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.
Do you deliver to the Scottish Highlands, Islands, Northern Ireland, Isle of Wight, and Isle of Man?
Yes — we deliver to all of these locations. Please allow up to 2 additional working days beyond the standard timeframe for delivery to these areas.
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?
For online purchases, you can notify us that you wish to cancel within 14 days after receiving your goods, without giving a reason. You then have a further 14 days to send them back.
You may inspect goods as you would in a shop. We do not charge a blanket restocking fee, although a lawful deduction may apply if handling beyond reasonable inspection reduces their value. Your statutory rights are unaffected.
How do I return an item?
Contact Neil’s Luggage Store using our published contact details and include your order number or other purchase information. We will provide the correct return address and instructions.
Your statutory cancellation right does not depend on our approval, a reason for returning or photographs. Please package the goods securely and do not send them directly to our supplier.
Who pays for return shipping?
For a change-of-mind cancellation, you pay the direct return shipping cost. We recommend a tracked service and keeping proof of postage.
For faulty, damaged, incorrect or misdescribed goods, contact us so we can arrange the return or cover reasonable necessary return costs.
When will I receive my refund?
For a qualifying cancellation, we refund without undue delay and no later than 14 days after receiving the goods or evidence that you sent them back, whichever is earlier.
Refunds go to your original payment method unless you expressly agree otherwise. Your payment provider may take additional time to display the funds.
When you cancel the whole order, we also refund standard outbound delivery charges. Any premium delivery upgrade above the standard cost need not be refunded.
What if my item arrives damaged or develops a fault?
Contact us as soon as reasonably possible with your purchase details and a description of the problem. Photos can help, but are not a condition of your statutory rights.
Reporting a fault after seven days does not automatically remove your rights. The remedy may be a refund, repair or replacement, depending on the circumstances and applicable law. No restocking fee applies to a valid faulty-goods claim.
🧳 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?
Please contact us promptly if you want to change your order; changes depend on whether it has already been processed or dispatched. Your cancellation rights are separate: for online purchases, you can cancel before delivery or within 14 days after receiving your goods, then have a further 14 days to return them. You do not need to give a reason.
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.
For full details on your consumer rights and after-sales support, click here.