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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.

Warranty & Repairs

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.

Our warranty is far-reaching, but not unconditional. The warranty is rendered void if the item is damaged due to an external event (an accident, dropping, rough treatment), normal wear and tear, incorrect or unreasonable use, neglect, exposure to extreme temperatures, solvents, water, saltwater, or any other cause that is not the direct consequence of a material and/or manufacturing error.

 

The warranty is also rendered void if changes are made to the product, repairs are carried out by others than by ourselves, or emergency or other solutions performed, such as breaking open zips or locks. In addition, our warranty excludes any damage, including consequential damage, to persons or products, even if they are caused by a defect in the item.

This depends on the item in question.

 

Suitcases

Caretta collection 2 years
All other suitcases 5 years

 

Bags

Caretta collection; 1 year
Alle overige tassen 2 years

 

Accessories

Accessories          1 year

Unfortunately, damage caused during a trip, such as at the airport of departure or arrival, is not covered by our warranty. If you notice damage to your suitcase during a trip, report it immediately to the airline company you travelled with. Do this as soon as you notice it, and within 7 days at the most. In principle, the airline company is liable for the damage, and most have a simple procedure for reporting and compensating such damage. Your travel insurance will also usually cover such damage.

If your product becomes defective within the warranty period, you can make a claim under warranty. Simply follow these steps:

1. Fill in the warranty form here. You can upload and send one or more photos with this form.

2. After receiving the warranty form, you will receive a response within 2 working days. We can often judge problems based on the uploaded photos and offer a solution immediately. If this is not the case, we will ask you to send us the item, for which you will receive a return number and shipping instructions.

3. After we receive your item, you will be notified within 24 hours about whether the defect is covered by the warranty, and if so, what solution we can offer you.

 

You must have a copy of the purchase invoice to make a claim under warranty. Since we are not responsible for any loss or damage to the product in transport, we recommend it be sent by registered or insured mail.

Yes, of course, if it is a repairable defect. We will inform you in advance about the price and delivery time, after which you can let us know if you agree.

You must pay return shipping costs. We pay the costs of shipping a repaired item or a replacement item to you.