Frequently Asked Questions

Simply browse our website, add items to your cart and follow the checkout process. We recommend registering an account to track and trace orders along with other important information for your reference.

Yes, although the process is far easier if your order has not already been dispatched. Please contact us as soon as possible.

You will be updated during the course of your order processing. If your order is being carried by one of our appointed couriers, you will be provided with tracing details to quickly determine your delivery times. You will receive communications and links from our processing team.

It is possible that your payment instruction did not complete correctly. If it did, please check your email spam folder. If you still can’t find it, contact our support team or email [email protected]

We endeavour to meet our quick delivery timeframes but sometimes delays can occur. Transfer of stock between stores and our Distribution Centres, courier backlogs and no operations over the weekend can slow down our expectations. Deliveries to remote delivery areas can also be a challenge with our partners doing infrequent connections to these locations. We’ll keep you informed should there be significant disruptions outside our timeframes.

Absolutely! Please contact our Corporate Manager, Saahbeer Mahomed, directly for bulk pricing and lead times. He can be contacted by email at [email protected]

Our website operates on a sophisticated ‘live’ stock management system. Despite the best of intentions, sometimes stock issues can arise between stores and customers buying the same items as you at the same time. Should an issue occur with your order, we will be in contact to advise of new delivery timelines or to offer an alternative suggestion(s).

If your orders haven’t shipped yet, we’ll do our best to combine them. Please notify us as soon as you can.

Yes, this is possible but may be subject to delays. These requests are far easier to accommodate if your order has not yet left our Distribution Centres or our main courier hubs. Please get in touch with us as soon as you can.

We offer standard courier delivery to all major centres and regions serviced within South Africa. Depending on your product size, Pargo Collection Points will be available to you on checkout.

Typical handling time is 2- to 3-working days depending on your location, stock location and time of order.

We are currently limited to delivery and supply within the borders of South Africa. International delivery is currently unavailable.

We offer FREE shipping for order values exceeding R750. Should this minimum value not be met, a R1oo courier fee will be charged to your order.

Our Courier partners will take responsibility of your Order once it has left our premises. We will provide you with tracking details and should an attempted delivery not be successful, they will be in contact to coordinate an appropriate time. If you have special instructions such as security complexes and entry requirements, please notify us with these details in your Order Notes when completing your order. We will pass this information along.

Once our Courier Partners have collected your order, you will be provided with tracing details from our processing team. Where possible, live links will allow you to track progress until delivery is completed.

In the unusual event that your order arrives damaged, please contact us as soon as possible and try to keep as much photographic evidence as you can so we can discuss the issue with our Partners.

We offer small (cabin), medium, large and extra-large suitcases. Sizes are listed on each product page along with dimensions and volume.

Our cabin (small) bags meet most airline requirements, but we always recommend checking with your airlines to make sure.

Generally speaking, our luggage brands manufacture products made from durable materials. For ‘Hard’ suitcases, materils include (from lowest strength to strongest): ABS, Polycarbonate (PC), Polypropylene (PP), CURV (woven PP) and alluminium. ‘Soft’ materials are mainly polyester, PU and nylons.

Most items are water-resistant but not fully waterproof due to zippers and latches allowing water ingress.

This is entirely dependent on the mould construction and product components. The weight of the products are displayed on each product page.

Yes, most of our suitcases include TSA-approved combination locks.

Most models support wheel replacement. Contact us for assistance.

Absolutely! Luggage Warehouse prides itself on offering two unique set purchasing options: Customise your set with applicable “Build-A-Sets” where any combination of available sizes and colours can be purchased for preferred pricing. Alternatively, if you want the best deal we can offer, select the 3-piece set option which allows us to give great discounts because shipment of your order is optimised. Simply look up on our menu or link to these set options from individual products if available.

We aim for accuracy, but slight colour variations may occur due to screen settings as well as light conditions at the time of photography. If colour is critical, please contact our team and we will do our best to assist.

Yes. Some branches have stock on-site so can assist you on a while-you-wait basis. Other products might need parts to be ordered from suppliers which will result in some holding time. Please be advised that we are limited to repairing only the brands we carry. You can read more on our Repair Page or contact us for more detail.

We aim for as much accurate information as possible. Even our suppliers and factories can make errors though so please contact us if you find an irregular measurement or detail that we have missed.

You may return unused items within 7 days of receipt. More detailed information can be found HERE

You can go to our ‘Log-A-Return’ Page in the website footer or link HERE.

Yes, subject to stock availability. Any difference in price will be communicated with you during the exchange process.

Items must be unused, in original packaging and resaleable condition. Please note you are responsible for packaging and protecting the goods being returned to us (our couriers do not supply boxes or packaging materials. For more information on our conditions, please refer HERE.

Return shipping is usually the customer’s responsibility unless the item is faulty. any fair and applicable costs will be deducted from your refund amount.

Once we have received the item being returned, we should have clarity on the refund value within 24hrs-48hrs (working days). We will communicate the amount being refunded after considering extra shipping costs. We then process the refund with our banks or Payment Portal provider which can add some processing time. Please be considerate of this as these timelines are out of our control.

Yes, promotional items follow the same return policy.

Please notify us immediately and we’ll arrange a replacement or refund. ONce we have inspected the return, any extra delivery charges incurred will be waived if the item supplied is considered faulty.

Under the South African Consumer Protection Act (CPA), all goods sold must be of good quality, in working order, free of defects, and suitable for their intended purpose.

If your product has a manufacturing fault or defect within 6 months of purchase, you have the right to choose one of the following remedies:

🔧 Repair

🔄 Replacement

💳 Refund

The choice of remedy is yours — not ours — provided the fault was not caused by misuse or accidental damage.

If a product is repaired and the same fault happens again within 3 months, you are entitled to a replacement or refund.

Please note: The CPA protections apply to defective goods. Returns for change of mind or incorrect choice are handled according to our standard Returns Policy.

A defect is a fault that makes the product unsafe, not durable, or not suitable for its normal intended use. This typically includes:

• Manufacturing faults
• Broken or failed components
• Material or workmanship defects

For luggage, examples may include faulty wheels, handles, locks, zips or stitching on the inner lining.

Normal wear and tear, cosmetic scuffs from use, or damage caused by accidents or or from your carriers or misuse are not considered defects.

CPA repair, replacement, or refund rights do not apply where the issue is caused by:

• Misuse or abuse of the product
• Accidental damage
• Normal wear and tear
• Airline or transit damage after delivery
• Cosmetic damage that does not affect function
• Using the product for purposes it was not designed for
• Damage caused by improper storage or handling

In these cases, the matter could possibly still be handled under a manufacturer’s warranty or repair service, but it does not qualify as a CPA defect claim.

Yes, all our products include a manufacturer’s warranty.

Warranty periods vary by product and are listed on the product page but 6-months cover is the minimum.

The warranty covers manufacturing defects under normal use.

Normal wear and tear, misuse and airline damage are excluded.

Contact us with proof of purchase and photos of the issue. You can register your claim HERE.

Limited paid repairs may be available depending on the issue and part availability.

Exclusive to Luggage Warehouse, some items can be upgraded to KlapProof for a small nominal fee and limited time period. Besides the normal warranty you enjoy, any 3rd party damage to your luggage will be repaired for free within the time period covered. This prevents tiresome follow ups and claims with your airline or carriers. For information on applicable products, please click HERE.

We accept credit/debit cards, EFT, Zapper and our preferred buy-now-pay-later options, Happy Pay.

Yes, all payments are processed through secure, encrypted gateways. We use DPO Paygate.

Yes, we have partnered with our preferred BNPL platform, Happy Pay. You can select this option on checkout and will be redirected for an application. A quick approval will then allow you to complete your purchase.

Your order will include our banking details to process an EFT at your leisure. You will need to email us your Proof of Purchase. Please note that we cannot dispatch your order until we have received this payment so if you are under a time constraint, consider an alterative immediate payment method.

Yes, all prices include VAT unless stated otherwise.

Most of our coupon codes are not ‘stackable’ meaning that they cannot be used in conjunction with other coupons. If this is the case, you will be advised when trying to redeem multiple coupons.

We are happy to consider this if appropriate information is provided. Price-matching is done on a case-by-case basis – please contact us with as much detail as possible.

Yes, a physical invoice will be provided or emailed to you after purchase. If you require a purchase through a business entity, please get in touch with our processing team or detail the information in your Order Notes.

No, you can check out as a guest. However, for a detailed order history, tracking and more curated shopping experience, we suggest registering your details.

Use the ‘Forgot Password’ option on the login page. Please check any Spam folders for instructions if not received or contact us if you are unsuccessful.

Log into your account to update your information.

You can contact us via email, phone or our website contact form. Details can be found HERE.

Our digital support team is available Monday to Friday from 8.30am – 4.30pm, excluding public holidays.

Yes, absolutely! Subscribers not only benefit from exclusive discounts and promotions but they also get early access shopping for huge promotions like Black Friday and Christmas.