This is easy. You can place an order if you are an adult aged 18 or over. The ordering process consists of following steps:
We will send you an email confirming receipt of your order once it has been submitted. As soon as the goods are shipped, you will receive a shipping notification email. All orders are subject to availability of the products at the time of dispatch.
Oh, Sorry but it's tricky. 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 us immediately on 08 83401600 and our Customer Service team will be able to assess the status of your order and assist where possible. Once the request is placed there is no guarantee that we can stop your order from shipping.
Probably! We accept Visa, MasterCard, PayPal, Afterpay and Apple Pay. If your credit/debit card is not listed please let us know and we will do our best to get it added.
Okay...Don't worry and keep calm. Whatever has happened can probably be fixed.
First, please check you entered all your details correctly (name, address, phone number and payment details).
Still, have a problem? In that case please get in touch and we will do our best to try to work out what has happened. Please email us at email@example.com (or use the contact us form).
It probably was! Once an order is successfully submitted you will receive a confirmation email with an official tax invoice. If you don’t receive an email, please contact our Customer Service team. Please be sure to check your junk mail folder first.
ASAP! We strive for all orders to be dispatched directly from our warehouse on the next business day, after processing your payment.
Delivery times will vary depending on your location in Australia and whether you opt for express or standard shipping. To find out more, see our Payment and Delivery page. There may be times when there are unexpected delays and while this is outside of our control, we will resolve any dispatch delays as quickly as possible.
Tracking information is provided through Australia Post. Once your order is dispatched you will receive a tracking number which can be used to check the status of your order at any time via the Australia Post website.
If you’re not at home during delivery, Australia Post will leave a card with instructions on how to collect your parcel. This card/notification generally means that your parcel is waiting for you at a local post office. You will need to present this card to the post office when you pick up your parcel, together with photo identification. Please try and arrange pick-up as soon as possible as some post offices will only keep your parcel for a short period of time before they return it back to Samsonite.
The CL Group will ship to any State or Territory in Australia, including regional Australia. We are however, not able to send items outside of Australia, including Christmas and Norfolk Islands.
Hu-huh. Sorry to hear this. Something went wrong? Got the wrong item, or didn’t like it? Begin by visiting the CL Group Returns Centre. You'll need to enter the email used for your purchase and follow the directions to receive your shipping label and return instructions. Please not that due to the impact of COVD-19, we are experiencing delays in processing returns.
We accept returns of unused products within 15 calendar days of receipt of your order. To start the process, visit our Returns Centre.
As much as we love you, returned items cannot show any signs of use, wear, tear, marks, scratches, alterations, or any kind of damage. Products must have their original packaging, shipping carton and any uncut hang tags. We reserve the right to reject any returned items with personal items left inside the product, as it indicates signs of use.
Non-returnable items (unless otherwise noted):
- Gift Cards
- Sale items marked as final sale
- Sample sale items
If you're unsure whether your purchase is eligible for return, please contact us at firstname.lastname@example.org with your order number for further assistance.
Unfortunately return shipping is not free, however, we offer our customers the option to use our prepaid return labels. Our negotiated rates ensure you receive the most affordable shipping cost.
Absolutely! You have the option to receive a refund to your original form of payment, or an Instant Refund Voucher to use on our website. We issue refunds to your original form of payment as soon as we receive and approve your returned item.
If you received an item as a gift, refunds will be issued to the original purchase or if requested, store credit will be emailed to you. We are no able to offer refunds to anyone other than the original purchaser and their form of payment.
We issue refunds to your original form of payment as soon as we receive and approve your returned item.
We are glad offer free shipping for all orders over $150. All other orders ship for a flat rate of $15.00. That’s a bargain!
Absolutely! We offer expedited shipping at checkout.
If you choose this option, orders will be processed the same day for purchase was made before 12pm noon AEST. Any orders made after 12pm noon AEST will be processed the next business day. Our offices are closed Saturday and Sunday, so orders made on Friday after 12 pm noon will be processed the following Monday.
Unfortunately, we are unable to deliver to a P.O. Box address. If a P.O. box is entered at checkout, your order may be delayed or cancelled.
Oh No…Our products are tested, tried and true. They are designed to withstand normal use, including regular handling by airlines. If the bag is damaged during transit, the airline is required to handle the damage claim. File one with them immediately. Each airline has different requirements - submitting a claim before you leave the premises, within a 24 hour window, etc. Be sure to make one right away.
Yes, the CL Group guarantees all of its products against manufacturing defects, covering materials and workmanship, for the length of time stated in the warranty. The specific warranty period for each item is listed on the product details page. Please see the Product Guarantee page for more info. Purchases made from sample sales are sold as-is and are excluded from any warranties. Click here to start a warranty claim.
To comply with terms and conditions of the warranty we ask that you have an authorised repair centre repair your luggage. To locate the nearest Repair Centre, please click here.
We only replace items with manufacturing defects, which do not include damage caused by normal wear and tear, misuse, improper care, negligence, accidents, or transport damage including those from the airline.
We send spare parts for easy repair issues. Here's more on that:
1. Most luggage can be easily repaired with a screwdriving and spare part. It's easy and usually takes less than 5 minutes.
2. Save time instead of waiting for your luggage to be returned to us. We can send you a spare part right away, which saves you weeks of waiting on repairs.
3. Repairing your luggage creates less waste! Instead of going into the trash, you can continue using your item.
Start the process of your warranty claim here.
Yes, absolutely! Snap a picture of what needs to be replaced and send it to email@example.com. We'll help you through the process.
We made it easy for you, so no warranty registration is required. Please include your receipt or proof of purchase for any warranty claims.
1. Set dials to 0-0-0 and gently press side buttons on lock to open luggage.
2. Locate the reset button on the interior of the lock.
3. Slide reset button on the interior of the lock from "off" to "set".
4. Set your desired combination. (Save your code in a safe place! your lock cannot be opened or reset without your code.)
5. Slide the reset button on the interior of the lock from "set" to "off".
6. Close luggage and gently push down the lock.
7. Check lock by changing the dials. Side buttons should not push down.
8. Enter your secret combination. Gently press side buttons to open luggage.
9. Repeat for other lock.
1. Set dials to 0-0-0
2. At the top of the lock, there is a small button. Insert a pin or pen in the button.
3. Set your desired combination. (Save your code in a safe place! Your lock cannot be opened or reset without your code.)
4. Push the slider upwards. The top button will release.
5. Place the zipper pullers in the lock.
6. Check your lock by changing the dials. Push the slider up. Zipper pullers should not release.
7. Enter your secret code (that you set before). Push the slider up. Zipper pullers should release.
Please send a photo of your lock to firstname.lastname@example.org we’ll get back to you within 2 business days. If it’s urgent, we recommend trying all the combinations between 0-0-0 and 9-9-9. We promise it takes less time than you would think (we happen to know from experience).
TSA- approved combination locks may have keyholes, but they are for TSA use-only and keys are only provided to their staff. However, if your product came with a set of keys, contact us at email@example.com with a photo of your lock.
Locks approved by the TSA (Transportation Security Administration) feature a red diamond logo.
In the US, the TSA may open checked luggage as part of their security screening process. With a TSA-approved lock, the staff can open it with a key and lock your luggage after screening. If your luggage has a lock that is not approved by the TSA, it may be broken in the process.
You should be aware that limits vary across airlines so you should check the maximum cabin size dimensions accepted by your airline. Also, we recommend that you don't overfill your bag as in this event you may look conspicuous and be asked to confirm it fits your airline´s cabin bag dimensions. All of our bags are made slightly smaller than the specified dimensions to allow for a certain amount of over-packing.
No, so sorry to tell you this but we don't set the cabin sized dimensions for airlines unfortunately. We try to ensure our bags fit as many airlines as possible, but the sad fact is that there will always be exceptions to the standard.
Ermm...Nope. We don't recommend it. If your bag becomes dirty you should use a wet cloth to wipe the bag clean. Definitely, do not place in your washing machine.
In Adelaide, South Australia. We are proud to be an Australian Company. We have offices in Sydney, New Zealand and Israel.
We have lots. Please email us at firstname.lastname@example.org first. Soon we hope to have a ‘where to buy’ section on our website.
Wow! Thanks for the love! Of course, we would also love you to sell our products in your shop. Please get in touch at email@example.com and our team will assist.