frequently asked questions, faq, faqs, help

FAQs


SHOPPING HELP

Where do we deliver?

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

What is the shipping policy?

Samsonite's trusted partner, EFM logistics utilises StarTrack Express, CouriersPlease and Borders Express courier services for delivery throughout Australia. Standard delivery is free within Australia for Metro orders over $49. 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?

Delivery times will vary depending on your location in Australia and whether you opt for express or standard shipping. To find out more, see our Payment and Delivery page. 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 EFM logistics. 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 EFM website.

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

It is expected that if you are not home for a delivery that a card will be left to facilitate a collection.

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 this 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 Exchanges policy.

What are the payment options available?

We use Braintree and PayPal to manage our transactions. Both methods allow you to checkout safely, quickly and easily via your credit or debit credit cards. PayPal's service in addition provides you with the flexibility to pay using your PayPal account balance or bank accounts.

I don’t know if my order was successfully completed

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

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

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

 

 

What is our price match policy?  

Our price match policy is eligible online only at www.samsonite.com.au. You will receive a response from our Customer Care team within 1 business day.

 

 

How to request a price match? 

  • Step 1: record the price, website URL, as well as a screenshot.
  • Step 2: reach out to our friendly Customer Care team either via Live Chat or via email at online.au@samsonite.com with your record of the cheaper price, website URL and screenshot.
  • Step 3: we will verify the comparison and if eligible, you will receive a coupon code to match the price.

Note: in order for our team to remain as efficient as possible in our assessment of price matches, we will not accept price match requests via any other form of communication such as phone calls, voicemails, etc.

 

 

What determines a successful price match? 

Our Price Matching Policy applies to all identical new, factory sealed products, including colour, that are:

  • Available and in stock at www.samsonite.com.au, including products on promotion.
  • In stock only at the following websites with advertised prices in Australian dollars: myer.com.au, davidjones.com, strandbags.com.au
  • Not excluded from Our Price Matching Policy (see below).
     

What is excluded from our price matching policy? 

  • Price matching applies to products only. We will not price match shipping fees.
  • In assessing a price, we disregard any advertising errors, cashback, coupon, or gift card promotions they may be offering.
  • Cannot be applied retrospectively.
  • Stock liquidations (i.e., clearance products or goods sold by a business placed into administration).
  • Verbal or written quotes.
  • ‘Gift with purchase’ items.
  • Second hand or used products.
  • Products offered through fraudulent websites.
  • We reserve the right to limit sales to reasonable retail quantities.
  • Some special Product Exclusions apply, click here for more information 

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 Authorised Repair Centre to unlock your combination lock. To locate the nearest Repair Centre, please click here.

How do I order spare parts?

Please make sure you note the full product code, found on the warranty certificate or inside the product and fill out a spare parts request form

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.

What is worry-free warranty?

For any purchases through www.samsonite.com.au, your order is instantly registered for you to enjoy a personalised Customer Care service for any future warranty queries or product assistance. With a global warranty on all our products in over 100 countries, you're covered wherever your travels take you!

 

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.