FAQs

Shipping

We ship like we travel—fast and fuss-free. For in-stock items, we pack and dispatch free the same day on business days. No hidden fees, no “processing purgatory.” Once your order is scanned, you’ll receive tracking right away so you can follow every hop from our warehouse to your doorstep.

Your suitcase travels safely. Each order is cushioned in protective packaging and includes the clear cover and dust bag inside the box. We work with reliable courier partners and provide end-to-end updates. If delivery needs a gate code, building note, or special instruction, add it at checkout so the hand-off is smooth.

Transit is typically quick across most serviceable pin codes. Metro areas see the fastest turnarounds; non-metro routes may add a day or two depending on the courier’s network. Public holidays and extreme weather can slow things down, but we’ll keep you in the loop if anything changes.

Got a flight on the calendar? Tell us your travel date in the order notes. We’ll prioritize your dispatch and coordinate with the courier to do our best to meet your timeline. If you order multiple items and one is delayed, we may split the shipment so you’re not left waiting.

Carbon Black: this model is made to order. Crafting takes a touch longer, so please allow 7–12 days to receive it. You’ll still get tracking as soon as it leaves the workshop, and we’ll keep you posted along the way. If your cart includes other in-stock items, we’ll ship those first whenever possible.

Return & Exchange

What’s covered
Manufacturing defects reported within 7 days of delivery (per carrier scan). Examples: faulty/misaligned TSA locks or latches, wheels not rotating/detaching under normal use, trolley handle failing to extend/retract, shell/frame warping present at delivery, loose stitching/missing screws/seals.

What’s not covered
Cosmetic marks or light scuffs from transit, dents/cracks from airline/courier impact, normal wear and tear, misuse/modifications, improper storage, or missing accessories after delivery. For airline damage, file directly with the carrier at the airport with your tags.

7-day window
Submit your claim within 7 calendar days of delivery. After 7 days, issues are handled under our standard parts warranty (repair/replacement) rather than return/exchange.

How to file a claim

  1. Email sales@shopluggury.com with order number, photos/video, brief description.
  2. Include close-ups of the defect, full product photo, packaging, and shipping label.
  3. We review within 2–3 business days and may request more detail.
  4. If approved, we’ll:

    Exchange: Send a prepaid label and ship the replacement after scan (or immediately for verified DOA).

    Return & refund: Refund to original payment method after inspection (typically 3–5 business days from warehouse receipt).

    Parts repair (faster option): Ship the required part with simple instructions.

Condition & packaging
Return with original accessories (clear cover, dust bag, leather tag), manuals, and—where possible—original packaging. Remove personal stickers/tags. Item should match received condition apart from the reported defect.

Shipping costs
Approved manufacturing-defect claims: we cover return shipping. If the item is found non-defective after inspection, return/reship costs may apply.

Carbon Black (made-to-order)
Same 7-day defect coverage. Exchanges typically require 7–12 days for crafting and dispatch.

International orders
Duties/taxes paid to customs are non-refundable by Luggury. For approved exchanges, we cover outbound replacement shipping; local import fees are assessed by authorities.

Fraud prevention
We verify serials and media against your order. Altered items or mismatched serials will be rejected.

Need help?

Contact Us with your order number—we’ll take care of the rest.

Warranty

Your Luggury suitcase is built to roam. We back it with a one-year parts warranty covering wheels, telescopic handle, side/ top handles, TSA locks, and closure hardware. If a covered part fails under normal use, we’ll repair or send a replacement part after a quick photo-based assessment—no drama, no jargon. Cosmetic wear, scratches, dents from airline mishandling, or misuse aren’t covered, but we’ll still guide you with care tips or paid repairs. Keep your order ID handy to speed things up. Register your case after purchase for priority support and maintenance advice. Luggury gear is made to last; our warranty is made to keep it rolling.