Orders & Delivery

Fast and reliable delivery matters to us. We work with trusted courier DPD to ensure your order arrives safely, with full tracking provided once your order has been dispatched.

Delivery charges depend on your delivery location and the service selected. 

 

We offer FREE standard delivery, next working day delivery, Saturday delivery, same day London delivery, and international delivery. 

 

Full details are outlined below.

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Orders

Purchase and Delivery Confirmation Email

Once your order is placed, you will receive an order confirmation email, followed by a dispatch email with tracking details.

 

If you have not received either email, please check your junk or spam folder and make sure the email address entered at checkout is correct. 

 

If you still cannot find it, contact our Customer Service Team on 0345 003 8283, email customerservice@caseluggage.com, or reach out via Live Chat.

 

How to Change Your Order

If you need to change your order, it must be cancelled before the items are dispatched. If your order has already left us, it will need to be returned once delivered.

 

Once the item is back with us, we will issue a refund and you can place a new order for the correct item. In many cases, cancelling and reordering is the quickest solution. 

 

Please contact our Customer Service Team as soon as possible so we can advise on the best next step.

 

How to Cancel Your Order

Under the Consumer Contracts Regulations, you have the legal right to cancel your order within 14 calendar days of receiving your goods.

 

To cancel your order:

  • You must notify us in writing by email or Live Chat within 14 days of delivery.
  • You then have a further 14 days to return the item or items.
  • Items must be unused and returned in their original condition with all packaging.
  • Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.


If you would like us to arrange a collection, we can do so and deduct the cost from your refund. Please contact us to confirm the current charge.
Once delivered, items remain your responsibility until they are safely returned to Case. We recommend using a tracked service that requires a signature.

 

Please note that monogrammed items cannot be cancelled or returned once the personalisation process has started, unless the item is faulty, in line with UK consumer law.

 

If your item has not yet been monogrammed and is still with us, we may be able to cancel the order. Please contact us as soon as possible so we can stop the process in time.

 

Adding to an Order

Once payment has been accepted, we are unable to add items to an existing order. If you would like to purchase additional items, please place a new order.

 

VAT Deduction for Orders Sent to the Channel Islands

If you live in Jersey, Guernsey, or another Channel Island, please select the relevant island from the country dropdown at checkout. 

VAT will then be automatically deducted. 

If the United Kingdom is selected instead, VAT will be applied.
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Delivery and Tracking

This section explains how delivery works within the UK and internationally, including delivery times, charges, and tracking information.

UK Delivery Options

Below you will find our available UK delivery services, delivery times, and charges.
Service Offered Delivery Time Charges Per Delivery Address
Standard delivery within the U.K mainland only 3 to 5 working days. We aim to dispatch orders within 3 working days where possible. If you need your item to arrive later than this, please contact us and we will do our best to assist. Free delivery
Next working day delivery is available to UK mainland only (England, Wales and Scotland), excluding Northern Ireland and all islands that lie off the coast of mainland Britain Orders must be placed before 12pm Monday to Thursday to guarantee next working day delivery.

Orders placed before 12pm on a Friday will be delivered on Monday.

Orders will not be dispatched over weekends or bank holidays. Any orders placed during weekends or bank holidays using the next working day service will be dispatched on Monday or Tuesday for delivery on Tuesday or Wednesday. 		£7.50
Two working days delivery applies to Northern Ireland and to all islands that lie off the coast of mainland Britain Delivery within two working days if the order is placed before 12pm. £7.50
Saturday delivery Orders must be placed before 12pm on Friday to qualify for Saturday delivery. This service is dependent on stock location and availability. Call 0345 003 8283, email customerservice@caseluggage.com or contact us via Live Chat to enquire about Saturday delivery
Same day London delivery This service is available to Central London locations and is dependent on stock location and availability.

We offer faster delivery options for select London postcodes through Quiver. If your basket is eligible, this option will appear at checkout.

You can choose between Same Day Delivery (£8.50) or a Delivery Window (£9.50). 		£8.50 to £9.50
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Non Mainland UK Delivery

We deliver to locations outside mainland UK, including the Isle of Wight, Isles of Scilly, Mersea Island, and Lindisfarne in England, Anglesey in Wales, Orkney, Shetland, the Outer Hebrides, Skye, Arran, Bute, Islay, Jura, and Mull in Scotland, Northern Ireland, and the Crown Dependencies including the Isle of Man and the Channel Islands.

 

Delivery times and charges for these locations are shown in the table above.

 

Returns from these locations are at the customer’s own cost. Please see our Refunds and Returns page for full details.

 

Please note that for certain destinations, including the Channel Islands, customs charges may apply if the order value exceeds £60. Any customs duties, VAT, or handling fees are the responsibility of the recipient and are not paid by Case.

UK Delivery Notes and Tracking

Once your order has been dispatched, you will receive a tracking number by email. You can use this to track your parcel and manage delivery preferences directly with DPD.

 

Deliveries take place between 9.00am and 5.00pm, Monday to Friday. We are unable to confirm an exact delivery time.

 

There are no deliveries on bank holidays or during the period between Christmas and New Year.

 

If your order contains more than one item, it may be shipped in separate parcels and could arrive on different days.

 

If an order is refused and returned to us, any delivery charges already paid are non refundable. Return courier costs will either be deducted from your refund or paid separately.

 

For full details on returns and delivery liability, please see our Refunds and Returns page.

 

Case is unable to make delivery changes on your behalf.
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Failed Delivery Attempts

DPD will attempt delivery to your address. If delivery is unsuccessful, your parcel may be redirected to a local Pickup Shop.

 

You can manage delivery preferences, including safe place or neighbour delivery, directly through the DPD website or app.

 

If you choose delivery to a safe place or neighbour, responsibility for the parcel passes to you once delivery is confirmed. 

Case is not liable if the parcel goes missing after this point.
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International Delivery and Tracking

International delivery charges vary depending on your destination and are calculated at checkout.

 

Case cannot be held responsible for delivery delays caused by customs clearance.

 

Customs duties, VAT, and handling fees may apply depending on your country’s regulations. These charges are not included in the price paid on our website and must be paid by the recipient upon delivery.

 

For example, orders sent to the Channel Islands may incur customs charges if the order value exceeds £60.

 

If an international order is returned to us for any reason, including refusal, unpaid customs charges or failed delivery, all return shipping and associated costs will be deducted from the refund.

 

If delivery is refused and the parcel is returned, delivery and return charges will be deducted from the refund.

 

We recommend checking with your local customs authority before placing an order to avoid unexpected charges.

 

International delivery timeframes begin once the order has been dispatched and exclude customs processing time.

Unpaid Customs and Refused Deliveries

If customs duties, VAT, clearance fees or import charges are refused or unpaid and the parcel is returned to Case, any costs charged to us by the courier or customs authority will be deducted from your refund.

 

This includes return shipping costs, administrative fees, storage charges and any additional import or export costs incurred.

 

If these charges exceed the value of the goods, no refund will be due.

 

Case does not accept responsibility for unpaid customs charges or related return costs under any circumstances.
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Missing Items

Some orders may be dispatched from different locations and arrive separately.

 

To reduce packaging, smaller items may be placed inside larger cases. 

 

Please fully unzip and check inside your case on arrival.

 

If any items listed in your order confirmation email are missing after the expected delivery timeframe, please contact our Customer Service Team.
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Important Information

We are unable to provide specific delivery instructions or arrange safe place deliveries on your behalf. 

 

These options must be set directly with the courier.

 

If you choose to have your order delivered to an alternative location, such as a safe place or drop off point, Case is not liable if the parcel goes missing.
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FAQ's About Orders and Delivery

When will my order be dispatched?

We aim to dispatch orders within three working days where possible. During busy periods, dispatch times may be slightly longer. Once your order has been dispatched, you will receive a tracking email.

How can I track my order?

Once your order has been dispatched, you will receive a tracking number by email. You can use this to track your parcel and manage delivery preferences directly with DPD.

Can I change my delivery address after placing an order?

Once an order has been placed, we are unable to change the delivery address. If your order has not yet been dispatched, we may be able to cancel it so you can place a new order with the correct details. Please contact Customer Service as soon as possible.

What happens if I am not home for delivery?

If delivery is unsuccessful, DPD may redirect your parcel to a local Pickup Shop. You can manage delivery preferences, including delivery to a neighbour or safe place, directly through the DPD website or app.

Can I choose a safe place or neighbour for delivery?

Yes. You can set this directly with DPD once you receive your tracking details. Please note that if you choose a safe place or neighbour, the parcel is considered delivered once confirmed by DPD, and Case is not liable if it goes missing.

Do you deliver to locations outside mainland UK?

Yes. We deliver to non mainland UK locations including Northern Ireland, the Channel Islands, the Isle of Man, and selected islands around mainland Britain. Delivery times and charges for these locations are shown in the UK delivery table.

Are there additional charges for delivery to the Channel Islands?

Delivery charges are shown at checkout. However, customs charges may apply to Channel Islands orders if the order value exceeds £60. Any customs duties, VAT, or handling fees are the responsibility of the recipient and are not paid by Case.

Do you cover customs charges for international orders?

No. Case does not cover customs duties, VAT, or handling fees. These charges are set by local authorities and must be paid by the recipient upon delivery.

What happens if my international order is refused or returned?

If an international order is refused or returned, delivery and return shipping charges will be deducted from the refund.

Why has my order arrived in more than one parcel?

Some items may be shipped from different locations or packed separately. Smaller items may also be placed inside larger cases to reduce packaging. Please fully unzip your case and check inside on arrival.

What should I do if something is missing from my order?

If an item listed in your order confirmation is missing after the expected delivery timeframe, please contact our Customer Service Team and we will be happy to help.

Do you deliver on weekends or bank holidays?

Standard deliveries take place Monday to Friday. There are no deliveries on bank holidays or during the period between Christmas and New Year. Saturday delivery is available on selected services and subject to availability.

Who is responsible for return delivery costs?

Return costs are the responsibility of the customer unless the item is faulty or incorrect. This applies to UK, non mainland UK, and international returns. Please see our Refunds and Returns page for full details.

Can Case change my delivery date or time?

No. Delivery changes must be made directly with DPD using your tracking details. Case is unable to make delivery changes on your behalf.
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Discover more 

Learn more about who we are, how to get in touch, and the steps we’re taking to operate responsibly.

 

About Us

Learn more about our 100-year heritage and how Case has grown over time.

 

Contact Us 

Get in touch with our customer service team for help with your order or product.

 

Modern Slavery Statement 

Read about our commitment to ethical sourcing and responsible partnerships.

 

Sustainability & Responsibility 

See how we are working to reduce waste and support long-term product use.

 

Explore more and shop with confidence, knowing we’re here to support you at every step.