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Frequently Asked Questions

What payment methods can I use? 


You can pay by credit card or debit card—we accept Visa, Visa Debit, Mastercard, Solo, Maestro UK, American Express, Visa Electron, or express checkout is available via Apple Pay, Paypal, Google Pay or Shop Pay.


How can I make a warranty claim?


Should you need to make a warranty claim, you can find all the details here or contact our Customer Service team here.


How do I arrange a return?


To arrange a return please visit our returns portal at this link. Enter your order number and postcode and follow the on-screen instructions.

Please send the order back in its original packaging.

Once your return has been booked in, you will receive an email and/or text alert from Nere.

When we have had confirmation that your order has been received back in our warehouse, we will process your refund. The process from collecting your order to receiving your refund can take up to 14 days for UK returns and may take longer for international returns.


I paid for next-day delivery, why hasn't my order arrived?


The deadline for next-day delivery is midday/12pm. This is valid Monday-Thursday, so you must place your order by midday, for example on a Monday, for it to arrive with you on Tuesday, or Tuesday, to arrive with you on Wednesday.

If we receive your order after the midday cut-off time, then it will be picked up the following day, and arrive the day after that. For example, if you order at 6pm on a Monday, your order will be picked up on Tuesday and arrive on Wednesday. We state this as clearly as possible at the checkout.

Orders placed after midday on a Friday, or on a Saturday or Sunday, will be picked up on the Monday, and arrive on a Tuesday.


How long does delivery take? 


UK delivery options are as follows:

Standard Delivery

You'll receive your product within 3-5 working days.

If you are not in when our courier DPD arrives, a card will be left at the delivery address advising of the attempted delivery. The card will give you instructions on how to rearrange delivery or how you can collect the goods.  

Express Delivery (£3.95)

You'll receive your product within 2 working days if your order is placed before 3pm. For orders placed after 3pm on a Friday, delivery will be the following Wednesday.

This option is not available in Northern Ireland.

Next Day Delivery (£6.95)

You'll receive your product the next day if your order is placed before 12pm. For orders placed after 12pm on a Friday, the next working day will be considered the following Tuesday.


What’s the best way to store my suitcases? Do they nest inside each other?


Yes, our suitcase sets are designed to nest neatly inside each other, so if you have a set of the same collection, you can store your cabin suitcase inside your medium suitcase, and then the pair of them inside your large suitcase.


How do I return an item?


If you're not completely satisfied with your purchase, or if your new purchase has arrived with a fault, you can arrange a complimentary return. Please see the full details about how to arrange a return on our returns page here.


How do I get in touch with you?


For all customer enquiries you can email us at

For any press, influencer or brand partnership enquiries please email us at


How do you measure the height of a suitcase?


You'll find the dimensions of our luggage in the 'Specifications' section, at the bottom of each product page. The height of our suitcases includes the wheels.