Frequently Asked Questions

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. More detailed instructions on setting and using TSA locks can be found inside your case, or on our site here.

Sometimes there are unexpected 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.

Please contact us as soon as possible by phone 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.

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 as soon as possible so that we can confirm the purchase for you.

In this instance, we apologise, but we cannot refund any postage charges once an order has been shipped out. Before returning your item back to us, please contact us so for more information on organising the return, and so that we can know to expect the item.

Please contact us as soon as possible by phone or email.  We will then arrange for the replacement goods to be sent to you, and the existing ones to be collected at our expense.  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.

To make a claim on your product warranty, we will need to assess your item to ensure that the fault is covered by warranty and has not been caused by misuse, a 3rd party, or general wear and tear.  If you are able to visit one of our stores, or a nearby authorised repair centre, that is usually the quickest way to have your claim looked after.

A list of repair centres, as well as further details on claiming warranty if you're unable to visit a store can be found on our Warranties page.

If you require any further assistance, or need us to try to assess your claim by email, please just contact us.

Most of our items are listed on our site with the size INCLUDING the wheels and top carry handle (see diagram here as an example).  Please take this into consideration when choosing your luggage, as the wheels and top carry handle can add up 10cm to a case's size.  If you are not sure, please contact us to clarify.

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.