Frequently Asked Questions

Do you have stock of what you advertise on your website?

ABSOLUTELY. Every product that you see on our website is in stock , stored in our massive 2300 sq mt  Brisbane Warehouse. If out of stock, the item is automatically removed or it will indicate it is out of stock. Dispatch is within 1-2 business days.

Do you charge for shipping?

Shipping is FREE to NSW, VIC and QLD for order's over $75.00.

A freight cost is applicable to deliveries in NT, SA, TAS and WA.

What is your return /exchange policy?

Luggage Direct gives you a full 30 day Money Back Guarantee on any purchase (from the date printed on the invoice). Products must be unused and in their original condition. (This is for online purchases only)

Can I order by phone?

Yes, you can call us on 1300 Luggage (1300 584 424) to make a phone order. Mon to Friday 8am to 4 pm. But it is far more safe and efficient to order online where a secure gateway is used. Your credit card information is safer online than the Point-of-sale terminals in the stores. A secure server is a computer that uses software that protects your personal and credit card information. We use SecurePay, a division of Australia Post. Your details are coded and sent back and forth so anyone who tapped into them could not figure them out. This encoding is called encryption.

Do you accept credit cards?

Luggage Direct accepts Visa, Mastercard and you can also pay through PayPal. Your card info is fed into SecurePay servers and your information is coded and is safer than using your card at a store. With a phone order, you are actually letting others know the card details. When you order online, your card details are unknown except to the bank.

Is your website secure?

Absolutely! LuggageDirect is a safe and secure site where you can make purchases without anyone knowing your personal information. We use SecurePay, a division of Australia Post, as the payment gateway. Your details are coded and sent back and forth so anyone who tapped into them could not figure them out. This encoding is called encryption.
 
When a credit card payment comes through on the online shopping website, the data and transaction details are encrypted and sent to the necessary financial institutions and the bank. The bank's credit card interchange system receives the transaction details, and routes the information to the issuer of the credit card (Visa, MasterCard) who approves or rejects the transaction. The results go to the online shopping company's bank, and the payment gateway system sends the results of the transaction to the buyer and the online shopping company. The funds are then transferred into the online shopping company's bank, who would deposit into the online shopping company's bank account. This entire process only needs to take about 3 or 4 seconds.

 The entire online payment gateway process is highly secure because of the encryption that takes place. In fact, it is often safer than the Point-of-sale terminals in the stores. 

 

How do I choose my luggage?

We have very helpful Blog's to assist you with this - http://www.luggagedirect.com.au/blog 

Why is luggage that look alike , vary in price?

1- It's like buying a car. A BMW and Toyota. Big price diff! but nothing wrong with a Toyota.  And it also depends on our bulk buys and deals we do . We sometimes piggy back on bulk USA orders, or we buy manufacturer's specials. And by passing on the savings, it does make our prices look cheap. But we never ever compromise on QUALITY. We only buy Quality stock. 

What are your delivery times?

All orders are dispatched within one business day of being received.  

.Delivery times depend on where the order is being sent to. Here is the link to the delivery times around Australia.  Click Here

Where are your store's located?

Luggage Direct is located in 3 great locations West End, Kedron & Carina Heights : Click Here for more info.

What are your store trading hours?

Monday to Friday

9 am - 6 pm

Saturday and Sunday

9 am - 5 pm

Public Holidays

10 am - 4 pm

How do you dispatch your orders?

Luggage Direct uses Toll Ipec couriers as well as other reputable courier companies. All orders are tracked from the moment they leave our warehouse until they reach you . 

What is a TSA lock?

In America, to ensure airline and travel security, the TSA (Transportation Security Administration) may need to check luggage before it is loaded on the airplane.

In the event that luggage has to be physically inspected and opened, standard locks may be forced opened and damaged in the process. This would leave the luggage unlocked and potentially at risk.

TSA approved locks, marked by the red diamond insignia, can be opened and then relocked by US security officers with a master key.

Please Note: TSA combination locks come without a key , as only TSA authorities have this key. If your TSA lock is a combination lock, you use the numbered dials to lock and unlock.

What are my consumer rights?

The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Law requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the Law says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure if the goods fail to be of acceptable quality. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure.