At Delsey Suitcase Store, we are dedicated to ensuring your journey with our products is as smooth and reliable as the luggage we craft. We understand the importance of receiving your order promptly and with the confidence that you are fully supported by our clear and fair policies.

Shipping Information

We are proud to ship our products globally (excluding Asia and a few remote regions). Please see below for our shipping options and timeframes.

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking details once your order is on its way.

Shipping Methods & Delivery Times

We offer two convenient shipping options to meet your needs:

  • Standard Shipping (£12.95): Shipped via DHL or FedEx.
    • Delivery within 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS.
    • Delivery within 15-25 business days after dispatch.

Returns & Exchanges Policy

Your complete satisfaction is our priority. Our policy is designed to be straightforward and transparent.

Our Policy

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

Please Note: To ensure the health and safety of all our customers, 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.

How to Initiate a Return or Exchange

Follow these simple steps to start your return or exchange:

  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 wish 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. Ship the package to the address we provide 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 and notify you via email.

Return Shipping Costs

Customers are responsible for the cost of return shipping unless the item arrived damaged or defective. If you are exchanging an item, 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 (Visa, MasterCard, JCB, or PayPal). The time for the refund to appear on your statement depends on your card issuer or PayPal, but it is typically within 5-10 business days after we process it.

Please note that original and return shipping fees are non-refundable for returns based on a change of mind.

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 your new item via standard shipping at no extra cost.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged 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.

Contact Us

If you have any questions about our Shipping & Returns policy, please don’t hesitate to get in touch.

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