Frequently Asked Questions

My Order

What if I have a problem placing my order online or I am not sure it's gone through?
If you receive the order confirmation email then your order has gone through correctly. If you are unsure please feel free to contact our customer service team.

Can I amend my order?
No, we are unable to edit the actual products on the order, if we are in time to cancel the order we can do this for you so you can reorder.

Can I cancel my order?
Yes, provided your order has not yet been dispatched from our warehouse. To check the status of your order please contact our customer service team.

Some of my order is missing, what should I do?
Please check carefully inside the box as some of our bag items are flat packed. If you have more than one item on your order, please bear in mind that smaller products are nested inside the larger products so you will need to open each item individually. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, please call our customer service team within 3 days of receipt.

Help! My item has just been delivered and there’s a fault, what should I do?

If your item has been delivered to you with a fault, please give us a call or an email straight away. There’s a possibility we may ask for photo of the fault to ensure your replacement is perfect. We can then arrange for a courier exchange to be made for you.

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.

What is your product guarantee?
All our products come with a 5 year guarantee against manufacturing faults (not airline damage or general wear and tear). All replacement decisions are subject to an inspection being completed either in person or sometimes by emailing images to us. If you are not sure, please contact customer services for further information.

Do I need to register my purchased products to activate the guarantee?
No, just keep your receipt for store purchases or delivery note for online orders. All online order information is saved on our system as long as you can provide your delivery postcode. If you no longer have the receipt for your store purchase, we can ascertain the age of the case from the PO number which is located on a fabric label attached to the lining of the item so we can still usually help.

Delivery

What is your delivery policy?

Please refer to the delivery section of our website (live link). If you have any queries, please do not hesitate to call us.

Returns

What is your returns policy?

Please refer to the returns section of our website (live link). If you have any queries, please do not hesitate to call us.

Product queries

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

Please note that we do not put a zip pull on the inside zip which is attached to the lining of the case. This is purely for customs officers to search your case, we do not recommend that items are packed in this area.

How do I order replacement parts?
Unfortunately we do not stock or sell any spare parts. We are also unable to recommend any repair company.

My combination lock did not come with keys/I have lost the keys to my TSA combination lock can I get a replacement?

Please note the lock is for use by TSA only and therefore the case does not come with a key for security reasons. If you have a missing padlock and key which comes with some of our bags then we can resend the small padlocks for you.

I am trying to set the TSA combination lock on my suitcase, can you help?

Please refer to the lock instructions on our (live link) website for instructions on setting the code for your particular case. If you are having problems please give us a call.

Help! I have forgotten the code for my TSA combination lock!

It is not possibly to override the combination so the only way to find the correct code is towork 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 if you wish to something more memorable. If this doesn’t work, please contact customer services