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Dear visitor, Pick-up service
I have a problem with my Samsonite product, what should I do?
How can I arrange a home pick-up?
My product will be picked up at home. How shall I pack my parcel?
My product will be picked up at home. What documents should I include?
My product will be picked up at home. Will I need to pay for this?
How is the cost estimate of my repair determined?
My product has been picked-up, can I still decline the repair if payable?
What if my product cannot be repaired but is still under warranty?
What if my product cannot be repaired and is no longer under warranty?
I have a problem with my Samsonite product, what should I do?
1 You can contact the seller of your product OR
2 You can order the spare parts online. With the help of our tutorials (FAQ-Spareparts), you can easily do the repair yourself.
3 You can arrange a home pick-up of your product.
How can I arrange a home pick-up?
We invite you to create an account on this website and identify your product and defect(s). If spare parts are available, you will have the option to order spare parts or to arrange a home pick-up. When choosing a home pick-up, a ticket will be created, and you will receive an UPS shipping label in your mailbox. Please attach this label to your parcel and leave it at a UPS Access Point in your neighborhood: ups.com/dropoff. Your product will be sent to our repair center for inspection.
My product will be picked up at home. How shall I pack my parcel?
Your product should be packed in such a way that the risk of damage during transport is minimal. We therefore advise you to use a carton box. Samsonite, nor the hauler can be held responsible for damage during transport if the product wasn’t packed carefully.
My product will be picked up at home. What documents should I include?
After registering your pick-up, a ticket will be created. You will receive a pick-up confirmation by e-mail. Please add this e-mail to the parcel. We recommend that you write the ticket number on the parcel as well. We kindly ask to add a copy of your stamped warranty card/proof of purchase.
My product will be picked up at home. Will I need to pay for this?
No charges will incur upon collection of your product. Your product will need to be inspected on arrival at our repair center. If the damage to your product is due to a material or production default within the warranty period, you will not incur any charges. If not, you will receive a cost estimate via e-mail.
How can I pay for my repair?
If it concerns a chargeable repair, you will receive an e-mail with a cost estimate. In this mail you will find a link to a payment page. When paying for the repair, you agree with the cost estimate and the product will be repaired. If you don’t agree, you choose the option ‘I don’t agree’ in this e-mail. In that case your suitcase will be returned free of charge.
How is the cost estimate of my repair determined?
Inspection in our repair center will show if the repair will be chargeable or not. If the repair is chargeable, you will receive a cost estimate. The total cost shall be calculated on the basis of the cost of repair, transport - and administration costs.
My product has been picked-up, can I still decline the repair if payable?
If it concerns a chargeable repair, you will receive an e-mail with a cost estimate. In this mail you will find a link to a payment page. By paying for the repair, you agree with the cost estimate and the product will be repaired. If you don’t agree, you choose ‘I don’t agree’ in this e-mail. In that case your product will be returned free of charge.
What if my product cannot be repaired but is still under warranty?
If the damage to your product is due to a material or production default within the warranty period and a repair is not possible, you will be notified by our Customer Service Team.
What if my product cannot be repaired and is no longer under warranty?
Your product will be returned free of charge. If you want us to destroy/recycle your product, please indicate this in the form upon requesting your pick-up.