FAQ

Got a question? We could have the answer.

 

Why does the lock on my case have a keyhole?
Where is the key for it?

The lock on your luggage is a TSA lock, and the keyhole is for use by TSA agents to unlock your case for screening. TSA locks are required for all customers travelling to the USA. The TSA screens every passenger’s baggage prior to loading on the plane. At their discretion, TSA agents may open a passenger’s luggage for closer inspection. If this happens, the agents will break any lock that is not a TSA approved lock in order to access your case.

Luggage locks approved by the TSA have a universal master key that will open the locks. Only TSA agents have a copy of this master key. Every TSA approved lock will have the red TSA logo that shows it may be opened by the master key.

To open your luggage, ensure that the dials on the lock are set to 0-0-0 , and then slide the latch to release the zip pullers from the lock. Instructions on setting the TSA lock can be found inside your case, or on this page.

 

What size restrictions are there for luggage on airlines?

The size of bags you’re allowed to carry-on or check vary from airline to airline. Each has slightly different rules for luggage allowances, as the approved weight and size differ from one company to another. Please check with your carrier prior to purchasing luggage to confirm specific allowable dimensions.

 

Where does courier luggage ship?

We ship to all of Australia through Australia post.

 

Do you ship to P.O. Boxes?

Yes, we ship to all registered P.O. boxes within Australia.

 

When will I receive my order?

Turn around times are like clockwork, you place an order online, then we process it. Your package will ship out from our warehouse in 1-2 business days. Your order will arrive within 3-8 business days, depending on your location. 

Our warehouse team takes some much deserved downtime during weekends and national holidays, so orders placed on those days will be shipped the following business day

 

My luggage was damaged after my flight! what do i do? 

If your luggage was damaged during a trip, we strongly recommend that you notify the carrier ASAP, we will be more than happy to provide assistance with this. Please contact us 

 

I need something repaired, where can I go?

Should your item be damaged, we know qualified repairers all over Australia that can assist you in getting your luggage good as new.

 

NEW SOUTH WALES

Custom Luggage Repair Centre; 317 Sussex Street, Sydney, NSW, 2000
Ph; 02 92611109

Sydney Luggage Centre;  1147 Botany Road, Mascot, NSW, 2020
Ph; 02 96696381

SOUTH AUSTRALIA

The Luggage Place; 107 Gilbert Street, Adelaide, SA, 5000
Ph; 08 82314884

Ideal Shoes;  174 Hutt Street, Adelaide, SA, 5000
Ph; 08 82234017

QUEENSLAND

Addwest; 75 Vulture Street, West End Brisbane, QLD, 4101
Ph; 07 38445416

Theo's Shoe Hospital;  56 Shields Street, Cairns City, QLD, 4870
Ph; 07 40511334

VICTORIA

Bon Voyage; 423 Springvale Road, Forest Hill, VIC, 3131
Ph; 03 98947833

Walkalong;  515 Camberwell Road, Camberwell, VIC, 3124
Ph; 03 98892800

TASMANIA

Soleways; 157 Charles Street, Launceston, TAS, 7250
Ph; 03 63314017 

WESTERN AUSTRALIA

Leather & Luggage Repair Centre; 317 Walcott Street, North Perth, WA, 6006
Ph; 08 94431800

CANBERRA

Joe’s Boots; 33 Jardine Street, Kingston, ACT, 2604
Ph; 02 62956162