FAQ

GENERAL ENQUIRES

How do I place an order?

Orders are placed via our website only.

How do I create an account?

Follow these simple steps to create an account:

  • Click on Register

  • Fill in particulars and click Submit

  • An automatic email reply will be sent to your email account that you have registered your account with us

  • Sign in with your created ID and password

Do you ship internationally?

No, we do not ship to international locations.

 

ORDERS

How do I amend my order?

For all amendment requests, please email us at ecommerce.sg@samsonite.com including your contact details and Order ID.

Can I cancel an order?

As we aim to deliver your purchase(s) to you as quickly as possible, we cannot cancel your order once it has been placed.

How do I change my address for my order?

Please email us at ecommerce.sg@samsonite.com including your contact details and Order ID.

I have received an incorrect/missing/defective item in my order, what should I do now?

We are very sorry that this happened, please send us an email to ecommerce.sg@samsonite.com with the following information and we will rectify it!

  • Order ID

  • What's wrong? (i.e., incorrect order/missing item/defective product)

  • SKU(s) of the Product(s)
     

DELIVERY

What is your delivery policy?

Samsonite strives to deliver your order within the delivery timing listed. Please note that the expected delivery time is at our best approximation and will vary with circumstances such as online security checks, delivery restrictions, payment and stock availability.

The actual time of deliver will also be subject to the delivery schedule of the 3rd party logistic provider (“3PL”) engaged by Samsonite which may be changed from time to time by the 3PL without any prior notice.

Delivery Charge: Free standard delivery for a total purchase of S$200 and above in a single bill within Singapore OR flat standard delivery rate of S$13.50 within Singapore.

Re-delivery Charge: Our 3rd party logistic provider (“3PL”) will re-deliver up to two (2) attempts. In the event of failed delivery after three (3) attempts, the package will be returned to Samsonite Singapore. Please contact us at ecommerce.sg@samsonite.com for alternative arrangements. Please note that if you would like to have the package re-delivered, you will be subjected to an additional charge of $13.50 for re-delivery.

Samsonite Singapore reserves the right to adjust the delivery rate without any prior notice, and this shall be reflected upon checkout. 

What should I do if my order hasn't been delivered yet?

If your order has not arrived by the estimated delivery date, please email us at ecommerce.sg@samsonite.com including your contact details and Order ID.

How long does delivery take?

Standard delivery (trackable) for Singapore orders only. The standard delivery timing taken will be approximately 3 to 5 business days after the order has been placed online.

 

PAYMENT

How can I pay for my order?

You can use any of the payment modes listed below to pay for your order. At Samsonite, customer safety and information security is always our top priority. We ensure that your details are safe with us. All credit and debit cardholders are subject to validation and authorisation by both the card issuer and us. This is to help keep you protected and your infromation safe.

Do I need PayPal account in order to purchase items?

No, you can opt to pay by credit/debit cards without having a PayPal account. When you are redirected to the PayPal payment page, you will be presented with two options where you can choose your preferred payment method from: (1) Pay using credit card (shown on the left side of page), or (2) Log in PayPal account.

What is PayPal?

PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant. For more information visit Paypal.

How do I sign up for PayPal?

You can sign up for a PayPal account here.

How do I use a Paypal payment option?

Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.

How is billing done for PayPal?

Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. For more information, please refer here.

What do I do if I have questions about my PayPal account?

You may contact PayPal customer service here for support.

When are funds transferred out of my PayPal account for my order?

PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, you may contact PayPal customer service here.

 

RETURN AND EXCHANGE

We only accept return requests for goods purchased on our Website. For returns of products purchased from another retailer, please contact the original store of purchase.

How do I return/exchange an item?

To return a product you must complete this return form and email it to ecommerce.sg@samsonite.com. We will strive to contact you within 3 - 5 business days with a Return Authorisation and further instructions on how to return your goods.

What is the return policy?

  1. For incorrect or defective items shipped, we have a 7 days return policy upon receipt of sales order by Samsonite, subject to the following terms and conditions:

    • Item must be in their original purchase condition, including the original product packaging, proof of purchase, warranty cards, manuals, and all accessories.

    • All packaging must be unmarked and not defaced in any manner. Any item that you received with tags attached must be returned with those tags intact.

    • Items purchased as part of a set or multi-item packs have to be returned as a whole set. If the order was received with: a gift with purchase, bonus items, bundles, sets, it must be returned together with the returned order.

    • All returns will be reviewed first by Samsonite Singapore and we reserve the right to perform remedies.

  2. We will also accept returns for change of mind within 7 days from date of receipt.
    Please note, you must cover the cost of return postage if it is due to a change of mind and subject to the following terms and conditions:

    • Item must be in their original purchase condition, including the original product packaging, proof of purchase, warranty cards, manuals, and all accessories (including authentic labels, use instructions, guarantee leaflets and other hang tags) in order to obtain a refund.

    • All packaging must be unmarked and not defaced in any manner. Any item that you received with tags attached must be returned with those tags intact.

    • Items purchased as part of a set or multi-item packs have to be returned as a whole set. If the order was received with: a gift with purchase, bonus items, bundles, sets, it must be returned together with the returned order.

    • All returns will be reviewed first by Samsonite Singapore and we reserve the right to perform remedies.

Once an item is return we will either inspect your goods and investigate any claimed defect, or where we believe it is applicable, provide a remedy in relation to your goods. If we do not believe a remedy is applicable (for example, where we believe the goods have been misused or the defect/ damage is not covered by the commercial warranty), we will reject your claim and return your goods to you. You must cover the cost of return in order to receive goods we have rejected on inspection, and we will provide you with instructions on how to make this payment.

Refunds will be issued using the payment method used for purchase. We aim to process refunds and replacements within 30 days of receipt by us of the original product, however this may take longer depending on your item and the number of returns in our system.

Should there be any return requirements left unfulfilled, we will revert and advise you on the pending or rejected return approval via email.

 

KEYS AND LOCKS

I didn’t receive a key with my suitcase?

Most Samsonite suitcases come with a fixed TSA (Transport Security Administration) combination lock. You will need to set the combination on the lock to secure the suitcase, there is no key. There is a keyhole, however this is only for TSA officers to open and close the lock for luggage inspection. Luggage locks approved by the TSA have a universal master key that will open the locks. Only the TSA have a copy of this master key.

How do I set my combination code?

You must have the lock set on your original combination. All locks are set to a default of 0-0-0 at the factory. Please follow the instruction card which is included in the product purchased.

How do I unlock my combination lock when I forgot the combination?

Unfortunately once a lock’s combination is set, there is no way to recover or override it. Sometimes the simplest solution is often overlooked. If your lock is a 3 digit combination lock, and if you have about 30 minutes to spare, then please try all of the possible combinations from 000-999 (000, 001, 002, 003 through to 999). It should not take you more than 30 minutes, especially if the first digit of your forgotten code starts with a 0, 1, 2, or 3…, it will only take you less than 30 minutes.

Otherwise, you are going to need assistance from a Samsonite Afterservice Centre to unlock your combination lock.