FAQs
Find Answers to Your Questions: Comprehensive Guide to Common Queries
Returns
Hassle free 28 days return for a refund or an exchange
Delivery
Free UK shipping for all orders above £50
Shipping
We ship all over the world
Warranty
Each suitcase comes with warranty
Delivery & Returns
How much do you charge for delivery?
Delivery Costs
| Destination | Delivery Type | Delivery Time | Fee |
|---|---|---|---|
| UK Orders £50 or Less | Standard | 2 - 3 Working Days | £2.99 |
| UK Orders over £50 | Standard | 2 - 3 Working Days | Free |
| UK | Express | Next Working Day | £6.00 |
| Europe | Standard | 5 - 7 Working Days | £19.99 |
| Europe | Express | 2 - 3 Working Days | £29.99 |
| USA | Standard | 5 - 7 Working Days | £34.99 |
| Rest of the World | Standard | 5 - 7 Working Days | £44.99 |
UK Standard/Free Delivery
We ship all free/standard delivery orders via Royal Mail Tracked 48 service. We aim to dispatch all orders placed before 2 o'clock on the same day but please allow up to two days for dispatch. All items are sent via recorded delivery. If in the unlikely event that you haven't received an item we will follow Royal Mails set procedure.
If we don't have an item that was ordered in stock we will let you know within two days and give you an expected time of arrival of a reorder, if you want you can wait for the item to arrive or you can always take the opportunity to refund your purchase.
UK Next-Day Delivery
We offer a special next day delivery service;
- Orders must be placed before 2pm for next day delivery.
- Orders received on Friday before 2pm will be delivered on Monday
- For order placed after 2pm on a Friday delivery will be on Tuesday
- Orders placed on a Saturday or Sunday will be delivered on Tuesday
Just select DHL delivery on checkout and we will send out the item via DHL Domestic Express service, so the item would reach you on the next working day, please note this service includes an additional charge.
International Delivery and Customs
- Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility.
- Please check with your country's customs office to determine what these additional costs would be prior to buying.
- Some countries' customs may charge taxes for importing good from another country such as Import Duty, Value Added Tax, a Purchase Tax, Customs clearance fees etc.
After ordering, when will I receive my item(s)?
This is dependent on the delivery service you choose at checkout. For UK mainland orders, we offer standard (3-4 working days), express (up to 2 working days), and next working day delivery options. Please visit the delivery information page for more details.
Do you deliver outside of the UK?
Yes, We delivery all over the world.
Can I collect my order?
Yes, you can collect your order from following locations:
Upperclass Fashion:
124-128 Bethnal Grn Rd,London E2 6DG
Warehosue:
Unit 11, Dolphin Point, Purfleet RM19 1NR
How can I track my order?
You will receive an email directly from us once your order has been despatched from our warehouse, and another from the carrier on the day of delivery. Both emails will include a link to track your parcel.
How do I return an item?
Every order placed with UK Luggage is backed by our hassle-free 28-day money-back guarantee. Please visit our returns policy page for more information on how to return an item.
Can I cancel my order?
If you wish to cancel an order, you must contact us as soon as possible. If your order has not already been despatched, we may be able to cancel it, otherwise you will need to return the item back to us under our 28-day money-back guarantee.
Please note, our customer services operating hours are Mon-Fri 10:30am-6pm.
Product
Do your suitcases come with a warranty?
Yes! Every case you buy from UK Luggage comes with 1 - 10-year brand warranty. For further information please check product page
How do I make a warranty claim?
Should you need to make a claim against brand warranty, please click here.
Can I use your cabin cases as hand luggage on a flight?
Most of our cabin cases are suitable for use as hand luggage on most major airlines. Please remember to always check with your airline before travelling.
Do your suitcases nest inside each other?
If you have cases of different sizes within the same style range, they will fit inside each other for easy storage when not in use.
What are your use and care guidelines?
If used and cared for properly, your luggage will give you many years of happy travels. Like any luggage item, over a period of time it will inevitably show dirt, scuffs, scratches and dents from repeated use and handling by airlines or other carriers which is considered normal wear and tear.
1. To clean this product, use a soft sponge or cloth and wipe with soap and water.
2. For stubborn dirt and grime, try using an all-purpose household spray-on cleaner (no bleach products), rubbing vigorously with soft cotton cloth to remove the mark.
3. Do not use an abrasive cleaner or coarse sponge, as this could damage the finish.
4. When not in use, it is best to keep your luggage covered and in an upright position.
5. Always store your luggage in a dry location.
6. We recommend nesting luggage pieces inside one another for more compact storage.
7. Never allow children to play inside your luggage as this could damage the locking handle.
My Account
How do I create an account?
Click on profile icon at top roght corner, enter your email address, create a password and then click on 'Create Account'.
How do I make a warranty claim?
Should you need to make a claim against brand warranty, please click here.
I’ve forgotten my password. What do I do?
To regain access to your account, click on the ‘forgotten your password’ link and enter the email address linked to your account. We will then send you an email with instructions on how to reset your password.
Why can’t I see my order in my online account?
It’s probably because you checked out as a guest, which means you won’t be able to see your order in your online account.
General
How do I leave feedback?
Every time you order from us, we will send you an email asking whether you’d like to leave us a service and product review on Reviews.io. You can also leave us a review on Google as well.
How can I contact customer services?
Visit the contact us page for details on how to reach our friendly, UK-based customer services team.
Can I pre-order an item that is ‘out of stock’?
Yes, you can check with customer care team at info@ukluggage.co.uk about stcok availablility and pre-ordering.
I have a discount code. How do I use it?
You can enter any discount/voucher code you have on our checkout page.
How can I find out about latest arrivals at UK Luggage?
Subscribe to our newsletter near the bottom of every page on this website. We’ll send you updates on new product launches, exciting news, and exclusive offers.
How do I unsubscribe from UK Luggage emails?
You can click the ‘unsubscribe’ link that is at the bottom of every one of our marketing emails.
Will I receive confirmation of my order?
Yes, we will send you a confirmation email after every order you place with us. Please read and check the details carefully and contact us immediately if there are any errors.
How do we use your personal data?
To find out how we use your personal data, please read through our Privacy Policy.
