Frequently Asked Questions
Payments
What payment methods do you accept?
We accept a wide variety of payment methods online including: Visa, MasterCard, Maestro, Solo, Delta and Electron. We don’t currently accept American Express cards online.
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.
Orders
Will I receive email acknowledgment of my order?
When you place an order online with us you will receive an email confirmation of the order. This will have an order number for reference.
A dispatch email will be sent once processing is complete and the goods have been scheduled for delivery. You will receive a tracking number on this email with which you can track your delivery on the DPD website. Please note that once your order is dispatched, you are likely to receive it within 1-2 working days.
Please quote your order reference number on all enquires relating to your order to allow us to support you efficiently.
Can I amend/cancel my order?
We are unable to amend or cancel your order once it has been placed. However with our extended 60 day returns policy, you don't need to worry.
I’m missing some of my order
Please check carefully inside the box and case. Our bags are delivered flat packed. Smaller products are usually delivered nested inside larger products.
My item has been delivered with a fault
In the unlikely scenario that your item has been delivered with a fault please email us a picture of the fault within 3 days of delivery. We will follow this up and make sure you get a replacement.
I purchased my luggage from Next and it has developed a fault, what can I do?
If you purchased your suitcase from Next, you would need to contact them directly for a replacement/refund. Please refer to your order confirmation/dispatch note for details on how to contact them.
What is your delivery policy?
Please refer to the deliveries section of our website.
Can I return an unwanted item?
Please refer to the returns and refunds section of our website for information on free DPD collection point returns.
Product
Do you have a product guarantee?
Yes our products come with a 5 year manufacturing guarantee. You can read more about it here.
Can I leave a review on your product?
Yes. You will receive an email around 10 days after you order from our independent feedback provider Feefo requesting feedback on your experience with Tripp. Your feedback helps us to continuously improve our products and services.
The zip pull is missing from the inside zip on the lining of my case
Please note we do not put a zip pull on the inside zip attached to the lining of the case. This is purely for custom officers to search your case. We do not recommend that you pack any items in this area.
Can I order replacement parts?
For limited hard side products within the 5 year guarantee period we do have some spare parts available.
Please note these parts are available in the unlikely event that the original part becomes faulty. If you do require any replacement parts please provide our team with some images of the case and the part you require so they are able to assess and check for availability.
Can different sized cases be stored inside each other?
Yes, if you have purchased suitcases from the same suitcase collection set then they can be stored within each other. For example, a Holiday 8 Cabin will fit inside a Holiday 8 Medium, a Holiday 8 Medium will in turn fit inside a Holiday 8 Large.
Do combination TSA locks come with keys?
TSA locks do not come with keys. Please refer to our lock guide for more information.
How do I set the combination lock on my suitcase?
Please refer to our lock guide for help on setting your combination lock.
I have forgotten the code for my TSA combination lock
It is not possible to override the combination so the only way to find the correct code is to work 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 to something more memorable. If this doesn’t work, please contact customer services.
I bought my case/bag from Next and it needs to be returned/has suffered a fault. What should I do?
if you purchased your suitcase from Next, you would need to contact them directly for a refund/replacement. Please refer to your order confirmation/dispatch note for details on how to contact them.
Contact
How can I contact you?
If you haven’t been able to find the answer to your question then please get in touch with us. We value all our customers and want to make sure you have an enjoyable shopping experience with us. If you are making an enquiry about your order please quote your order reference number (you can find this in your email confirmation), this will help us to answer your query as efficiently as possible.
We are available via email: customerservice@tripp.co.uk
Our team aim to respond to you within 3 working days Monday-Friday 9am-5pm. However response times may be longer during busy periods. Thank you for your patience.
Send an enquiry
We aim to respond to you within 1 to 2 working days.
Still need help?
Call us
For urgent queries please call the number below.
Monday to Friday 9.00am to 5.00pm