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Customer service

Can we help you? Take a look at our answers to frequently asked questions or choose the right topic below.

When you would like to use the return slip and if you no longer have or never received this, then click here to obtain a new return slip. 

 

Please checkmark the item you wish to return and add the completed return slip to the item in the package. 

 

Preferably use the return slip provided with the item upon purchase. 

 

 

 

 

You can check our e-store to see if an item is in stock. This information is given underneath the price. If an item us temporarily sold out, this will also be clearly stated, together with the date when the product will be back in stock. 

Orders made before 13:00 on working days will be shipped the same day. DPD usually delivers products within the Netherlands the following office day. Click here to see DPD delivery times to all the countries in the European Union (the country of dispatch is the Netherlands).

Orders for addresses outside of the European Union and the Canary Islands are send through PostNL, click here to see the estimated delivery times. 

Deliveries outside of the European Union have a higher chance to be delayed, because of the greater distances involved in these shipments. These delivery times are estimates only, the actual time it takes to deliver a shipment may diviate from these estimates. 
 

Upon receipt of your order, you have the right to cancel the purchase within 14 days without reason and to return your order. You can use the standard cancellation form (PDF) you have received with your order confirmation or the return slip you have received with your order, but this is not obligatory. In case you will use the return slip, please follow the return instructions and then don't forget to pack the return slip with the products you want to return. If you have ordered multiple items in a single order, the 14-day period begins after you receive the last item.

 

After notification of your return you have another 14 days to send your order back to us. 

 

We would like to ask your attention for the following:

 

1. The item you want to return must arrive at our company visibly unused and undamaged.

2. A transparent protective film is applied to some of our suitcases. We kindly request you to not partially or completely remove this film unless you are sure you want to keep the suitcase. 

3. Preferably return the product in its original packaging and always send a suitcase in a sturdy box. 

 

You are only liable for decrease in value of the products that is the consequence of the use of the products, more than to establish the nature, characteristics and function of the products. 

 

No longer have or did not receive a return slip? Then click here.

 

 

 

 

 

Depending on the product and model purchased, all our products are supplied with a 12-month, 2-year or 5-year warranty. This covers improper material and production defects (as the phrase goes). If this is the case, we will repair or replace your item free of charge. We decide this at our discretion. In addition, if we no longer stock the item or model, we will replace it with an item or model of similar value.

Returns & Exchange

When you would like to use the return slip and if you no longer have or never received this, then click here to obtain a new return slip. 

 

Please checkmark the item you wish to return and add the completed return slip to the item in the package. 

 

Preferably use the return slip provided with the item upon purchase. 

 

 

 

 

Upon receipt of your order, you have the right to cancel the purchase within 14 days without reason and to return your order. You can use the standard cancellation form (PDF) you have received with your order confirmation or the return slip you have received with your order, but this is not obligatory. In case you will use the return slip, please follow the return instructions and then don't forget to pack the return slip with the products you want to return. If you have ordered multiple items in a single order, the 14-day period begins after you receive the last item.

 

After notification of your return you have another 14 days to send your order back to us. 

 

We would like to ask your attention for the following:

 

1. The item you want to return must arrive at our company visibly unused and undamaged.

2. A transparent protective film is applied to some of our suitcases. We kindly request you to not partially or completely remove this film unless you are sure you want to keep the suitcase. 

3. Preferably return the product in its original packaging and always send a suitcase in a sturdy box. 

 

You are only liable for decrease in value of the products that is the consequence of the use of the products, more than to establish the nature, characteristics and function of the products. 

 

No longer have or did not receive a return slip? Then click here.

 

 

 

 

 

Yes, you can exchange your item for one with a different design, colour or size. Return your item to us within 14 days of receipt, so that we can refund the amount paid. In the meantime, you can order the item you want from the e-store.

Yes, no problem, provided you bought the product from the e-store. You can simply return your order within 14 days of receipt, regardless of any discount. We will refund you the purchase price within 14 days.

You are not obliged to use the return slip to return your order. However, this is our preferred option in order to process your return quickly and efficient. 

 

In case you would like to use the return slip, and you do not have this anymore or did not receive this with your shipment? Then click here to print a replacement return slip. 

 

 

 

 

If you cancel the purchase and return all the ordered items, we will refund the purchase price and any shipping charges within 14 days of receiving your return shipment. We will refund you with the same currency and payment method which you used to make your original order.

 

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. 

 

 

 

 

That would be very unpleasant, but we are not responsible for your returned product being damaged or lost underway. Always ask for a track & trace code and proof of shipment, and keep these safe. If your shipment is then damaged or lost, you can hold the carrier responsible.

You must pay the cost of returning your order yourself, unless we made a mistake and sent you an item that you did not order.