If you are new to the online Store, we will walk you through the checkout process. Select the items you want to order and add them to your cart. On the right hand side of the page you will find a summary of the items in your cart. Review your cart and click the 'check-out now' button. If you have a Suitcase.hk ID already, please log in to your account. Once you are logged in with your Suitcase.hk ID, you can verify your order details. You will be able to make changes to your billing and shipping address, change quantities or delete items from your cart.
If you are happy with your shopping cart, click the 'Place my order' button. You may choose to pay by online credit card transaction or bank transfer / deposit. Please note we will cancel any unpaid order at the end of the business day. You will be provided an email confirmation with the total amount and delivery method. If you have not received any of our emails, please check your Junk mail folder. If you still do not see it, please contact us to make sure your email address is correct. check your junk e-mail folder. Wrong e-mail address: Your e-mail address may be incorrect. Please contact us to confirm.
1. Order Processing Once you have successfully placed your order, you will receive an order acknowledgment email confirming that we have received your order. If you have not received this email after 24 hours in case of a credit/debit card order or five (5) business days after making deferred payment (whenever applicable), please contact the Suitcase.hk Customer Service team. Please note for credit/debit card orders, we may ask you to provide additional documentation before confirming your order.
2. Shipment notification Once your order has been accepted and processed, you will receive a shipment notification email, advising you of an estimated delivery date. It will also contain information on how you can track your order online. Please note tracking information may not be available for all carriers.
3. Order Shipped If you provided us an email, we will send you an email advising when your order should deliver. The email will be sent one day after your shipment leaves our warehouse.
4. We aim to contact you via phone or email if:
We require further information from you to process your order
We need to make changes to your order (e.g. availability dates, product upgrades)
If you forgot your password, you can easily recover or reset it. For security reasons, Suitcase.hk cannot reset your password for you. To protect yourself againstunauthorised purchases to your credit card, do not give out your password to anyone.
There is no need to log out of your account. As a security measure, you are required to log in for every purchase or change to your account and you will be automatically logged out after inactivity of 30 minutes.
Suitcase.hk IDs cannot be deleted, it is recommended you remove all personal information from your online profile instead. It is not recommended as you will not be able to view your complete order history under the same online ID. Please note, Suitcase.hk ID accounts cannot be merged.
Your billing address is the registered address that your credit card company holds. Please ensure that your billing address is correct at the time of placing your order. Once your order has been accepted by Paypal, your billing address cannot be changed as it would have already been authorized by your credit card company.
When you place your order, Suitcase.hk requests authorization to charge the order amount from your credit card company. If you ordered more than one item, there may be multiple authorizations. Once we receive approval, Suitcase.hk reserves, the amount on your card until the items are available to ship. Your card will be charged when your order ships. If you ordered more than one item, there may be more multiple charges as items ship separately as they become available.
The security of Suitcase.hk Store and PayPal servers are closely monitored to prevent any unauthorized disclosure or use of credit card numbers and to protect the confidentiality of your personal information. PayPal uses the SSL (Secure Socket Layer) industry standard, the highest level of security available today for web-secured applications. SSL relies on a pair of public and private key technologies provided by Verisign, Inc. And based on a 40-bit encryption algorithm developed by RSA Data Security, Inc.
The payment method for an order cannot be amended once the order has been submitted to Suitcsae.hk. To choose an alternative payment method, you will need to cancel your existing order and place a new order with your preferred payment method. Please note that when cancelling credit card orders, it can take up to five (5) business days for the payment authorization to be removed from your credit card company.
We currently accept Apple Pay, American Express, MasterCard and Visa. To pay for your purchase using a Credit Card. Place your order online through our secured payment system.
To pay for your purchase by Bank Deposit. Place your order online and select Bank Deposit at the payment page. After the deposit, fill in the「Bank deposit form」in order to process your order promptly and allow 1 business day for the processing of interbank transfer.
Our " Suitcase Miles" shopping reward scheme offer customers more rewards ! Shoppers receive 1 Mile for every $ 1 spent. Points can then be redeemed for coupon discount. Also, shoppers will receive miles for referring friends and families.
Suitcase.hk Coupons are electronic discount codes which Suitcase.hk occasionally sends to registered customers who subscribe to our Store eNews. To redeem Coupon, enter the associated claim code on the "Check-out" page when ordering online. Please note, most Coupons can be applied once.
In case of any problems with your delivery, Suitcase.hk will be in direct contact with the carrier to resolve the issue as quickly as possible with as little inconvenience to you. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement. If you have already received your order and find that it is damaged, please call us.
Suitcase.hk is a web retailer. Order placed before 3pm each day will be shipped and available to be pick-uped on the next business day at our Kwun Tong Service Centre. You are recommended to book a pick-up section at your preferred time to avoid long line and wait.
Most of our shipments contain valuable product. If you will not be home to accept delivery of your product, consider shipping your product where someone you trust will be able to sign for your package. For your convenience, you may prefer to have your order delivered to your office address. Please note, if you choose this option, goods may be left with reception or the Mail Room. Delivery to a PO Box is not permitted for security reasons.
If you would like to change your default shipping address, please contact us asap.
As our carriers require a signature on delivery, the carrier will leave a calling card if you are not at home. Please contact the carrier to reschedule delivery. Alternatively, you can pick-up from the courier service center.
Once you’ve placed an Suitcase.hk web order, you will receive an Order Acknowledgement email to confirm your order details, including the pickup / shipping details.
Then when your item is done prepared for pickup or shipment, you will receive a second notification email with carrier and tracking information (if applicable).
You can also sign in your account 24 hours a day, 7 days a week, to view the most up-to-date status of your order. You'll see your order number, the date and time the order was placed, the status of the order, the shipping method.
Preparation and delivery time estimates:
The 'Preparation' time is an estimate of when the item will be prepared in our warehouse. Order placed before 3pm will be prepared within the same business day.
The 'Delivers' time is an estimate of when the item will be delivered to your shipping address after it ships if you choose to ship your item
* Please note that it is not possible to expedite your delivery and receive your package earlier than the scheduled delivery date. You can check the delivery date and carrier of visiting carrier's online Self Service for the latest status of your order. If you have not yet received your delivery notification, please email Suitcase.hk Customer Service to amend your details. If your order is already in transit, please call the Customer Service Hotline 2427-8887.
Suitcase.hk provides standard rate delivery service. Delivery Service does not apply to any items offered by other parties. We immediately prepare your order if your payment is confirmed before 3 pm on a business day. Learn more about shipping times, methods, costs, and carriers, please call our hotline 2427-8887.
Suitcase.hk is currently developing its own delivery network. We make sure our quality of service is at its best. To make sure your order gets to you on time. Once your order has been handed over to the carrier for delivery, you will receive a shipment notification email.
Delivery coverage includes Hong Kong Island, Kowloon, New Territories, except outlying islands (Lantau Island, Ma Wan, Cheung Chau and Lamma Island). If there is a typhoon signal or black storm signal, delivery will be postponed and our sales rep will contact you to reschedule the delivery time.
* Delivery Service does not apply any promotional items offered by other distributors.
Only product purchased from Suitcase.hk or its certified distributors are entitled to our factory repair service. Please click here to register for a repair, then you'll then receive an email confirmation with your repair details. We recommend you to bring the product and receipt back to our service center for repair service in-person. If you are mailing back your item, please use the original packaging . Don't send us anything without informing us. Once we receive the item(s), we'll process the repair.
If you choose to mail your item, we'll process the repair service and deliver you the product with shipping surcharge.
SuitcaseCare+ extends your suitcase warranty coverage to 2/3 years from the original purchase date. Just add SuitcaseCare+ during the checkout process. It also adds coverage for up to one incident of accidental damage due to handling. With SuitcaseCare+, experts can help troubleshoot issues over the phone or at Suitcase.hk warehouse. They’ll answer questions about using and repairing your suitcase. And if your suitcase needs service under the plan, Suitcase.hk technical support representatives can even set up a repair service during the same call. (Repair service is Subjected to additional fee). SuitcaseCare+ products are exempt from any discount / coupon
Your Suitcase.hk case is a high quality product, which has been manufactured with great care. In order to maintain the good condition for a very long time, please observe the following instructions: to clean away dust and dirt, you should only use warm water and a soft cloth or sponge.
Hair dryer, aggressive materials or cleansing agents and disinfectants such as nail polish and nail polish remover, acetone, ammonia, benzene, chloroform, phenol-based compounds, etc. may not be used as they may damage the surface.
Stickers can usually be removed easily with warm soapy water. Adhesive residue or other tough stains can be removed with light alcohols (e.g.isopropyl alcohol from a pharmacy).
Scratches cannot be removed in general. You should perform the appropriate measures to ensure proper and careful handling of your luggage during transport. Signs of wear, which can occur with this material when traveling, do not affect the functionality in any way. As a lasting memory, these marks give your case an individual appearance over time, which makes it unique and distinctive.
If your suitcase is damaged, please file a report immediately with the baggage service counter of the carrier (airline, train company, etc.) located in the arrival hall, prior to customs clearance. The staff will provide you assistance. Most airlines does not deal with baggage claims after leaving the airport. You may also file a claim towards your travel insurance policy (if you had bought one). Unfortunately, this type of man-made damage is not included in our warranty policy. Repairing the material (gluing a crack or dent) is only possible in rare cases. We will gladly issue a damage report on request.
You may find here the websites of major airlines regarding damage baggage:
If you forgot your password, it can only be re-opened by an authorised Suitcase.hk repair center using special tools. Please bring or send your suitcase to our repair center. Configuration of password for your combination lock differs for each model within a series. Please find your lock on the file below. Clicking on the respective link will display a PDF file with the respective explanation.
Suitcase.hk retain the sole decision when we exam your suitcase. Upon decision of non-quality issue or man-made damage, Suitcase.hk will charge a $50 fee for each piece of repairable part. We cannot make statements pertaining to the guarantee or the costs of repair or create a quote without first seeing the case. When the suitcase arrives at our repair center, a cost estimate will then be issued upon request. The repair fee should not exceed the original value of the product. The repair will generally take 1 week.
Please retain the receipt and click here to register a product warranty within 7 days of purchase. The warranty applies only to the normal use of the Product’s components (trolley frame, handles, wheels) from the date of original purchase for for the period of time according to individual brand. If a defect arises within the Warranty Period, we will repair the Product free of charge. Even a World-class brand can develop a defect unexpectedly, but in such case, we are ready with professional help - with replacement parts and service. This warranty doesn't apply to lock, exterior damage caused by scratching, abuse, burst zipper, misuse, accident, or any man-made damage caused by courier. In case of dispute, we reserve the right for the final decision.
Suitcasehk license brand products are made to the highest standards of quality and precision. Every step of the production process – from the selection of the alpine herbal ingredients to the formulation and packaging – is carefully undertaken. Every product that leaves the factory has undergone rigorous quality assurance testing to ensure that our customers receive only the highest possible quality suitcase.
The soft-sided luggage, built mostly on polyester, is the most traditional design, yet heavy and not weatherproof. The hard-sided cases, on the other hand, protect fragile items that you might carry with you, lighter, more weatherproof and stylish.
2 Upright wheels are designed for traditional luggage. 4 Spinner wheels, on the other hand, are more suitable for plain surfaces and offer great ease of maneuverability, irrespective of the weight of items packed. They also allow unparalleled ease when you have multiple bags (handbag, laptop bags, etc) to carry.
All the Stock online are available. You can pickup an item as fast as the 2nd business day after purchase. For unavailable colour or sizes, we do apologise for not able to confirm the exact timing of restocking. Please visit our website more often for more information.
Suitcase.hk offer free pick-up service. Order placed before 3pm each day will be shipped and available to be pick-uped on the next business day at our Kwun Tong Service Centre. You are recommended to book a pick-up section at your preferred time to avoid long line and wait.
Suitcase.hk also provides paid delivery for Hong Kong and Macau orders. In normal circumstance, you should expect to receive your order within 3-4 business days. Delivery time depends on the exact destination. We do not accept cash on delivery.
* Delivery Service does not apply any promotional items offered by other distributors.
All the product features are listed on the page of each product. If you need further assistance, please call 2427-8887. Rest asure, all our photos are 100% taken with the real products. If you have any question regarding products, please call us at 2427-8887 or email firstname.lastname@example.org. You can also facebook message us in the meantime.
Considering the life cycle cost of a luggage bag, cheaper ones may turn out to be false economy. Therefore, always go for a reputable brand with strong brand heritage and know how. Suitcase.hk™ is founded in 2010. Our Group hire more than 300 workers and we are the first O2O retail outlet to provide chic and budget travelware for Hong Kong’s frequent flyers. Purchase your suitcase on your computer or smartphone, then stop by our centre to pick-up or deliver to your location. No matter where you are, at home or office, we brought you the easiest way to shop your suitcase. All Suitcase.hk luggage bags go through a series of six quality control tests for durability, strength and dependability. Our warranty also further assures the high quality standards of our products. The followings are reviews from our customers:
Delivery service is not avaliable for picking up order
Please show a valid printed copy of the order confirmation, non-printed copy will not be accepted
Please print the order confirmation clearly to ensure that your right to pick up
Please pick up the order 5 working days after the order is confirmed. Contact us if you require early pick up
Pick up service will be suspended during Typhoon Signal No. 8 or Black Rainstorm Warning. Upon the lowering of a Typhoon Signal No. 8 or the cancellation of a Black Rainstorm Warning before 7:00 a.m., pick up service will be available for the day. Upon the the lowering of a Typhoon Signal No. 8 or the cancellation of a Black Rainstorm Warning before 12:00 p.m., pick up service will be resumed at 2:00 p.m..
If you are unable to arrive on scheduled time, please re-schedule again online.
Contact us if you have any question with this page. Suitcase.hk retains the right of decision in case of dispute
If your preferred time session is unavailable, please continue to book an available session on the same day. You may still pick up the item on the same booking date at your preferred arrival time. If your preferred date is unavailable or full-booking, please book another date at your convenience. The booking sessions are on a first-come, first-served basis.
Computer firewalls sometimes block Suitcase.hk from loading. Adjust your firewall settings so that www.suitcase.hk is listed as a trusted site. Here’s how to find your firewall settings:
For PC users: click the Start menu, click Control Panel, click Security, then click Windows Firewall
For Mac users: click System Preferences, click Security & Privacy, click the Firewall tab
Disable ad or pop-up blocking software
It’s possible that Suitcase.hk is being blocked if you have ad or pop-up blocking software installed on your computer. Here’s how to check your computer for ad or pop-up blocking software (like Norton anti-virus):
For PC users: click your computer's Start menu, then click All Programs
For Mac users: click Finder, then click Applications
To learn more about how to disable your specific ad-blocking software, visit the software’s support page and search for instructions.
Click the toolbar icon .
Click Show advanced settings.
In the Privacy section, click the Content Settings button.
Click the OK button to close the 'Internet Options' window.
Refresh your browser to update the settings.
Effect of clearing cache and cookies: Keep in mind that clearing your cache and cookies erases your settings for websites. Here are some examples:
If you opted to have sites remember your username and password, they will be cleared from your browser's memory when you clear cache and cookies, and you'll have to sign in again.
Websites might load a little slower because all of the images and content pieces have to be loaded from scratch.
Recommended first step: If you're seeing problems in how webpages are displayed in your browser, we suggest first using your browser’s incognito or private browsing mode to see if the problem you're seeing is caused by something other than cache or cookies.
If T8 signal or above is hoisted during opening hours, our service centre will be closed. For Black Rainstorm Warning, centre will remain open if the warning signal is hoisted during opening hours. If T8 or above / Black Rainstorm Warning is cancelled before 7:00 am., Centre will re-open in 3 hours. If the warning is cancelled before 12 pm., Centre will re-open at 3pm. except Saturday.
Hours: Mon - Fri 9am - 6pm, Saturday 9am - 3pm, Closed on Sunday and Public Holidays Phone: +852 2427-8887 | Fax: +852 2487-0291 | Email: email@example.com
Corporate who would like to enquire for partnership, please contact firstname.lastname@example.org.
Severe Weather Arrangement
Pick up service will be suspended during Typhoon Signal No. 8 or Black Rainstorm Warning. Upon the lowering of a Typhoon Signal No. 8 or the cancellation of a Black Rainstorm Warning before 7:00 a.m., pick up service will be available for the day. Upon the the lowering of a Typhoon Signal No. 8 or the cancellation of a Black Rainstorm Warning before 12:00 p.m., pick up service will be resumed at 2:00 p.m.. Click here to reschedule your booking.
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