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FAQ

Locks & Spare Parts
CAN I ORDER SPARE PARTS FOR MY PRODUCT?

Visit our service website Support & Go to order spare parts for your Samsonite product. Please make sure you have the full product code, which you can find on the warranty card or on a label inside the product. Please note that for some (older) collections we may no longer have parts available.

THERE ARE NO PARTS AVAILABLE FOR MY PRODUCT, BUT IT IS STILL UNDER WARRANTY, WHAT SHOULD I DO NOW?

No need to worry! If there are no more spare parts for your product, and you feel that the problem is caused by a design or manufacturing fault, the item needs to be inspected at our service centre. For details on our repair centre, click here.

WHERE IS THE KEY FOR MY TSA LOCK?

Your TSA lock does not come with a key. TSA agents at US Airports are the only people who have access to these keys. This allows them to open your item for inspection, without damaging the lock. You should use the 3-dial combination to open and close your item.

I FORGOT THE CODE ON MY LOCK, WHAT SHOULD I DO?

You will need assistance from an Authorized Samsonite Dealer to unlock your combination lock. For details on our repair centre, click here.

HOW DO I SET THE CODE ON MY LOCK?

Setting the code on your lock is very easy. The item is set to 0-0-0 at the factory, but you can choose your own 3 digits which you can easily recall (birthday, address, etc.). The lock may differ depending on the type of item you have, but usually the steps to set the code on your lock are very similar for every item.

  • Open your suitcase by sliding or pushing the TSA button. Enclosed in your item you will find locking instructions. Alternatively please check the video below or visit  for PDF’s and videos that are specifically for your product.
  • If there is a small pinpoint button on the lock, push it in with a pen. If there is no such button, push and hold the button to open your suitcase towards the dials.
  • Rotate the dials to your preferred code.
  • If your suitcase has the pinpoint button, you can confirm your code by pushing or sliding the button to open your suitcase. If there was no pinpoint button, release the button that you were holding.
  • Your combination is now set!
WHERE CAN I FIND MY PRODUCT CODE?

Your bag’s product label is made up of numbers and letters and can be found on your warranty card or on a label on the inside of your product. Depending on the type of product you have, the label is located either under the fabric of the suitcase, inside the pockets or inside the lining.

Ordering & Payment
HOW DO I PLACE AN ONLINE ORDER?
You can place an order if you are an adult aged 18 or over. The ordering process consists of following steps:

  • You add the products you want to purchase to your basket;
  • You choose your delivery method;
  • You enter the delivery address;
  • You enter your billing address together with the payment information;
  • You will be asked to accept the Terms and Conditions;
  • Before you submit your order, you will be given the opportunity to review your selection, check the total price of your order including the shipping charges.

After submitting your order we will send you an e-mail confirming receipt of your order. At that time we reserve the corresponding amount on your credit card, and we debit your card when we ship the goods.
If you pay by credit card, you will receive an e-mail containing your payment status.
As soon as the goods are shipped, you will receive a notification (the “Shipping Notification E-mail”). All orders are subject to availability of the products at the time of dispatch.
We reserve the right to cancel your order for any reason.

 
WHICH PAYMENT METHODS ARE ACCEPTED?

We accept the following payment methods:

  • MasterCard
  • Visa
  • Ozow
  • Zapper
  • Mobicred
CAN I CANCEL MY ORDER?

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 customer service to cancel your order. Once the request is placed there is no guarantee that we can stop your order from shipping. If we are able to stop shipment you will see the cancellation reflected on Your Account in Order History.

If we are not able to stop delivery please refuse delivery upon its arrival. We will issue you a refund of the purchase price once the product is returned to our fulfillment center.

Please see Return and Exchange Policy for more details.

HOW DO I USE MY VOUCHER?

A voucher code gives you a pre-specified discount when you buy products from our website.

Follow these steps to redeem your voucher:

  1. Pick a product from our website. Please be aware that not all products will be eligible for discounts.
  2. Go to your shopping cart by clicking CART at the top right of the screen.
  3. Below the shipping method fields you will find the text “Enter promo code”. Click on this.
  4. A small box will appear where you can fill in your code. After adding your code, click “Apply”. Your discount will have been applied.

Discount vouchers: things to keep in mind:

  • They are only valid for a limited time period. Orders must be placed before 23:59 on the closing date.
  • They cannot be applied after you have placed an order.
  • In most cases, they cannot be combined with other promotions, offers or discounts.
  • No cash alternative is available.

For more information please contact us

WHY DOESN'T MY VOUCHER APPLY THE CORRECT DISCOUNT TO MY ORDER?

Discount vouchers normally offer a fixed reduction in price (i.e. a percentage or monetary amount off). Please check that your code has not expired and that you have entered it correctly.

If you are sure your voucher is valid for your order and the discount is still incorrect, please contact us mentioning clearly the voucher code you are using.

WHAT SHOULD I DO IF MY DISCOUNT VOUCHER ISN'T WORKING?

Some discount vouchers can only be used on a specific selection of our products.

You will not be able to use the voucher if you see a message stating that the discount voucher has either expired or is not recognised.

If the code is not recognised, please follow these steps:

Make sure that you are using the voucher correctly by checking that the voucher applies to all the items in your cart – not all items are eligible for discounts. Check that you are using an online gift certificate. If you are trying to enter a retail gift certificate (to be used in stores) this cannot be used on online orders.

If none of these issues apply, check that you have entered the voucher code exactly as it appears. It is easy to make mistakes if you enter the code manually, therefore we advise to copy and paste wherever possible.

Some common mistakes include:

  • Not checking spacing, character errors and/or spelling mistakes.
  • Not checking uppercase or lowercase. The certificate code field is case sensitive. Check that your ‘Caps Lock’ button is not on and only use uppercase or lowercase where stated.
  • Mixing up numbers 0/1 and letters O/I.

If you are sure your discount voucher is valid for your order but still does not appear to work, please contact us clearly mentioning your code.

Delivery & Returns
WHAT ARE THE DELIVERY OPTIONS?

Good news – we have several delivery options! Click here to find the one that suits you best.

HOW DO I RETURN MY PRODUCTS?

If you’ve decided not to keep your product, you can return your online order (unused) free of charge within 14 days of receipt. We offer a FULL refund.

There are 2 ways of returning your goods:

Courier pick up:

  1. Please complete the return form. Our shipper will send an email with a return label and tracking number together with the return instructions. N.B. Don’t forget to have your order number at hand when filling in the return form.
  2. Pack the item in its original carton to prevent damage while in transit. We will only accept returns of unused items sent together with their authentic labels, user instructions, guarantee leaflets and other hangtags and wrappings.
  3. Please print the return label and tape it to your return package. The return label will have all the details you need: your name; your address and return address; your phone number; item number and/or description of item being returned; and the return number.
  4. Contact UPS Customer Service to arrange the pick-up on the most suitable date and time. You will be asked for the tracking number which is indicated on the label sent previously by Europakket.

Please organise the pick up by our express courier as soon as possible, and in any event within 14 calendar days from the date you notified us of your return request.

Return policy
For all the rules and restrictions regarding returning online orders, please consult our return and exchange Policy.

HOW MUCH DOES IT COST TO RETURN A PRODUCT?

Good news! Returning products doesn’t cost you anything as long as you follow the instructions on how to return a product.

HOW MANY DAYS DO I HAVE TO RETURN MY ORDER?

You can return your online order free of charge within 14 days of receiving your order.

CAN I RETURN MY CLICK & COLLECT ORDER TO ANY STORE?

Click & Collect reservations are made online, then collected and paid for in store. If you would like to return a Click & Collect order, please contact the store where you collected and paid for the item.

CAN I RETURN MY PERSONALISED ORDER?

We’re sorry, personalised items cannot be returned.

CAN I EXCHANGE AN ITEM?

No. Unfortunately we do not offer exchanges for products ordered online, but you can always place a new order to choose the right article. It is easy to return the unwanted item as described above. As soon as we have received confirmation from the shipper that your item has been collected to be returned, we will make sure to refund you the full amount in question. According to legal requirements you must return an item within 14 days from receipt.

ONE OF MY ITEMS IS DAMAGED. WHAT SHOULD I DO?

Please check the items as soon as you receive them. If there are discrepancies or they are damaged, please contact customer service and Exchange Policy.

HOW WILL I GET MY REFUND?

If you decide to return your ordered item, we will offer you a FULL refund. This includes all payments we have received from you, including the cost of delivery (if applicable).

We will refund you no later than 14 days from the date on which we are notified by our shipper that they have collected the items you are returning: this confirmation triggers the refund on our side.

We will refund you using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any extra fees as a result of the reimbursement.

If you have paid by credit card or through PayPal: refunds may take up to 30 days for the money to appear in your account and is dependent on your bank.

Warranty & Repairs
WHAT DOES SAMSONITE'S WARRANTY COVER?

Samsonite’s warranty covers material and production defects for the length of time stated in the warranty. It does not cover any damage caused by normal wear and tear, misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water or transport damage (by airlines for example).

If a problem occurs with your Samsonite product and this problem is caused by a material or production defect, we will either fix or replace your product. Any such repair or replacement will be at our expense, including any costs required to return the product to you. You are however responsible for any costs of getting the product to a Samsonite Service Center. If you wish to read our full warranty conditions, click here.

WHICH DOCUMENTS DO I NEED FOR A WARRANTY INSPECTION?

For a warranty service, you will need a copy of your original receipt of purchase or a copy of your online order confirmation.

CAN I GET MY PRODUCT REPAIRED IF THE DEFECT IS NOT COVERED BY THE WARRANTY?

Yes, we are happy to take a look at your Samsonite product. Our authorised Repair Center will inspect your suitcase and will inform you in advance on the cost, so you can let us know if you agree or not. For details on our repair centre, click here.

I HAVE BOUGHT MY SUITCASE IN ANOTHER COUNTRY/CONTINENT. IS MY WARRANTY VALID EVERYWHERE?

Yes, it is! Samsonite offers you a global warranty, which means it is valid everywhere and you may have your product repaired at any Samsonite Service Center in the world. Please make sure to keep your proof of purchase and/or copy of your order confirmation.

WHERE CAN I HAVE MY SAMSONITE LUGGAGE REPAIRED?

Your Samsonite product can be repaired in an authorised Samsonite Repair Centre. For warranty service, please make sure you have a copy of your original receipt of purchase or order confirmation and bring it with you. For details on our repair centre, click here.

WHAT DO I DO IF MY SUITCASE WAS DAMAGED DURING A FLIGHT?

If you find your luggage to be damaged after a flight, we advise you to claim the damage with the airline upon arrival. Usually you can do this at the service counter in the baggage claim area. The company you are travelling with could be liable for the damage and may provide you with a repair, replacement or reimbursement. Any such damages are not covered by Samsonite’s warranty, but we can provide you with the necessary documents or repair if needed. For details on our repair centre, click here.

WHAT DO I DO IF MY SUITCASE WAS DAMAGED IN THE HANDS OF ANOTHER CARRIER (BUS COMPANY, TRAIN, …)?

In the same way that you can claim damage with airline companies upon arrival, you can equally file a claim with other carriers in order to receive proper compensation for your damaged item. For details on our repair centre, click here.

Travelling with Samsonite
HOW ARE PRODUCTS MEASURED?

Our products are measured including handles, wheels, bottom glides, side pockets and other external parts. Measurements are carried out in the Samsonite laboratories using procedures whereby tolerances up to 1.5 cm in dimensions cannot be excluded.

SUSTAINABILITY & RECYCLING

An ecological lifestyle starts with small steps… For example in the way we travel or the products we use. We want to ensure that our commitment to sustainability, together with our ongoing innovation drive, is contributing to a better future. Therefore, we reduce our carbon footprint by reducing our gas emissions and energy use wherever possible. We assure that we professionally recycle products at the end of their life cycle, and use these recycled materials in our new eco-products. These are not only made from our own recycled materials, but also from a large number of PET bottles.

WHAT IS EXPANDABILITY?

The expandability feature can be found on most of our softside suitcases and enables you to increase your packing space by unzipping the expandable compartment.

WHAT IS A SMART SLEEVE?

A Smart Sleeve quickly slips over the handle of an upright or spinner case.

HOW CAN I ATTACH MY PERSONALISED NAMETAG?

1. To open the tag, slide the upper part to the left
2. Attach the tag to the loop, and close the slider again

Terms and Conditions

INTRODUCTION

SAMSONITE SOUTHERN AFRICA (PTY) LTD, 68 Old Main Road, Kloof, 3610, KwaZulu-Natal, South Africa, is organising the Samsonite Dream Rider Giveaway, hereafter “the Giveaway”, as described in these terms and conditions.

ELIGIBILITY

No purchase is necessary. The Giveaway is open to all residents of South Africa, that have obtained the legal age, hereafter “The Participant(s)”. Directors, officers, management, employees, other staff, agents, distributors and wholesale customers of SAMSONITE and family members thereof or any of its affiliated companies or any other persons involved in the making of this Giveaway are not eligible to enter this Giveaway. Any participation not complying with these terms and conditions is invalid. SAMSONITE explicitly reserves the right to refuse or remove a Participant, at its sole discretion, in the event SAMSONITE determines a Participant does not comply with all rules and regulations as contained herein. It is not the responsibility of SAMSONITE to ensure that the Giveaway participation requirements and use of personal information do not contravene the laws and regulations of any country of residency of participation, where it is being received or viewed. For the mentioned reason, all responsibilities relating to the participations to the Giveaway will be borne by the Participants who, it is understood, participate under their own responsibility and risk. In the event that any misfortune or damage should be experienced on the side of the Participant(s), SAMSONITE will not be responsible.

ENTRY WINDOW

The Giveaway is open from 25th August 2023 until 7th September 2023 midnight (CET) (hereafter “the Giveaway Period”). Participation is only valid during the Giveaway Period.

HOW TO PARTICIPATE

The Participants can enter the Giveaway by completing the following steps:

  1. Follow us, like our post
  2. Comment and tag a friend
  3. Share post to your stories
  4. Follow @therealtekomodise and @samsonitesa
  5. Subscribe to our newsletter
  6. Follow @samsonitesa and @therealtekomodise on Instagram

WINNER NOTIFICATION

SAMSONITE will announce the winners on 7th September 2023. All participants will be entered in a random draw and the first person’s name drawn will be deemed the winner. SAMSONITE reserves the right to announce the winners via e-mail, Facebook, Instagram & website. The winner will be advised by e-mail sent to the e-mail address given by the participate entering the Giveaway. Any change in e-mail/physical address may be sent to [email protected]. If, having determined the winners, doubts appear over the accuracy of contact details provided by the winner, SAMSONITE reserves the right to ask a copy of the passport/identity card in order to validate the allocation of the Giveaway once and for all. The winner should confirm that they accepts the Giveaway and the conditions for allocating the Giveaway, by replying to the confirmation e-mail within 3 days from receiving it. He should supply his full contact details (name, first name, e-mail and postal addresses). Failure to confirm acceptance of the Giveaway and to provide the required information within the stated timescale will result in the winner losing the right to claim the Giveaway and its reallocation to a new winner. Upon the Giveaway forfeiture, no payment or other compensation will be made to the original potential winner. The announcement date may be delayed due to unexpected circumstances. Decisions made by SAMSONITE are final on all matters relating to the Giveaway. SAMSONITE will not discuss the Giveaway results and will not respond to any requests for comments on this subject.

GIVEAWAY

SAMSONITE will announce the winner on 7th of September 2023, the eligible Participant will receive the Giveaway based on the following criteria: Giveaway will be awarded only if the potential winner fully complied with these Official Rules.

The Giveaway cannot be returned and cannot be taken as cash. Each prize is awarded “as is”, without warranty regarding the underlying services of performance. SAMSONITE is not responsible for direct or indirect damages that occur as the result of the use or loss of the Giveaway, regardless of cause. SAMSONITE reserves the right to substitute the Giveaway with a Giveaway of an equivalent value should the Giveaway become unavailable for any reason. Only the owner of the Facebook, Instagram account or e-mail address will receive a Giveaway.

Giveaway: Samsonite Proxis spinner signed by Teko Modise

PARTICIPATION CONDITIONS

Participants accept that:

  •  The participation to the Giveaway must be fully complete and in accordance with the Giveaway’s terms and conditions (The Participants have to fill in all the required fields) and received before the end of the Giveaway Period to be eligible for the Giveaway drawings.
  • Use of computer programs and/or other automated devices to enter the Giveaway is prohibited.
  • SAMSONITE’s decisions as to the administration and operation of the Giveaway and the selection of the potentials winners are final and binding in all matters related to the Giveaway and is not open for discussion with SAMSONITE.
  • At the time of participation, Participants are deemed to have read, understood and be in agreement with the Terms and Conditions of the Giveaway. If they do not agree with them, they should not proceed with the Giveaway. By continuing to participate in this Giveaway, they agree to be bound by these Terms and Conditions.
  • SAMSONITE retains the right to exclude Participants from participating in the Giveaway and to delete participations from SAMSONITE’s website www.samsonite.co.za, if these are not in line with these terms and conditions.

TERMINATION OF THE GIVEAWAY

Samsonite has the right to vary these Terms, or terminate the Giveaway, at any time at its absolute discretion without liability to any entrant or other person. Samsonite will not award any product if the Giveaway is terminated.

EXCLUSION OF LIABILITY

Except as specifically set out herein and to the maximum extent permitted by law, all conditions, warranties and representations expressed or implied by law are hereby excluded. To the fullest extent permitted by law, Samsonite hereby excludes and shall not have any liability to any entrant or Giveaway winner in connection with or arising out of the Giveaway howsoever caused, including for any costs, expenses, forfeited prizes, damages and other liabilities, provided that nothing herein shall operate so as to limit or exclude Samsonite’s liability for personal injury or death caused by negligence. By entering the Giveaway, the entrant indemnifies Samsonite against any and all actions, claims, damages, expenses or liabilities suffered or incurred directly or indirectly by Samsonite in consequence of any breach or alleged breach, non-performance or non-observation by the entrant of any agreement, conditions, obligation or warranty on the part of the entrant herein. In the event that any provision of these Terms are held to be illegal, invalid, void or otherwise unenforceable, it shall be severed from the remaining provisions which shall continue in full force and effect.

DATA PROTECTION/PRIVACY POLICY

By entering the Giveaway entrants warrant and undertake that the information submitted is true, accurate and complete. It is a condition of entry to the Giveaway that we have the right to communicate to the public the name of prize winner. Entrants hereby agree to such communication of their information. We may use information (including personal data) entrants provide by entering the Giveaway for the purposes of running the Giveaway.

JURISDICTION

Legal relationship between SAMSONITE and the Participants is governed by the applicable laws of South Africa. Any and all legal actions or claims arising in connection with this Giveaway must be brought in a court of competent jurisdiction in South Africa.

RELEASE

SAMSONITE disclaims any liability for damage to any computer system resulting from participating in, or accessing or downloading information in connection with this Giveaway, and reserves the right, in its sole discretion, to cancel, modify or suspend this Giveaway should a virus, bug, computer problem, unauthorised intervention or other causes beyond the Organiser’s control, corrupt the administration, security or proper play of this Giveaway. By participating in this Giveaway, Participants agree that no claim shall be asserted against SAMSONITE, its affiliates or any of its respective directors, officers, employees or agents in respect of any damages, rights, claims or actions of any kind whatsoever that result from their participation to this Giveaway and/or acceptance and enjoyment of the prizes. The Giveaway is void where prohibited. To the extent permitted by law, the right to litigate, to seek injunctive relief or to make any other recourse to judicial or any other procedure in case of disputes or claims resulting from or in connection with this Giveaway are hereby excluded and any Participant expressly waives any and all such rights.

AGREEMENT

By entering the Giveaway Participants agree to abide by all rules. The Giveaway terms and conditions are supplied to provide clarity. Please do not hesitate to contact us, via [email protected], if you have any questions or remarks.