Frequently Asked Questions
I haven't received an email confirmation of my order?
Our system automatically sends an email confirmation of your order within 1 business day of completing the order and payment - usually immediately. Sometimes our emails are caught up by junk mail filters, so please ensure to check there just in case. If you have not received a confirmation email within 1 business day of placing your order, and you have checked your junk inbox, there may have been an issue completing your order.
Occasionally your internet connection can be interrupted partway through the payment process and your order may sit as 'not finished' in our system, even if payment was taken. If you have not received a confirmation email, and believe there may have been an issue with placing your order, please contact us on 1300 224 786 or [email protected] as soon as possible so that we can confirm the purchase for you.
My goods have not arrived yet?
Sometimes there are delays in shipping. It's always a good idea to use the tracking information which was emailed to you when your goods left our warehouse too see where they are. In some cases, a delivery has been attempted but no one has been home or it has been left at the front desk. You can also contact us and we will happily look into the matter further for you.
I have ordered the wrong item. Will Bags To Go refund my postage costs?
In this instance, we apologise, but we can not refund any postage charges. You will need to send the goods back by recorded delivery or insured courier service at your cost. Prior to doing so you must first contact us by email or phone so we can know to expect the item.
I have received goods that are different from what I ordered. What happens next?
You should first contact Bags To Go by either telephone or email. We will then arrange for the replacement goods to be sent to you, and the existing ones to be collected at our cost. If more convenient to the customer then we may occasionally request the customer to return the goods by a recorded delivery service. In this case, postage charges will be reimbursed on receipt of the item. In respect to our standard terms of sales contract, Bags To Go will expect to receive all incorrect items returned. Please call us on 1300 224 786 or email [email protected]
How are suitcases measured?
Most of the items listed on our site display the size INCLUDING the wheels and top grab handle. Please take this into consideration when choosing your luggage, as the wheels and top grab handle can add up 10cm to a case's size. If you are not sure, please give us a call on 1300 224 786 to clarify.
My goods have been received damaged?
You should first contact Bags To Go by either telephone or email. We will then arrange for the replacement goods to be sent to you, and the existing ones to be collected at our cost. If more convenient to the customer then we may occasionally request the customer to return the goods by a recorded delivery service. In this case, postage charges will be reimbursed on receipt of the item. Please call us on 1300 224 786 or email [email protected]
How do I make a warranty claim?
To make a claim on your product warranty, we will need to assess your item to ensure that the fault has not been caused by misuse, a 3rd party, or general wear and tear. Please call us on 1300 224 786 or email [email protected] to discuss your options on how we can assess your item. Alternatively, you can take your item in to your nearest authorised repairer for assessment.
For further information on warranty claims, please see our Warranty information page.
I dont have any keys for my fixed TSA combination lock?
The TSA combination locks which are fitted to most suitcases do not come with keys. They key-hole you can see is for the sole use of the TSA (Transport Safety Authority) who can open and inspect your luggage without needing your combination. They are the only ones who have the keys and you only need your combination to open/close your case.
How do I operate my new fixed TSA combination lock?
To open your luggage for the first time, ensure that the dials on the lock are set to 0-0-0 , and then slide the latch to release the zip pullers from the lock. Instructions on setting the TSA lock can be found inside your case, or below:
Is this bag appropriate for carry-on?
It's always best to check with your specific airline as to their individual carry-on allowances and restrictions. Generally, to calculate whether a bag is within an airline's carry-on guidelines, you should add the linear dimensions of the bag. For example, for a bag with dimensions 55 x 35 x 25, you should add those 3 numbers for the total of 115cm. Most major airlines around Australia accept carry-on luggage up to 115cm so this bag would be acceptable.