Frequently Asked Questions (FAQs)

Welcome to the Case Help Centre.

Find clear answers to common questions about ordering, delivery, returns, repairs, and product advice.

If you need further support, our team is here to help.

Email: customerservice@caseluggage.com
Call: 0345 003 8283 (Monday to Friday, 9am to 5.30pm, excluding bank holidays)
Live Chat: Available during office hours
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Ordering 

Delivery

Returns

Advice

Repairs

Stores & Gifts
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Popular Questions

What size suitcase do I need?
For 1 to 2 days, choose a cabin case. For 1 to 2 weeks, choose a large suitcase. See our size guide below.

 

Do you offer next day delivery?
Yes. Orders placed before 12pm Monday to Thursday qualify for next day delivery.

 

Are returns free?
Yes, returns are free for UK mainland customers.

 

How do I return an item?
Follow the instructions in your parcel or contact us to arrange a return.
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Ordering, Payment Methods & Discount Codes

Orders & Delivery 

 

What payment methods do you accept?
We accept Visa, MasterCard, American Express, PayPal, Klarna, Apple Pay and Google Pay.

 

Can I use Klarna to pay for my order?
Yes, Klarna is available for eligible UK customers. Options include Pay in 3 or Pay Later, subject to approval.

 

Why didn’t my discount code work?
Discount codes only apply to full priced items. They do not apply to sale items or selected brands such as Tumi and Secrid.

 

Can I use more than one discount code?
No, only one code can be used per order.

 

How do I apply a discount code?
Enter your code at checkout. On mobile, this appears under your order summary.

 

Can I place an order without creating an account?
Yes, guest checkout is available. Creating an account allows you to track orders and save details for future purchases.

 

Can I change or cancel my order?
If your order has not been dispatched, we may be able to amend or cancel it. Contact us as soon as possible.

 

When will my order be dispatched?
Orders are usually dispatched within 1 to 2 working days unless next day delivery is selected.
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Delivery Options, Tracking & Shipping Information

Track Your Order

What delivery options do you offer?
Standard delivery takes 3 to 5 working days. Next day delivery is available on eligible orders placed before 12pm.

 

What is the cut off time for next day delivery?
Orders placed before 12pm Monday to Thursday are delivered the next working day. Friday orders arrive Monday.

 

How can I track my order?
You will receive a tracking link by email or SMS once your order has been dispatched.

 

Do you deliver internationally?
Yes, we ship worldwide. Delivery times and costs are calculated at checkout.

 

Do you deliver to non mainland UK locations?
Yes, including Northern Ireland and the islands that lie off the coast of mainland Britain. Delivery times may vary.

 

Will I be charged customs or duties?
International orders may be subject to customs duties and taxes. These are the responsibility of the recipient.

 

What happens if I miss my delivery?
The courier will provide options to rearrange delivery or collect your parcel.

 

What should I do if my order has not arrived?
Check your tracking link first. If there is an issue, contact us and we will investigate.

 

What if my item arrives damaged?
Please contact us within 48 hours with photos of the item and packaging so we can resolve this quickly.
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Returns, Refunds & Exchange

Returns & Refunds

What is your returns policy?
Full priced items can be returned within 28 days. Sale items must be returned within 14 days. Items must be unused and in original condition.

 

Are returns free?
Yes, for UK mainland customers. International and non mainland returns are the customer’s responsibility.

 

How do I return my item?
Use the FedEx return label provided or contact us to request one. You can arrange a drop off or collection.

 

How long does a refund take?
Refunds are processed within 3 to 5 working days after the item is received and inspected.

 

Can I exchange an item?
We do not offer direct exchanges. Please return your item and place a new order.

 

Can I return an online order in store?
No, online orders must be returned to our warehouse.

 

What if I have used the item?
Returned items must be unused to be eligible for a refund.

 

Are personalised items refundable?
Personalised or monogrammed items cannot be returned unless faulty.
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Suitcase Sizes, TSA Locks & Product Advice

Explore All Luggage

What size suitcase do I need?
Cabin: 1 to 2 days
Medium: 3 to 7 days
Large: 7 to 14 days
Extra large: 14 days or more

 

What is a lightweight suitcase?
Cabin cases under 3.3kg, medium under 4.5kg, and large under 5.5kg are considered lightweight.

 

What is a TSA lock?

A TSA lock allows airport security to inspect your case without damaging it.

 

Where is the key for my TSA lock?
No key is provided. Only security officers have access. You open it using your personal code.

 

How do I set my lock?
Most locks are set to 000 by default. Instructions are included with your case. Contact us if you need help.

 

Is the item in stock?
If the product is available to add to your basket, it is in stock.

 

Are your products authentic?
Yes, all products sold by Case are genuine and sourced from authorised brands.
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Repairs, Faults & Warranty Information

Repairs & Warranty Information

What should I do if my item is faulty?
Contact us with photos and proof of purchase. We will guide you through the next steps.

 

What happens if a fault occurs within 30 days?
The item must be returned to us for inspection before a refund or replacement can be issued.

 

How long do repairs take?
Repairs are completed by authorised service centres and typically take 4 to 6 weeks depending on parts.

 

Why do repairs take this long?
Repairs are handled by the brand’s official repair teams to ensure warranty standards are met.

 

Where can I find more information?
Visit our Repairs & Warranty page at Case.
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Gifts, Packaging & Store Locations

Do you offer gift wrapping?
We do not currently offer gift wrapping, but all items are securely packaged.

 

Will the parcel include an invoice?
Yes. If you are sending a gift, contact us and we can remove it.

 

Where are your stores located?
We have stores at Heathrow Terminals 3, 4 and 5, Piccadilly London, and Harrods.
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Still Need Help?

Our team is here to help with any questions.

Email: customerservice@caseluggage.com
Phone: 0345 003 8283
Live Chat: Available during business hours

 

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