Returns and Refunds Help
A little update to our returns policy
We’re always looking for ways to keep our prices fair and our service as affordable as possible. As part of this, we’re making a small change to our returns policy.
From 12th October 2026, there will be a £2.50 charge per carton for returns.
We’ve kept this charge as low as possible, and we hope you’ll understand that it helps us towards the cost of handling and processing returned orders.
We take great care to keep delivery and packaging costs down from the moment your order is packed. We always use the most cost-effective packaging options available, including nesting smaller suitcases inside larger ones and placing bags, accessories and other smaller items inside larger pieces wherever possible.
By doing this, we can reduce the number of cartons needed for your order, helping us to keep packaging and delivery costs as low as possible.
You still have 28 days from receipt of your order to return any unwanted and unused item.
We really appreciate your understanding and continued support. We’ll always do our best to keep our costs fair while providing you with the service you expect from us.
Returns & Refunds Q&A
Can I return an unwanted item?
Yes. We’re happy to refund an unwanted and unused purchase returned to us within 28 days of receipt.
Your refund will be made to the original payment card used to place the order.
Please make sure that returned items are unused and in a saleable condition. Items that have been used, damaged or returned in a condition that means they cannot be resold may not be eligible for a refund, except where the issue relates to a fault or your statutory rights apply.
How do I return an unsuitable item?
If your item isn’t quite right and you’d like to return it, please contact us and we’ll arrange for it to be collected by DPD.
The collection can be made from your home address or another suitable address of your choice.
Where possible, please use the original packaging to return your item and include any paperwork that was supplied with the original delivery.
Please email us at customerservice@tripp.co.uk quoting your order number, delivery postcode and number of cartons for collection, or simply go to the Contact Us page of the website.
Can I specify a time slot for collection?
Unfortunately, DPD collections cannot be booked for a specific time slot.
You can choose your preferred collection day from Monday to Friday, and the collection window is 9am–5pm.
Can I arrange an exchange?
We don’t currently offer exchanges.
If you’d like a different item, colour or size, please follow the return process above and place a new order online whenever it’s convenient for you.
How long does a refund take?
We’ll process your refund within 10 working days of receiving your returned order at our warehouse.
Your refund will be made to the original payment card used for the purchase, with the £2.50 return charge per carton deducted from the refund, where applicable.
During particularly busy periods, returns may take a little longer to process, but we’ll always aim to get your refund to you as quickly as possible.
Help! My item has just been delivered and there’s a fault. What should I do?
We’re really sorry to hear that and understand how disappointing it can be to receive an item that isn’t right.
Please email us quoting your order number and delivery postcode, together with a brief description of the problem and a photograph of the fault. This will help us understand what’s happened and arrange the most appropriate solution for you, which may include a replacement.
We recommend checking your order as soon as reasonably practicable after delivery and letting us know promptly if anything is missing, damaged or not as expected. If possible, please notify us within 48 hours, as this helps us investigate and resolve delivery issues as quickly as possible.
This request does not affect your statutory rights.
I’ve used my item and it’s developed a fault. What should I do?
If you’ve used your case or bag and it has developed a fault, please get in touch with us so that we can establish whether the issue is covered by our guarantee.
Our 5-year guarantee covers manufacturing faults during the applicable guarantee period. It does not cover general wear and tear or damage caused after purchase, such as damage caused during air travel.
For more information, please see our 5-Year Guarantee.
To help us deal with your query as quickly as possible, please include the following in your email:
- Your order number and delivery postcode.
- Two clear photographs of the fault — one showing the fault itself and another showing the item as a whole.
- If the issue relates to the wheels or extendable handle, a short video demonstrating the problem, if possible.
- The PO number, which can be found on the Tripp label stitched into the main compartment of your suitcase or bag. It will say PO followed by 5 or 6 numbers.
I purchased my suitcase in one of your Brand Outlet stores. How can I return it?
If you purchased your item from one of our Brand Outlet stores and it is unsuitable, please return it directly to the store where you purchased it.
Our Brand Outlet stores are:
- Ashford Designer Outlet
- Cheshire Oaks Designer Outlet
- Boundary Mill Walsall
- Boundary Mill Shiremoor
- Boundary Mill Colne
If your item is faulty or was not as described, please contact us so that we can advise you on the appropriate next steps.
What about my statutory rights?
Nothing in our returns policy affects your statutory rights.
If goods are faulty, not as described or otherwise fail to meet the requirements of applicable consumer law, you may have additional rights and remedies.
If you have any questions about your statutory rights, you can seek independent advice from Citizens Advice or your local Trading Standards department.