Make a return or exchange
Your satisfaction with your new travel companion is our top priority. We understand that choosing the right bag is a personal decision, which is why we have designed a return policy that gives you complete peace of mind with every purchase.
Our Commitment
We are so confident in the quality and design of our products that we offer a comprehensive trial period. This allows you to bring your new suitcase or bag into your home, test out the features, and imagine it by your side on your next journey.
We encourage you to take your time during this period. You can “gently test” your products in the comfort of your own home to ensure they meet your expectations. To do this, we recommend:
- Taking your suitcase for a test roll indoors, preferably on a carpeted surface, to experience the smoothness of the wheels.
- Experimenting with the interior compression system by packing it with outfits to see just how much it can hold.
- Keeping the lock set to its original code until you are certain you want to keep the item. This ensures it remains in a like-new condition.
If you find that the product isn’t quite right for you, we make the return process straightforward and free of charge for customers in our service regions. You can start your return online, and we will provide you with everything you need to send it back.
Condition of Returned Items
Please note that to be eligible for a full refund or exchange, the item must be in its original, unused condition, with all tags and original packaging intact. This policy ensures that every customer receives a product that is truly new. Because we cannot resell items that have been used, we can only accept returns for products that have not been taken on a journey.
If you decide to keep your new gear, you’re ready to make it official and enjoy all the benefits of a thoughtfully designed travel product.
Items Not Eligible for Return
While we strive to be as flexible as possible, certain items are made specifically to order for you and cannot be returned or exchanged. This includes:
- Personalized Items: Any product that has been customized with monogramming or other personalization is final sale. These items are crafted especially for you and cannot be restocked.
- Final Sale Items: Occasionally, we may offer specific products or collections as final sale. These will be clearly marked at the time of purchase and are not eligible for return or exchange.
Warranty Coverage
Even if an item is not eligible for return, our commitment to quality does not end there. Every product we sell is built to last, and we stand behind their craftsmanship. All non-personalized bags and accessories are covered by a limited warranty against manufacturing defects. This means that if your item has a functional issue that arises from normal use, we will work to make it right by repairing or replacing it, providing you with long-term confidence in your purchase. This warranty applies even to items that are marked as final sale.
How to Initiate a Return
To begin the return or exchange process, simply visit our website and fill out the request form. Our dedicated customer service team will respond promptly with the next steps and, where applicable, a prepaid shipping label for your convenience. Please ensure you have your order information ready to help us locate your purchase quickly.
We are here to help you travel better. Our goal is to make the entire experience with us, from purchase to delivery to any potential returns, as seamless and enjoyable as your future travels will be.