Frequently Asked Questions

Delivery
Returns
Warranty
Locks
Payments
Products
Contact us

Delivery

Free Standard Delivery in time for Christmas, if your order is placed by:

Western Australia: Wednesday 11th December
Northern Territory: Sunday 15th December
Rest of Australia: Wednesday 18th December

For the festive period we have extended our returns policy to the 31st January 2025.

*Please be aware that during busy periods, particularly around Sale and Black Friday, deliveries can sometimes take longer than usual.

We would like you to receive your order as quickly as possible. Usually, the estimated time of dispatch from our warehouse is 3 - 5 working days and delivery depends on where the recipient's address is located.

Most areas in AUS: From time of dispatch 4-6 working days

Regional, WA & NT: From time of despatch up to 10 working days

You can track your order through the tracking code sent to you via email from our delivery partner. Once your parcel is on its way, you'll receive this email, which will allow you to track your delivery and rearrange your delivery to a date and time that suits you, if necessary.

If you haven't received your tracking code or have any issues, feel free to email customerservice.au@antler.com. with your order number for further assistance.

Our team will be happy to assist you with cancelling your order if it has not already been processed. We recommend contacting our customer service team customerservice.au@antler.com as soon as you can, as there is only a short window of opportunity for us to be able to do so.

If your order has already been processed and you no longer need it, we recommend waiting to receive your delivery and following our Returns process to initiate a return and full refund.

To update your delivery address, please contact our customer service team as soon as possible at customerservice.au@antler.com with your order number and correct address details. They will do their best to help you correct the address before the order is dispatched. If the order has already been shipped, they can advise you on the next steps.

Returns

The best way to do this is to return your unwanted item(s) via our complimentary Returns system here and place a new order. We will refund your return once it's been received back to our warehouse, which takes up to 14 working days from the date of collection. We're not able to take part payments
or facilitate part refunds.

Warranty

Yes, we are delighted to offer our customers a lifetime warranty on suitcases for purchases made from 11th May 2023, reflecting our commitment to timeless design, quality, and excellence.

With our lifetime warranty, you can confidently embark on your journeys, knowing that we have you covered throughout the lifetime of your luggage.

For suitcases purchased prior to 11th May 2023, we will continue to honour our previously sold 10-year warranty.

For more information on our lifetime warranty click here.

To register your warranty simply click the link here and complete the form. A copy of your details will be registered in the country you live in, for future reference, and your will receive a confirmation email of the details you entered.

Please keep a copy of your purchase receipt as you will need this for any warranty claim that you want to make in the future.

The Antler warranty covers faults caused by defective workmanship or materials but excludes mishandling by carriers such as airport baggage handlers. The warranty covers the cost of a repair, or, at our discretion, a replacement within Australia. Shipping fees to and from our repair centre apply. The warranty does not cover damage due to general wear and tear.

To activate your warranty, please register your purchase online via our Warranty Registration form.

If you made your purchase in a store less than 12 months ago, please contact the retailer it was purchased from and they will be able to help as part of their independent returns process.

Our warranty doesn't cover damages caused by airline mishandling. However, you can file a claim directly with the airline for compensation, as they are typically responsible for damage that occurs during transit. Be sure to report the damage as soon as possible - ideally prior to leaving the airport - and provide any necessary documentation, such as photo evidence of the damage and your flight details.

Locks

Treat the code for the lock on your suitcase like a PIN code for a credit card and use a code that is only known to you—hard to guess, but easy to remember. We’ve provided space in the Owner's Manual booklet that comes with your case, to write the code down and keep it safe.

As part of our warranty, we are unable to cover issues with combination locks that arise from the incorrect setting of the lock, if the lock is used incorrectly, or if it has been forced open.

If you forget the code, our advice is to logically go through each combination to try and crack it. Unfortunately, we don't have a master key that can help with opening your case.

Payments

We offer a 10% off promotional code for first-time customers who sign up to our newsletter. We may offer additional promotional codes from time to time so that our newsletter subscribers get the latest and very best deals.

It is not possible to combine promotional codes on a single order. Promotional codes are not valid on gift cards, on items which are already discounted, or Luggage Sets as the latter already include a bundle saving.

If you still have an issue with a code and have checked the above, please contact our customer service team here who will be happy to assist you further.

Products

Our overnight bags and weekenders come with a detachable shoulder strap. The strap is usually found folded up, in one of the internal 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 its detachable strap.

We understand that in today's travel environment, it's essential to be able to pack more of what you want without exceeding weight limits. 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 suitcases are in our Soft Stripe collection however, if you are looking for a lightweight hard-sided suitcase, we recommend our Single Stripe collection, made with a durable polypropylene shell which protects your belongings while remaining easy to handle.

Both polycarbonate and polypropylene are best-in-class, durable materials commonly used for luggage. Polypropylene is lighter than polycarbonate, but not quite as flexible. Polycarbonate has built-in flex, which means it will withstand 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 Icon Stripe suitcases are made of polycarbonate, whilst our Single Stripe suitcases are made of polypropylene.

There is no need for you to unzip the lining of the suitcase as it isn’t designed to be an internal pocket; it is deliberate that the zip has no pull tag. The zip is there for easy access in case of repair, for us to access the interior of the case and retractable suitcase handle, should we need to at any stage.

Contact us

If your question isn’t answered here or you have a more specific request, head to our contact us page where you can fill out the form. Alternatively, email us at customerservice.au@antler.com and we’ll get back to you as soon as possible—currently within 48 hours.