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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.

If you no longer have or never received a return slip, then click here to obtain a new return slip. 

 

Print the slip and fill it out with the right order number (5 digit number) and a clear description of the item that you wish to return. Add the completed return slip to the item in the shipping box. 

 

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. You can also see how many items are still in stock. 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 15:00 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. 

No, that is unfortunately not possible.

Upon receipt of your order, you have the right to cancel the purchase within 14 days without giving any reasons and to return your order. Use the return slip you've received with your order. Follow the return instructions and 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.

 

You can also use the cancellation form (PDF), but this is not obligatory. You have 14 days to send your order back to us after you notified us that you want to return it.

 

There are some important points to keep in mind:

 

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. Do not partially or completely remove this film unless you are sure you want to keep the suitcase. We cannot accept your suitcase or exchange it if this protective film is damaged, because we will be unable to sell it anybody else.

3. Always send the return slip.

4. Preferably return the product in its original packaging and always send a suitcase in a sturdy box. If the product arrives damaged, we may charge you for loss of value.

 

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.

Shipping costs depend on the size and weight of the shipment, and the final destination. When ordering in the e-store, you can see the exact shipping costs for your order. Here is an overview of shipping costs to the most common countries. Orders over € 50 are shipped free of charge to the Netherlands, United Kingdom, Belgium and Germany.

These shipping charges do only apply when ordering full prices items. Special promotions and offers may increase these indicated shipping charges.

Yes, our carry-on suitcases meet the IATA standard and can be taken on board. Our trolleys are not deeper than 20 cm, which means they are accepted by all companies including low-cost airlines such as Transavia, Ryanair and EasyJet.

 

Most airlines are affiliated with the IATA, the aviation industry association. The IATA has drawn up a number of rules for the size of hand luggage, which all members must adhere to. IATA rules on hand luggage state that the height, width and depth of hand luggage may not exceed 115 cm, and the depth may not exceed 20 cm.

That is indeed right. It is called a TSA lock, which is locked and opened with a number combination. When flying to the US, you must comply with the requirements of the US Customs and Security Authorities. These state that you must be able to open your suitcase at any time so its contents can be checked. If your suitcase is closed with a normal number lock, you run the risk of having to break your suitcase open for checks. A TSA lock avoids this risk because customs personnel can open it with a master key. This is something that only happens if there is reason to do so, obviously.

You can set your lock in a couple of easy steps. However, you first need to know which lock is fitted to your suitcase. Here you can view all our current locks, with videos below on how to set them. You can also view a description of the lock in a PDF document or print this out. That is useful if you want to reset your lock later.

 

View here the PDF about TSA combination lock.
View here the PDF about Caretta lock.

 

TSA combination lock

 

Caretta combination lock