Returns & Exchanges

Online Purchase Returns & Refunds

At EN ROUTE LUGGAGE, customer satisfaction is important to us. If you are not completely satisfied with your online purchase, you may qualify for a return, exchange, or refund within 12 days of receiving your order.

To be eligible for a return or exchange, products must be unused, unworn, in their original condition, and returned with original packaging, tags, and proof of purchase. We cannot accept returns on damaged, personalised, or otherwise non-resalable items.

Exchanges

Where stock is available, we will gladly exchange your item for the same product or an item of equal or greater value (subject to payment of any price difference where applicable).

Please ensure you have your original invoice or proof of purchase available to assist with processing your exchange.

Refunds for Online Orders

Refunds for online purchases are processed only once returned goods have been received at our warehouse, inspected, and approved.

Returned items must be sent back in their original packaging and condition. Return shipping costs are the responsibility of the customer unless the item is found to be faulty due to a manufacturing defect or you received an incorrect product.

Please note that online order refunds cannot be processed in-store.

Once your return request has been approved, EN ROUTE LUGGAGE may arrange collection through our courier partner where applicable.

If you choose to use your own courier service or postal provider, responsibility and risk remain with you until the returned goods are physically received and signed for at our warehouse. We recommend packaging all returned items carefully to avoid damage during transit and including a copy of your original invoice or proof of purchase.

Contact Us

For assistance with returns, exchanges, or refund enquiries, please contact the EN ROUTE LUGGAGE support team via the contact details listed on our website.

Repairs

If your luggage, bag, or travel accessory needs repair after use, EN ROUTE LUGGAGE is happy to assist.

Please contact our customer support team to discuss your repair request and available options. Once your item has been received and assessed by our repairs team, we will determine whether it qualifies under the applicable product warranty.

If your item falls outside of warranty coverage, a repair quotation and estimated turnaround time will be provided for your approval before any work begins.

Upon approval, repairs will be completed and payment will be required prior to the return shipment of your item.