Frequently Asked Questions

General

How can I make a warranty claim?

Should you need to make a warranty claim, you can find all the details here.

What payment methods can I use?

You can pay by credit card or debit card—we accept Visa, Visa Debit, Mastercard, Solo, Maestro UK, American Express, Visa Electron, or express checkout is available via Paypal and Amazon Pay. 

UK customers can also pay with Klarna. All payments are processed securely. 

Why haven't my personalised accessories arrived?

Monogrammed/personalised accessories are delivered separately from our luggage, from a different distribution centre, so they will arrive in a different package, and not necessarily on the same day. This is stated on the product order page. Personalised products will take 3-5 days to arrive in the UK, and 5-10 days in the EU. They are delivered by Royal Mail. 

Can I buy a personalised bag tag or luggage strap as a separate item? 

Unfortunately, our bag tags and luggage straps can only be bought as "add-on" products and are not sold as separate items. They can be purchased alongside a suitcase or bag, where there is a "Personalise this product" button option on the product page, which can be found underneath the colour swatches.

We're not able to arrange orders of bag tags or luggage straps separately or after an order of other luggage items has completed, and these personalised items cannot be returned.

Will my luggage strap fit my suitcase? 

Our personalised luggage straps fit around most Medium and Large suitcases. The strap will fit around the Clifton Medium (including when expanded) suitcase and a Clifton Large suitcase (but not when expanded). The luggage strap also fits a Stamford suitcase (including when expanded) but not a Stamford Large suitcase. 

The straps are not designed to go around Cabin size suitcases.

I paid for next-day delivery, why hasn't my order arrived?

The deadline for next-day delivery is midday/12pm. This is valid Monday-Thursday, so you must place your order by midday, for example on a Monday, for it to arrive with you on Tuesday, or Tuesday, to arrive with you on Wednesday.

If we receive your order after the midday cut-off time, then it will be picked up the following day, and arrive the day after that. For example, if you order at 6pm on a Monday, your order will be picked up on Tuesday and arrive on Wednesday. We state this as clearly as possible at the checkout. 

Orders placed after midday on a Friday, or on a Saturday or Sunday, will be picked up on the Monday, and arrive on a Tuesday. 

How long does delivery take? 

UK delivery options are as follows:

Standard Delivery

You'll receive your product within 3-5 working days.

If you are not in when our courier DPD arrives, a card will be left at the delivery address advising of the attempted delivery. The card will give you instructions on how to rearrange delivery or how you can collect the goods.  

Express Delivery (£3.95)

You'll receive your product within 2 working days if your order is placed before 3pm. For orders placed after 3pm on a Friday, delivery will be the following Wednesday.

This option is not available in Northern Ireland.

Next Day Delivery (£6.95)

You'll receive your product the next day if your order is placed before 12pm. For orders placed after 12pm on a Friday, the next working day will be considered the following Tuesday.

This option is not available in Northern Ireland.

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?

Please see our locks page here for how to set your luck. But no, our suitcases feature a TSA-combination 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 with your case.

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. 

For more information on how to set your lock, head to our locks page here.

I ordered two products but only one has arrived, what should I do?

Suitcases and bags

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.

Monogrammed accessories

Our personalised luggage straps and bag tags will arrive separately by post, and take 3-5 working days in the UK (5-10 workings days in Europe) to arrive due to the monogramming process. They are fulfilled from a different location, as shown on the order screen when placing your order. 

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.

What is your policy on returns?

We will accept the return of any goods within 28 days from the date of delivery. All items for return must be in their original packaging, including the dust bag, and must be unused.

Which is your lightest suitcase?

We understand that in today's travel environment, it's essential to be able to pack more of what you want. 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 cabin suitcases are our Lincoln and Portobello hard-sided cabin cases—both 2.5kg, and 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 the integrity and quality of the cases.

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 and Portobello cases are made of polypropylene. 

Why is the zip on the lining of my case missing the pull tag?

There is no need for you to unzip the lining of the case 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 us to access the interior of the case and retractable suitcase handle, should we need to at any stage, for a repair.

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.

My promotional code doesn't work?

We offer a 10% 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 coupon codes on a single order. All codes are not valid on the following items: Antler loves, Outlet, Gift cards. Please note codes are not valid during sale period or on items which are already discounted. 

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

How can I get in touch with you? 

For all customer enquiries you can email us at customer.service@antler.co.uk or look out for the Live Chat box that pops up on site in the bottom left corner or via WhatsApp. If you see it, we're there and ready to speak to you. If not, we'll be back soon. We run Live Chat as often as we can—usually (though not always) every day, from 9am-5.30pm. 

For any press or partnership enquiries please email press@antler.co.uk.

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Antler and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

How does Pay later in 30 days work?

Pay later in 30 days is a form of credit which allows you to delay payment of your purchase by 30 days. Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in the Klarna.app or by logging into Klarna.com/uk.

Am I eligible for Pay later in 3 interest-free instalments or Pay later in 30 days?

To use Pay later in 3 interest-free instalments or Pay later in 30 days, you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments and Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments or Pay later in 30 days, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments or Pay later in 30 days?

Klarna is unique and offers Pay later in 3 interest-free instalments and Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments or Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments or Pay later in 30 days before, does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments or Pay later in 30 days is denied, it does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

Pay later in 3 interest-free instalments

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Pay later in 30 days

If you want to make a purchase with Klarna using the Pay later in 30 days method you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Antler run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments or Pay later in 30 days?

Although Pay later in 3 interest-free instalments and Pay later in 30 days are widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option and Pay later in 30 days method are automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

You can also pay with debit or credit card immediately in the checkout or alternatively take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

For Pay later in 3 interest-free instalments, as soon as Antler has accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

For Pay later in 30 days, as soon as Antler has accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Pay later in 3 interest-free instalments

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Antler from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

Pay later in 30 days

For Pay later in 30 days, payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk. If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

What do I need to provide when I make a purchase using Pay later in 30 days?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to, or held by, Antler. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

For Pay later in 3 interest-free instalments, yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

For Pay later in 30 days, you can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

Have you received my payment?

Pay later in 3 interest-free instalments

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at Klarna.com/uk.

Pay later in 30 days

If you pay by card, Antler will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or Klarna.com/uk.

What happens to my statement, when I've returned the goods?

Pay later in 3 interest-free instalments

Once Antler has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

Pay later in 30 days

Once Antler has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

Pay later in 3 interest-free instalments

In the event that your goods have not been received please email Antler to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

Pay later in 30 days

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please email Antler to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund? 

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Pay later in 3 interest-free instalments

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

Pay later in 30 days

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at Klarna.com/uk where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit the Klarna app or Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

Purple Dot - About Page/FAQs

Purple Dot is a waitlisting platform that allows you to be the first to get your hands on Antler next great item. Purple Dot will keep you in the loop the whole time.

What do I need to provide when I make a purchase?

You will need to provide your email, shipping address and card details. All communications will be sent to your email address, including details of how to cancel and any updates of your pre-order.

What are my payment options with Purple Dot?

Purple Dot accepts all the major card networks - Visa, MasterCard and American Express.

What happens if I cancel my pre-order?

You can cancel at any time here https://www.antler.co.uk/pages/manage-pre-orders

You will receive an email confirming the refund and should see the money back in your account in 3-5 business days.

Can I change my email or shipping address?

Yes! Send an email to hello@antler.com with your updated details and a member of the customer service team will get this updated for you. You will then receive an updated pre-order confirmation email.

Is my payment information safe?

Payment information is processed securely by Stripe. No card details are transferred to or held by ATR Brands trading as Antler or Purple Dot. All transactions take place via connections secured with the latest industry-standard security protocols.

I have cancelled my pre-order. How long will it take until I receive my refund?

Once you have cancelled your pre-order, your refund will be processed within 3-5 business days.

I have asked for a refund. How will I be refunded?

Refunds are issued back to the debit or credit card used at checkout.