Customer Service FAQ's & more

Posted by Sarah on 9th Jun 2023

Customer Service FAQ's & more

In our Never-Ending Quest to offer the very best Customer Service, we have recently launched our brand-new Luggage Superstore Help Centre, which offers solutions on a variety of issues that you may be presented with, as a customer. We are continually striving to be the absolute best at what we do and although we aren’t that far off, we are always looking to improve. So, if you have a comment about how we can improve or something that you would like to see on our website or Help Centre, then please do drop us a message from our Contact Us Page and we’ll add it to our list.

How Can I get in Touch with Luggage Superstore?

We have several ways in which our customers can get in touch with us. We are very active on both  Instagram and  Facebook, so will receive DM’s and PM’s from both accounts. We also have a handy Chat Button and WhatsApp, where you can chat to a real-life person (Yep, no robots here!) On top of DM’s, PM’s, WhatsApp and Chat, we’ve Email and a telephone number. For such a modern and dynamic team, who are always looking at ways to improve, we are pretty old-fashioned with the way we want to interact with our customers, so if you have a question, please do get in touch in whatever way you feel happiest to do so.

We have a Customer Charter, which outlines what our customers can expect when they get in contact with us or when they place an order with Luggage Superstore.

Here we have a small selection of some of our Frequently Asked Questions that often come up with customer queries. All of these answers can also be found within the Help Centre too (Along with a whole host of other information that you might find interesting.

How can I track my order?

Luggage Superstore mainly use DPD as our preferred choice of courier. DPD are one of the most reliable UK based couriers available and we especially like that they give customers a 1 hour time slot on the day of delivery. To receive these text messages, please ensure that you leave a mobile number at checkout.

After your order has been dispatched by Luggage Superstore, you will receive an email that confirms that the item has been shipped. This email will contain a 14-digit tracking number, which you can use to track your order on the DPD tracking website. The link for this is  HERE:

Once the item has been dispatched from us, you will also receive a text message (if you have left a mobile number) and/or an email directly from DPD to confirm the exact dispatch date, the day before delivery. This will then be followed by a text message on the day of delivery with a 1 hour time slot in which your item will be delivered.

Sometimes customers make very slight errors when they enter their email address or telephone number into our system, so if you have not received an email with a tracking number, it is quite likely that this has happened. It is simple to rectify though, so please get in touch with us and we’ll either manually send you a tracking number or will resend the email containing the tracking number.

If you have not received the email with your tracking number, please contact our friendly customer service team using one of our contact options you can find at the bottom of this page.

You can contact DPD directly via the App Chat, Live Chat service, WhatsApp or by giving them a call. The DPD Contact Link is  HERE.

Can I Change my Order?

If you have not yet received notification that your order has been dispatched yet, we can very easily amend or change the order for you. Whether you have accidently entered your address wrong or whether you would like to change the colour of your item, this can very easily be done by our customer service team. Use one of the contact options and let us know your order number and we can get these changes sorted. We can only amend orders if the request is change of colour. Any other amendments would need to be a cancellation and re-order due to the way that our system is set up.

Can I Cancel my Order?

Of course you can! You can cancel an order at any point during its journey. We don’t even need to know why. If your item has not yet been dispatched, this is an extremely simple process for us. If you would like to cancel your order, just get in touch with us with your order number and let us know that you would like to cancel your order and we’ll get this refunded. Refunds can take up to 5 working days to appear back into your original payment source, however, if you have paid with PayPal, refunds are usually immediate.

If your order has already been dispatched, you can refuse delivery for the item to be returned to our warehouse. Refunds will then be processed when we have seen that the item has been received back into our warehouse.

Can I Have Express Delivery?

On all of our product pages, we show delivery options for the colours that you have selected. This may change between colours. If Next Day Delivery is available, it will show as the Next Day Shipping Available. Delivery time frames are outlined in the below format: 

  • Next Day Shipping Available
  • 1-3 Day Shipping 
  • 3-7 Day Shipping 
  • 3-5 Day Shipping 
  • 5-10 Day Shipping

If the item you are interested in advertises Next Day Shipping Available, your order will be delivered on the Next Working Day. Our Cut-Off point for Next Day Shipping is 2pm Mon-Fri. Add the item to your shopping cart and at the section where it asks you to choose your Delivery option, please select Next Day Delivery. The charge for this is £4.95. We also offer Weekend Sunday Deliveries

Please note, we do not offer Saturday Delivery, however, your local DPD depot may still deliver on a Saturday, if Next Day Delivery has been selected.

We also have a handy filter option on the side of our main category pages. Select this to only seen products that are available for Next Day Delivery. This will exclude any products that are not available for Next Day Delivery.

You can view our delivery information  HERE.

My order has arrived damaged! What now?

If your order has arrived damaged for whatever reason, we may ask you to send in some pictures of both the delivery box and the suitcase itself. This is so that we can evaluate whether the product was damaged during transit by the delivery company. On very rare occasions, an item may develop a fault that was not picked up by our quality control team. As we’ve said, this does very rarely happen (because our Warehouse Team are blooming marvellous) but they are only humans, not robots.

On occasions, an item will develop a fault on its first use. If this happens, please let us know and we’ll either refund the item or we will replace it. You may be asked a few questions about what you were doing when travelling with the item and asked to send some pictures in. Luggage Superstore cannot honour a warranty when airline handlers have been at fault with damaging your luggage or bag. Examples of scenarios that may invalidate your warranty are below *Please note, this list is not exhaustive! Yes, we've seen all of the below examples.

  • Rough handling by airline handlers
  • Dog has chewed a strap
  • Animal damage of any kind
  • Overpacking that has split the zips
  • Mis-setting of locks
  • Leaning or using telescopic wheel handles as a stability aid
  • Child has vomited on it

If your suitcase has developed a manufacturing fault and you are covered under your manufacturer guarantee, you can make a claim. Please see our  Warranties Page for more details

If you have ordered a Dune suitcase, these come with a protective coating that needs to be peeled off. This can often view as white scuffs on the suitcase. Peel off the coating and the scuffs will be gone!

I have not received an Invoice or Return Label in my parcel

We are committed to being as carbon neutral as possible. The travel industry as a whole is not the most environmentally friendly with airplanes and car travel leaving a pretty hefty carbon footprint behind, so we like to do our bit as much as possible – Even all of our office staff are remote based, to lessen the carbon footprint as much as possible. Our remote working set-up was introduced way before Covid-19, we were remote working before working from home became trendy! Anyhow, the reason that we do not include invoices or receipts in boxes is 2 fold. 1, very often our items are purchased as gifts and so the purchaser does not want the recipient to see the cost details of an item and 2, we want to reduce the amount of paper that we use that may not be necessary. 

Boxes and internal packaging are also sometimes re-used, do don’t be alarmed if you receive a box that does not look brand new – We’re just trying to do our part!

If you would like a copy of your invoice or receipt, please do get in touch with us and we’ll email a copy over to you. Any VAT invoices can only be made out to the name and address in which the order was placed in.

I would like to return my item

We have an easy to use Returns Portal for any customers that would like to return their order to us. This portal can be used for any orders that were placed within 30 days. To access the returns portal, navigate to our Returns Page, enter your order number and email address, select the item/items that you would like to return and you’ll be sent a returns label. Simply take your box to your local DPD Drop Shop and when we can see that it has been received by our warehouse, we’ll issue a refund. Luggage Superstore offer free returns on all orders, regardless of their initial cost.

For customers who are based in Northern Ireland, the Returns Portal may not work correctly as there are no local DPD Drop Shops available (Even though DPD do deliver to N.I). If this happens, please get in touch and we will send you a returns label, which we will manually create.

How do I use a Discount Code?

From time to time, we may send customer Discount Codes, that will give you money off your order. Discount Codes are not stackable. This means that you can only use 1 discount code per order, so it is up to you which one you choose to use. Discount Codes can be entered at the checkout stage and do not automatically remove a discount from your order. They have to be manually entered. When you get to checkout, on the right-hand side there is a box where you can enter your discount code. This will then remove the valid amount from your order.

Very occasionally, our discounts don’t work. If this happens, please get in touch with us and we will resolve this issue quickly.

Do you have a store I can visit in person?

We are an online retailer only and so do not have a physical store that you can visit. However, we do offer a collection service from our warehouse in London. If you would like to collect your order, please place a note in the delivery notes section at checkout and give us a quick call or email and we’ll get your order processed and ready for you to collect. Please allow us around 1hour to process, pick and pack your order. We’re pretty quick at picking and packing but we aren’t THAT QUICK!

Do you stock spare parts?

Unfortunately, we do not stock spare parts for suitcases or bags. As a retailer, we only sell goods in their entirety.

Still need our Help?

If you haven’t been able to find the answer to your query, please get in touch with our customer service team via one of our contact options.

In our quest to provide the very best Service, or Luggage Superstore Customer Service Team have standards and goals that we set to ensure that customers are always treated fairly, efficiently and with their best interests at heart. Are Customer Service Team are trained to the very highest of standards and when we take on new staff, we look at their overall attitude and integrity, as opposed to what qualifications they hold. All of our employees are actively encouraged to upskill and to better themselves as we feel this promotes a proactive approach to their roles and as such a more proactive approach to our customers!