You can pay by credit card or debit card — we accept Visa, Mastercard, American Express, or express checkout is available via Paypal, Google Pay or Shop Pay.
How long does delivery take?
We aim to deliver within 3-5 days. Due to current Covid restrictions, we're experiencing a delay with our deliveries but are working to deliver to you as soon as we can. Thank you in advance for bearing with us.
How do I set my TSA lock?
You can find more details on how to set your TSA lock, and what to do if you’re having trouble with it, on our locks page here.
Do your suitcase locks come with keys?
No, our suitcases feature a TSA-combination lock. Please see our locks page here for how to set your lock. These types of lock use a combination code that you set yourself when you receive the suitcase—think of it like a 3-digit PIN code. Instructions on how to set this lock are included in the 'Owner's Manual' booklet that comes inside your suitcase.
It's important to remember your code, because once it's set, it's understandably tricky for us to help you figure out what it is! The Owner's Manual includes space for you to make a note of your code, which we advise you to keep in a safe place.
TSA locks are internationally recognised and designed so that if airport security services need access to your case, they will be able to open it without breaking it.
I ordered two products but only one has arrived, what should I do?
We aim to make our deliveries as efficient as possible, to save on packaging. If you’ve ordered multiple products, for example a cabin and a medium suitcase, or a suitcase and a backpack or holdall, we pack our products inside each other. Please unzip and check inside the largest suitcase, and your second bag or suitcase will most likely be there. If it isn't, please email us at firstname.lastname@example.org with the details and your order number.
What’s the best way to store my suitcases? Do they nest inside each other?
Yes, our suitcase sets are designed to nest neatly inside each other, so if you have a set of the same collection, you can store your cabin suitcase inside your medium suitcase, and then the pair of them inside your large suitcase.
My Chelsea overnight bag or weekender bag is missing its shoulder strap. What's happened?
Our Chelsea overnight bag and Chelsea weekender come with a detachable shoulder strap. The strap is usually found folded up, in one of the zipped pockets of the bags, so you may not immediately notice it. Please look in all pockets before getting in touch with us if you think your bag has arrived without one.
How do I return an item?
If you're not completely satisfied with your purchase, or if your new purchase has arrived with a fault, you can arrange a complimentary return. Please see the full details about how to arrange a return on our returns page here.
We will only accept return of goods within 28 days from the date of delivery.
How can I make a warranty claim?
Please email us at email@example.com. Should you need to make a warranty claim, you can find all the details here.
Which is your lightest suitcase?
We are proud of our reputation as a world leader in luggage, with lightweight design remaining at the heart of our development and innovation.
Our lightest hard-shell cabin suitcase is our Lincoln cabin case — it's 2.5kg. Our lightest soft-shell cabin suitcase is our Stirling cabin with 4 double spinner wheels, which is also 2.5kg.
We adopt this ideology across all of our products, so that you can have peace of mind that your suitcase, laptop bag, holdall or backpack is as light as possible without jeopardising integrity or quality.
What is the difference between polycarbonate and polypropylene in hard-sided suitcases?
Both polycarbonate and polypropylene are best-in-class materials for luggage. Polypropylene is lighter than polycarbonate, but not quite as flexible. Polycarbonate has built-in flex, which means it will take knocks and heavy impact a little better than polypropylene. Polycarbonate also performs slightly better in durability tests, and is inherently scratch-resistant. Our best-selling Clifton case is made of polycarbonate, whilst our Lincoln cases are made of polypropylene.
How do you measure the height of a suitcase?
You'll find the dimensions of our luggage in the 'Specifications' section, at the bottom of each product page. The height of our suitcases includes the wheels.