Frequently Asked Questions (FAQ'S)

Thank you for shopping with Caseluggage.com. We understand that you may have queries about your order, if your query is not answered on this page then please do not hesitate to contact our Customer Service team by email at [email protected] or by phone on 0345 003 8283.

I placed my order yesterday on a Next Day Delivery service, when should I expect my order?

We offer a next working day delivery service, as long as your order is placed before 12pm, you've selected Next Working Day shipping and it is not the weekend or a bank holiday, your order will be out for delivery to you the next day.

I received my order but it is faulty?

Please contact our Customer Service Team as soon as you have noticed a fault so we can collect the faulty case and ensure a perfect condition item is sent out to you.

What is a TSA Lock?

Your case is fitted with a TSA lock. For security reasons, only TSA officers have the key so that they can, if necessary, access your case without damaging the locking mechanisms. Read our Lock Guide to learn more about TSA locks, how to open your suitcase and set a new combination pin.

My suitcase has arrived but I haven't received the key for the TSA Lock?

The key is for TSA agents in America only and is not supplied with the suitcase for security reasons. Read more about TSA locks here.

I don't know how to set my combination lock I think my suitcase might be broken?

Most suitcases with combination locks are set at 000 when they are dispatched, so you should be able to open your suitcase and find a card inside with directions on how to set your own code. For more information on opening and setting your own combination lock on your suitcase, please read our Lock Guide.

If you are still having problems, please phone our Customer Services Department on 0345 003 8283 who will arrange for a collection of the incorrect goods.

My code is set to 000 but I still can't open the case?

Pease refer to our Lock Guide on steps to opening your suitcase.

If the lock has a TSA keyhole you should be able to push this button (once the numbers are selected as 000) towards the combination lock which will open the case. If you are still having issues please call our Customer Service team on 0345 003 8283

I purchased a suitcase a year ago on your website but something has gone wrong, what can I do to get this repaired or replaced?

If you purchased your suitcase and you are still inside your warranty you will need to contact the relevant Repair Centre who will be able to assist you with having this repaired or replaced as we are unable to repair or replace them ourselves. If your brand is not on the chart below please contact our Customer Service team by email at [email protected] or by phone on 0345 003 8283 and we will advise you on what to do next.

What weight is a lightweight suitcase?

When you are shopping on our site you see the lightweight icon.

You can be sure that the product you have selected is lightweight. The logo will appear in the following instances:

Cabin cases weighing less than 3.3kg

Medium check-in cases weighing less than 4.5 kg

Large check-in cases weighing less than 5.5kg

Do you accept gift cards?

We regret to inform you that we do not accept any gift cards, no matter what the brand is. To redeem a gift card, you will need to visit the brand's store directly or utilize their website for redemption.

If you have any other queries, please do not hesitate to contact us by email or phone.

Customer Service Phone: 0345 003 8283

Customer Service Email: [email protected]