At Direct Luggage, we want you to be happy with your purchase. If you are not fully satisfied, you may request a return within 30 days of receiving your order. Returns requested after 30 days may not be accepted.
To be eligible for a return, the item must be:
- unused and in the same condition that you received it;
- returned in its original packaging;
- complete with all parts, accessories, tags, and any included components.
We may refuse returns that do not meet these conditions.
Non-returnable items
We do not accept returns for:
- used items showing signs of wear not caused by us;
- items damaged after delivery due to misuse, neglect, or normal wear and tear;
- items returned incomplete or with missing parts not caused by our error;
- any item returned more than 30 days after delivery.
Please do not send your purchase back to the manufacturer.
Proof of purchase
To complete your return, we require proof of purchase, such as your order number, receipt, or confirmation email.
Faulty, damaged, or incorrect items
If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible at sales@direct-luggage.co.uk with your order number and clear photos of the issue. We will review the problem and let you know the next steps.
Where appropriate, we may offer:
- a replacement;
- an exchange;
- a refund;
- or another suitable resolution in line with your consumer rights.
Refunds
Once your return is received and inspected, we will notify you by email that we have received your returned item. We will also confirm whether your refund has been approved or rejected.
If approved, your refund will be processed back to your original payment method. Please note that it can take several working days for the refund to appear, depending on your bank or payment provider.
Late or missing refunds
If you have not yet received your refund:
- check your bank account again;
- contact your card provider, as it may take some time before the refund is officially posted;
- contact your bank, as processing times can vary.
If you have done all of this and still have not received your refund, please contact us at sales@direct-luggage.co.uk.
Exchanges
We only replace items where they are faulty, damaged, or if you have received the wrong item. If you believe you need an exchange, please email sales@direct-luggage.co.uk with your order number and details of the issue before sending anything back.
Sale items
Sale items may still be eligible for return if they are unused and returned within the returns period, unless stated otherwise on the product listing. If an item is excluded from return, this will be made clear at the point of sale.
Gifts
If an item was purchased as a gift and shipped directly to you, please contact us at sales@direct-luggage.co.uk and we will advise you on the return options available.
Return shipping
Unless the item is faulty, damaged, or sent in error, the customer is responsible for the cost of returning the item.
Return shipping costs are non-refundable unless the return is due to our error or the item is faulty.
If you are returning a higher-value item, we recommend using a tracked delivery service and keeping proof of postage. We cannot guarantee that we will receive your returned item without tracking.
How to request a return
To request a return, please contact us first at sales@direct-luggage.co.uk with:
- your order number;
- the item you want to return;
- the reason for the return;
- and photos if the item is faulty, damaged, or incorrect.
We will then provide instructions for the next steps.
Return address
Please send approved returns to:
Direct Luggage
Empire House, Unit 2 Peel Lane
Manchester
M8 8RJ
United Kingdom
Need help?
For any questions relating to refunds and returns, please contact us at sales@direct-luggage.co.uk
