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 2,300m2 Brisbane warehouse. If out of stock, the item is automatically removed from our website 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 New South Wales, Victoria and Queensland for orders over $75.00.

A freight cost is applicable to deliveries to the Northern Territory, South Australia, Tasmania and Western Australia.

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 – Monday to Friday 8am to 4pm. However, it is far safer and more efficient to order online where a secure gateway is used. 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 information is fed into SecurePay servers and your information is coded. This system 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! Luggage Direct has a safe and secure website 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 encryptionWhen a credit card payment comes through 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 or 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 deposits that into the online shopping company's bank account. This entire process takes as little as 3 or 4 seconds. 

How do I choose my luggage?

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

Why does luggage that looks alike vary in price?

First, it's like buying a car. There's a big difference between a BMW and Toyota, but there's nothing wrong with a Toyota. It also depends on our bulk buys and the deals we secure for the benefit of our customers. We sometimes piggyback on bulk USA orders or buy via a manufacturer's specials. By passing on the savings, it makes our prices look cheap. What matters most is that we never ever compromise on quality. We only buy quality stock.

What are your delivery times?

All orders are dispatched within 1 business day of being received. Delivery times depend on where the order is being sent to. For delivery times around Australia, please click here

Where are your stores located?

Luggage Direct has stores in three great locations: West End, Kedron and Carina Heights. Click here for more information.

What are your store trading hours?

Monday to Friday
9am - 6pm

Saturday and Sunday
9am - 5pm

Public holidays
10am - 4pm

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 open 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 it.

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.