Customer Service: We believe in it.
If you have an issue with something you have bought from us, please don’t hesitate to call Jon, at 204-943-1068 or send a message to unluggage@gmail.com
Our policies are as follows:
Exchanges
If the wrong item was purchased, whether it's size, colour etc. and would like to exchange it for a different item, please contact us.
If the purchase was made using a free shipping option, it is the customer's responsibility to package the item and pay for return shipping to be exchanged. Once the item has been received, we will apply your credit to the new piece you have chosen.
If shipping was paid for with the original purchase, we will arrange to have the item returned to us at our expense.
Returns
If you aren’t satisfied with your purchase, we offer a full refund for items which are still in new, unused condition with all tags and packaging included. The shipping service used for original shipment is always recommended when return an item, and it is also recommended to keep a tracking number and proof of delivery.
Should original tags not be returned with the item, or should the item be in used condition, we reserve the right to refund only a portion of the price paid or to cancel the refund entirely.
Refunds are accepted in-store within 14 days of the purchase. Please have your receipt and order number on hand.
If the product cannot be brought back directly to our store, it is the customer's responsibility to package the item and pay for shipping for the return.
Please note that all personalized products (monogrammed bags, wallets, suitcases etc.) are final sale and cannot be returned.
Warranty
All items on our website are covered under brand-specific warranties. There may be an outline of basic warranty information on some product pages. For more details, please visit individual brands' warranty pages or contact our store.
If an item is believed to be in need of service under warranty, please contact us so that we may take care of your warranty claim to the best of our abilities. Feel free to contact the manufacturer directly as well.
Repairs
We have an experienced, on-site, full service repair shop to service our products. We try to repair products that are not from our store to the best of our ability, though this is not always possible. Our repair service can apply to luggage, briefcases, handbags, wallets, golf bags, instrument cases, duffel bags, and much more.
We are able to do most warranty repairs and are also a certified repair center for most airlines and damaged baggage claims.
Walk-ups are welcome. It is preferred to have the bag brought into the repair shop directly in order to properly assess the damage, repairs, timeline and cost, as these are very difficult to provide over the phone or via email. However, if you have any questions, feel free to give us a call, or if you would like to send us pictures of the damage, send us an email.