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, including:

  • England, Scotland, Wales, and Northern Ireland (Mainland UK)
  • UK Remote Areas (Scottish Highlands & Islands, Isle of Wight, Isle of Man)
  • Channel Islands

We do not currently ship internationally or to the EU.

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.

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.

Delivery Times & Costs

UK Mainland - Standard Delivery:

  • Estimated delivery: 2-3 business days from dispatch via EVRI Tracked 48 or DPD
  • Cost: £5.95
  • Tracking provided

UK Remote Areas:

  • Estimated delivery: 3-5 business days from dispatch
  • Cost: £7.95
  • Tracking provided
  • Includes: Scottish Highlands & Islands, Isle of Wight, Isle of Man, Northern Ireland remote areas

Channel Islands:

  • Estimated delivery: 3-5 business days from dispatch
  • Cost: £19.95
  • Tracking provided

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

Order Tracking Once your order ships, you'll receive:

  • Shipping confirmation email
  • Tracking number
  • Link to track your parcel

You can track your order through the courier's website using the tracking number provided.

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. For any questions about your order, shipping, or products, please contact us:

  • 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 United Kingdom