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KEYS, LOCKS AND 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 ecommerce.ph@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 ecommerce.ph@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 to ecommerce.ph@samsonite.com

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.

SHIPPING & DELIVERY

Delivery is limited to addresses within the Philippines. However, there are some areas that are not yet serviceable. If our couriers are not able to deliver to the address provided, customer will be contacted within 24 hours upon placing your order. The customer is responsible for providing the correct and complete delivery details

Shipping Time

Standard delivery takes 3 - 7 days for Metro Manila and 5 - 12 days for orders outside Metro Manila, excluding regular holidays.

Estimated delivery times are to be used as a guide only. The delivery date cannot be guaranteed in light of uncontrollable instances outside the responsibility of our couriers such as severe weather conditions.

Shipping & Handling Rate

Standard delivery is FREE within The Philippines (subject to change without prior notice).

Please note that we aim to dispatch all orders within 48 hours. Once order has been dispatched, cancellations are no longer accepted. Please make sure all orders are final before confirmation.

For delivery status updates, contact our customer service department at ecommerce.ph@samsonite.com or at +63 2 8896-3281

RETURN & EXCHANGES

All items sold in the website goes through our quality control procedures. We inspect every item before it is shipped, and all goods are shipped fully insured in case of loss or damage. Because we feel that we offer the highest quality products at the best prices, and we inspect and pack all our orders with care, we think you will be extremely satisfied with your purchase.

However, there are times when the items received are defective or faulty goods for refund, repair or replacement. If this is the case for you, or if there’s a change of mind with your purchase, we will gladly accept the return request as long as it is made within 7 days of receiving the items.

You must reach out to us with the email subject FOR RETURN at ecommerce.ph@samsonite.com indicating why you want to initiate a return request. Our team will contact you within 3 - 5 working days with a return authorization and further instructions on how to return your goods.

Please note the following:

  1. All returned merchandise must be unopened and in original condition. Items should be returned unused, and with all Lipault tags still attached. Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or a refund refused. Where provided any packaging, such as authenticity cards, dust bags and leather tags should be included with your return.
  2. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If you would like to exchange a faulty item, be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund via vouchers or coupons.
  3. Returns do not include shipping postage. The shipping fee for the returned item will be shouldered by the buyer. Refunds will be arranged using the same payment method originally used for purchase (except for COD.) We aim to process refunds (also repair or replacements, as the case may be) within 30 days of receipt by us of the original goods; however, this may take longer depending on your goods and the number of returns in our system.
  4. In the event you have not complied with all the return requirements, we will advise you by email the reasons why we cannot process and/or approve your return within 30 days of receipt of the original goods.

WARRANTY AND REPAIRS

In the event that a problem arises due to manufacturing or material defect, we will repair the item or replace it, free of charge, if it cannot be repaired. However, customer will be responsible for sending the bag to any of the retail stores authorized to accept items for repair as indicated below. These stores shall be responsible in coordinating with the Lipault Service Center.

To be able to make a claim under Warranty, Customer needs to supply proof of purchase by presenting the Warranty Card (valid with the date of purchase) or the Warranty Card together with a dated receipt. Our warranty is Global and Customers may have their item repaired or replaced in any country with a Lipault Service Center.

Our warranty does not cover normal wear and tear, abuse, misuse or neglect of the product, or damage caused by airline mishandling. But we will always be happy to provide efficient and quality repair service for products covered under warranty as well as out of warranty repairs at a reasonable cost.

It is important that Customers inspect their luggage after it has been handled by an airline company or any transit company. Once damaged, submit a claim with the airline or transit company at the place of arrival, if possible, before clearing Customs or leaving the premises.

List of repair drop-off points: Click here

To view our Warranty Information, refer to our Our Guarantee