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Welcome to Excess Baggage

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Customer Service

Our friendly customer care team are dedicated to delivering top quality assistance and support. Whichever service you're using, we care about your opinion and are constantly developing our technology to make it even easier for you to interact with us, to use our services and to tell us your thoughts.

We refine our services on a regular basis to meet the ever-changing needs of our customers and the market, and we're constantly delivering new information via our blog and updates on our websites. With over 25 years of experience, we're experts in the global baggage services market, so if you have any queries about any of our products or services, we'd be delighted to help.

 

Shipping & Delivery

Hurrah we usually ship out all our products with FREE NEXT DAY DELIVERY on all products from £0.99 to £999.99 from the day of dispatch at luggage Express !!!
Though we still advise you to order atleast 5 days in advance.

You DONT have to wait the whole day our courier will provide you with a ONE HOUR delivery window via Email and Text message to your preferred number on the day of the delivery.

If by any chance you need to go out and miss the delivery schedule, the Courier will deliver the parcel again on the next consecutive day all FREE of charge.

We offer the below delivery options at Luggage Express -
1. Free Standard Delivery on all products, Yes on all products from £0.99 to £999.99
2. Signed for Next day service
3. Free London Weekend Service
4. Express Same Day Service

Tracking your goods
We use DPD Next day delivery service for most of the products sent out in the mainlaind Britian, you can follow the link to track your parcel by clicking the Track Parcel button.

Step 1
On reaching the tracking page CLICK 'Show Advanced'

Step 2
Please enter 'luggageexpress' followed by your order reference number in the 'Senders Ref:' and your delivery Postcode.(Below are some examples on how to enter your order reference number)

Step 3
Click the 'Next' button on the bottom of the Box.

Below are some examples -

- If your order reference number is 5 then enter 'luggageexpress5'

- If your order reference number is 46 then enter 'luggageexpress46'

Delivery
All delivery times are estimates, we work as per UK distance selling regulations (DSR) and hope to complete all orders within 30days of placing. If a customer fails to choose a colour then colour is set to default Black or any colour available in stock will be dispatched for delivery. All payment is required in advance; the dispatch will only take place after successfully completing the checkout procedure on the website or after successfully completing a sale via telephone call. Delivery is free for all items in mainland UK, for smaller items Royal Mail services may be used.

Special charges apply for Scottish Highlands, Northern Ireland, Republic of Ireland, Isle of Man and Islands of Jersey; please call our customer care for a price quote before ordering. For the majority of deliveries, a respected courier delivery service will be used.

All delivery times provided are estimates, and cannot be guaranteed. All deliveries are sent signed for the person ordering and upon receiving the items ordered should be checked thoroughly before signing for. The person ordering should complete the checking of the goods delivered and report of any shortages or damages would be deemed by us that the goods have been accepted by the person ordering as being complete and undamaged. All damages or shortages should be reported to us within 24 Hours in writing by the person ordering the items.

We will notify you within a reasonable time if there is a delay in delivery of an ordered item. There might be certain circumstances which might be out of our control in particular when goods are sourced from a third party manufacturer, out of country supplier or unfavorable natural conditions.

 

Privacy & Security

Privacy
LuggageExpress.co.uk will use cookies to identify you during your interaction with our website, to make our services more understandable and to store items in your shopping cart between visits. "Cookies" usually are small pieces of information that a web site will store on a computer’s hard drive. Cookies are never used to store sensitive customer information such as names, addresses, credit card numbers or passwords. Acceptance of cookies is not a requirement to browse our website; however our website does require the acceptance of cookies to work properly. Most browsers will automatically accept cookies, but you can configure your browser to prevent that.

We automatically track certain information based upon your behaviour on our site. We use this information to analyze our users' behaviour, interests, and demographics to better understand and serve our shoppers. This information may include the URL that you just came from, which URL you next go to, what browser you are using, and your IP address.

All sensitive information is industry standard SSL encrypted; this is the information that you provide to us that is specific to you. We collect information such as your name, phone number, billing information, shipping information and other personal information as indicated on the forms throughout our site. You provide such information when you make a purchase, enter a contest or sweepstakes, fill out a survey or form, provide ratings or testimonials feedback, give or redeem a gift certificate, etc.

Where possible, we indicate which fields are required and which fields are optional. You can always choose not to provide information, but you may not be able to use a particular service or feature. We use the information we collect from you to improve our products and services and make your shopping experience more efficient and relevant. We review the actions of our visitors on an aggregate basis to determine customers' preferences. LuggageExpress.co.uk also conducts analysis and research on our visitors' demographics, interests, and pages viewed based on the information provided to us during ordering, from our server log files, contests or surveys.

Security
LuggageExpress.co.uk security pledges to protect every individual who connects to our website so that you never ever have to worry about your credit card safety. We guarantee that every interaction with our website will be as safe as possible as the technology will permit. LuggageExpress.co.uk servers use Secure Sockets Layer (SSL), an encryption technology that works with Microsoft Internet Explorer, Safari, Mozilla and many other respected browsers. We would take utmost care to minimise any leak of information, Virus and be Pop-up free, only we and trusted third parties will be able to review any personal information of a customer. We will never reveal your credit card details to a third party. However, we will transmit the entire credit card number to the appropriate credit card company during order processing.

Legal Requests
LuggageExpress.co.uk will adhere to any law enforcement inquiries. LuggageExpress.co.uk reserves the right to disclose any activities or information about you to law enforcement or other government officials as we, in our sole discretion, determine necessary or appropriate, in connection with an investigation of fraud, intellectual property infringements, national security, breach of peace towards humanity or other activity that is illegal or may expose us or you to legal liability.

Policy Changes
LuggageExpress.co.uk reserves the right to change, modify, add or remove portions of this Policy at any time whenever it deems appropriate without giving any prior notice. Any changes will be posted in this page in reasonable time and will become effective immediately upon being posted unless we tell you otherwise.

 

Returns & Replacements

Exchanges hassle free
90 days hassle free exchanges, in the unlikely event you are unhappy with your selection and you find it is not suitable for your requirements; you must contact us via our customer care telephone or email and return the item no less than 90 days from the date you receive the order for a prompt exchange.

We can arrange to collect goods to be exchanged please call the customer service number to arrange a collection. Incase you use your own means we recommend that you use a registered postal service so that the goods reach to us in a perfect condition. Luggage Items must be returned in a saleable condition same condition as you received them with all labels intact and adequate packaging. Once the goods have arrived back at our warehouse, it will be ensured that they have not been used and in saleable condition. We will then process a prompt exchange for another item.

LuggageExpress.co.uk reserves the right to charge a customer's card through our merchant for the difference in price of an item to be exchanged. If the value of an item to be exchanged is more, the difference will be charged as per agreement to these terms.

Refunds 14 days no questions asked
14 days no questions asked for unwanted products for any reason. In the unlikely event that you are not fully satisfied with your purchase you can return it unused and in saleable condition within 14 days of receipt for a refund which will be exclusive of the delivery charges and nominal handling fees. We reserve the right to refuse refunds for goods which are made to order such as trunks & tuck boxes or orders which are in transit.


The buyer is responsible for the return of the item to us and we recommend that you use a registered postal service so that the goods reach to us in a perfect condition. Items must be returned in a saleable condition same condition as you received them with all labels intact and adequate packaging. Once the goods have arrived back at our warehouse, it will be ensured that they have not been used and in saleable condition. In the case you wish to use our service to collect and deliver the goods to Luggage Express, we will then process a prompt refund exclusive of collection/delivery charges and nominal handling fees.

In all instances for refunds prior authorization is required from us to arrange for return of an item for a refund this can be achieved by calling our customer care helpline on 020 8324 2007 or email:sales@luggageexpress.co.uk, where we will be happy to assist in arranging a collection.
LuggageExpress.co.uk will match the exact cost of returning the goods against the handling and delivery charges for defective items, so there will be no additional charge to you.

Guarantee and repairs
LuggageExpress.co.uk guarantees all unused defective merchandise unconditionally for 30 days from the receipt of receiving the orders. In the unlikely event if your purchase is faulty or defective, the return of the item or defective merchandise will be free please call our customer care telephone number for a collection; the only exception is personalized or custom made items.
Damage not covered under guarantee repairs:

    • All repairs and replacement will be at LuggageExpress’s discretion and luggageExpress.co.uk will take due time for determination of a specified fault.
    • Replacements or repair of products arising due to fault in material/workmanship will be provided for free of cost.
    • Damage due to airline travel should be claimed against the airline you traveled with at the arrival airport, a DPR report should be filed with the respective airline as soon as you notice the damage to the luggage you travelled with and make sure that a DPR number is issued by the airline.
    • Excessive wear & tear arising due to constant usage is not covered.

Complaints/Suggestions
We highly appreciate your suggestions regarding any issues arising from usage of our website. Please contact us on Email: sales@luggageexpress.co.uk or call us on – 020 8324 2007