Frequently Asked Questions

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Ordering & Payments

How do I place an order?

Simply add your items to the cart and click “Checkout”. Follow the guided steps to complete your purchase.

How do I track my order?

A tracking number will be emailed once your order ships. You can track it anytime via our Tracking page.

Which payment methods do you accept?

We accept all major debit and credit cards, Apple Pay, Google Pay, PayPal, and PayPal Bank Transfer.

Can I request a VAT invoice?

Yes. VAT invoices are generated at checkout or can be provided on request.

Can I add or change something on my order?

If your order has not shipped, contact us immediately and we’ll help. If it has already shipped, we can guide you through the returns process.

Can I cancel my order?

Yes. You can cancel within 12 hours of placing your order. Email us within this window and we’ll process the cancellation.

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Shipping & Delivery

How does shipping work?

We ship from our UK warehouses using DPD and Royal Mail. All UK orders are sent via 24-hour services. Once dispatched, parcels typically arrive within 1–2 working days.

Do you ship outside the UK?

Not yet. We currently ship within the UK only.

My parcel is delayed — what should I do?

Couriers can experience delays during peak seasons. If your parcel has been in transit for more than 7 days, contact us or the courier directly and we’ll resolve it.

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Returns & Refunds

Do you accept returns?

Yes. We accept returns within 30 days for unused items in their original packaging.

How do I start a return?

Email our customer support team with your order number. We’ll provide instructions for the return process.

Do you cover airline damage?

Airline damage is not covered under our standard warranty. However, most issues can be repaired easily using our modular parts.

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Warranty & Coverage

Is there a warranty?

Yes. All aluminium shell and frame components are covered by a lifetime warranty for manufacturing and material defects.

Are replacement parts included in the warranty?

Standard warranty covers defects only. Wear-and-tear parts are available to purchase. FORTE Unlimited members receive unlimited part replacements annually.

What if my suitcase is damaged but not covered under warranty?

We provide replacement parts for home repair. Our modular system makes maintenance simple and affordable.

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Suitcase Features & Use

What sizes do your suitcases come in?

Cabin: 55 × 36 × 20 cm | 4 kg | 34L
Check-In: 67 × 44 × 24 cm | 4.6 kg | 62L
XL: 77 × 54 × 28.5 cm | 5 kg | 97L
All wheels and handles are interchangeable across every size.

What materials are used in the suitcase?

Our cases use anodised 5-Series aluminium-magnesium alloy, ABS and PP structural components, rubber elements, and recycled nylon lining.

Is the suitcase heavy?

No. Our aluminium suitcases weigh between 4–5 kg, making them competitive with premium full-metal cases.

Are the wheels removable?

Yes. The wheels detach by hand using a secure clamp system. No tools required.

Can I replace the handles or locks?

Yes. Handles and locks are fixed with two screws and can be easily replaced at home.

Is the luggage waterproof?

Not fully, but the zipperless sealed design is highly water-resistant and protects against rain and splashes.

What comes with my suitcase?

Each case includes:

• A clear protective storage cover

• A lifetime shell & frame warranty

• A metal name plaque for engraving

Can I personalise my suitcase?

Yes. Each case includes a screw-in plaque designed for engraving. Personalisation services are available for all luggage purchased after June 2025.

Is your cabin case airline-approved?

Our Cabin size fits most airlines. Wheels can be removed to reduce height. We recommend checking with your airline before travel.

How do I set the TSA locks?

Visit our Lock Setting Guide for step-by-step instructions.

I forgot my lock combination — what should I do?

Try all combinations from 000–999. This typically takes around 15 minutes. TSA master keys may be available online if urgently needed. We cannot reset or retrieve set combinations.

Do the suitcases nest together?

Yes. The Cabin nests inside the Check-In XL for storage.

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Packing Capacity

How many days of travel can each suitcase hold?

Cabin (34L): 1–4 days
Check-In (62L): 5–9 days
Check-In XL (97L): 10+ days

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Care & Maintenance

How do I clean my suitcase?

Use a damp cloth for the aluminium shell. The interior nylon lining can be spot-cleaned with mild soap. Avoid harsh cleaners.

What if my luggage gets scratched?

Scratches are natural on aluminium and form a unique patina over time. A mild polish can reduce marks if preferred.

How do I repair parts?

Wheels remove by hand. Handles and locks can be unscrewed. We offer written and video repair guides for easy home maintenance.

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Materials

What materials do you use?

• 5-Series aluminium-magnesium alloy shell and frame

• ABS, PP, and rubber components

• Recycled nylon interior lining

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Manufacturing & Quality Control

Where are the products made?

Design and testing take place in the UK and Europe. Manufacturing is carried out by skilled partners in Asia selected for precision and craftsmanship.

Do you use quality control inspections?

Yes. Every suitcase undergoes stringent checks at the factory and a second inspection at our UK fulfilment centre.

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Travel & Security

Do the cases have TSA locks?

Yes. All suitcases include 2 integrated TSA-approved combination locks.

Is the design secure?

Our zipperless aluminium closure is far more secure than traditional fabric zip systems.