Website Terms & Privacy
Welcome to Luggage Direct.
By using our website, you agree to these terms and our privacy policy. We’ve written this in plain English to make it easy to understand.
Your rights under the Australian Consumer Law always come first.
1. Using our website
You’re welcome to browse, shop, and enjoy our site. Just a few simple rules:
- You can use the site for personal shopping only.
- Don’t copy, modify, or use our content for commercial purposes without permission.
- No bots, data scraping, or anything that disrupts the site.
We may update or change the site at any time.
2. Your account
If you create an account with us, please keep your login details safe. You’re responsible for any activity that happens under your account.
We only sell to adults. If you’re under 18, a parent or guardian must be involved in your purchase.
We can suspend or close accounts if they’re misused or if fraud is suspected.
3. Pricing, products & orders
We aim to keep all product descriptions and prices accurate. If a mistake happens, we’ll fix it quickly.
All prices are in Australian dollars (AUD) and include GST unless stated otherwise.
If you order a product and it doesn’t match the description, you’re entitled to return it under the Australian Consumer Law.
4. Delivery & risk
Once your order leaves our warehouse, it’s covered by transit insurance until it reaches you. If your order is lost or damaged in delivery, contact us and we’ll resolve it.
5. Reviews & feedback
You’re welcome to leave reviews, comments, or suggestions – but they must be respectful and lawful.
When you share content, you confirm you have the right to do so and give us permission to use it for marketing (we’ll always respect your privacy).
We may remove anything offensive or misleading.
6. Third-party links
Our site may link to other businesses or services. We’re not responsible for their websites or privacy practices – check their terms separately if you use them.
7. Warranties & consumer guarantees
We provide this website “as is” and can’t guarantee it will always be error-free or available.
However, nothing in these terms affects your Australian Consumer Law rights. If a product you buy is faulty, unsafe, or doesn’t meet consumer guarantees, you may be entitled to a repair, replacement, or refund.
8. Governing law & disputes
These terms are governed by the laws of Queensland and Australia.
If there’s an issue, please contact us first – we’ll do our best to resolve it quickly and fairly.
If we can’t resolve it, disputes may be referred to a tribunal, court, or other legal process under Australian law.
9. Privacy & how we handle your information
We respect your privacy and comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
We only collect information we need, like:
- Your name and contact details
- Payment and delivery details
- Order history
- Your preferences if you subscribe to marketing
We use this information to:
- Process your orders
- Provide customer support
- Improve our products and services
- Send you offers or updates (only if you’ve opted in)
We never sell your personal data. We only share it with trusted partners like payment providers or couriers when necessary to deliver your order.
Cookies & website analytics
We use cookies and analytics to:
- Make the site work smoothly
- Remember your shopping cart
- Understand how the site is used so we can improve it
You can disable cookies in your browser, but some features may not work as intended.
Your privacy rights
You have the right to:
- Access and correct your personal information
- Opt out of marketing at any time
- Make a privacy complaint if you’re concerned about how your data is handled
To request access, update details, or unsubscribe from marketing, contact us at ask@luggagedirect.com.au.
If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
10. Changes to these terms
We may update these Terms & Privacy Policy from time to time. The latest version will always be on our website. If changes are significant, we’ll give reasonable notice.
11. Questions & contact
If you have any questions about these terms, privacy, or your rights, please contact us:
Email: ask@luggagedirect.com.au
PH: 1300 584 424
Shipping & Delivery
Free Shipping
- Free standard shipping on orders of $100 and over (GST-inclusive) Australia-wide.
- $10 flat rate for orders under $100.
- Remote/external territories or bulky items may take longer; if any surcharges or exclusions apply, they’ll be shown at checkout before you pay.
Authority to Leave
- If you choose Authority to Leave at checkout (including Australia Post Safe Drop), the driver may leave your parcel in a location they consider safe. Delivery is deemed complete when the parcel is left at that location.
- ATL can’t be used where the service requires a signature (e.g., some insured/Extra Cover consignments).
- Your rights under the Australian Consumer Law are not excluded. If we or our carriers fail to deliver with due care and skill or within a reasonable time, we will provide an appropriate remedy. For extra security, choose a delivery option that requires a signature.
Order processing
- Items shown as In Stock are in our warehouse and dispatch within 1–2 business days after payment is processed. (If any item cannot be dispatched in this time, we’ll contact you to offer alternatives, a revised timeframe or a refund.) .
Carriers & addresses
- We partner with StarTrack and Australia Post eParcel for reliable delivery.
- Street address required for larger courier items; we deliver to home, workplace or PO Box (where the service allows). Tracking is included on all orders.
Loss or damage during delivery
- Our deliveries include the carrier’s standard included compensation (generally up to $100 with Australia Post). Higher cover may be available via Extra Cover or signature services; where we include this for you, it will be stated at checkout or on your order confirmation.
- This paragraph does not limit your rights under the Australian Consumer Law.
Estimated delivery times (after dispatch)
Guide only; business days; may vary with peak periods, public holidays and remote areas.
- Brisbane & Gold Coast: 1–2 business days
- North Queensland: 3–5 business days
- New South Wales: 2–4 business days
- Australian Capital Territory: 3–4 business days
- Victoria: 3–5 business days
- Adelaide: 4–6 business days
- South Australia (regional): 5–7 business days
- Tasmania: 7–10 business days
- Perth: 7–10 business days
- Western Australia (regional): 10–15 business days
- Northern Territory: 7–10 business days
We always aim to get your order to you as quickly as possible.
Product Warranties & Returns
We’re committed to complying with Australian Consumer Law (ACL).
When you buy from Luggage Direct, your purchase comes with automatic consumer guarantees. These guarantees apply in addition to any manufacturer’s warranty and cannot be excluded.
Your Consumer Rights
Under Australian Consumer Law, you’re entitled to:
- A refund or replacement for a major failure – for example, if the product is unsafe, very different from its description, or cannot be fixed within a reasonable time.
- A repair or replacement for minor issues – if the product fails to meet acceptable quality but the problem isn’t major.
- These rights may apply even after any voluntary manufacturer’s warranty ends.
- Damage caused by misuse, neglect, or by third parties (like airline baggage handlers) is not covered under consumer guarantees or manufacturer’s warranties.
Manufacturer’s Warranty
Most products also include a manufacturer’s warranty for defects in materials or workmanship, valid for the period stated by the manufacturer.
This warranty is in addition to your ACL rights. It’s a voluntary extra provided by the brand, not a replacement of your consumer guarantees.
How to Make a Warranty or Consumer Guarantee Claim
You can always contact Luggage Direct first for any warranty or consumer guarantee claim.
1. Contact us
- Email ask@luggagedirect.com.au or call 1300 584 424
- Include your name, order number/tax invoice, a brief description of the issue, and photos if possible.
2. Visit us in store
- Bring your product and proof of purchase to any Luggage Direct store, and we’ll assist you.
3. We’ll help you through the process
- We’ll assess the issue and, if needed, liaise with the manufacturer or an authorised repairer on your behalf.
- If the product requires return shipping for assessment or repair, you’ll need to package it securely and cover shipping to us (unless otherwise required by law).
Want a faster resolution?
If you prefer, you can also contact the manufacturer or authorised repairer directly under their warranty terms. This is completely optional – you can still choose to go through Luggage Direct.
Need Help?
For any warranty questions or assistance:
Email: ask@luggagedirect.com.au
Phone: 1300 584 424
Manufacturer Contacts
- Antler Luggage & Go Travel – Call 1300 268 537
- Black Wolf & Eagle Creek – Call 1800 227 070
- Caribee – Call (02) 9698 8944
- Delphin – Email ask@delphinluggage.com.au
- Delsey – Email ian.raatz@delseyaustralia.com.au
- PacSafe – Call (08) 9221 6617
- Pierre Cardin, Milleni – Call (03) 95442888
- Volair – Email customerservice@volairluggage.com
- Samsonite Luggage, American Tourister, High Sierra – Call 1800 331 690
- Tosca Travel Goods - Call 03 9336 2388 or Email sales@toscatravelgoods.com.au
Accredited luggage repairers
Below are the accredited luggage repairers in all states that handle the warranty for most major brands.
- ACT - Joes Boots: 2/33 Jardine Street, Kingston ACT, Tel: (02) 6295 6162
- Adelaide – Ideal Shoe Store: 174 Hutt St., Adelaide, S.A Tel: (08) 8223 4017
- Adelaide – The Luggage Place: 2/142-144 Richmond Road, Marleston, S.A Tel: (08) 8231 4884
- Brisbane – Addwest: 104 Andalusian Drive, North MacLean, Qld 4280 Tel: (07) 3844 5416
- Brisbane – Brisbane Luggage Store: Brisbane Luggage Store, 269 Blaker Road Keperra, QLD Tel: (07) 3352 7799
- Brisbane – Lindsay's New Farm Shoe Service: 88 Merthyr Rd, New Farm, QLD Tel: (07) 3358 2580
- Gold Coast – Bag & Shoe Repairs: k14 Robina Town Centre, Bazzar Street, Robina QLD (Kmart Entrance) Tel: (07) 5539 0072
- Hobart – Country Leather: 108 Elizabeth St, Hobart, TAS Tel: (03) 6231 5082
- Launceston - Soleways: 157 Charles St, Launceston, TAS Tel: (03) 6331 4017
- Melbourne – Gregory's Bag & Shoe Repairs: 6 Leake Street, Essendon, VIC Tel: (03) 93796137
- Northern Territory – Joe Postl: PO Box 291, Palmerston, N.T Tel: (08) 8932 9244
- Perth – Leather & Luggage Repair Centre: 317 Walcott St., North Perth, W.A Tel: (08) 9443 1800
- Sydney – Custom Luggage: 1193 Botany Road., Mascot, NSW Tel: (02) 9261 1099
Important Notes
- Product sizes, weights, and volumes on our site are based on manufacturer information. Minor variations may occur.
- Airline or courier transit damage should be claimed directly with the carrier.
- We’ll always work with you and the manufacturer to provide a fair, prompt resolution.
