Refunds & Returns

At Case, we want you to feel confident with every purchase. 

If you need to return an item, we are happy to offer a refund or exchange, provided the product is unused and in a fully resaleable condition.

All returns must include the original packaging, tags, labels, and any accessories.

If you purchased online, you also have the right to cancel your order within 14 days of receiving it, in line with UK consumer law.

Items must be returned in the same condition they were received. We reserve the right to refuse returns that show signs of use, damage, or missing components.

Your statutory rights remain unaffected.

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Returning Unwanted Items: UK Mainland

We offer FREE UK mainland standard returns.
For clarity, UK mainland includes England, Wales, and Scotland, excluding the islands that lie off the coast of mainland Britain.

• Full priced items must be returned within 28 days of delivery
• Sale or reduced items must be returned within 14 days of delivery

Items must be unused and returned with all original packaging, tags and accessories.

If you need any help, our customer service team is always happy to guide you through the process.

 

How to return

All returns must be securely packed in a sealed cardboard box or suitable packaging. 

Couriers cannot accept unpackaged items.

Please keep proof of posting or collection. 

Without this, we may be unable to trace a parcel or process a refund if it is lost in transit.

 

You can choose from the following return options.

 

Option 1. Royal Mail. Small items only

This option is suitable for small accessories only.

  • Parcels must not exceed 45 x 35 x 16cm
  • Drop off at your nearest Royal Mail location https://www.royalmail.com/sending/parcelshops
  • You will need to print and attach the return label before drop off
  • If printing is not convenient, we can provide a QR code to scan at the drop off point
  • Please email us once your parcel has been handed over and keep your proof of posting

Important for Royal Mail

This service is strictly for small parcels only
If your parcel exceeds the size limits and Royal Mail applies additional charges, these costs will be deducted from your refund or charged back to you

 

Option 2. UPS drop off

  • Drop your parcel at a UPS Access Point https://www.ups.com/gb/en/business-solutions/pickup-dropoff-options?loc=en_GB
  • You will need to print and attach the label, or show the barcode provided
  • Some UPS Access Points may have parcel size restrictions. This is set by the location and is outside of Case’s control
  • If your parcel cannot be accepted, please visit another UPS Access Point or contact us so we can help arrange an alternative
  • Please email us once your parcel has been dropped off

Option 3. DPD home collection

We can arrange a DPD home collection for your return.

To book a collection, please provide:

  • Your order number
  • Collection address
  • Contact number
  • A preferred weekday for collection

DPD collections take place Monday to Friday, between 9am and 5pm. While we can request AM or PM, the exact time is confirmed by DPD on the day.

You must be present at the collection address and obtain proof of collection from the driver.

If a collection is missed, please contact us so we can rebook it.

Returns Liability

Royal Mail and UPS returns

For Royal Mail and UPS returns, you are responsible for arranging the drop off, printing and attaching the return label or showing the QR or barcode provided, and ensuring the parcel is securely packed.

 

Please keep proof of handover at all times. This may be a drop off receipt or confirmation provided at the handover point. Without proof of posting, we are unable to track the return or process a refund if the parcel is lost in transit.

 

We also recommend emailing us once your parcel has been dropped off so we can monitor its return.

 

DPD home collections

For DPD collections, DPD will send a text message on the day of collection with a one hour pickup window. Please ensure all items are securely packed in a sealed cardboard box. DPD will provide and attach the return labels at the point of collection.

 

You must obtain proof of collection from the driver. Without this, we cannot track the return or process a refund if the item is lost in transit.

 

If a collection is missed, please contact us so we can arrange a rebooking.

 

Safe place collections

If you choose to leave your parcel in a safe place for collection, neither Case nor the courier can accept responsibility for the condition of the item or if it is lost or stolen before collection.

 

For this reason, we strongly recommend that you are present at the collection address whenever possible.

Contact details for Returning Unwanted Items: UK Mainland :

 

Email us - customerservice@caseluggage.com
Call us - 0345 003 8283
Chat with us - Live Chat via www.caseluggage.com
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Returning Unwanted Items: International and Non UK Mainland Returns

Non UK mainland includes Northern Ireland, the Isle of Man, the Channel Islands, and the islands that lie off the coast of mainland Britain, such as the Isle of Wight, Anglesey, the Orkney Islands, Shetland Islands, the Outer Hebrides, Skye, Arran, Bute, Islay, Jura, Mull, Mersea Island, Lindisfarne, and the Isles of Scilly.

 

If your order was delivered outside of the UK mainland, please contact us before returning your item so we can advise on the best return option.

For international and non UK mainland returns:

  • Return shipping costs are the responsibility of the customer
  • Any customs duties or fees are non refundable
  • The original delivery charge is non refundable
  • We recommend using a fully tracked return service

If you have changed your mind about your purchase, items may be returned for a refund provided they are unused, in their original condition, and returned within the following timeframes:

  • Full priced items must be returned within 28 days of delivery
  • Sale or reduced items must be returned within 14 days of delivery

All original packaging, tags, labels, and accessories must be included. Returns that do not meet these conditions may be refused.

 

Return Address for Non UK Mainland and International Returns

 

Please return your item at your own cost to:

Case London Limited
Catalyst House, Ground Floor
720 Centennial Court, Centennial Park
Elstree, WD6 3SY
United Kingdom
Tel: 0208 736 5900

 

Be sure to include a note inside the parcel with your order number clearly marked, for example:

“2000XXXXX return”

 

This allows us to identify your order quickly when it arrives.

 

Once your return has been sent, please email info@caseluggage.com to let us know. Use your order number as the email subject and confirm that the item has been returned.

 

Postage costs are not refundable. We strongly recommend keeping your tracking reference until your refund has been completed.
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Returning Amazon Orders

If you purchased your item through Amazon, please log into your Amazon account and start the return process from your order history.

Amazon will provide all return instructions, labels, and next steps.

Please note that Amazon manages returns and refunds for Amazon orders. We are unable to initiate or amend Amazon returns directly. 
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Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 30 days.

 

Where an item is confirmed to be faulty on arrival or incorrect, we will provide a free return via UPS or arrange a DPD collection. Once the item has been returned and inspected, we will offer a full refund or a replacement, where available.

 

This applies to faulty sale items too. Your rights remain the same under UK consumer law.

 

If an item has been used and later develops a fault, this will usually be handled under the manufacturer’s warranty rather than as a return. In these cases, we’ll guide you through the next steps via our Repairs and Warranty page.
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When a Parcel Is Marked as Delivered but Missing

If your tracking shows your parcel as delivered but you have not received it, please contact us as soon as possible so we can assist.

 

Before getting in touch, we ask that you:

  • Check with all members of your household
  • Check with immediate neighbours in case the parcel was accepted on your behalf
  • Check any available CCTV or video doorbell footage that may show the delivery

If the parcel is still not located, you will be required to file a police report for the missing goods. Once this has been completed, please provide us with the police reference number.

 

We can then contact the courier to open an investigation. Courier investigations are time sensitive and must be raised promptly. Delays in reporting a missing delivery may affect our ability to investigate or offer a resolution.

 

Please note that Case does not file police reports on behalf of customers.
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Monogrammed Items

Items that have been personalised, such as initials or embossing, are made specifically for you and cannot be returned or refunded if you change your mind.

 

If a personalised item is delivered faulty or incorrect, please contact us as soon as possible so we can resolve the issue. 

 

Your rights under UK consumer law remain unaffected.
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Refunds

Once we receive your returned item, please allow 3 to 5 working days for your refund to be processed.

 

Refunds will be issued to the original payment method used at checkout. You will receive an email confirmation once your refund has been processed.

 

Please note that refunds can only be issued once all returned items have been received, checked, and confirmed to be in a resalable condition.

 

For payment specific refund information, including Klarna and PayPal, please see our Payments Options at Case page or the relevant provider page.
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Heathrow returns policy

Our Heathrow airport stores offer an enhanced 60 day returns policy as part of the Heathrow Returns Promise.

 

Please note that return costs are the responsibility of the customer, including any customs duties, tariffs, or taxes if returning items from outside the UK.

 

Returned goods are first sent back to Heathrow and then forwarded to the relevant store for processing.

 

To begin a Heathrow return, please use the following link.
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Your legal rights

Your statutory rights are protected under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.

 

These include:

  • The right to cancel online purchases within 14 days of receiving your order
  • The right to a full refund if an item is faulty within 30 days of delivery
  • Between 30 days and 6 months, we may offer a repair or replacement in the first instance
  • After 6 months, you may be required to demonstrate that the fault was present at the time of delivery

These rights apply in addition to any manufacturer or brand warranty.

 

For more information on repairs and warranties, please see our Repairs and Warranty Information page.
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Need Help

If you have any questions about returns, refunds, or faulty items, our team is always happy to help.

customerservice@caseluggage.com
0345 003 8283
Live chat via https://www.caseluggage.com/

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FAQ's About Refunds & Returns

Can I return an item if I’ve opened the packaging?

Yes, as long as the item is unused, in resalable condition, and all original packaging, tags, labels, and accessories are included.

When will I receive my refund?

Once your return is received and checked, refunds are processed within 3 to 5 working days. Your bank or payment provider may take additional time to show the funds in your account.

Can I return an item to a Case store?

Items purchased in store or collected in store should be returned to a Case store with proof of purchase. Store teams will check the item at the point of return and confirm eligibility based on our returns policy.

Please note that online orders delivered to your home cannot be returned to any of our stores and must be returned using one of the return options outlined above.

What if my parcel is marked as delivered but hasn’t arrived?

If your tracking shows as delivered but you have not received the parcel, please contact us as soon as possible. Courier investigations are time sensitive, and delays in reporting may affect our ability to assist.

Do I need proof of posting for my return?

Yes. Please keep proof of posting or collection for all returns. Without this, we may be unable to track your return or process a refund if the parcel is lost in transit.

Can I return a monogrammed item?

Monogrammed items cannot be returned if you change your mind. If a monogramed item arrives faulty or incorrect, please contact us so we can resolve the issue.

What happens if my item develops a fault after use?

If your item develops a fault after use, this will usually be handled under the manufacturer’s warranty. Please see our Repairs and Warranty Information page for guidance.

Do international returns cost more?

Yes. For international and non UK mainland returns, return shipping costs and any customs charges are the responsibility of the customer.
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Discover More

Find everything you need around returns, exchanges and ongoing support for your order.

 

Store Locator
Find your nearest Case store and visit us in person.

 

Track Your Order
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Orders & Delivery
Learn more about delivery times, shipping options and courier information.

 

Repairs & Warranty
Get support if your item develops a fault and explore repair options.

 

Explore more and manage your order with confidence from start to finish.