We are committed to delivering everyday value, offering low prices, expert advice, rapid dispatch, tracking and free standard delivery on orders over $100.

Everyday value you can count on

• Transparent pricing: Clear, GST-inclusive pricing - no hidden mandatory fees.
• Straightforward savings: Promotions and discounts are presented with conditions and any exclusions up-front.
• Real support: Help before and after purchase via email, phone and in-store.

Great Range & Products

• Leading brands: Curated range from trusted local and global brands.
• Spec detail: We publish dimensions, weights, materials, capacities and warranty information to help you compare
  like-for-like (e.g. typical cabin templates around 56 × 36 × 23 cm).
• Genuine AU stock: New, authentic products supplied with Australian warranties.

Great Service

• Rapid despatch on in-stock items with tracking from warehouse to delivery via Australia Post
• Order updates: We’ll keep you informed at key points from confirmation, despatch, and delivery ETA.
• Issue resolution: If something isn’t right, contact ask@luggagedirect.com.au and we’ll investigate promptly.

Great Advice

• Expert guidance online and in store be it size/weight help, airline carry-on basics, hard vs soft shell, security options (TSA locks,
  RFID), packing tips.
• Independent recommendations: We suggest products based on fit-for-purpose, not just price.
• Helpful content: Buying guides, comparison tables and FAQs written for Australian travellers.

Promotions & accuracy    

• Clear terms: We disclose eligibility and key conditions up-front.
• Content accuracy: Specs, dimensions and weights are published in good faith. If you spot an error, tell us  and we’ll correct it and make it right where appropriate.

If you think we can do better on anything we want to talk.

Please contact ask@luggagedirect.com.au with details about price, product, service, delivery or website accuracy. We’ll review promptly and respond in line with this Value Commitment and your ACL rights.

Returns, refunds & consumer guarantees

• Your rights under the Australian Consumer Law (ACL) apply in addition to this Commitment.
• Major failure: you can choose a refund or replacement.
• Minor problem: we will repair, replace or refund within a reasonable time.
• Change of mind: see our Returns page for conditions, timeframes and any exclusions (e.g. hygiene-sealed items once opened, custom orders).
• Proof of purchase: Required to process returns.
• Refunds are made to the original payment method unless otherwise required by law.

Manufacturer warranties

• Brand coverage: Manufacturer warranties (where provided) apply alongside your ACL rights.
• We’ll help: We can assist with warranty enquiries and service processes.
• No limitation of rights: A warranty does not replace or limit your ACL remedies.

Price review on request

We regularly monitor the market to ensure our range is priced competitively. However, if you’ve seen an identical item (same brand/model/colour/SKU) in stock at an Australian retailer with a lower delivered price (item + shipping, GST-inclusive), email ask@luggagedirect.com.au and we’ll consider a price match for you.

What to include: link or screenshot (with date/time), delivery postcode, and (if post-purchase, within 7 days) your order number.
Outcome options: As an independent operator we can't always price match. We will either offer to proceed with the price match, offer a limited-time adjustment, or decline (with reasons).

Note: This is not a commitment to match or beat any price. Exclusions may include marketplace/auction listings, member-only or coupon-only pricing, clearance/liquidations, obvious errors, international/grey-import stock, bundles, or finance-only offers. We make this offer on a case by case basis.

Delivery & timeframes

• Free standard delivery on eligible orders $100+ to all Australian postcodes. Remote areas, bulky/oversize items or
  dangerous-goods restrictions may attract a surcharge (shown at checkout).
• Flat-rate options apply for orders under $100 (see Delivery page for current rates).
• ETAs are estimates: Carrier networks can vary by route, weather and demand. We avoid promising dates we can’t substantiate.
• Tracking on all parcels; signatures/authority-to-leave according to your selection and carrier capability.