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.

Video cable lock How does a cable lock work?
A cable lock allows you to lock all outside compartments and the main compartment with 1 handling and 1 TSA fixed lock.
Video Lock instructions: S’Cure DLX, S’Cure Lock instructions: S’Cure DLX, S’Cure
These Samsonite lock instructions are applicable on the following collections: S'Cure DLX and S'Cure.
Video Lock instructions: Lite-Locked Lock instructions: Lite-Locked
These Samsonite lock instructions are applicable for the Lite-Locked collection.
Video Lock instructions: Neopulse, Lite-Shock, Lite-Cube DLX, Lite-Cube, B-Lite Lock instructions: Neopulse, Lite-Shock, Lite-Cube DLX, Lite-Cube, B-Lite
These Samsonite lock instructions are applicable on the following collections: Neopulse, Lite-Shock, Lite-Cube DLX, Lite-Cube and B-Lite.
Video Lock instructions: Spark, Splendor, Ultimocabin, Integra, X-Pression Lock instructions: Spark, Splendor, Ultimocabin, Integra, X-Pression
These Samsonite lock instructions are applicable on the following collections: Spark, Splendor, Ultimocabin, Integra and X-Pression.

Other videos

Video What is expandability? What is expandability?
The expandability feature can be found on most of our softside suitcases and enables you to increase your packing space by unzipping the expandable compartment.
Video What is a smart sleeve? What is a smart sleeve?
A Smart Sleeve can be found on almost all Samsonite laptop bags. It enables you to stack your laptop bag on your suitcase for easy travel.

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.

The dimensions shown in the tables are the exterior dimensions (including handles, wheels, bottom glides, side pockets and other external parts).
Measurements
Measurements of volume, dimensions and weight are carried out in the Samsonite laboratories using procedures whereby tolerances up to 1,5 cm in dimensions and 5% in weight and volume cannot be excluded.
Samsonite reserves the right to amend the specifications, colours, dimensions and weight of any product without prior warning. Colour deviation may occur due to the printing technique used.

Note: due to capacity limitations some airlines do apply further restrictions on size and/or weight. Frucon² 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

  AIRLINE MAX. DIMENSIONS MAX. WEIGHT
  Aegean Airlines 56 x 45 x 25 cm 8 kg
  Aer Lingus 55 x 40 x 24 cm 10 kg
  Aeroflot 55 x 40 x 20 cm 10 kg
  Aerolineas Argentinas 55 x 35 x 25 cm 10 kg (international flights)
5 kg (domestic flights)
  Aeromexico 56 x 36 x 23 cm 10 kg
  Air Canada 55 x 40 x 23 cm 10 kg
  Air Caraïbes 55 x 40 x 20 cm 12 kg
  Air Europa 55 x 35 x 25 cm 10 kg
  Air France 55 x 35 x 25 cm 12 kg
  Air India 55 x 40 x 20 cm 8 kg
  Air New Zealand (max. 118 cm) 7 kg
  Air Transat 51 x 40 x 23 cm 10 kg
  Airberlin 55 x 40 x 23 cm 8 kg
  Alitalia 55 x 35 x 25 cm 8 kg
  All Nippon Airways 55 x 40 x 25 cm 10 kg
  American Airlines 56 x 36 x 23 cm  
  Arkia 55 x 40 x 20 cm 7 kg
  Asiana Airlines 55 x 40 x 20 cm 10 kg
  Austrian Airlines 55 x 40 x 23 cm 8 kg
  Blue1 55 x 40 x 23 cm 8 kg
  BMI 55 x 40 x 23 cm 12 kg
  British Airways 56 x 45 x 25 cm 23 kg
  Brussels Airlines 55 x 40 x 23 cm 12 kg
  Cathay Pacific 56 x 36 x 23 cm 7 kg
  Cebu Pacific 56 x 35 x 23 cm 7 kg
  China Airlines 56 x 36 x 23 cm 7 kg
  Condor 55 x 40 x 20 cm 6 kg
  Corsair 55 x 40 x 20 cm 12 kg
  Czech Airlines 55 x 45 x 25 cm 8 kg (tarief standaard)
12 kg (tarief flexi)
  Delta Airlines 56 x 35 x 23 cm  
  Easy Jet 56 x 45 x 25 cm  
  EL-AL Israel Airlines LTD. 56 x 45 x 25 cm 8 kg
  Emirates 55 x 38 x 20 cm 7 kg
  Ethiopian 55 x 40 x 23 cm 7 kg
  Etihad Airways 50 x 40 x 21 cm 7 kg
  Finnair 56 x 45 x 25 cm 8 kg
  Flybe 55 x 35 x 20 cm 10 kg
  Germania 55 x 40 x 20 cm 6 kg
  EUROWINGS 55 x 40 x 23 cm 8 kg
  HOP! 55 x 35 x 25 cm 12 kg
  Iberia 56 x 45 x 25 cm 10 kg
  Israir 50 x 40 x 20 cm 8 kg
  Japan Airlines 55 x 40 x 25 cm 10 kg
  Jet Airways 55 x 35 x 25 cm 7 kg
  Jet2 56 x 45 x 25 cm 10 kg
  KLM 55 x 35 x 25 cm 12 kg
  Korean Air 55 x 40 x 20 cm 12 kg
  LAN 45 x 35 x 25 cm 8 kg
  LOT 55 x 40 x 23 cm 8 kg
  Lufthansa 55 x 40 x 23 cm 8 kg
  Malaysia Airlines 55 x 35 x 25 cm 7 kg
  Monarch 56 x 40 x 25 cm 10 kg
  Norwegian 55 x 40 x 23 cm 10 kg
8 kg (to/from Dubai)
  Olympic Airlines 55 x 40 x 23 cm 8 kg
  Philippine Airlines (max. 115 cm) 7 kg
  Qantas 56 x 36 x 23 cm 7 kg
  Qatar Airways 50 x 37 x 25 cm 7 kg
  Ryanair 55 x 40 x 20 cm 10 kg
  Scandinavian Airlines 55 x 40 x 23 cm 8 kg
  Singapore Airlines (max. 115 cm) 7 kg
  South African Airways 56 x 36 x 23 cm 8 kg
  Swiss International Airlines 55 x 40 x 23 cm 8 kg
  TAM 55 x 35 x 25 cm 8 kg
  Tap Air Portugal 55 x 40 x 20 cm 8 kg
  Thai Airways 56 x 45 x 25 cm 7 kg
  Thomas Cook 55 x 40 x 20 cm 6 kg
  Thomson 55 x 40 x 20 cm 5 kg
  Transavia 55 x 40 x 25 cm 10 kg
  TUI 55 x 40 x 20 cm 6 kg
  TUI Fly 55 x 40 x 20 cm 6 kg
  Tunis air (max. 115 cm) 8 kg
  Turkish Airlines 55 x 40 x 23 cm 8 kg
  United Airlines 56 x 35 x 22 cm  
  US Airways 56 x 36 x 23 cm  
  Vietnam Airlines 56 x 36 x 23 cm 7 kg
  Virgin Atlantic 56 x 36 x 23 cm 10 kg
  Vueling 55 x 40 x 20 cm 10 kg
  Wizz Air 42 x 32 x 25 cm  
  XL Airways 55 x 35 x 25 cm 5 kg