Frequently Asked Questions

Payments

What payment methods do you accept?

We accept a wide variety of payment methods online including: Visa, MasterCard, Maestro, Solo, Delta and Electron. We don’t currently accept American Express cards online, however these are accepted on our departments in Debenhams stores.

Can I get a VAT refund?
All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery. For deliveries to the EU, this price includes VAT [or VAT equivalent] at the current rate. Although this price is the same for deliveries outside the EU, where VAT [or VAT equivalent] may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.

Can I get a VAT receipt?
If you are a VAT registered trader, we can provide a VAT receipt in respect of the items purchased from Tripp.
For purchases from Tripp.co.uk, please quote your order number and send your request to customerservice@tripp.co.uk. Any VAT receipts will be made out to the name and address used when the order was placed.

Orders

Will I receive email acknowledgment of my order?

When you place an order online with us you will receive an email confirmation of the order. This will have an order number for reference.

You will receive a second confirmation email once your order has been processed and is scheduled for delivery.

Please have your order reference handy if you are making any enquiries relating to your order. This will help us to answer any queries as efficiently as possible.

Can I amend/cancel my order?

We are unable to amend your order once it has been placed.  However if you get in touch with us as soon as possible we may be able to cancel your order if it has not been dispatched from our warehouse.  You will then be able to reorder with any amendments.

I’m missing some of my order?

Please check carefully inside the box and case. Our bags are delivered flat packed. Smaller products are usually delivered nested inside larger products.

My item has been delivered with a fault?

In the unlikely scenario that your item has been delivered with a fault please email us a picture of the fault right away. We will follow this up and make sure you get a replacement.

What is your delivery policy?

Please refer to the deliveries section of our website.

Can I return an unwanted item?

Please refer to the returns and refunds section of our website.

Product

Do you have a product guarantee?

Yes our products come with a 5 year manufacturing guarantee. You can read more about it here.

Can I leave a review on your product?

Yes. You will receive an email around 10 days after you order from our independent feedback provider Feefo requesting feedback on your experience with Tripp. Your feedback helps us to continuously improve our products and services.

The zip pull is missing from the inside zip on the lining of my case?

Please note we do not put a zip pull on the inside zip attached to the lining of the case. This is purely for custom officers to search your case. We do not recommend that you pack any items in this area.

Can I order replacement parts?

We do not currently stock or sell any spare parts.

Do combination TSA locks come with keys?

TSA locks do not come with keys. Please refer to our lock guide for more information.

How do I set the combination lock on my suitcase?

Please refer to our lock guide for help on setting your combination lock.

I have forgotten the code for my TSA combination lock?

It is not possible to override the combination so the only way to find the correct code is to work your way methodically through all of the combinations counting from 000 to 999, trying the release button each time until it opens. This shouldn't take you longer than an hour but you should be able to find the code this way. You can then change it to something more memorable. If this doesn’t work, please contact customer services.

Contact

How can I contact you?

If you haven’t been able to find the answer to your question then please get in touch with us.  We value all our customers and want to make sure you have an enjoyable shopping experience with us. If you are making an enquiry about your order please quote your order reference number (you can find this in your email confirmation), this will help us to answer your query as efficiently as possible.

We are available via email: customerservice@tripp.co.uk or you can call us: 02070145877