Refunds and returns

Last updated 22 September 2026.

Changed your mind

The 15-day change-of-mind window is our store policy. It sits alongside, and takes nothing away from, rights that apply under Singapore law.

You have 15 days from purchase to return an item for an exchange or a refund. It has to come back unused and in its original packaging with everything that came with it, and we check returns when they arrive.

You pay the postage to send it back, using a tracked service. That is the only cost to you, and it does not apply at all if the item was faulty, damaged or not what you ordered.

Please email us before you send anything, so it goes to the right place and gets credited to your order.

Faulty, damaged or not what you ordered

This part is different, and it is not limited by our 15-day window. If something arrives faulty, damaged or not as described, tell us and we will put it right at no cost to you. Depending on what Singapore law requires and what is reasonable, that may be a repair, replacement, price reduction or refund. We pay any required return postage and charge no handling fee.

Part 3 of Singapore's Consumer Protection (Fair Trading) Act 2003 provides additional rights for goods that do not conform to contract, including remedies involving repair or replacement and, where the Act permits, a price reduction or rescission. Nothing in this policy excludes or restricts rights that cannot lawfully be excluded.

Damaged in transit

Email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of anything.

Missing items, or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, arrives with parts missing, or contains something you did not order, that is ours to resolve and it costs you nothing.

Cancelling an order

Any order can be cancelled free of charge before it ships, and most orders are packed within 24 to 48 hours, so tell us as soon as you can.

If the order has been paid and you need to cancel or change it, contact us within 12 hours and we will cancel it and refund you in full. Once packing and shipping have started an order can no longer be cancelled, and it becomes a return instead.

Everything here is a stock item

Nothing we sell is built to your measurement, so the same window applies to the whole range and nothing in it is excluded from returns.

We would still rather you ordered the right thing first time. If you are not sure whether a case will pass your airline's carry on limit, or which size in a set suits the trip you are taking, email theteam@luggageshop.asia before you order and we will work it out with you.

How to return something

Email theteam@luggageshop.asia with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case.

We process refunds within 24 to 48 hours of the goods arriving back. Payment providers usually take a few more working days to show the money on your statement. Refunds go back to the payment method you used, or can be held as credit against a future order if you would rather.

If you are unhappy with how we handled it

We publish a complaints handling policy. Email caseresolution@customersupport.care with your order number and as much detail as you can, and a person will look at it again from the start.