Contact Customer service

EMAIL US
27 31 266 0620 (Office Hours)

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?
  1. Remove the red packing arrow on the lock if your case has one.
  2. The case is set to 0-0-0 at the factory. Choose your own 3 digits which you can easily recall (birthday, address, etc.).
  3. 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.
If you need further assistance, please send an email.
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.

SHOPPING HELP

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.

DELIVERY

We 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 DELIVERY

You 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.
  1. Please email customerserviceza@samsonite.com. We will e-mail you a return number together with the return instructions.
  2. 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.
  3. 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.
  4. 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.
Only goods purchased online on the Site can be returned. As for any other return, we advise you to contact the store where you have purchased the goods.
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.

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 GUARANTEE

Samsonite 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