At Delsey Suitcase Store, we are committed to your complete satisfaction. We stand behind the quality of our luggage, which includes our renowned Hard-Sided and Soft-Sided Luggage in sizes ranging from compact Cabin to Extra-Large. If you are not entirely happy with your purchase, our straightforward returns and exchanges policy is designed to make things right.

Our Policy

You may return or exchange most new, unused items in their original packaging within 15 days of receiving your shipment. All returned items must be in resalable condition, free from damage, wear, and with all original tags and protective covers attached.

Please Note: For hygiene and safety reasons, we cannot accept returns or exchanges on any luggage items that show signs of use, have been marked or damaged, or are not in their original packaging. This is a firm policy to ensure the health and safety of all our customers.

How to Initiate a Return or Exchange

To start the process, please follow these steps:

  1. Contact Us: Within 15 days of receipt, email our customer service team at [email protected]. Please provide your order number and details about the product you would like to return or exchange.
  2. Wait for Instructions: We will respond within 2 business days with a Returns Authorisation number and specific instructions for shipping the item back to us. Please do not ship any items back without this authorisation.
  3. Pack and Ship: Securely pack the item in its original packaging. Include a copy of your order confirmation or packing slip. Ship the package to the address we provide. We recommend using a trackable shipping service as you are responsible for the item until it arrives at our warehouse.
  4. Inspection and Processing: Once we receive and inspect the returned item, we will process your refund or exchange. We will notify you by email.

Return Shipping Costs

Customers are responsible for the cost of return shipping unless the item arrived damaged or defective. If you are returning an item for exchange, we will cover the standard shipping cost to send the new item to you.

Refund Timing and Method

After we receive and approve your return, your refund will be processed within 5-7 business days.

  • Credit Card/PayPal: Refunds will be issued to the original method of payment used at the time of purchase (Visa, MasterCard, JCB, or PayPal). The time it takes for the refund to appear on your statement will depend on your card issuer or PayPal’s processing times, but it is typically within 5-10 business days after we process it.

Please note that shipping fees (both original and return) are non-refundable for changed-mind returns.

Exchanges

To exchange an item for a different size or colour (e.g., exchanging a Medium Hard-Sided case for a Large one), please follow the return process above. Once we receive the original item, we will ship the new item to you via our standard shipping method at no extra cost.

Non-Returnable Items

Certain items cannot be returned or exchanged for hygiene reasons once their packaging is opened:

  • Any luggage item that is not in new, unused, and resalable condition.
  • Items not returned in their original, protective packaging.

Return & Exchange Request Email Template

To help you get started, you can use the template below to email us your request.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Delsey Suitcase Store Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Your Order Number] Product Name: [e.g., Large Hard-Sided Luggage, Blue] Reason for Return/Exchange: [Please specify reason – e.g., incorrect size, change of mind, etc.] Please provide me with a Returns Authorisation number and instructions on how to proceed. Thank you, [Your Full Name] [Your Phone Number]

Contact Us

If you have any questions about our Returns & Exchanges policy, please don’t hesitate to contact us.

Delsey Suitcase Store
93 English Street Bridge Street
Carlisle, GB CA5O 2TR
Email: [email protected]