

  • Real leather is longer-lasting than artificial materials, enabling us to maximise the life span of our products.
  • No harmful chemicals are used in the tanning process, as these are replaced by vegetable tannins, which are more sustainable and kinder to the environment.
  • Vegan leather, or PU leather as it is better known, is ultimately made from plastics, making it an unsustainable option in the long run.
  • As well as looking artificial, some PU leather can carry a noticeable smell of chemicals and plastic. It is not breathable like real leather, so it will noticeably wear over time and can crack. Furthermore, PU leather does not decompose.

You can read more about eco-friendly leather under our materials and sustainability section.

Product Care

Can I wash my jute item?

In short, no. Although very durable, jute fibres are delicate and will not withstand machine washing, bleaching, or tumble-drying.

To remove small stains, we recommend spot cleaning only. This can be done with a soft damp cloth or a baby wipe. Avoid aggressive scrubbing and harsh detergents as these might cause the colour to fade.

In the event of your bag becoming filthy and washing is an absolute necessity, we recommend talking to a trusted drycleaner regarding the safe cleaning options.

Please note: Kwooksta cannot accept any liability for damage or altered appearance if you choose to wash your jute item.

You can read more about how to best look after your jute bag in our care section.

What does non-colourfast mean?

The term ‘non-colourfast’ refers to our organic cotton reusable bags and the lining of all our jute bags.

In order to reduce the use of chemicals and energy consumption throughout the production process, while keeping our bags as natural as possible, our organic cotton is non-colourfast, meaning that colours can run or fade when washed in the wrong way.

Please read our cotton care suggestions before carrying out any cleaning on your item. You can find more details regarding this under our care section.

Can I wash my reusable bag?

As our reusable bags are non-colourfast, you should avoid machine washing this item as colours will run and fade.

If you need to wash your reusable bag, it should be hand washed separately in cold water with a PH neutral detergent. Rinse the item immediately without soaking and avoid aggressive scrubbing or wringing of the fabric. It should then be air or line dried.

You can read more about how to best look after your organic cotton item under our care section.

Is there any specific care advice for the leather?

If you wish to moisturise the leather elements of your bag and remove scratches, there are many different care products available on the market. We would personally recommend using a moisturiser that is made from organic ingredients. Please remember to always read the instructions carefully and to firstly test on a small and hidden area of the leather before applying all over.

Like jute, leather is not waterproof. There are many products available to improve water resistance, however even these will not make the natural leather 100% waterproof. If the leather does happen to get wet, let it dry naturally away from direct heat sources. Please be aware that using direct heat will dry out the leather and can damage the appearance.