FAQ

SHOPPING HELP

Where do we deliver?

Samsonite will ship to any State or Territory in Australia, including regional Australia, free of charge. We are however, not able to send items outside of Australia, including Christmas and Norfolk Islands.

What is the shipping policy?

Samsonite uses Australia Post’s eParcel service for delivery in Australia. Standard delivery is free within Australia and takes between 3 - 5 working days. To find out more read our Payment and Delivery policy.

How do I place an order?

You can place an order if you are an adult aged 18 or over. The ordering process consists of following steps:

  • Add the products you want to purchase to your cart;
  • Select your delivery method and enter the delivery address;
  • Enter your billing address together with the payment information;
  • You will be asked to accept the Terms and Conditions;
  • Before you submit your order, you will be given the opportunity to review your selection and check the total price of your order.

We will send you an email confirming receipt of your order once it has been submitted. As soon as the goods are shipped, you will receive a shipping notification email. All orders are subject to availability of the products at the time of dispatch.

When will my order be dispatched?

We strive for all orders to be dispatched directly from our warehouse on the next business day, after processing your payment.

How long does delivery take?

Items will usually be received within 3 to 5 business days of dispatch, depending on your location in Australia. There may be times when there are unexpected delays and while this is outside of the control of Samsonite, we will resolve any dispatch delays as quickly as possible.

How do I track my order?

Tracking information is provided through Australia Post. Once your order is dispatched you will receive a tracking number which can be used to check the status of your order at any time via the Australia Post website.

What if I am not at home to receive my order?

If you’re not at home during delivery, Australia Post will leave a card with instructions on how to collect your parcel. This card/notification generally means that your parcel is waiting for you at a local post office. You will need to present this card to the post office when you pick up your parcel, together with photo identification. Please try and arrange pick-up as soon as possible as some post offices will only keep your parcel for a short period of time before they return it back to Samsonite.

How do I cancel my order?

In order to meet our commitment to you to ship your order as quickly as possible, we cannot cancel or change an order once it has been placed. If you decide you no longer want your order, please contact us immediately on 1800 331 690 and our Customer Service team will be able to assess the status of your order and assist where possible. Once the request is placed there is no guarantee that we can stop your order from shipping.

What is the returns policy?

We only accept return requests for goods purchased on the Website. For returns of products purchased from another retailer, please contact the original store of purchase.

We will accept returns for change of mind within 14 days from date of receipt.
For full details please see our Returns and Refunds policy.

Where can I find a store near me that sells Samsonite?

Samsonite has Authorised Resellers nationwide. To find your closest retailer click here.

What are the payment options available?

We use PayPal to manage our transactions. PayPal allows you to checkout safely, quickly and easily. This service provides you with the flexibility to pay using your PayPal account balance, bank accounts or credit cards.

I don’t know if my order was successfully completed

Once an order is successfully submitted you will receive a confirmation email with an official tax invoice. If you don’t receive an email, please contact our Customer Service team. Please be sure to check your junk mail folder first.

KEYS, LOCKS AND SPARE PARTS

I didn’t receive a key with my suitcase?

Most Samsonite suitcases come with a fixed TSA (Transport Security Administration) combination lock. You will need to set the combination on the lock to secure the suitcase, there is no key. There is a keyhole, however this is only for TSA officers to open and close the lock for luggage inspection. Luggage locks approved by the TSA have a universal master key that will open the locks. Only the TSA have a copy of this master key.

How do I set my combination code?

You must have the lock set on your original combination. All locks are set to a default of 0-0-0 at the factory. Click here to find the step-by-step process for each lock variation.

How do I unlock my combination lock when I forgot the combination?

Unfortunately once a lock’s combination is set, there is no way to recover or override it. Sometimes the simplest solution is often overlooked. If your lock is a 3 digit combination lock, and if you have about 30 minutes to spare, then please try all of the possible combinations from 000-999 (000, 001, 002, 003 through to 999). You may think this will take a long time, but it should not take you more than 30 minutes and if the first digit of your forgotten code starts with a 0, 1, 2, or 3…then it will take significantly less than 30 minutes.

Otherwise, you are going to need assistance from a Samsonite Authorized Repair Centre to unlock your combination lock. To locate the nearest Repair Centre, please click here.

How do I order replacement parts?

Please make sure you note the full product code, found on the warranty certificate or inside the product and contact us.

WARRANTY AND REPAIRS

What warranty does my Samsonite product come with?

Samsonite guarantees all its products against any manufacturing defects, covering materials and workmanship, for the length of time stated in the warranty. The specific warranty period for each item is listed on the product details page. Click here to read our full warranty policy.

Where can I have my luggage repaired?

To comply with the terms and conditions of the warranty we ask that you have a Samsonite Authorised Repair Centre repair your luggage. While any qualified luggage repair facility can care for your luggage, only Samsonite Authorised Repair Centers are authorised to carry out warranty repair work. To locate the nearest Repair Centre, please click here.

ACCOUNT INFORMATION

How can I access or change my account details?

Click here to access your account. You will need your email address and password.

What if I have forgot my password?

If you have forgotten your password please click here and enter your email address. We will send you an email with the information needed to reset your password.

Is my personal data safe if I create an account?

Yes, your data is safe with Samsonite. We are fully compliant with the Privacy Act in Australia. Your account and personal details, and any order details, are protected. To access your details on our Website, you need to enter the correct password. Click here for our full privacy policy.