F.A.Q. - Frequently Asked Questions
Orders
How soon will my order arrive?
Average 3 up to 5 working days, depending on where you live. For the UK, deliveries usually take 5 to 7 working days. We work with DPD delivery services. All goods will be dispatched from Travelpro warehouses in The Netherlands.
If your product is not delivered within the specified timescale, please contact us here
Orders are processed for shipping Monday to Friday (excluding holidays) until 2 pm CET. Orders will not ship on Saturdays, Sundays, or Holidays.
When and how can I track my order?
You will receive an email with a tracking number and a link. Please use that information to track the delivery status of your order.
The tracking link can take up to 48 hours to show up, even after you have received the shipment confirmation email.
Shipments receive updates at various points between pickup and delivery. It is not unusual for a shipment to go more than 24 hours without an update while in transit.
Will my order be shipped in the same package if I have multiple items in my order?
We will always try to minimize the number of packages looking for environmental efficiencies, but large orders may ship in multiple packages depending on the size of the items and box sizes available.
Each package will have a unique tracking number.
What happens if my product arrives damaged or I receive the wrong item?
If your product arrived damaged or the wrong items were received, please send a photo of the product in perfect condition, with labels on and the original packaging, by emailing it to: eucustomerservice@travelpro.com along with your order number, and we will assist you.
What countries do we deliver to?
We deliver from Monday till Friday, except for bank holidays.
Through our Site (eu.Travelpro.com) the products are delivered to the following countries:
Austria, Bosnia y Herzegovina, Belgium, Bulgaria, Switzerland, Czech Republic, Germany, Denmark, Estonia, Spain, Finland, France, Great Britain (except for the Isle of Man or the Channel Islands), Greece, Croatia, Hungary, Ireland, Iceland, Italy, Liechtenstein, Lithuania, Luxembourg, Letonia, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Sweden, Slovenia and Slovakia.
Minimum order quantities and shipping charges to countries outside of the free zone
EU Countries and the UK:
Free deliveries for orders over 100€. For orders below, there will be a 30€ shipping fee. *Canary Island deliveries will have a 50€ shipping fee*
Norway, Switzerland, and Romania Customers:
Deliveries will have a 50€ shipping fee.
Can I exchange or return my order?
100% Satisfaction Guarantee
We accept exchanges or returns within 14 days of receipt.
Requirements
Luggage and accessories must be in new, unused condition with the original packaging, with original labels on (we won´t admit a return with tags manipulated), user instructions, guarantee leaflet, and other hangtags and wrappings. If goods returned under your right of retraction are not in a re-sellable condition, we will not accept your return.
Return Instructions
- Ensure the items you wish to return meet the requirements listed directly above based on your product(s).
- Complete all requested details in this return form. When you arrive at the “I have a question” section, please select "I'd like to make a return”.
- You will be asked to upload a picture to demonstrate the product, hangtags, and product labels are in perfect condition.
- Travelpro will review the form and approve or reject the return request. We will only approve unused items with authentic labels, use instructions, guarantee leaflets, and other hangtags and wrappings.
- You will receive an e-mail with a return label (DPD return form) if approved. Collections only work in countries where returns with labels are not possible.
- Please print the return label and place it in the original cardboard box where you receive your luggage.
- If you have thrown it away, put it in a box of the same size. DPD will not pick up any return that is not packed properly.
- You must return your order on a DPD return point agreed upon in the next 10 days once the return is approved. A customer service agent will share labels for a free return. Return conditions can´t be modified by customers; if you change the type or timings for a return, you will be responsible for any charges derived from that change.
- If all al return requirements have not been respected, we will advise you by e-mail of why we cannot approve your return within 14 days.
- If approved, please note that refunds typically take 12 - 15 business days to process from the day they are shipped back to our warehouse.
Other links
- If you need help or have questions about a return, please, contact us.
Warranty
Our Warranty Information
At Travelpro®, we take pride in the craftsmanship and quality of our products. We stand by the durability and reliability of our luggage, and that´s why we offer warranties on our collections.
YOUR LEGAL RIGHTS
Under the UK Consumer Rights Act 2015, all our products are entitled to a basic level of protection against faults. If a product is faulty or not as described, you have the right to request a repair or replacement for up to six years from the date of delivery in England, Wales, and Northern Ireland or five years in Scotland.
In accordance with EU law, consumers are entitled to a minimum 2-year legal guarantee of conformity, starting from the delivery date of the product. If the product does not conform with the contract of sale, consumers may request a repair or replacement, or if this is not possible, a price reduction or a refund.
Please note that after the first six months in the UK and six months in the EU, you will be required to prove that the product was faulty at the time of claim for a repair or replacement under the respective laws.
Travelpro offers additional years of warranty on certain products, exceeding the legal requirements. Please refer to the specific product details below or contact our customer services team for more information.
Warranty Coverage and How to Make a Warranty Claim
Our products are covered by a warranty against defects in material and workmanship, subject to the terms and conditions. Please read the specific details that apply to your product in the below links:
Maxlite 5 and Maxlite Air Collections: Travelpro® 5 Year Warranty
To find more information about our 5 Year Warranty, click here
Platinum Elite Collections: Travelpro® 10 Year Warranty
To find more information about our 10 Year Warranty, click here
Warranty terms described apply only to products listed under the aforementioned collections at the time of purchase, The warranty does not apply to products not sold under brand names offered on our website.
To make a warranty claim, you will need to provide proof of purchase or have registered your product after purchase and appear on our database, and the product must have been used appropriately and in accordance with the care instructions.
Starting a claim under Travelpro®'s Manufacturer's Warranty is straightforward. Fill out our Customer Contact Form within the warranty period. Make sure to include pictures of the damage and either the original proof of purchase or ensure you're listed in our product registration database.
Once we get your information, we'll look it over to see if the damage to your Travelpro® luggage item falls under our warranty coverage.
If the warranty indeed covers the damage, Travelpro® will take care of it. We'll decide the best course of action, which could be a repair, replacement of the defective part, or even providing a brand new replacement product.
Please remember that you must cover the costs of getting the product to our Service Center. This includes but isn't limited to, packaging, shipping, and any applicable taxes. However, once the product is with us, all expenses related to the repair or replacement, including the costs of returning the repaired or replacement product to you, will be handled by Travelpro®.
In the rare case that your product needs to be replaced and it's no longer in production, don't worry, Travelpro® will substitute it with a product of equivalent value.
If the warranty doesn't cover the damage, you still have options. Please feel free to contact our repair centers and arrange the repairs directly with them.
Please review all the information pertaining to the applicable warranty based on whether the product belongs to either the Platinum Elite or Maxlite collections
Service & Repairs
How do I arrange for repairs?
The repair service is provided by our partners. In order to arrange a repair, please send your request to the following contact details depending on your country of residence:
Continental Europe
Dolfi192
Email: travelpro@dolfi1920.de
Phone number: +49 6107 68410-21 / 36
United Kingdom
k2 global ltd.*
Address: Address: Unit 1, Priors Way Industrial Estate, Priors Way, Maidenhead, Berkshire, SL6 2HP.
Website: https://www.fixmybag.com
Email: repairs@k2global.co.uk
*K2 Global Limited are the authorised repair centre for warranty / out of warranty repairs for the UK.
Terms and Conditions
Terms & Conditions
For more information about Travelpro®terms and conditions, click here
VAT Refunds
VAT Refund conditions for BFPO and FCO addresses
We can refund VAT on items sold by Travelpro Products Inc. on this website and send to BFPO and FCO addresses, as long as the destination address is outside of the UK.
A list of valid BFPO's can be accessed through the following link:
https://www.gov.uk/government/publications/british-forces-post-office-locations
Privacy Policy
Privacy Policy
For more information about how Travelpro® treats users' personal data, click here