At Samsonite Shop, we stand behind the quality of our premium luggage just as we stand behind our commitment to your satisfaction. Should your travel companion not meet your expectations, our straightforward returns process ensures a resolution worthy of our global clientele.

Our Return Policy

We accept returns within 15 days of delivery for most items in their original condition (unused, with all tags attached and original packaging). Please note:

  • All returned items must show no signs of wear or use
  • Original packaging must be intact and included
  • Proof of purchase is required
Non-Returnable Items: For hygiene and safety reasons, luggage with visible wear, used items, or products missing their original packaging cannot be accepted for return. Customized luggage sets and items marked as final sale are excluded from our return policy.

Simple Return Process

  1. Initiate Your Return: Email our customer service team at [email protected] with your order number and reason for return within 15 days of delivery.
  2. Receive Authorization: We’ll respond within 2 business days with return instructions and a Return Merchandise Authorization (RMA) number.
  3. Package Securely: Repack your item in the original packaging with all accessories and tags. Include a copy of your invoice.
  4. Ship Your Return: Send the package to our fulfillment center using a trackable shipping method. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Exchange Process

For exchanges (subject to availability):

  1. Follow the standard return process above
  2. Clearly indicate your desired replacement item in your return request
  3. We’ll process the exchange once we receive and inspect your return

Note: Price differences for exchanges will be charged or refunded accordingly.

Refund Information

Once we receive and inspect your return:

  • Refunds are processed within 5-7 business days
  • Your original payment method (Visa, MasterCard, JCB, or PayPal) will be credited
  • Shipping fees are non-refundable unless the return is due to our error

International customers: Refunds will be issued in USD and may take additional time to appear on your statement based on your financial institution’s processing times.

Return Shipping

For your convenience, we offer two return shipping options:

  1. Self-Arranged Return: You may use any carrier of your choice. We recommend choosing a trackable service as we cannot be responsible for items lost in transit.
  2. Prepaid Label: For a fee of $12.95, we can email you a prepaid return label via DHL or FedEx (available for US returns only).

Sample Return Request Email

Use this template when requesting a return:

Subject: Return Request – Order #[Your Order Number] Dear Samsonite Shop Customer Service, I would like to request a return for my recent purchase (Order #[Your Order Number] placed on [Order Date]). Item to return: [Product Name] Reason for return: [Please specify] I would prefer: ☐ Refund ☐ Exchange for [Product Name/SKU if known] Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Information] [Order Email Address]

Our Commitment

Just as our TSA-approved locks protect your belongings, we protect your shopping experience with this transparent return policy. For our global travelers who value both premium luggage and premium service, we aim to make every aspect of your journey with Samsonite Shop seamless—from selection to delivery, and if needed, through returns.

For any questions about our returns policy, please contact our customer service team at [email protected].

Samsonite Shop Team
2203 West 24th Street, Panama City, US 32405