Frequently Asked Questions
My goods have not arrived yet?
Sometimes there are delays in shipping. Its 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 help 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 of our standard terms of sales contract, Bags To Go will expect to receive all incorrect items returned. Contact details can be found on our Contact Us page.
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 cases 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. Phone 1300 224 786 or email [email protected]
How do I make a warranty claim?
To make a claim on your product warranty you will need to return the goods to us or an authorised repairer near you. The item will then be asessed to ensure that the fault has not been caused by misuse, 3rd party, or general wear and tear. If it is a warranty issue your item will be repaired or replaced and returned back to you free of charge. if it is not able to be repaired or repalced we will contact you to discuss an appropriate outcome.
If your item is deemed not be covered by warranty we will return the item back to you at your cost.
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.