Frequently Asked Questions

Shipping & Returns

  • How much do you charge for shipping?

    Please visit the shipping page to see our full list of delivery options and charges.

  • After ordering, when will I receive my item(s)?

    We currently offer standard (3-5 working days) plus processing time of 24 hours.

    Please visit the shipping page for more details.

  • How can I track my order?

    You will receive an email directly from us once your order has shipped from our warehouse, and another from the carrier on the day of delivery. Both emails will include a link to track your parcel.

  • How do I return an item?

    Every order placed with it Luggage is backed by our hassle-free 30-day money-back guarantee. Please visit our returns policy page for more information on how to return an item.

  • Can I cancel my order?

    If you wish to cancel an order, you must contact us as soon as possible. If your order has not already been shipped, we may be able to cancel it, otherwise you will need to return the item back to us under our 30-day money-back guarantee.

    Please note, our customer services operating hours are Mon-Fri 9am-5pm. However, our warehouse can operate outside of these hours and at weekends.

Payment

  • What payment methods do you accept?

    You can pay for your order using the following payment methods: Visa, Mastercard, American Express, Discover, Diners Club, Amazon Pay, Apple Pay, Google Pay, Meta Pay & Shop Pay.

Product

  • Do your suitcases come with a warranty?

    Yes! Every case you buy from it Luggage comes with a 10-year warranty. For further information on our warranty cover, please click here.

  • How do I make a warranty claim?

    Should you need to make a claim against our 10-year warranty, please click here.

  • Can I order replacement parts for my suitcase?

    Yes, we stock some replacement parts, including wheels, for some of our cases. If you require a replacement part, please fill out the relevant form on our contact us page.

  • Do your suitcases nest inside each other?

    If you have cases of different sizes within the same style range, they will fit inside each other for easy storage when not in use.

  • The instructions I have received for the TSA lock aren’t in English. What shall I do?

    We occasionally ship in goods from our other warehouses around the world. Because these cases were initially intended to be sold to a non-US market, the TSA lock instructions may not be in English. Please view our go to our Lock Video page for instructions. Please contact us and we will send you the instructions in English if you still have problems.

  • What are your use and care guidelines?

    If used and cared for properly, your luggage will give you many years of happy travels. Like any luggage item, over a period of time it will inevitably show dirt, scuffs, scratches and dents from repeated use and handling by airlines or other carriers which is considered normal wear and tear.

    1. To clean this product, use a soft sponge or cloth and wipe with soap and water.

    2. For stubborn dirt and grime, try using an all-purpose household spray-on cleaner (no bleach products), rubbing vigorously with soft cotton cloth to remove the mark.

    3. Do not use an abrasive cleaner or coarse sponge, as this could damage the finish.

    4. When not in use, it is best to keep your luggage covered and in an upright position.

    5. Always store your luggage in a dry location.

    6. We recommend nesting luggage pieces inside one another for more compact storage.

    7. Never allow children to play inside your luggage as this could damage the locking handle.

My Account

  • How do I create an account?

    Visit this page, enter your email address, create a password and then click on 'Create Account'.

  • I’ve forgotten my password. What do I do?

    To regain access to your account, click on the ‘forgotten your password’ link and enter the email address linked to your account. We will then send you an email with instructions on how to reset your password.

  • Why can’t I see my order in my online account?

    It’s probably because you checked out as a guest, which means you won’t be able to see your order in your online account.

General

  • How do I leave feedback?

    Every time you order from us, we will send you an email asking whether you’d like to leave us a service and product review on Reviews.io. You can also leave us a review on Google and Trustpilot.

  • How can I contact customer services?

    Visit the contact us page for details on how to reach our friendly, UK-based customer services team.

  • Can I pre-order an item that is ‘out of stock’?

    We don’t accept pre-orders, but we can notify you once an item you’re interested has come back into stock. Simply click on the ‘email me when back in stock’ button on the product page and enter your email address.

  • I have a discount code. How do I use it?

    You can enter any discount/voucher code you have on our checkout page.

  • How can I find out about latest arrivals at it Luggage?

    Subscribe to our newsletter near the bottom of every page on this website. We’ll send you updates on new product launches, exciting news, and exclusive offers.

  • How do I unsubscribe from it Luggage emails?

    You can click the ‘unsubscribe’ link that is at the bottom of every one of our marketing emails.

  • Will I receive confirmation of my order?

    Yes, we will send you a confirmation email after every order you place with us. Please read and check the details carefully and contact us immediately if there are any errors.

  • How do we use your personal data?

    To find out how we use your personal data, please read through our Privacy Policy.

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