Orders & Delivery
Ordering and Confirmation
All orders will be sent for free, by standard delivery (3-5 days) within the UK.
Alternatively, please select the next working day delivery option (£7.50). Orders must be placed by 12pm to qualify for next working day delivery. Please note - we do not despatch orders over the weekend. If you order over the weekend & select the next day delivery option, your order will arrive on Tuesday.
Do you deduct VAT on orders sent to the Channel Islands?
Yes. If you set your country to Jersey, Guernsey etc at the checkout stage, the VAT will be deducted automatically.
I haven't received a purchase or delivery confirmation email?
If you have not received either a purchase, or delivery confirmation email, please contact our Customer Service Department on 0845 003 8283 who will assist you further. Please remember to check your junk mail folder and/or spam filter to see if the email is in there.
Can I change my order?
Yes, but you will need to be quick. Your original order will need to be cancelled before the goods are dispatched. We will then be able to put through your amended order. Please phone customer services immediately to arrange this, on 0845 003 8283.
Can I cancel my order?
Yes of course, under the distance selling regulations, you have up to 7 working days to cancel your order. You must inform us within this time of the cancellation of the contract. If you have already received the goods, you must take reasonable care of them whilst in your possession and they must be returned to us promptly at your cost. If you want us to organise for the goods to be picked up, we will notify you of the cost at the time of cancellation. Otherwise you should organise for the goods to be returned to us (always ensuring that a signature is required when delivered). Items remain the responsibility of the customer until signed for by Case Luggage.
Can I add to an order once I have submitted it?
Unfortunately not. Once a payment has been accepted, we have no facility to increase the amount paid. To add to an order you will have to create another order.
Delivery and Tracking
What delivery services do you offer and what are your charges?
Service Offered Delivery Time Charges Per Delivery Address Standard delivery within U.K (mainland) only 3-5 working days FREE DELIVERY Next working day U.K (mainland) only (except Scotland) Next working day if order is placed by 12.00 pm (Monday-Friday) £7.50 Nominated day U.K (mainland only). Customer can specify delivery day and date. £7.50 Two working days (Scotland) Next working day if order is placed by 12.00 pm £7.50
When will my order be delivered?
All deliveries will occur between 9.00-5.00pm, Monday to Friday. Unfortunately we are unable to confirm an exact time on these deliveries.
Please note - this excludes bank holidays, and the period between Christmas and New Year.
On certain occasions where you have ordered more than one item, your order may be divided into separate parcels which may be delivered at different times within the delivery timescales.
If you think you are missing any items please contact our Customer Service Team on 0845 003 8283.
Can I track my order?
Yes, you will find your own unique tracking number on the dispatched email confirmation sent to you. Please click on the link below to visit your account page and track your order.
Am I able to deliver to multiple addresses?
Yes, however, you will have to order each product individually on the website and allocate a different address this way. Please also note that there will be an individual delivery charge for each separate address.
Can I specify delivery instructions?
Please contact us on 0845 003 8283 to make special requets. Please note that Case Luggage will not be liable for any loss or damage of delivery if you instruct us to leave it at a location other than the delivery address (i.e. with a neighbour, etc).
What happens if I am not at home to receive the delivery?
Only adults (16 years and over) will be allowed to sign for goods.
If you are unavailable on the first attempt, our courier service will leave a card and advise when a second attempt will occur, if that is not successful they will then attempt to deliver on one more occasion (3 in total). Please note, there is no charge for this redelivery service.
If the courier is unable to deliver after the 3rd attempt, all goods will be returned to Case Head Office. You will then be required to call Customer Service in order to re-arrange delivery. A delivery charge will apply to this delivery.
Please note once a customer has signed for a delivery, all responsibility for that parcel will pass on to the customer.
If you have any questions or need clarification on the above info, please contact our Customer Service Department.
What if only part of my order has arrived?
If you have ordered more than one item, it may be that certain products are sent out from multiple locations and therefore may arrive separately. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you (and within delivery times) please contact our Customer Service Team on 0845 003 8283.
I am missing parts of my delivery, what do I do?
Please call our Customer Service Department on 0845 003 8283 if you think you are missing items.
Where do you deliver to, do you deliver internationally?
At the moment we offer shipping to European destinations. For destinations outside of the EU, please contact us. Please note - we are not responsible for any customs fees, or duties which are levied on international shipments (only applies to shipments outside of the EU).
For special enquiries and more information on this, please contact our customer service Team.
If you wish to have your order delivered using the Standard Delivery method, our cut off date for guaranteed Christmas delivery is Thursday 19th December. It might be possible that your order will be delivered in time if placed after this date, but we can't guarantee it.
Next Day Delivery
If you upgarde your order to the Next Day Delivery service, the cut off date for guaranteed Christmas delivery moves froward to Saturday 21st December for orders to Scotland and Sunday 22nd December for the rest of the UK. Due to processing and delivery times and courier times, any order placed after this cut off date won't be delivered in time for Christmas, even if you upgrade to the Next Day Delivery service.
The cut off date for Christmas delivery on international orders varies depending on the Country, but it's safe to say that Tuesday 17th December will be the last available day to place your order to make sure that you receive it before Christmas.