What happens if my item is damaged or lost during shipping?Updated 9 days ago

If your item is damaged during transit to our repair centre, we’ll investigate the issue with the carrier, and if needed, we’ll proceed to repair the damage as part of your case. 

If your item is damaged during return shipping back to you, please contact us as soon as possible and include photos of both the item and the outer packaging. We’ll take full responsibility, assess the issue, coordinate with our logistics partner, and provide the necessary repair free of charge. 

If your item is lost in transit, either on the way to us or on the way back, we’ll work with the carrier, and if the loss is confirmed, we’ll arrange a replacement for you. 

If you’re sending in aluminium luggage, it’s important to note that scratches and small marks are a natural characteristic of the material and can occur during transport. This is not considered damage, but part of how aluminium evolves. ➝ See: “Will my aluminium suitcase scratch?” 

If maintaining a pristine surface is important to you, you may want to consider this before sending your item in for repair, as light surface wear during transit cannot be fully avoided.