General
How can I make a warranty claim?
Should you need to make a warranty claim, you can find all the details here.
Why haven't my personalised accessories arrived?
Monogrammed/personalised accessories are delivered separately from our luggage, from a different distribution centre, so they will arrive in a different package, and not necessarily on the same day. This is stated on the product order page. Personalised products will take 3-5 days to arrive in the UK, and 5-10 days in the EU. They are delivered by Royal Mail.
Can I buy a personalised bag tag or luggage strap as a separate item?
Unfortunately, our bag tags and luggage straps can only be bought as "add-on" products and are not sold as separate items. They can be purchased alongside a suitcase or bag, where there is a "Personalise this product" button option on the product page, which can be found underneath the colour swatches.
We're not able to arrange orders of bag tags or luggage straps separately or after an order of other luggage items has completed, and these personalised items cannot be returned.
Will my luggage strap fit my suitcase?
Our personalised luggage straps fit around most Medium and Large suitcases. The strap will fit around the Clifton Medium (including when expanded) suitcase and a Clifton Large suitcase (but not when expanded). The luggage strap also fits a Stamford suitcase (including when expanded) but not a Stamford Large suitcase.
The straps are not designed to go around Cabin size suitcases.
I paid for next-day delivery, why hasn't my order arrived?
The deadline for next-day delivery is midday/12pm. This is valid Monday-Thursday, so you must place your order by midday, for example on a Monday, for it to arrive with you on Tuesday, or Tuesday, to arrive with you on Wednesday.
If we receive your order after the midday cut-off time, then it will be picked up the following day, and arrive the day after that. For example, if you order at 6pm on a Monday, your order will be picked up on Tuesday and arrive on Wednesday. We state this as clearly as possible at the checkout.
Orders placed after midday on a Friday, or on a Saturday or Sunday, will be picked up on the Monday, and arrive on a Tuesday.
How long does delivery take?
UK delivery options are as follows:
Standard Delivery
You'll receive your product within 3-5 working days.
If you are not in when our courier DPD arrives, a card will be left at the delivery address advising of the attempted delivery. The card will give you instructions on how to rearrange delivery or how you can collect the goods.
Express Delivery (£3.95)
You'll receive your product within 2 working days if your order is placed before 3pm. For orders placed after 3pm on a Friday, delivery will be the following Wednesday.
This option is not available in Northern Ireland.
Next Day Delivery (£6.95)
You'll receive your product the next day if your order is placed before 12pm. For orders placed after 12pm on a Friday, the next working day will be considered the following Tuesday.
This option is not available in Northern Ireland.
How do I set my TSA lock?
You can find more details on how to set your TSA lock, and what to do if you’re having trouble with it, on our locks page here.
Do your suitcase locks come with keys?
Please see our locks page here for how to set your luck. But no, our suitcases feature a TSA-combination lock. These types of lock use a combination code that you set yourself when you receive the suitcase—think of it like a 3-digit PIN code. Instructions on how to set this lock are included in the 'Owner's Manual' booklet that comes with your case.
It's important to remember your code, because once it's set, it's understandably tricky for us to help you figure out what it is! The Owner's Manual includes space for you to make a note of your code, which we advise you to keep in a safe place.
TSA locks are internationally recognised and designed so that if airport security services need access to your case, they will be able to open it without breaking it.
For more information on how to set your lock, head to our locks page here.
I ordered two products but only one has arrived, what should I do?
Suitcases and bags
We aim to make our deliveries as efficient as possible, to save on packaging. If you’ve ordered multiple products, for example a cabin and a medium suitcase, or a suitcase and a backpack or holdall, we pack our products inside each other. Please unzip and check inside the largest suitcase, and your second bag or suitcase will most likely be there.
Monogrammed accessories
Our personalised luggage straps and bag tags will arrive separately by post, and take 3-5 working days in the UK (5-10 workings days in Europe) to arrive due to the monogramming process. They are fulfilled from a different location, as shown on the order screen when placing your order.
What’s the best way to store my suitcases? Do they nest inside each other?
Yes, our suitcase sets are designed to nest neatly inside each other, so if you have a set of the same collection, you can store your cabin suitcase inside your medium suitcase, and then the pair of them inside your large suitcase.
My Chelsea overnight bag or weekender bag is missing its shoulder strap—what's happened?
Our Chelsea overnight bag and Chelsea weekender come with a detachable shoulder strap. The strap is usually found folded up, in one of the zipped pockets of the bags, so you may not immediately notice it. Please look in all pockets before getting in touch with us if you think your bag has arrived without one.
How do I return an item?
If you're not completely satisfied with your purchase, or if your new purchase has arrived with a fault, you can arrange a complimentary return. Please see the full details about how to arrange a return on our returns page here.
What is your policy on returns?
We will accept the return of any goods within 28 days from the date of delivery. All items for return must be in their original packaging, including the dust bag, and must be unused.
Which is your lightest suitcase?
We understand that in today's travel environment, it's essential to be able to pack more of what you want. We are proud of our reputation as a world leader in luggage, with lightweight design remaining at the heart of our development and innovation.
Our lightest cabin suitcases are our Lincoln and Portobello hard-sided cabin cases—both 2.5kg, and our Stirling cabin with 4 double spinner wheels, which is also 2.5kg.
We adopt this ideology across all of our products, so that you can have peace of mind that your suitcase, laptop bag, holdall or backpack is as light as possible without jeopardising the integrity and quality of the cases.
What is the difference between polycarbonate and polypropylene in hard-sided suitcases?
Both polycarbonate and polypropylene are best-in-class materials for luggage. Polypropylene is lighter than polycarbonate, but not quite as flexible. Polycarbonate has built-in flex, which means it will take knocks and heavy impact a little better than polypropylene. Polycarbonate also performs slightly better in durability tests, and is inherently scratch-resistant. Our best-selling Clifton case is made of polycarbonate, whilst our Lincoln and Portobello cases are made of polypropylene.
Why is the zip on the lining of my case missing the pull tag?
There is no need for you to unzip the lining of the case as it isn’t designed to be an internal pocket; it is deliberate that the zip has no pull tag. The zip is there for us to access the interior of the case and retractable suitcase handle, should we need to at any stage, for a repair.
How do you measure the height of a suitcase?
You'll find the dimensions of our luggage in the 'Specifications' section, at the bottom of each product page. The height of our suitcases includes the wheels.
My promotional code doesn't work?
We offer a 10% promotional code for first time customers who sign up to our newsletter. We may offer additional promotional codes from time to time so that our newsletter subscribers get the latest and very best deals.
It is not possible to combine coupon codes on a single order. All codes are not valid on the following items: Antler loves, Outlet, Gift cards. Please note codes are not valid during sale period or on items which are already discounted.
If you have an issue with a code and have checked the above, please contact our customer service team who will be happy to assist you further.