Refund/Returns

At Case Luggage, we aim to ensure that all our customers are 100% satisfied with both our products and our service. Should you wish to return anything to us, we will be more than happy to refund or exchange any product provided it is in a fully resalable condition. Returns should be made within a reasonable time (Please refer to return policy) and with all the original brand packaging, tags, labels and accessories. Case Luggage has the right to refuse any items returned to us in a used or otherwise damaged condition.

1. What is your U.K returns policy?

   WE NOW OPERATE A FREE UK STANDARD RETURNS POLICY 

   Items must be returned within 14 days of purchase.

   Please call our Customer Service Department to arrange collection of the items you wish to return on 0845 003 8283. 

   Our customer service advisors will inform and help you with all aspects of the collection and returns procedures.
   

   If yo paid for special delivery, and subsequently wish to return the product, this can be returned free of charge. We will also send you a voucher code for your original delivery charge to use against your next purchase. 

2. When will I receive my refund?

   Please allow at least 2 weeks to process your refund once we've received your goods.  The refund will be credited to the card account used for the original purchase. We will send you an email confirming that we have refunded your card. 

   Please note, refunds will only be actioned once all returned items are in receipt and deemed to be in a resalable and reusable condition by Case luggage.

3. How do I exchange an item?

   All items you wish to exchange which have been purchased through Case Luggage must be returned within 28 days of purchase (except sale goods which must be returned within 14days).

   In order to request an exchange you will need to phone our Customer Service Team on 0845 003 8283 in order to refund the original order and action the exchange. This will involve placing a new order and taking payment details from you again. 

4. I have received an incorrect item, what do I do?

   Please phone our Customer Service Team on 0845 003 8283 who will arrange for a collection of the goods.

   If you request a refund or exchange, we will refund you the value of the product and the original delivery charge, or action an exchange for which you will not be charged additional delivery costs.

   You must check whether your shipment is correct upon delivery. If there are discrepancies or problems with your order, Please contact our Customer Service Team within 5 working days of receipt of the product.

5. I have received damaged goods, what do I do?

   Please phone our Customer Service Team on 0845 003 8283 who will arrange for a collection of the goods.

   If you request a refund or exchange due to faulty goods, we will assess the faulty products. If appropriate we will refund you the value of the product and the original delivery charge, or action an exchange for which you will not be charged additional delivery costs.

   You must check whether your shipment is correct upon delivery. If there are discrepancies or problems with your order, Please contact our Customer Service Team within 5 working days of receipt of the product.

6. Am I able to refund or exchange items within one of your stores?

   At the moment, customers are unable to refund or exchange items within our retail outlets.