Q: IS THERE A KEY TO MY LOCKS?
A: No, all our luggage (cases) come with a combination TSA lock. TSA agents, or security agents have special keys that allows easy access to inspect luggage for security reasons. The key hole on the combination lock is used for this purpose.
Q: HOW DO I ORDER REPLACEMENT PARTS?
A: Please email support . If possible please provide product item number or a picture of the luggage. Please also provide picture of the part needed for replacement.
Q: HOW DO I SET THE CODE ON MY LOCK?
A: Each luggage might have a different lock depending on model etc. All luggage shipped, will have an instruction card detailing how to set your luggage. If you did not get an instruction card, please email support.
Factory default code is 0-0-0.
Q: HOW DO I UNLOCK MY COMBINATION LOCK WHEN I FORGOT THE COMBINATION?
A: If you have forgotten your passcode, we will need to manually reset the lock. Please contact our support , detailing country of purchase and we will direct you to the distribution service centre.
Q: HOW DO I CANCEL MY ORDER?
A: Please email support and we will gladly cancel your order
Q: WHERE CAN I HAVE MY LUGGAGE REPAIRED?
A: Please contact support and we will direct you to our distribution centers
Q: DOES MY LUGGAGE OR BAG COME WITH A WARRANTY?
A: All luggage comes with a 10 year warranty (excluding cosmetic wear and tear). Please see the following warranty link for luggage.
Bags with trolley comes with a 3 year warranty (excluding cosmetic wear and tear).
Travel bags are not included under warranty but we provide you a 7 day return policy once you receive your goods. There will be normal wear and tear for bags.
Q: WHAT IS THE RETURN POLICY?
A: We provide you a 7 day return policy once you receive your goods.
Q: HOW DO I TRACK MY ORDER?
A: Tracking numbers will be provided for you to track your order for you to track the status of your shipment.
Q: HOW DO I FIND A STORE NEAR ME THAT SELLS ELLE?
A: Please contact support and we’ll try to find the nearest location near you.
If further assistance is needed send an email to us .