Repairs and Warranty Information

At Case, we recognise that high-quality luggage is an investment. If your item develops a fault or needs a repair, we're here to help whether it’s covered under warranty or not.

 

This page explains:

  • What to do if your item is faulty
  • How warranty claims work
  • Repair options available (both within and outside warranty)
  • How to contact us or the brand directly
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Warranty

What your warranty covers

We work with premium brands that offer warranties ranging from 2 years to lifetime coverage.

These warranties typically cover faults in materials and workmanship, such as broken handles, faulty zips, or wheel issues caused by a manufacturing defect.

To make a warranty claim, you’ll need to provide proof of purchase: this can be your online order confirmation or your receipt from one of our stores.

 

Please note: Most brand warranties do not cover:

  • Airline damage
  • Accidental damage
  • Cosmetic wear (scratches, scuffs)
  • Misuse or general wear and tear

If your luggage is damaged during travel (for example, cracked shell or missing wheels after a flight), you must report the issue to the airline before leaving the airport. Airlines are often responsible for damage that occurs in transit.

Repair options outside warranty

If your item has been damaged due to wear and tear, an accident, or a cause not covered by the warranty, we may still be able to help. Some brands operate their own dedicated repair centres, while others use authorised third-party specialists.

 

Even if your warranty has expired or doesn’t apply, you can still send your item to us for a repair assessment. Please see the process below.
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Repair Process 

We want to make your warranty or repair experience as simple as possible. Repairs and warranty inspections can take between 4–6 weeks, depending on the brand and part availability. 

 

Some brands require items to be inspected by their authorised repair centres before a repair or replacement can be approved.

 

Please note: Some brands require warranty claims to be submitted directly and do not allow Case to act on your behalf. You’ll find this clearly marked in the brand table below.

 

Damage caused during airline handling must be reported to the airline before leaving the airport, as airlines are usually responsible for damage occurring during transit.

Within 30 Days of Purchase:

If your luggage develops a fault under warranty within the first 30 days of use, the item must be returned to us for inspection so we can confirm the cause of the issue before issuing a refund or replacement.

 

Once the fault has been confirmed, we will provide you with a free returns label and you can either –

 

Return Option 1: UPS Label (drop off only)

  • Take your parcel to a UPS Access Point – find one here. Visit https://www.ups.com/gb/en/business-solutions/pickup-dropoff-options?loc=en_GB and click Find a UPS location to locate the nearest one.
  • You’ll need a printer to attach the label. Please email me once dropped off and keep your proof of posting receipt.
  • If it’s easier, I can also send a Barcode code you can show at the drop-off point instead of printing.

Please reply with your collection address and a contact number.

 

Return Option 2: DPD Collection

I can arrange a DPD collection for you. Please provide your collection address, a contact number, and a convenient weekday for pickup (DPD collects Monday–Friday, 9am–5pm). Please not this is only a request on my end not guaranteed.

The parcel must be securely packed in a cardboard box and sealed, as DPD cannot accept unboxed items.

You’ll also need to obtain proof of collection from the driver.

You must obtain proof of collection from the driver, as this will be needed in case of any delivery issue.

 

To arrange this, please provide your collection address a contact number and your preferred collection date

 

Once we receive your item, we will inspect it to confirm the cause of the fault. If the issue is confirmed as a manufacturing defect, we will offer either a refund or replacement.

30 days to 6 months:

If your luggage develops a fault between 30 days and 6 months, contact the manufacturer’s repair centre directly for an inspection to determine if it’s a manufacturing defect. 

This is usually the quickest way to resolve the issue. 

Alternatively, you can send it back to us, and we’ll liaise with the manufacturer to inspect and return the item to you at no charge.

6 months to 1 year:

Warranty coverage depends on the manufacturer’s terms. 

Please contact the brand’s repair centre directly (see table below for information). 

Alternatively, if you prefer us to handle the warranty claim on your behalf, you can send the item back to us. 

We will then liaise with the manufacturer to inspect the Case and return the bag to you free of charge. 

Over 1 Year:

For items older than one year, you may send them to us for a repair assessment. 

However, please check the brand’s website or refer to the table below to see if your item is still under warranty. 

Case is not responsible for confirming your item’s warranty status after the first year.

If you would like us to arrange a UPS return label, a £15 fee applies. 

We will return your item to you free of charge once the repair is complete. 

Alternatively, you may send the item to us at your own cost. 

We will then forward it to the appropriate repair centre on your behalf. 

 

Please send your item to the following address:

 

Case London Limited
Catalyst House, Ground Floor
720 Centennial Court, Centennial Park
Elstree
WD6 3SY

 

Please ensure your parcel includes your order number, the brand name, and your full name as a reference.


Email us in advance to confirm that you would like Case to handle the repair and that you are sending the item yourself. 

Once shipped, please provide the tracking number and monitor its delivery to ensure it reaches us safely.

International Repairs:

If you are located outside the UK, return shipping costs will apply when Case manages your repair.

 

This includes items:

  • Delivered outside the UK
  • Sent to us from outside the UK
  • Purchased in store but returned to a non UK address
  • Handed into store where the return address is outside the UK

International courier charges will be confirmed before dispatch and must be paid in full prior to shipment.

You may alternatively arrange your own courier collection from us once the repair is complete.

Important

Case is not responsible for the cost of sending your item to the repair centre. If a repair is not covered under warranty, charges may apply. We will always confirm any costs before proceeding.
Brand Range Warranty Period Warranty Registration What is Covered Airline Damage Covered? Repair Centre Contact Details Notes
Aleon All ranges Worry-Free Warranty Please register at: Warranty Registration Manufacturing defects No Aleon Please make a claim directly with Aleon online form: Request Repair
Bellroy Luggage 10 Years (faults in materials and workmanship) Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase.

Bellroy's warranty covers faults in materials and or workmanship and significant manufacturing defects during normal use only. This includes issues with:

  • Breaks in the luggage shell compromising structural integrity
  • Broken parts impacting product functionality such as malfunctioning wheels, broken handles, or defective zippers
 No Bellroy

To submit a warranty claim for Bellroy luggage, please contact:

Email: support@bellroy.com

You will need to provide:

  • A copy of your purchase invoice from Case (let us know if you need another copy)
  • A brief description and photo(s) of the issue

Bellroy will assess your case and advise if the item can be repaired with replacement parts, replaced entirely, or refunded.

Replacement parts and shipping are covered for the first 2 years from purchase.

Warranty does not cover:

  • Cosmetic damage like scratches, scuffs, stains, or discoloration
  • Unreasonable use of the product or neglect
  • Changes of mind after purchase

We would only replace or refund your Bellroy if this occurred within 30 days of purchase.
Bellroy Bags 6 Years (faults in materials and workmanship) Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase.

Bellroy's warranty covers faults in materials and or workmanship and significant manufacturing defects during normal use only. This includes issues with:

  • Breaks in the luggage shell compromising structural integrity
  • Broken parts impacting product functionality such as malfunctioning wheels, broken handles, or defective zippers
 No Bellroy

To submit a warranty claim for Bellroy luggage, please contact:

Email: support@bellroy.com

You will need to provide:

  • A copy of your purchase invoice from Case (let us know if you need another copy)
  • A brief description and photo(s) of the issue

Bellroy will assess your case and advise if the item can be repaired with replacement parts, replaced entirely, or refunded.

Replacement parts and shipping are covered for the first 2 years from purchase.

Warranty does not cover:

  • Cosmetic damage like scratches, scuffs, stains, or discoloration
  • Unreasonable use of the product or neglect
  • Changes of mind after purchase

We would only replace or refund your Bellroy if this occurred within 30 days of purchase.
American Tourister All ranges 2 years Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase. American Tourister’s warranty covers defects in material and workmanship. It is limited to manufacturing defects and does not extend to damage caused by misuse, neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear, or damage incurred during transportation (for example by airlines). No K2 Global

K2 Global accept walk-in appointments and you can also use their portal:

https://www.fixmybag.com/warranty-cover.asp

K2 Global Limited
Unit 1 Priors Way Industrial Estate
Priors Way
Maidenhead
Berkshire
SL6 2HP

Phone: 01628 591181
Email: repair@k2global.co.uk
Bric's Bellagio 2, Firenze, Life, X Travel, X Bags, Pelle, Amalfi, Positano, Andy Warhol, Como, B|Y, Ulisse 5 years Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase.

BRIC’S warranty does not cover deterioration due to use, damage caused to the product due to improper use (example carrying unusual objects), heat exposure, contact with acids or solvents, water infiltration, or damage caused in the course of transportation.

BRIC’S warranty does not cover damage caused by airline carriers. When retrieving luggage after a flight or train journey, please check it carefully and, if it had been mishandled, immediately file a claim with the airline. Most major airlines are prepared to cover damage caused due to mishandled luggage.

 No K2 Global

K2 Global accept walk-in appointments and you can also use their portal:

https://www.fixmybag.com/warranty-cover.asp

K2 Global Limited
Unit 1 Priors Way Industrial Estate
Priors Way
Maidenhead
Berkshire
SL6 2HP

Phone: 01628 591181
Email: repair@k2global.co.uk
Bric's BLF Life Trolley and Wheeled Duffle, BPL Life Pelle Trolley, BBJ Firenze Trolley and Wheeled Duffle, BRK Capri Trolley, BNK Positano Trolley, BXL X-Collection Trolley and Wheeled Duffle Lifetime Warranty (for purchases from 1st May 2024) Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase.

BRIC’S warranty does not cover deterioration due to use, damage caused to the product due to improper use (example carrying unusual objects), heat exposure, contact with acids or solvents, water infiltration, or damage caused in the course of transportation.

BRIC’S warranty does not cover damage caused by airline carriers. When retrieving luggage after a flight or train journey, please check it carefully and, if it had been mishandled, immediately file a claim with the airline. Most major airlines are prepared to cover damage caused due to mishandled luggage.

 No K2 Global

K2 Global accept walk-in appointments and you can also use their portal:

https://www.fixmybag.com/warranty-cover.asp

K2 Global Limited
Unit 1 Priors Way Industrial Estate
Priors Way
Maidenhead
Berkshire
SL6 2HP

Phone: 01628 591181
Email: repair@k2global.co.uk
Briggs & Riley All ranges Lifetime Warranty Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase. Briggs & Riley's warranty covers the repair of all functional aspects of your Briggs & Riley item for the life of your item. It does not cover cosmetic wear or cleaning, damage of contents, or the replacement of lost or stolen bags and or its contents. Yes. If airline does not cover damage, Briggs & Riley will repair it for free. K2 Global

K2 Global accept walk-in appointments and you can also use their portal:

https://www.fixmybag.com/warranty-cover.asp

K2 Global Limited
Unit 1 Priors Way Industrial Estate
Priors Way
Maidenhead
Berkshire
SL6 2HP

Phone: 01628 591181
Email: repair@k2global.co.uk

 Briggs & Riley do a DIY repair kit: https://briggs-riley.co.uk/pages/uk-lifetime-guarantee
Carl Friedrik All ranges Lifetime Warranty Must register your item in order to qualify for repair: https://www.carlfriedrik.com/int/pages/lifetime-warranty Carl Friedrik offer a lifetime warranty covering repairs or replacements for functional damages. This includes all stitching, zips, metalwork, and handles. This warranty does not cover the natural ageing of materials or normal wear and tear. No Carl Friedrik

Please click this link to begin your warranty claim:

https://carlfriedrikus-helpcenter.gorgias.help/en-US/how-do-i-make-a-warranty-claim-254285

Alternatively email: contact@carlfriedrik.com
Chipolo All ranges 2 years Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase. Chipolo's warranty covers defects in materials and workmanship. Excludes misuse, accidents, and modifications. Contact our Customer Services Department

Contact Us at Case Luggage

Phone: 0345 003 8283
Email: customerservice@caseluggage.com
Live Chat: Available on our website at www.caseluggage.com
Delsey Shadow Limited 5-Year Warranty Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase. Delsey’s warranty covers manufacturing defects in materials and workmanship under normal use. It does not cover airline damage, misuse, accidents, abrasion, or normal wear and tear. No Delsey Service Centre

To submit a warranty claim, please visit:

https://delseyhelp.zendesk.com/hc/en-gb/requests/new and select Warranty, Repairs & Customer Service.

You will need to provide:

  • A copy of your purchase invoice from Case (let us know if you need another copy)
  • The warranty certificate (if included)
  • A brief description and photo(s) of the issue

Delsey will assess your case and advise whether the product can be repaired or replaced under their commercial warranty. Full return instructions will be provided if needed.

Alternatively, you may contact the authorised repair centre directly:

Delsey Service Centre UK
Unit 25 Alpha Garden Centre
238 London Road
Wickford
Essex
SS12 0JX

Phone: 01268 571100
Email: aftersales@delseyserviceuk.com
Delsey Chatelet Air 2.0, Cadence Limited 10-Year Warranty Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase. Delsey’s warranty covers manufacturing defects in materials and workmanship under normal use. It does not cover airline damage, misuse, accidents, abrasion, or normal wear and tear. No Delsey Service Centre

To submit a warranty claim, please visit:

https://delseyhelp.zendesk.com/hc/en-gb/requests/new and select Warranty, Repairs & Customer Service.

You will need to provide:

  • A copy of your purchase invoice from Case (let us know if you need another copy)
  • The warranty certificate (if included)
  • A brief description and photo(s) of the issue

Delsey will assess your case and advise whether the product can be repaired or replaced under their commercial warranty. Full return instructions will be provided if needed.

Alternatively, you may contact the authorised repair centre directly:

Delsey Service Centre UK
Unit 25 Alpha Garden Centre
238 London Road
Wickford
Essex
SS12 0JX

Phone: 01268 571100
Email: aftersales@delseyserviceuk.com
Eagle Creek All ranges No Matter What® Warranty Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase.

Eagle Creek’s No Matter What® Warranty covers all functional aspects of the product for the lifetime of the original owner’s gear, including wheels, handles, zippers, fabric tears, frames, and buckles.

It does not cover cosmetic damage, wear and tear, replacement after the item’s life expectancy, damage due to abuse or modification, or loss of contents.

The warranty offers free replacement parts (with shipping fees) for common repairs like wheel replacements or broken buckles. For issues with handles, zippers, or bag tears, customers should follow the repair process and send the item to an Eagle Creek Warranty Center.

 No Scottish Mountain Gear LTD

To submit a claim, fill in the online form: Scottish Mountain Gear - Eagle Creek. Or contact them directly:

Scottish Mountain Gear Ltd
Unit 17 Fisherrow Industrial Estate
Newhales Road
Musselburgh
EH21 6RU

0845 330 3140 or 0131 653 1310
Email: info@scottishmountaingear.com
Eastpak All ranges 30-Year Limited Warranty Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase. Eastpak warranty covers manufacturing defects. Excludes transport damage (for example airline damage), misuse, and normal wear and tear. No VF Northern Europe

Warranty and Repair Process

Download the necessary documents:

Visit the Eastpak Warranty Page: https://us.eastpak.com/pages/warranty

Download the Warranty Coverage Document and Pricelist to see what is covered by Eastpak’s global warranty policy.

Complete the Repair Form:

  • Download and print the Repair Form
  • Fill in the required details and mark the defects on the bag

Send your bag for repair to the address provided on the Repair Form:

Returns Department
V.F Northern Europe Ltd
Park Road
Calverton
Nottingham
NG14 6GA

Include the completed repair form and a proof of purchase or receipt.

If you no longer have the receipt, the production date on the inside care label will be used.

For further assistance, you can reach Eastpak at: Phone: 0155 965 6565

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Ettinger All ranges Covers stitching failures, assembly defects, material failures, and metal fitting defects. Excludes normal wear and tear. No Contact our Customer Services Department

Contact Us at Case Luggage

Phone: 0345 003 8283
Email: customerservice@caseluggage.com
Live Chat: Available on our website at www.caseluggage.com
Fulton Umbrellas All ranges Does not cover wind damage No
Joules All ranges 5-Year Warranty Covers manufacturing defects only. Excludes airline damage. No Pelham Leather Goods

Pelham After Sales Service Centre

Pelham Leather Goods Ltd
110 Centennial Avenue
Centennial Park, Elstree
Herts, WD6 3SB

Phone: +44 (0)20 8731 3500
Email: info@pelhamgroup.co.uk
Klean Kanteen All ranges Lifetime Strong as Steel Guarantee Covers serviceable parts (gaskets, air valves). Excludes scratches, dents, and normal wear. Contact our Customer Services Department

Contact Us at Case Luggage

Phone: 0345 003 8283
Email: customerservice@caseluggage.com
Live Chat: Available on our website at www.caseluggage.com
Mous Backpacks Limited Lifetime (25 years) Please register at: https://uk.mous.co/pages/mous-warranty-activation

The Mous Warranty relates to manufacturing and workmanship. It does not cover any problem or damage to an item that is caused by or originates from:

  • Installation or application failures
  • Daily wear and tear
  • Drops and falls
  • Liquid damage
  • Intentional modifications or third-party repairs
  • Items not sold by Mous or authorised resellers
  • Theft or loss of the product
  • Damage caused by misuse or mishandling
  • Damage caused by poor storage, burns, solvents, animals, varying environments, exposure to extreme temperatures or natural phenomena
  • Peeling or deterioration to the artwork on Mous Collabs cases
 No Mous Please fill in the online form: https://uk.mous.co/pages/mous-warranty-activation Mous warranty only applies to an original, purchased item. Any product which has already been issued as a warranty replacement is not subject to the same policy and will not be replaced again.
Osprey All ranges ALL MIGHTY GUARANTEE™ Please register at: Product registration If you discover any defect in material and workmanship under normal use and maintenance, Osprey will repair or replace it free of charge. No Osprey Please register an account and fill in the form: https://www.osprey.com/gb/customer-support/all-mighty-guarantee
Peak Design All ranges Lifetime Warranty Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase.

Peak Design's Lifetime Warranty covers:

  • Manufacturing defects
  • Failures or breakages that render part or all of your product to become non-functional

Peak Design's Lifetime Warranty does not cover:

  • Cosmetic blemishes, scratches, stains, or wear and tear
  • Failures or breakages due to misuse, neglect, accidents, or intentional damage
  • Things they don’t manufacture themselves (apparel)
 No Peak Design Please go to this link and fill in a warranty form: https://www.peakdesign.com/en-gb/pages/warranty
Porsche Design All ranges 2-Year Warranty Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase. Covers damages outside of normal wear and tear. No K2 Global

K2 Global accept walk-in appointments and you can also use their portal:

https://www.fixmybag.com/warranty-cover.asp

K2 Global Limited
Unit 1 Priors Way Industrial Estate
Priors Way
Maidenhead
Berkshire
SL6 2HP

Phone: 01628 591181
Email: repair@k2global.co.uk
Rains All ranges 2-Year Warranty No Contact our Customer Services Department

Contact Us at Case Luggage

Phone: 0345 003 8283
Email: customerservice@caseluggage.com
Live Chat: Available on our website at www.caseluggage.com
Roka All ranges Limited Warranty (1 year) Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase. Covers damages outside of normal wear and tear. No Contact our Customer Services Department

Contact Us at Case Luggage

Phone: 0345 003 8283
Email: customerservice@caseluggage.com
Live Chat: Available on our website at www.caseluggage.com
Samsonite C lite, Lite-Box Aluminium, Proxis, Proxis Aluminium, Major-Lite Limited 10-Year Global Warranty Please register at: https://my.samsonite.com/ The warranty covers any manufacturing defects in materials or workmanship. It does not cover damage caused by misuse, improper handling (such as airline damage), normal wear and tear, cosmetic changes, or issues related to electronic components. Claims must be supported by a valid proof of purchase and assessed by an authorised Samsonite Service Centre. No K2 Global

K2 Global accept walk-in appointments and you can also use their portal:

https://www.fixmybag.com/warranty-cover.asp

K2 Global Limited
Unit 1 Priors Way Industrial Estate Priors Way
Maidenhead
Berkshire
SL6 2HP

Phone: 01628 591181
Email: repair@k2global.co.uk

 If you're based in London and did not purchase your Samsonite item from Case, or if you prefer not to wait for K2 Global, you can contact Samsonite’s Oxford Street service centre directly: WhatsApp 07300 232091, Landline 0204 505 3542, Email repair.oxford.street@samsonite.com
Samsonite Lite-Shock, Lite-Cube 10 Years Please register at: https://my.samsonite.com/ The warranty covers any manufacturing defects in materials or workmanship. It does not cover damage caused by misuse, improper handling (such as airline damage), normal wear and tear, cosmetic changes, or issues related to electronic components. Claims must be supported by a valid proof of purchase and assessed by an authorised Samsonite Service Centre. No K2 Global

K2 Global accept walk-in appointments and you can also use their portal:

https://www.fixmybag.com/warranty-cover.asp

K2 Global Limited
Unit 1 Priors Way Industrial Estate Priors Way
Maidenhead
Berkshire
SL6 2HP

Phone: 01628 591181
Email: repair@k2global.co.uk

 If you're based in London and did not purchase your Samsonite item from Case, or if you prefer not to wait for K2 Global, you can contact Samsonite’s Oxford Street service centre directly: WhatsApp 07300 232091, Landline 0204 505 3542, Email repair.oxford.street@samsonite.com
Samsonite Nuon, Ecodiver, Biz 2 Go, Airea, Stackd, Neopod, Spectrolite 3.0, D'Lite, Upscape, Pro Dlx 6, Splendix, Re-Lite, Respark Limited 5-Year Global Warranty Please register at: https://my.samsonite.com/ The warranty covers any manufacturing defects in materials or workmanship. It does not cover damage caused by misuse, improper handling (such as airline damage), normal wear and tear, cosmetic changes, or issues related to electronic components. Claims must be supported by a valid proof of purchase and assessed by an authorised Samsonite Service Centre. No K2 Global

K2 Global accept walk-in appointments and you can also use their portal:

https://www.fixmybag.com/warranty-cover.asp

K2 Global Limited
Unit 1 Priors Way Industrial Estate Priors Way
Maidenhead
Berkshire
SL6 2HP

Phone: 01628 591181
Email: repair@k2global.co.uk

 If you're based in London and did not purchase your Samsonite item from Case, or if you prefer not to wait for K2 Global, you can contact Samsonite’s Oxford Street service centre directly: WhatsApp 07300 232091, Landline 0204 505 3542, Email repair.oxford.street@samsonite.com
Samsonite Airglow, Mysight, Zalia 3.0 2-Year Warranty Please register at: https://my.samsonite.com/ The warranty covers any manufacturing defects in materials or workmanship. It does not cover damage caused by misuse, improper handling (such as airline damage), normal wear and tear, cosmetic changes, or issues related to electronic components. Claims must be supported by a valid proof of purchase and assessed by an authorised Samsonite Service Centre. No K2 Global

K2 Global accept walk-in appointments and you can also use their portal:

https://www.fixmybag.com/warranty-cover.asp

K2 Global Limited
Unit 1 Priors Way Industrial Estate Priors Way
Maidenhead
Berkshire
SL6 2HP

Phone: 01628 591181
Email: repair@k2global.co.uk

 If you're based in London and did not purchase your Samsonite item from Case, or if you prefer not to wait for K2 Global, you can contact Samsonite’s Oxford Street service centre directly: WhatsApp 07300 232091, Landline 0204 505 3542, Email repair.oxford.street@samsonite.com
Sara Miller All ranges 5-Year Warranty Covers faulty workmanship and defective parts (zips, handles, studs, rivets). No Pelham Leather Goods

Pelham After Sales Service Centre

Pelham Leather Goods Ltd
110 Centennial Avenue
Centennial Park, Elstree
Herts, WD6 3SB

Phone: +44 (0)20 8731 3500
Email: info@pelhamgroup.co.uk
Secrid Vintage, Pebble, Crisple, Stitch, Cardprotector, Art, Carbon, Cubic, Giraffina, Glitter, Hexagon, Leo, Matte, Zebra, Original, Optical 2-Year Warranty Please register at: https://secrid.com/en-gb/my-secrid/ to receive an extra year of warranty for a total of three years. Covers faulty workmanship and defective parts Contact our Customer Services Department

Contact Us at Case Luggage

Phone: 0345 003 8283
Email: customerservice@caseluggage.com
Live Chat: Available on our website at www.caseluggage.com
Secrid Emboss Lines & Diamond, Floral, Basco, Dusk 4-Year Warranty Please register at: https://secrid.com/en-gb/my-secrid/ extended to five years after product registration. Covers faulty workmanship and defective parts
Serapian All ranges 2-Year Warranty Covers defects in materials and workmanship. Excludes improper use and washing. No Contact our Customer Services Department Tel 0345 003 8283, email customerservice@caseluggage.com or use Live Chat.
Tumi All ranges 5-Year Warranty Please register at: https://uk.tumi.com/tumi-tracer/ First Year covers all damage, including airline damage. Years 2 to 5 covers manufacturing defects and normal wear and tear. Yes (first year only) Tumi

Fill out the online form:

https://uk.tumi.com/my-account/repair-services/

Or contact the Tumi repair centre:

Tumi Repair Center
Hans-Böckler-Str. 6
59423 Unna
Germany

Email: repairs.europe@tumi.com

Please make sure to have your proof of purchase available.
Victorinox All ranges 1 + 10 Years Warranty

During the first twelve months of ownership, your product is covered by the Victorinox Total Protection Programme.

This includes manufacturing defects, normal wear and tear, airline handling and transit damage. This excludes abuse, cosmetic damage (scratches on leather, polycarbonate, or stained fabrics), incidental or consequential damage (such as damage to or loss of content of the bag, loss of use, or loss of time), abrasion, solvents and accidents.

Note that the electronic device or function integrated in your travel product is not covered by this warranty.

The Total Protection Programme covers repair expenses, shipping costs to and from the repair centre, or a replacement product (of identical or equivalent value) if your product is beyond repair. Warranty repairs must be carried out at an approved Victorinox service centre.

The Quality Warranty Programme covers the repair expenses or a replacement product (of identical or equivalent value) if your product is beyond repair, and the shipping cost from the repair centre.

You are required to either ship your product for repair, postage paid, or take it to a Victorinox store or an authorised Victorinox retailer. If it turns out the repair is not covered by the warranty, your service centre will contact you with an estimate including repair fees and return shipping costs.

 Yes (first year only) Victorinox

Option 1: Email Victorinox

Send the following to service.travelgear.ch@e-mail.victorinox.com:

  • Product reference numbers (find these on a label inside your product)
  • STYLE number (example STYLE #30333501)
  • PO number (example PO# 17500)
  • Problem description
  • Proof of purchase (attach a scan of your receipt)
  • Contact information (full name, phone number, and address)

They will get back to you with a solution as soon as possible.

Option 2: Visit a Flagship Store

Location: 388 Oxford St, London W1C 1JT, United Kingdom
Phone: +44 20 7647 9070
Yvonne Ellen Luggage 5 Years Warranty is valid from the date of purchase. No registration required. Please retain proof of purchase. Covers faulty workmanship and defective parts (zips, handles, studs, rivets). No Pelham Leather Goods

Pelham After Sales Service Centre

Pelham Leather Goods Ltd
110 Centennial Avenue
Centennial Park, Elstree
Herts, WD6 3SB

Phone: +44 (0)20 8731 3500
Email: info@pelhamgroup.co.uk

Important Information

Proof of purchase

A valid proof of purchase is required for all warranty claims. This may be your online order confirmation or store receipt.

Spare parts

Case does not hold or supply spare parts for any brands. All replacement parts and component repairs are provided solely by the brand or their authorised repair centres.

Repair assessments

Items requiring inspection must be returned so they can be assessed by the authorised repair centre. 

Repair times are typically 4 to 6 weeks, depending on workload and parts availability. 

During peak periods this may take longer.

Packaging requirements

All items must be securely packed in a sealed cardboard box. 

Couriers will not accept unboxed items. 

Case does not provide packaging.

If an item is not packaged correctly, the sender accepts responsibility for any transit damage. 

Case cannot be held liable for damage caused by insufficient packaging.

Repair costs

If a repair is not covered under warranty, charges may apply. These are set by the authorised repair centre. You will always be informed of any costs before work is carried out.

Warranty responsibility

Warranty coverage varies by brand and product. 

Please refer to the table above or the brand’s official terms.

For items over one year old, customers are responsible for confirming warranty eligibility.

Airline damage

Damage occurring during a flight must be reported to the airline before leaving the airport. 

Airline damage is not covered by most manufacturer warranties.

Brand specific restrictions

Some brands require claims to be submitted directly and do not allow retailers to act as intermediaries. 

These brands are clearly marked in the table above.

 

Some brands require warranty claims to be submitted directly to their authorised repair centres and do not allow retailers to act as intermediaries.

This currently applies to:

• Delsey
• Eagle Creek
• Eastpak
• Victorinox

If your item is from one of the above brands, please follow the brand specific process outlined in the warranty table.

If you purchased your item from Case and need assistance, particularly within the first 6 months, we are still happy to help where possible in line with your consumer rights.
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FAQ's About Repairs and Warranty Information

How do I make a warranty claim with Case?

If your item develops a fault, contact our Customer Services team with your order number or receipt, photos of the issue, and the brand name. We will guide you through the next steps or direct you to the brand’s authorised repair centre where required.

 

What does a luggage warranty usually cover?

Most warranties cover manufacturing defects in materials or workmanship. This can include faulty zips, broken handles, or wheel issues caused by a defect, not everyday use.

 

What is not covered under luggage warranties?

Warranties usually do not cover airline damage, accidental damage, cosmetic wear such as scratches or scuffs, misuse, or general wear and tear from regular travel.

 

Is airline damage covered by warranty?

In most cases, no. If your luggage is damaged during a flight, you must report it to the airline before leaving the airport. Airlines are typically responsible for transit damage.

Do I need proof of purchase for a repair or warranty claim?

Yes. You will need your online order confirmation or store receipt. If you no longer have this, contact Case and we will help where possible.

 

How long do luggage repairs take?

Repairs and warranty inspections usually take between 4 and 6 weeks. This depends on the brand, repair centre workload, and availability of parts.

 

Can Case handle my repair on my behalf?

Yes, for many brands. However, some manufacturers require customers to submit claims directly. These brands are clearly listed in the warranty table on this page.

 

What happens if my luggage is faulty within 30 days?

If a fault develops within 30 days of purchase and is covered by warranty, we will provide a free FedEx return label. Once inspected, we will offer a refund or replacement.

 

What if my luggage develops a fault after 30 days?

Between 30 days and 6 months, you can contact the brand’s repair centre directly or send the item back to Case and we will liaise with the manufacturer on your behalf.

 

Can I still repair my luggage if it is out of warranty?

Yes. Even if your item is outside warranty, we can arrange a repair assessment. Repair costs may apply, and we will always confirm charges before proceeding.

 

Is there a charge to send my luggage for repair?

For items over one year old, a £15 return handling fee applies if you would like Case to arrange the return on your behalf for UK Mainland addresses only. You can also send the item to us at your own cost.

 

Will Case confirm if my item is still under warranty?

For items over one year old, warranty status depends on the brand’s terms. Customers are responsible for checking coverage, but we are happy to assist where possible.

 

What should I include when sending my item for repair?

Please include your order number, full name, brand name, and contact details inside the parcel. Always email us before sending your item and share your tracking number once dispatched.
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Discover more

Find everything you need to support your luggage, from returns and delivery to care and maintenance.

 

Returns & Refunds
Understand your rights and how our returns process works.

 

Orders & Delivery
Learn more about delivery options and shipping timelines.

 

Cabin & Check-in Size Guides
Make sure your luggage meets airline requirements before you travel.

 

Contact Customer Services
Speak to our team by phone, email or live chat for support.

 

Shop Luggage
Explore our full range of premium luggage, backpacks and travel accessories.

 

Explore more and keep your luggage performing at its best, wherever you travel.
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Need help?
If you need any further assistance, contact our Customer Services team on 0345 003 8283, email customerservice@caseluggage.com, or use Live Chat at www.caseluggage.com.

We’re always happy to help with warranty and repair enquiries.