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. All payments are processed securely.
Where and when can you deliver my order?
More details on our UK delivery options are as follows:
Next Day Delivery
You'll receive your product the next day if your order is placed before 12pm. For orders placed after 12pm on Friday, the next working day will be considered Tuesday. This option is not currently available in Northern Ireland
You'll receive your product within 2 working days if your order is placed before 3pm. For orders placed after 3pm on Friday, delivery will be Wednesday. This option is not available in Northern Ireland
You'll receive your product within 3-5 working days.
The free delivery service covers orders over £20. If you are not in when the courier arrives, a card will be left at the delivery address advising of the attempted delivery. The card will give you instructions of how to rearrange delivery or how you can collect the goods.
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. 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.
I ordered two products but only one has arrived, what should I do?
We aim to make our deliveries as efficient as possible. 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 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, and take 3-5 days to arrive due to the monogramming process.
If your order hasn’t arrived in full after this time, please contact us at email@example.com with full details of your enquiry and 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 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.
Can I return unwanted items?
Yes, if you are based in the UK and are not completely satisfied with your purchase, or if your new purchase has arrived with a fault, please contact us at firstname.lastname@example.org and we will arrange a collection. Please keep the item in its original packaging. There is no need to put a return address label on the package.
When we have received the item back in our warehouse, we will refund your purchase in full.
We will only accept return of goods within 28 days from the date of delivery. All items for return must be available for collection from Monday to Friday, 9am to 5pm.
We have extended our returns policy for the Christmas period so you now have until 31st January 2021.
Full details on how to arrange your return can be found here for both the UK and international orders.
How can I make a warranty claim?
Should you need to make a warranty claim, you can find all the details here.
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.
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.
How can I get in touch with you?
For all customer enquiries you can email us at email@example.com or look out for the Live Chat box that pops up on site in the bottom left corner. 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-5pm.