Est. 1923 - Over 90 Years selling the World's Finest Luggage

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*Excludes Rimowa products & Sale items


Thank you for shopping with 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 on or by phone on 0845 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.
  • My discount code for 10% off my first order doesn't work/hasn't automatically deducted the discount from my order, what do I do? - The 10% discount code for your first order is not applicable against any Rimowa, Reserve & Collect orders or Sale products, you also need to put the code into the Coupon Box at the Basket stage of your order for the discount to be applied. If the code does not work and the item you purchased is not in sale or a Rimowa product then please contact our Customer Service team on 0845 003 8283 so we can help you.
  • 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.
  • 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 are not supplied with the suitcase for security reasons.
  • 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
  • My code is set to 000 but I still can't open the case? - 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 0845 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 Companies who will be able to assit you with having this repaired or replaced as we are unable to repair or replace them ourselves. Please see our chart below which will help you. If your brand is not on the chart below please contact our Customer Service team by email on or by phone on 0845 003 8283 and we will advise you on what to do next.


Brand Repair Centre Contact Details
Delsey Delsey Service Centre

Delsey Service Centre UK

4 Blenheim Court

Hurricane Way



SS11 8YT

01268 571100


Axial (by Delsey)



Lulu Guinness

Ted Baker


Pelham Leather Goods

Centennial Park,

110 Centennial Ave








K2 Global


Unit A, Boyn Valley industrial estate,

Boyn Valley Road




0844 880 9991



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

Customer Service Phone: 0845 003 8283

Customer Service Email:


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