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.
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.
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.
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.
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.
Delivery coverage includes only Hong Kong, Macau, Taiwan and China. Please check if your delivery address is within our delivery areas.
Delivery arrangement for Outlying Island
We only deliver to Ma Wan, Discovery Bay & Tung Chung.
The delivery service is only available on every Tuesday, Thursday & Saturday (Except public holidays). The delivery time slot for Ma Wan and Discovery Bay are 12:00-16:00, while Tung Chung is 16:00-23:00.
We do not deliver to Hong Kong International Airport.
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.
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.
Occasionally orders cannot be delivered to customers for the following reasons:
Incorrect or incomplete address
Failed delivery attempts
Refusal to provide verification information
PO Box Address
When the delivery agent returns an undeliverable package to us and/or fails to deliver due to above reason, the order will be cancelled. For order with paid shipping, we would issue a refund of the amount of the purchase minus shipping fee. For order with free shipping, we would issue a refund of the amount of the purchase minus $166 per suitcase and $50 per other item administration fee. If you would like to change your default shipping address, please contact us asap.
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 Club product's warranty period ranges from 1 to 5 years of period according to each brand. The warranty only covers the normal use of replaceable parts which include Trolley frame, Handles, Wheels, and Lock, excluding non-replaceable components which include cracked shells, scratches, zippers damage or any other man-made damages. In case of dispute, we reserve the right for the final decision.
* All customers except suitcase.hk online customer, are required to complete the online warranty registration within 7 days of purchase and retain proof of purchase or warranty.
Product repair service is only available for product purchased from Suitcase.hk or its certified distributors. Please read the procedures and terms as following.
1. Check the purchase / warranty receipt for the validity of warranty. In the case of lost of proof or expired warranty, we will charge fee for any service provided.
2. Repair service only covers the following replaceable components which include Trolley frame, Handles, Wheels, and Lock. The service does not cover any non-replaceable components which includes but not limited to cracked shells, scratches, zippers damage etc. Each repairable part will be charged with $50 for any unproven warranty record, or man-made damage.
3. Repair request has to be submitted online with proper pictures. Our company will have the full discretion to offer repair service after accessing each case individually.
4. After receiving approved repair service email, please bring the product back to our local service centre in-person. Please don't mail us any repair item without first informing us.
5. After inspection, we would notify you if the product is repairable with the estimated duration and cost (if applicable). The repair cost should not exceed the original value of the product.
Repair centre address & Hours
Address: Rm 1806, 18/F, Nanyang Plaza, 57 Hung To Road, Kwun Tong (CLICK HERE FOR TRANSPORTATION) Hours: Mon - Fri 9.30am - 6pm, Saturday 9.30am - 1pm, Closed on Sunday and Public Holidays Phone: +852 2427-8887 | Fax: +852 2487-0291 | Email: supportsuitcase.hk
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.
If your suitcase is damaged at transit, 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:
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.
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 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 email@example.com. 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 9.30am - 6pm, Saturday 9.30am - 1pm, Closed on Sunday and Public Holidays Phone: +852 2427-8887 | Fax: +852 2487-0291 | Email: firstname.lastname@example.org
Corporate who would like to enquire for partnership, please contact email@example.com.
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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