Shipping policy

At Neil's Luggage Store, we're an authorised retailer of premium KONO and Miss Lulu luggage brands. All orders are fulfilled directly by the manufacturer to ensure you receive authentic products with full warranty coverage.

Shipping Coverage

We ship to addresses within the United Kingdom (England, Scotland, Wales, and Northern Ireland). We do not currently ship internationally, to the EU, or to the Channel Islands.

How Orders Are Fulfilled

As an authorised retailer, your order is fulfilled and shipped directly from the manufacturer's warehouse in Cardiff, UK. This ensures product authenticity, quality control, and full manufacturer warranty coverage.

You buy directly from Neil's Luggage Store — we handle all customer service, returns, and support personally. All products carry the Manufacturer's Warranty.

Processing Time

Orders are processed within 1-2 business days (Monday–Friday, excluding UK bank holidays) after payment is confirmed. Orders placed on Friday, Saturday, or Sunday will be processed on the following Monday. You'll receive an email confirmation when your order has been dispatched with tracking information.

IMPORTANT — Remote Area & Non-Mainland Surcharge

The following locations are subject to an additional delivery surcharge. If your postcode falls within these areas, we will contact you after ordering to confirm the surcharge before dispatching:

Scottish Highlands: AB36-38, AB55-56, FK17-21, IV1-39, IV52-54, IV63, KW1-14, PA21-40, PH19-26, PH30-41, PH49-50 Scottish Islands: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3 Isle of Wight, Isle of Man, Northern Ireland

Delivery Times & Costs

UK Mainland (England, Scotland, Wales — excluding remote postcodes above) Standard Delivery | 2-3 business days from dispatch | £5.95 Free delivery on orders over £75. Delivered via Evri Tracked 48 or DPD. Tracking provided.

Scottish Highlands & Islands, Isle of Wight, Isle of Man, Northern Ireland Standard Delivery | 5-7 business days from dispatch | £19.95 Tracking provided. We will contact you to confirm the surcharge before dispatching.

Delivery times are estimates and may vary during peak periods (Christmas, bank holidays, etc.).

Order Tracking

Once your order ships, you'll receive a shipping confirmation email with a tracking number and link to track your parcel via the courier's website.

Shipping Address

Please ensure your shipping address is complete and accurate. We cannot be held responsible for orders shipped to incorrect addresses provided by the customer. If you need to change your shipping address, contact us immediately at support@neils-luggage-store.co.uk

Missing or Damaged Parcels

Lost in Transit: If your order hasn't arrived within the estimated delivery window, please contact us at support@neils-luggage-store.co.uk with your order number. We'll investigate with the courier and arrange a replacement or refund if necessary.

Damaged in Transit: If your item arrives damaged, please contact us within 48 hours with photos of the damage and packaging. We'll arrange a replacement or full refund at no cost to you.

Undeliverable Parcels

If a parcel is returned as undeliverable due to an incorrect address or failed delivery attempts, we'll contact you to arrange redelivery. Additional shipping charges may apply for reshipment.

Customer Service

All customer enquiries, returns, and support are handled directly by Neil's Luggage Store.

Email: support@neils-luggage-store.co.uk Phone: +44 7459 083267 Business Hours: Monday–Friday 9am–6pm, Saturday 10am–4pm GMT

Neil's Luggage Store, Office 207, 18 Young Street, Edinburgh, EH2 4JB