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. If 30 days have passed since your purchase, we may be unable to offer a full refund or exchange.
To be eligible for a return, your item must be:
- unused;
- in the same condition that you received it;
- in its original packaging;
- complete with all tags, parts, accessories, and any included components.
To complete your return, we require proof of purchase, such as your order number, receipt, or confirmation email.
Please do not send your purchase back to the manufacturer.
Non-returnable items
We do not accept returns for:
- items that have been used or show signs of wear not caused by us;
- items not in their original condition;
- items that are damaged or missing parts for reasons not due to our error;
- items returned more than 30 days after delivery.
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 assess the issue and advise you on the next steps.
Where appropriate, we may offer:
- a refund;
- a replacement;
- an exchange;
- or another suitable resolution in line with your legal rights.
Refunds
Once your return is received and inspected, we will send you an email to confirm that we have received your returned item. We will also notify you whether your refund has been approved or rejected.
If approved, your refund will be processed and automatically applied to your original payment method. Please note that it may take several working days for the refund to appear, depending on your card issuer or bank.
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 your 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.
Sale items
Sale items may be returned only if they are faulty, damaged, not as described, or otherwise covered by your legal rights. Unless stated otherwise, discounted items are not automatically excluded from return, but any specific exclusions will be clearly shown at the point of sale.
Exchanges
We only replace items if they are defective, damaged, or if you have received the wrong item. If you need an exchange for the same item, please email sales@direct-luggage.co.uk before returning anything.
Approved returns should be sent to:
Direct Luggage
Empire House, Unit 2 Peel Lane
Manchester
M8 8RJ
United Kingdom
Gifts
If the item was purchased as a gift and shipped directly to you, please contact us at sales@direct-luggage.co.uk and we will advise on the return options available.
If the item was not marked as a gift, or the order was shipped to the purchaser first, any refund will usually be issued to the original payment method used for the purchase.
Shipping returns
To return your product, please send it to:
Direct Luggage
Empire House, Unit 2 Peel Lane
Manchester
M8 8RJ
United Kingdom
Unless the item is faulty, damaged, or sent in error, you will be responsible for paying your own return shipping costs. Shipping costs are non-refundable unless the return is due to our error.
Depending on where you live, the time it may take for an exchanged product to reach you may vary.
If you are returning a higher-value item, we recommend using a tracked shipping service and keeping proof of postage. We cannot guarantee that we will receive your returned item without tracking.
Need help?
For questions related to refunds and returns, please contact us at sales@direct-luggage.co.uk.
