FAQ

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Delivery & Returns

Getting your Samsonite order should be as easy as packing it. In this section, you will find key information about delivery options, timings and any restrictions, as well as how returns work, so you know exactly what to expect if you need to send an item back or exchange it.

What are the delivery options?

Great news!! You can choose the delivery option that fits your schedule and budget. Here is a quick overview of what we offer:

Standard Home Delivery: Delivered to your door within 4 working days. Free for orders £100 and above, or £3.45 for smaller orders.
Collection from UPS Access Point™: Pick up your package at a nearby UPS location, convenient and secure. Free for orders over £100, or £3.45 if under £100.
Express Pickup in Store: Need your order fast? Pick it up from the store within 1 hour (Express) or in 4 working days (Standard). Store pickup is always free.
Standard Pickup in Store: Order online and collect at a store you choose, usually within 4 working days. Just select “Collection from Store” at checkout. Note: eGift cards are not valid for this option.

For more details or specific delivery terms, please see our Delivery Options.

How do I return my products?

If you have decided not to keep your product, you can return your online order (unused) free of charge within 14 days of receipt. We offer a FULL refund.

You have two simple return options:

Courier pick-up

Fill in the return form with your order number ready.
Look out for an email from our shipper (Europakket) with your return label and instructions.
Pack your item in its original carton with all labels and inserts, print the return label, and attach it to your parcel.
Contact UPS to schedule a pickup time that suits you, using the tracking number from your return label.

Drop off at a UPS Access Point™

Fill in the return form (have your order number handy).
You will get your return label and instructions by email. Pack everything as above and attach the label to your parcel.
Bring your parcel to a nearby UPS Access Point™ within 14 days of your return request.

For full details about returns, please check our return policy.

How much does it cost to return a product?

Need to return something? No worries! Returns are completely free when you follow our return instructions.

How many days do I have to return my order?

You have 14 days from the day you receive your order to return it for free.

Can I return my click & collect order to any store?

If you want to return your Click & Collect order, please get in touch with the store where you collected and paid for your item. Returns for Click & Collect purchases need to be handled by the original collection store. Other store locations may not be able to process these returns.

Can I return my personalised order?

We are sorry, personalised items cannot be returned.

Can I exchange an item?

We do not offer direct exchanges for online purchases, but getting the right item is easy. Here is what to do:

Return the item you do not want to keep by following our return instructions.
Place a new order for the product you want instead.
After our shipper confirms your return, we will process your full refund.

Just remember to send back your return within 14 days of receiving your order.

One of my items is damaged. What should I do?

If you notice any damage or discrepancies with your items when they arrive, please contact customer service as soon as possible. We are here to help resolve the issue quickly.

How will I get my refund?

If you return an item, you will receive a full refund, including any delivery costs (if they apply).

We start your refund within 14 days of being notified by our shipper that your return has been collected.
The money is sent back to the original payment method you used, unless you have made other arrangements with us. You will not be charged any additional fees for the refund.
If you paid by credit card or PayPal, it may take up to 30 days for the refund to show in your account, depending on your bank or payment provider.

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