Refunds & Returns

EXTENDED CHRISTMAS RETURNS POLICY

All FULL price merchandise purchased from 1st December 2022, can be returned up until 9th January 2023. Any sale/reduced merchandise is subject to our standard returns policy (14 days).

At Caseluggage, 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. Your return needs to be in the same condition delivered, if the tags, labels, and any accessories have been removed then we will not be able to accept your return. Caseluggage has the right to refuse any items returned to us in a used or otherwise damaged condition.


U.K Mainland returns policy

We operate a FREE UK MAINLAND STANDARD RETURNS policy.

Items must be returned within 28 days of purchase (except sale goods which must be returned within 14 days).

Please call our Customer Service Department to arrange collection of the items you wish to return on 0345 003 8283.

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

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

Returns policy for orders shipped out of the UK

If you wish to return an item that was delivered overseas, or outside of the UK Mainland, please contact us to advise us that you wish to return your item(s).

Items must be returned within 28 days of purchase. We are not responsible for the return shipping costs and the original delivery cost will not be refunded.  We recommend that you use a trackable method when posting returns.
 

Receiving your refund

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

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 Caseluggage.

Exchanging an item

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

In order to request an exchange, you will need to phone our Customer Services Department 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

Incorrect item received

Please phone our Customer Services Department on 0345 003 8283 who will arrange for a collection of the incorrect 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 Services Department within 5 working days of receipt of the product.

Damaged item received

Please phone our Customer Services Department on 0345 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 Services Department within 5 working days of receipt of the product.

Returning an online order in stores

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

Airport Store return policy

The refund policy is dependent upon the airport that you are shopping in.

For more detailed information, please visit the store page in our store locator or the individual airport's website:

Heathrow

Gatwick

Purchases from our stores at Gatwick must be returned along with a completed returns form which can be downloaded here. Any full-priced merchandise must be returned within 28 days of purchase, and any sale/reduced items must be returned within 14 days of purchase.

Monogramming return policy

Once a product has been personalized with monogramming, it may not be returned or exchanged.