FAQ


What does limited global warranty mean?

What does limited global warranty mean?

I have bought my suitcase in another country/continent.  Is this warranty applicable here in Europe?

Which defects are covered by warranty/which are not?

What is the warranty period of my suitcase?

Which documents do I need to keep to appeal for warranty?

 


 

What does limited global warranty mean?

Limited warranty means that the warranty is only valid for material and production defects which occur during the warranty period.
This also means it does not cover any damage caused by misuse (such as transportation of unusual items), neglect, accidents, abrasion, exposure to extreme temperatures, solvents, acids, water, normal wear and tear or transport damage (by airlines for example).

For further info, please consult our warranty text.

 

What does limited global warranty mean?

Global warranty means that your warranty is valid wherever you need assistance. We have an extended network of service centers all over the world.
Please note that we may not have service centers or brand representatives in some remote countries.

For further info, please consult our warranty text.

 

I have bought my suitcase in another country/continent.  Is this warranty applicable here in Europe?

Yes it is. Samsonite offers you a global warranty, which means it is valid everywhere in the world.
*Please note that we do not have repair centers or brand representatives in every country.

 

Which defects are covered by warranty/which are not?

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

For further info, please consult our warranty text.

 

What is the warranty period of my suitcase?

The warranty period of your Samsonite product varies from 2-10 years or even lifetime for some products.  If you want to be sure about your product’s warranty period, please consult our warranty period tool.

 

Which documents do I need to keep to appeal for warranty?

For a warranty service at a Service Center, you will need the original receipt of purchase and a duly stamped warranty card.

 

--> Top

What to do if my suitcase was damaged during a flight?

If you find your luggage to be damaged after a flight, you should claim the damage with the airline upon arrival. You may do so at the service counter in the baggage claim area.

Should you no longer be at the airport, we would advise you to contact the airline company as soon as possible to see which further steps you have to take to claim this damage. Please check your rights via this link.

 

What to do if my suitcase was damaged whilst in the hands of another carrier (bus company, train,...)?

You can equally file a claim with the carrier in the interest of receiving proper compensation for your damaged item.

 

 

DO - IT - YOURSELF

Is it difficult to perform a repair myself?

 

 

ORDERING PARTS 

Do I have to pay for spare parts? What is the cost ?

Are the spare parts I order always delivered with fixation parts ?

What is the delivery time of a spare part?

What if I purchased my product in the United States or Asia and require parts for it?

What if the composition of the product ID on my card is different?

How can I be sure I order the right wheels for my case? 

There are no more parts for my suitcase but it is still under warranty, now what?

Why are there no available spare parts for my new product? 

 


 

DO - IT - YOURSELF

Is it difficult to perform a repair myself?

Not at all.  Wheels, locks and handles are easy to replace on most of our products.

Take a look at our tutorial videos and find out how easy it is:

Wheel replacement Cosmolite

Wheel replacement Firelite

Combilock + handle replacement Aeris

Wheelhandle replacement S'Cure

 

ORDERING PARTS 

 

Do I have to pay for spare parts? What is the cost ?

Spare parts will only be billed if your product is no longer under warranty. Parts will be billed at a reasonable cost. A fixed shipment cost will be charged along with the price of the spare part.

*Please take into account that spare parts may not be available for ALL collections. For some (older) collections we may no longer have parts available.

 

Are the spare parts I order always delivered with fixation parts ?

Yes, when fixation parts are needed, we will deliver them with your order.

 

What is the delivery time of a spare part?

Depending on the destination country and local postal services, delivery times can vary between 5 to 15 working days.

*Please take into account that spare parts may not be available for ALL collections. For some (older) collections we may no longer have parts available.

 

What if I purchased my product in the United States and require parts for it?

US products do not usually come with a warranty card. Instead, your receipt is your valid proof of purchase.

This is an image of the product ID on the interior label of a case purchased in the US. 

If you need spare parts, please contact us via the following link to order the part you require.

Please make sure to add pictures and to specify the size of your product.

*Please take into account that spare parts may not be available for ALL collections. For some (older) collections we may no longer have parts available.

 

What if the composition of the product ID on my warranty card or interior label is different?

If the composition of your product ID looks like the one on the image below, your product was manufactured before 2007. Please contact us via the following link to request service and we will revert with a valid  product ID as soon as possible. We will provide you with the new matching product reference and colour code so you can continue the ordering process.

 

In order to distinguish the wheels on your suitcase, check the position of the logo.

On the front side, you have the right and left wheel of the top shell.

On the back side, the right and left wheel of the bottom shell

Check this video to visualise how to order the right wheel:

 

No (more) parts are availabe for my case but it is still under warranty, now what?

If there are no more spare parts for your product, and the problem is caused by a material- or production defect, you will be offered  a replacement or a voucher for your product.

 

Why are there no available spare parts for my new product?

Spare parts are not acquired for every single line we have manufactured. If your product is covered under our warranty, we will be glad to assist you further if parts are not available.

 

--> Top

 

What is the best way to clean my product?

See our videos for more specific cleaning instructions per material

 


 

What is the best way to clean my product?

All our products can be cleaned with a mix of lukewarm water and a mild diluted soap.

 

General cleaning

- Thoroughly pre-rinse with warm water to loosen and wash away surface material, grit and grime.
- Using a soft microfiber cloth or moist non-abrasive sponge, gently wash with a mild diluted soap or detergent.
- Rinse thoroughly with lukewarm clean water. To prevent water spots, thoroughly dry the glazing with a dry soft cloth.

 

Removing adhesive backed labels

- Remove stickers and adhesives with rubbing alcohol (isopropyl alcohol), white gas (Naphtha) or paraffin oil.
- Immediately rinse thoroughly with lukewarm clean water. To prevent water spots, thoroughly dry the glazing with a dry soft cloth.

 

See our videos for more info on specific cleaning instructions per material:

 

--> Top

 

How do I set my code?

I cannot remember my code, what to do?

What does TSA stand for?

Where is my key for my TSA lock?

 


 

How do I set my code?

Please click here for lock instructions.

 

I cannot remember my code, what to do?

Please contact your local service point.

 

What does TSA stand for?

What is TSA?

TSA stands for Transport Security Administration.

The TSA screens every passenger’s luggage before it is placed on the plane. At their discretion, from time to time, they choose to open a passenger’s luggage for closer inspection. When this occurs, if the luggage is fitted with any lock other than those approved by the TSA, they will destroy whatever lock is fitted to gain access.

Luggage equipped with TSA locks is required for all customers travelling to the US, as using TSA locks allows your luggage to be unlocked and inspected by security authorities without damage.

Luggage locks approved by the TSA have a universal master key that will open the locks. Only the TSA have a copy of this master key. Every TSA approved lock has an identifying mark  that shows it may be opened by the master key. All our TSA locks feature this red TSA logo.

 

Where is my 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 suitcase for inspection, without damaging the lock. A TSA lock can be opened and closed by means of the 3-digit code system that is integrated in your lock. See also our lock instructions.

 

--> Top

 

How can I clean my suitcase?

How are products measured?

More info about REACH

Where can I find the identification code of my bag/suitcase?

Is my product water-resistant?

How to use zippered cases?

Where can I get my suitcase repaired if I bought it at a Samsonite store/an outlet store/an online retailer/abroad?

 


 

How can I clean my suitcase?

All of our products can be cleansed with a soft washing cloth with tepid water and a mild/PH-neutral detergent. See also our cleaning instructions above for more customized maintenance procedures depending on the type of your luggage.

 

How are products measured?

Our products are measured including handles, wheels, bottom glides, side pockets and other external parts. Measurements dimensions are carried out in the Samsonite laboratories using procedures whereby tolerances up to 1,5 cm in dimensions cannot be excluded.

 

More info about REACH

Registration, Evaluation, Authorisation and Restriction of Chemicals (REACH) is a European Union regulation dating from 18 December 2006. REACH addresses the production and use of chemical substances, and their potential impacts on both human health and the environment.

If you have any questions on this subject, please contact reach@samsonite.com.

 

Where can I find the identification code of my bag/suitcase?

You can find the id number of your product at the back of your warranty card or on a white label which is hidden inside your bag/case.

Is my product water-resistant?

Your Samsonite product is water-repellent but not waterproof. Consequently, any damage caused by water, will not be covered by our warranty.

 

How to use zippered cases?

Please make sure to always open your zipper until the end. If you do not open your zipper completely, you might put too much pressure onto the zipper when opening the suitcase, which may cause it to deform.

 

Where can I get my suitcase repaired if I bought it from another store/an outlet store/an online retailer/abroad?

If you bought your suitcase online/abroad/at a store different from the store where you bring it back for repair, our local servicepoints should be able to assist you further.

If you bought your suitcase at an Outlet store, you will have to return to that same Outlet store, or another  company store. Other stores than our company stores  are not obliged to offer you any kind of after sales service.

 

--> Top