Frequently Asked Questions

📦 Delivery & Shipping

How long will my order take to arrive?
We dispatch most orders within 1–2 business days of payment being confirmed. Orders placed on Friday, Saturday, or Sunday are dispatched the following Monday.

Which courier do you use?
We use Evri Tracked 48, DPD Tracked, and DHL for deliveries across the UK.

How long does delivery take to the Scottish Highlands, Islands, Northern Ireland, Isle of Wight, and Isle of Man?
Standard delivery applies to these areas, but please allow up to 2 additional working days beyond the standard timeframe. Next-day delivery is not available to these locations.

Do you deliver to the Channel Islands?
Yes — a flat rate of £15.00 applies to all Channel Islands orders (Jersey & Guernsey).

Will I receive a tracking number?
Yes — a tracking number will be sent with your dispatch confirmation email so you can follow your order every step of the way.

🔄 Returns & Refunds

What is your returns policy?
We accept returns within 14 days of delivery, in line with UK Consumer Contracts Regulations. Items must be completely unused and unworn, with all original tags attached and packaging undamaged. Please note that a 15% restocking fee applies to all returns, which is deducted from your refund. Your original delivery charge is non-refundable.

How do I return an item?
Please get in touch with us before sending anything back — we need to authorise your return first. Email us within 14 days of delivery with your order number, reason for return, and photos of the item in its original packaging. Once approved, we’ll send you return instructions and the return address. Items sent back without prior authorisation cannot be accepted.

Who pays for return shipping?
Return shipping costs are the customer’s responsibility. We recommend using a tracked and insured service, as we cannot accept responsibility for items lost or damaged in transit.

When will I receive my refund?
Once we’ve received and inspected the returned item, we process refunds within 14 days to your original payment method. The 15% restocking fee will be deducted from the refund amount.

What if my item arrives damaged?
Please contact us within 7 days with photos of the damage and we’ll resolve it as a priority — either with a replacement or full refund. The 15% restocking fee does not apply to damaged or defective items.

🧳 Products

Are your suitcases suitable for checked baggage on flights?
Yes — our hard-shell suitcases are designed to meet standard airline checked baggage requirements. We recommend checking your specific airline’s size and weight limits before travelling.

How do I care for my hard-shell suitcase?
Hard-shell cases can be wiped clean with a damp cloth and mild detergent. Avoid abrasive cleaners. Store in a cool, dry place when not in use.

Do your suitcases come with a warranty?
Yes — our KONO suitcases come with a manufacturer’s warranty. Please contact us if you experience any defects and we’ll liaise with the supplier on your behalf.

How does the KONO warranty work when buying from Neil’s Luggage Store?
As an authorised UK retailer of KONO products, any warranty or fault claims are handled directly by us. Simply contact us and we’ll manage the process on your behalf — you won’t need to deal with the manufacturer directly. We’re here to make it easy.

What sizes are available?
We stock a range of sizes from cabin carry-on through to extra-large checked luggage. Browse our full range by size on our collections page.

💳 Orders & Payment

Can I change or cancel my order after placing it?
We process orders quickly, so please contact us as soon as possible if you need to make a change. We’ll do our best to accommodate requests made before dispatch.

Which payment methods do you accept?
We accept all major credit and debit cards, as well as other payment methods available at checkout.

Is it safe to pay on your website?
Absolutely — our store is powered by Shopify, one of the world’s most trusted e-commerce platforms, with full SSL encryption on every transaction.

📞 Contact & Support

How do I get in touch?
You can reach us via our Contact page. We aim to respond to all enquiries within 1 business day.

What are your customer service hours?
We’re available Monday to Friday during standard UK business hours.