At Luggage Store, we stand behind the quality of our products and want you to be completely satisfied with your purchase. We’ve created this straightforward returns and exchanges policy to ensure a hassle-free experience if your luggage doesn’t meet your expectations.

Returns & Exchanges Timeframe

We accept returns and exchanges within 15 days from the date you receive your item(s). Please note that all returned items must be in original, unused condition with all tags attached and in the original packaging.

How to Initiate a Return or Exchange

Follow these simple steps to return or exchange your item:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order
  2. Provide your order number and reason for return/exchange
  3. We will email you a Return Merchandise Authorization (RMA) number and return instructions
  4. Securely package the item(s) with the RMA number clearly visible on the outside
  5. Ship the package to our returns address (provided with your RMA instructions)

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged or defective. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Refund Processing

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • You will receive an email confirmation once your refund has been processed
  • Please allow additional time for your bank or credit card company to process and post the refund to your account (typically 3-10 business days)

Exchanges

For exchanges (size, color, or style):

  • Follow the same process as returns
  • We will ship the replacement item once we receive your return
  • Standard shipping charges apply for the new item

Important Note: Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on Luggage Sets if any individual piece from the set has been used. Due to their specialized nature and custom packaging, opened Luggage Sets may only be returned if all pieces remain completely unused and in original packaging.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at [email protected]. We will arrange for a replacement or refund and provide a prepaid shipping label for the return.

Return Address

All returns must be sent to:

Luggage Store Returns
93 English Street Bridge Street
Carlisle, GB CA5O 2TR

Return Request Template

Use this template when emailing us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Luggage Store Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your order number]

Product Name: [Product name and size]

Reason for Return/Exchange: [Please describe the reason]

Preferred Solution: [Refund/Exchange for (specify product)]

Please send me the return authorization and instructions.

Thank you,

[Your Full Name] [Your Email Address] [Your Phone Number]

Questions?

If you have any questions about our returns and exchanges policy, please contact our customer service team at [email protected]. We’re here to help Monday through Friday, 9:00 AM to 5:00 PM GMT.

Thank you for shopping with Luggage Store!