Contact Customer service
Office Hours :
Monday-Friday : 8.15 AM till 4.00 PM (GMT+2)
Please mention your order number or account number that you received while placing an order.
Frequently Asked Questions
Please read our FAQ before sending us a message.
KEYS, LOCKS & SPARE PARTS
I have lost the keys for my case, what should I do?
Please make sure you note the number embossed on the lock cylinder. You can e-mail your order to Spareparts.Ordering.ZA@samsonite.com
How do I order replacement parts?
Please make sure you note the full product code you find on the warranty certificate or inside the product. You can e-mail your order to Spareparts.Ordering.ZA@samsonite.com
How do I set the code on my lock?
- Remove the red packing arrow on the lock if your case has one.
- The case is set to 0-0-0 at the factory. Choose your own 3 digits which you can easily recall (birthday, address, etc.).
- Locate the button or lever adjacent to the dials:
- If there is a button, push it towards the dial and hold while you rotate the dials to your desired setting, then release the button.
- If there is a lever, move the lever to its lower position (some move to the right and up), rotate the dials to your desired setting, and then return the lever to its original position. Your combination is now set to your 3-digit code.
How do I unlock my combination lock when I forgot the combination?
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.
What is the shipping policy?
DELIVERY RESTRICTIONS – COUNTRY OF DELIVERY
- Care of PO Box addresses and military APO addresses are not accepted.
- We deliver from Monday till Friday, except for bank holidays.
- Through our site http://www.samsonite.co.za the products are delivered in South Africa.
DELIVERYWe will use all reasonable efforts to deliver the products ordered within the timescales indicated on the individual order confirmation to the User. Such timescales are estimates; they are not guaranteed delivery times and should not be relied upon. Erroneously communicated addresses are the responsibility of the User and may lead to extra charges that will be recovered from the User. All goods will be dispatched from House of Samsonite. If your product is not delivered within the specified timescale, please contact us with your client number or order number. If you have not received any item you ordered after 30 days from the date of the Shipping Notification E-mail, you will have the option to cancel your order and request a full refund. We only ship via a professional courier. We always require someone to sign off for delivery. You accept that a delivery is signed off for by a person other than the User, provided that such person is present at the indicated address and an adult of 18 years or over. If there is no one present at the time of delivery, you will be asked to contact our courier service to arrange an alternative delivery date.
DEFECTIVE PRODUCT OR WRONG DELIVERYYou must check whether your shipment is correct upon delivery. If there are discrepancies or problems with your order, please follow the returns procedure described under “Your right of retraction”, but for faulty goods or goods being returned due to our error we will also refund any cost incurred in returning the item. Subject to availability, we will send you a new Shipping Notification E-mail and we will automatically and immediately ship to you at our own costs the correct replacement product.
What is the return policy?
Please follow the procedure below if you are to return any products as a result of incorrect products being delivered or in any other circumstances that House of Samsonite agrees with you for a return to be made.
- Please email email@example.com. We will e-mail you a return number together with the return instructions.
- Please pack the item to be returned (only unused items, with authentic labels, use instructions, guarantee leaflets and other hangtags and wrappings) in its original carton to prevent damage while in transit.
- We will organize the pick up by our courier as soon as possible and in any event within 14 calendar days from the date you notified us of your return request.
- In the event that you have not respected all of the return requirements, we will advise you by email to clarify why we have not been able to approve it within 14 days.
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 customer service to cancel your order. Once the request is placed there is no guarantee that we can stop your order from shipping. If we are able to stop shipment you will see the cancellation reflected on Your Account in Order History.
If we are not able to stop delivery please refuse delivery upon its arrival. We will issue you a refund of the purchase price once the product is returned to our fulfillment center. Please see Return and Exchange Policy for more details.
Where can I find a store near me that sells Samsonite?
Please see Find a stockist for more details.
WARRANTY & REPAIRS
Where can I have my luggage repaired?
We recommend that you have a Samsonite Authorized Repair Centre repair your luggage, as we know that your case will be properly cared for. While any qualified luggage repair facility can care for your luggage, only Samsonite Authorized Repair Centers are authorized to do warranty repair work. To locate the nearest Repair Centre, please click here.
What is Samsonite's warranty policy?
OUR GUARANTEESamsonite products are rigorously tested to ensure that the travel products you trust meet stringent standards. Consequently, if a problem occurs with this Samsonite product (the "Product") and the problem is caused by manufacturing defects in material and workmanship, Samsonite will, in its discretion, either fix or replace the Product in accordance with the warranty terms and conditions stated herein. The warranty provided for herein applies only to the first purchaser or gift recipient of the Product. The duration of the warranty is stated on the warranty card inside the Product and/or in the list of Product features on our website. This warranty covers only manufacturing defects and does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (by airlines for example). While non-warranty maintenance or repairs on your Product can be performed by any company, Samsonite requires that you use only an approved Samsonite service center ("Service Center") for warranty repairs. Improper or incorrectly performed maintenance or repairs void this warranty. To locate a Service Center anywhere in the world, click here. Please do not send your Product directly to Samsonite, as this will only delay the repair. This warranty is global and you may have your Product repaired at any Service Center in the world. You are, however, responsible for all costs of getting the Product to any such Service Center including, but not limited to, the cost of packaging, shipping and applicable taxes. For warranty service at a Service Center, you will need the duly completed warranty certificate or original receipt of purchase. The Service Center will determine whether or not the problem is covered by Samsonite's warranty. If the warranty applies, you will be notified as to whether the Product will be repaired or replaced. Any such repair or replacement will be at Samsonite's expense, including any costs required to return the repaired or replacement product to you. If the Product is to be replaced and the Product is no longer available, Samsonite will substitute a comparable Samsonite product. Incidental and consequential damages are expressly disclaimed. Labor charges and damages attributable to work performed by anyone other than a Service Center are not covered by this warranty. To the extent permitted by applicable law, any implied warranties are hereby excluded. The warranty provided herein is limited to the value of the Product. Manufacturing specifications are subject to change without notice. Product locks are intended only to prevent accidental opening and cannot necessarily prevent theft of the Product or its contents, breakage or entry by airline or airport personnel or governmental authorities. Inspect your Product immediately after handling by anyone other than you. If damaged in transit, submit a claim to the transit company (which is insured against damaging your product) at the place of arrival, if possible, before clearing customs. This warranty is intended to give you specific legal rights. In addition to the rights described herein, you may also have other rights that vary from state to state or country to country with respect to the exclusion or application of implied warranties, incidental and consequential damages and repair and replacement. Consequently, the limitations or exclusions specifically contained in this warranty may not be applicable to you.
TRAVELLING WITH SAMSONITE
Can I take my bag in the cabin of an aircraft?
General guidance is that cabin baggage should have a maximum length of 56 cm, width of 45 cm and depth of 25 cm. These dimensions include wheels, handles, side pockets, etc.
Note: due to capacity limitations some airlines do apply further restrictions on size and/or weight. E-Shopinvest nv or Samsonite cannot be held responsible if an airline applies other check-in standards. Please check current in force restrictions with your airline prior to travel.
MAXIMUM EXTERNAL DIMENSIONS AND WEIGHT ALLOWED IN ECONOMY CLASS
|AIRLINE||MAX. DIMENSIONS||MAX. WEIGHT|
|Aegean Airlines||56 x 45 x 25 cm||8 kg|
|Aer Lingus||55 x 40 x 24 cm||10 kg|
|Aeroflot||55 x 40 x 20 cm (max. 115 cm)||10 kg|
|Aerolineas Argentinas||55 x 35 x 25 cm||10 kg|
|Aeromexico||56 x 36 x 23 cm||10 kg|
|Air Canada||55 x 40 x 23 cm||10 kg|
|Air Caraïbes||55 x 40 x 20 cm||12 kg|
|Air Europa||55 x 35 x 25 cm||10 kg|
|Air France||55 x 35 x 25 cm||12 kg|
|Air India||55 x 40 x 20 cm||8 kg|
|Air New Zealand||(max. 118 cm)||7 kg|
|Air Transat||51 x 40 x 23 cm||10 kg|
|Airberlin||55 x 40 x 23 cm||8 kg|
|Alitalia||55 x 35 x 25 cm||8 kg|
|All Nippon Airways||55 x 40 x 25 cm (max. 115 cm)||10 kg|
|American Airlines||56 x 36 x 23 cm (max. 115 cm)|
|Arkia||55 x 40 x 20 cm||7 kg|
|Asiana Airlines||55 x 40 x 20 cm (max. 115 cm)||10 kg|
|Austrian Airlines||55 x 40 x 23 cm||8 kg|
|Blue1||55 x 40 x 23 cm||8 kg|
|BMI||55 x 40 x 23 cm||12 kg|
|British Airways||56 x 45 x 25 cm||23 kg|
|Brussels Airlines||55 x 40 x 23 cm||12 kg|
|Cathay Pacific||56 x 36 x 23 cm||7 kg|
|Cebu Pacific||56 x 35 x 23 cm||7 kg|
|China Airlines||56 x 36 x 23 cm||7 kg|
|Condor||55 x 40 x 20 cm||6 kg|
|Corsair||55 x 40 x 20 cm (max. 115 cm)||12 kg|
|Czech Airlines||55 x 45 x 25 cm||8 kg|
|Delta Airlines||56 x 35 x 23 cm (max. 114 cm)|
|easyJet||56 x 45 x 25 cm|
|El Al||56 x 45 x 25 cm (max. 115 cm)||8 kg|
|Emirates||55 x 38 x 20 cm||7 kg|
|Ethiopian||55 x 40 x 23 cm (max. 115 cm)||7 kg|
|Etihad Airways||50 x 40 x 21 cm (max. 115 cm)||7 kg|
|Eurowings||55 x 40 x 23 cm||8 kg|
|Finnair||56 x 45 x 25 cm||8 kg|
|Flybe||55 x 35 x 20 cm||10 kg|
|flyNiki||55 x 40 x 23 cm||8 kg|
|Germania||55 x 40 x 20 cm||6 kg|
|HOP!||55 x 35 x 25 cm||12 kg|
|Iberia||56 x 45 x 25 cm||10 kg|
|Israir||50 x 40 x 20 cm||8 kg|
|Japan Airlines||55 x 40 x 25 cm (max. 115 cm)||10 kg|
|Jet Airways||55 x 35 x 25 cm (max. 115 cm)||7 kg|
|Jet2||56 x 45 x 25 cm||10 kg|
|KLM||55 x 35 x 25 cm (max. 115 cm)||12 kg|
|Korean Air||55 x 40 x 20 cm (max. 115 cm)||12 kg|
|LAN||45 x 35 x 20 cm||8 kg|
|LOT||55 x 40 x 23 cm||8 kg|
|Lufthansa||55 x 40 x 23 cm||8 kg|
|Malaysia Airlines||55 x 36 x 25 cm (max. 115 cm)||7 kg|
|Monarch||56 x 40 x 25 cm||10 kg|
|Norwegian||55 x 40 x 23 cm||10 kg|
|Olympic Airlines||55 x 40 x 23 cm||8 kg|
|Philippine Airlines||(max. 115 cm)||7 kg|
|Qantas||56 x 36 x 23 cm (max. 115 cm)||7 kg|
|Qatar Airways||50 x 37 x 25 cm||7 kg|
|Ryanair||55 x 40 x 20 cm||10 kg|
|Scandinavian Airlines||55 x 40 x 23 cm||8 kg|
|Singapore Airlines||(max. 115 cm)||7 kg|
|South African Airways||56 x 36 x 23 cm||8 kg|
|Swiss||55 x 40 x 23 cm||8 kg|
|TAM||55 x 35 x 25 cm||8 kg|
|Tap Air Portugal||55 x 40 x 20 cm (max. 115 cm)||8 kg|
|Thai Airways||56 x 45 x 25 cm||7 kg|
|Thomas Cook||55 x 40 x 20 cm||6 kg|
|Thomson||55 x 40 x 20 cm||5 kg|
|Transavia||55 x 40 x 25 cm||10 kg|
|TUI||55 x 40 x 20 cm||6 kg|
|TUI Fly||55 x 40 x 20 cm||6 kg|
|Tunis air||(max. 115 cm)||8 kg|
|Turkish Airlines||55 x 40 x 23 cm||8 kg|
|United Airlines||56 x 35 x 22 cm (max. 114 cm)|
|US Airways||56 x 36 x 23 cm (max. 115 cm)|
|Vietnam Airlines||56 x 36 x 23 cm (max. 115 cm)||7 kg|
|Virgin Atlantic||56 x 36 x 23 cm||10 kg|
|Vueling||55 x 40 x 20 cm||10 kg|
|Wizz Air||42 x 32 x 25 cm|
|XL Airways||55 x 35 x 25 cm||5 kg|