FAQs

Tripp are happy to refund your unused purchase within 60 days of receipt. Your refund will be credited to the original payment card.  We reserve the right to refuse an exchange or refund if the item[s] are returned non-saleable or damaged. 

How do I return my unsuitable item?

You can return any bags and Cabin sized suitcases via Collect+ for free.  This is a fast and hastle free approach to returns.  To do so, please follow the easy steps on the Returns page.
For Medium and Large size suitcase returns, we will arrange a courier collection.  Please email us on customerservice@tripp.co.uk with your order number and preferred day of collection [Monday-Friday]. Please note that a signature is required for collections, with collections taking place between the hours of 9am-6pm.  Please use the original packaging to return your item. 
Your refund will be processed back to the original card used for payment.

Can I specify a time slot for the collection?
Not at this time for courier collections, collections are made Monday to Friday between 9am and 6pm.

Can I arrange an exchange by courier?
At this time we do not offer exchanges, so please use the above steps to return your order.  You can then place a replacement order online at a time convenient to you.

What period of time does a refund take?
You will receive your refund within 10 working days of us receiving your order back at our warehouse.  This time-frame applies to Collect+ returns and courier returns. The refund will be made to the original payment card.  During busy periods, returns may take longer.

Help!  My item has just been delivered and there’s a fault, what should I do?
If your item has been delivered to you with a fault, please email us quoting your order number and delivery postcode, with a brief description of the problem and a photograph of the fault.  We can then arrange for a replacement to be sent to you.

I’ve used my item and it’s faulty, what should I do?
If you have used the case and it develops a fault we need to confirm if it’s covered under our guarantee.  Our 5 year guarantee covers all manufacturing faults within this time but does not cover general wear and tear or transit damage (for example airline damage.)
Within your email, please send us the following so that your query can be handled in a timely manner.

I purchased my suitcase in one of your Outlet stores (Ashford Designer Outlet, Cheshire Oaks Designer Outlet, Boundary Mill Walsall, Boundary Mill Shiremoor, Boundary Mill Colne), how can I return this?
If the item is unsuitable, you will need to return this item to store. 

• Your order number and delivery postcode.
• 2 clear images of the fault, one being the fault and the second an overall photo of the item.  If there is an issue with the wheels or extendable handle, please provide a short video if possible.
• The PO number which you can find on the Tripp label stitched into the main compartment on the inside of the suitcase/bag. It will say PO followed by 5 or 6 numbers.