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FAQ

Keys, locks & spare parts

I have lost the keys for my case, what should I do?
How do I order replacement parts?
How do I set the code on my lock?
How do I unlock my combination lock when I forgot the combination?

Shopping help

What is the shipping policy?
What is the return policy?
How do I place an order?
How do I track my order?
How do I cancel my order?
Where can I find a store near me that sells Samsonite?

Warranty & repairs

Where can I have my luggage repaired?
What is Samsonite's warranty policy?

Travelling with Samsonite

Can I take my bag in the cabin of an aircraft?


Keys, locks & spare parts

I have lost the keys for my case, what should I do?
Please make sure you note the number embossed on the lock cylinder.
You can e-mail your order to Spareparts.Ordering.UK@samsonite.com.

How do I order replacement parts?
Please make sure you note the full product code you find on the warranty certificate or inside the product. You can e-mail your order to Spareparts.Ordering.UK@samsonite.com.

How do I set the code on my lock?
  1. Remove the red packing arrow on the lock if your case has one.
  2. The case is set to 0-0-0 at the factory. Choose your own 3 digits which you can easily recall (birthday, address, etc.).
  3. Locate the button or lever adjacent to the dials:
    • If there is a button, push it towards the dial and hold while you rotate the dials to your desired setting, then release the button.
    • If there is a lever, move the lever to its lower position (some move to the right and up), rotate the dials to your desired setting, and then return the lever to its original position. Your combination is now set to your 3-digit code.

If you need further assistance, please send an email.

How do I unlock my combination lock when I forgot the combination?
You are going to need assistance from a Samsonite Authorized Repair Centre to unlock your combination lock. To locate the nearest Repair Centre, please click here.

Shopping help

How do I cancel my order?
In order to meet our commitment to you to ship your order as quickly as possible, we cannot cancel or change an order once it has been placed. If you decide you no longer want your order, please contact customer service to cancel your order. Once the request is placed there is no guarantee that we can stop your order from shipping. If we are able to stop shipment you will see the cancellation reflected on Your Account in Order History.

If we are not able to stop delivery please refuse delivery upon its arrival. We will issue you a refund of the purchase price once the product is returned to our fulfillment center.

Please see Return and Exchange Policy for more details.

Warranty and Repairs

Where can I have my luggage repaired? We recommend that you have a Samsonite Authorized Repair Centre repair your luggage, as we know that your case will be properly cared for. While any qualified luggage repair facility can care for your luggage, only Samsonite Authorized Repair Centers are authorized to do warranty repair work. To locate the nearest Repair Centre, please click here.

Travelling with Samsonite

Can I take my bag in the cabin of an aircraft?
General guidance is that cabin baggage should have a maximum length of 56 cm, width of 45 cm and depth of 25 cm. These dimensions include wheels, handles, side pockets, etc.

Note: due to capacity limitations some airlines do apply further restrictions on size and/or weight. E-Shopinvest nv or Samsonite cannot be held responsible if an airline applies other check-in standards. Please check current in force restrictions with your airline prior to travel.

MAXIMUM EXTERNAL DIMENSIONS AND WEIGHT ALLOWED IN ECONOMY CLASS

 AIRLINEMAX. DIMENSIONSMAX. WEIGHT
 Aegean Airlines55 x 40 x 20 cm8 kg
 Aer Lingus55 x 40 x 24 cm10 kg
 Aeroflot55 x 40 x 20 cm10 kg
 Aerolineas Argentinas55 x 35 x 25 cm10 kg
 Aeromexico55 x 40 x 20 cm10 kg
 Air Asia56 x 36 x 23 cm7 kg
 Air Canada55 x 40 x 23 cm10 kg
 Air Europa35 x 55 x 25 cm10 kg
 Air France55 x 35 x 25 cm12 kg
 Air India55 x 40 x 20 cm8 kg
 Air New Zealand (max. 118 cm)7 kg
 Airberlin55 x 40 x 20 cm8 kg
 Alitalia55 x 35 x 25 cm8 kg
 All Nippon Airways55 x 40 x 25 cm10 kg
 American Airlines56 x 36 x 23 cm50 kg
 Asiana Airlines55 x 40 x 20 cm10 kg
 Austrian Airlines55 x 40 x 23 cm8 kg
 Blue155 x 40 x 23 cm8 kg
 BMI55 x 40 x 23 cm12 kg
 BMI Baby55 x 40 x 20 cm10 kg
 British Airways56 x 45 x 25 cm23 kg
 Brussels Airlines55 x 40 x 23 cm6 kg
 Cathay Pacific56 x 36 x 23 cm7 kg
 Cebu Pacific56 x 35 x 20 cm5 kg
 China Airlines56 x 36 x 23 cm7 kg
 Condor55 x 40 x 20 cm6 kg
 Continental Airlines56 x 35 x 22 cm 
 Czech Airlines55 x 45 x 25 cm8 kg
 Delta Airlines56 x 36 x 23 cm50 kg
 easyJet50 x 40 x 20 cm 
 Emirates55 x 38 x 20 cm7 kg
 Etihad Airways50 x 40 x 21 cm12 kg
 Finnair56 x 45 x 25 cm8 kg
 Flybe55 x 40 x 23 cm10 kg
 Germanwings55 x 40 x 20 cm8 kg
 HOP!55 x 35 x 25 cm12 kg
 Iberia56 x 45 x 25 cm 
 Japan Airlines56 x 36 x 23 cm 
 Jet Airways55 x 35 x 25 cm7 kg
 KLM55 x 35 x 25 cm12 kg
 Korean Air55 x 40 x 20 cm12 kg
 LAN55 x 35 x 25 cm8 kg
 LOT55 x 40 x 23 cm8 kg
 Lufthansa55 x 40 x 23 cm8 kg
 Malaysia Airlines56 x 36 x 23 cm7 kg
 Niki40 x 55 x 20 cm8 kg
 Norwegian55 x 40 x 23 cm10 kg
 Olympic Air55 x 40 x 23 cm8 kg
 Philippine Airlines (max. 115 cm)7 kg
 Qantas (max. 115 cm)7 kg
 Qatar Airways50 x 37 x 25 cm7 kg
 Ryanair55 x 40 x 20 cm10 kg
 Scandinavian Airlines55 x 40 x 23 cm8 kg
 Singapore Airlines (max. 115 cm)7 kg
 South African Airlines56 x 36 x 23 cm8 kg
 Swiss Airlines55 x 40 x 23 cm8 kg
 TAM (max. 115 cm)5 kg
 Tap Air Portugal55 x 40 x 20 cm8 kg
 Thai Airways56 x 45 x 25 cm7 kg
 Transavia55 x 35 x 25 cm10 kg
 TUIfly55 x 40 x 20 cm6 kg
 Turkish Airlines55 x 40 x 23 cm8 kg
 United Airlines56 x 35 x 22 cm 
 US Airways56 x 36 x 23 cm18 kg
 Virgin Atlantic56 x 36 x 23 cm6 kg
 Vueling55 x 40 x 20 cm10 kg